Public Sector digitalization and software development: skills, people, and technology
BUSINESS UNIT GOVERNEMENT INNOVATION | PA ABS
Michela Capponi
Business Unit Director
How would you describe the objectives of your Business Unit? What problems do you solve, and what is your technical and market specialization?
Objectives
The objectives of our Business Unit are focused on the digitalization of the Public Administration, with particular attention to simplifying and optimizing both internal and external processes, while ensuring full regulatory compliance.The problems we solve
We support our customers in reducing case handling times and improving operational efficiency. We promote interoperability with national and local systems and ensure compliance with AGID and ACN guidelines. In doing so, we simplify the relationship between Public Administrations and citizens, businesses, and professionals.Our specialization
Our specialization lies in services for the digitalization of the Public Administration, particularly in the management of requests, collaboration between offices and across different public bodies, and interactions with citizens, professionals, and businesses. We operate through our VBG platform and related solutions such as SPORVIC and NETBUK, designed to address the specific needs of the public sector.What services and solutions do you offer to your customers, and how are they delivered?
Main services offered
We provide a comprehensive set of services designed to support customers throughout all phases of solution adoption, from implementation to day-to-day use. Specifically, we handle platform installation and configuration, complemented by training and consulting activities to ensure effective and informed use of the tools. These services are further enhanced by custom development initiatives, designed to address specific requirements and tailor the solution to the organization’s processes. We also offer an ACN-certified SaaS service.Delivery model
Our offering is based on a standard VBG package, which represents a ready-to-use solution that is nonetheless flexible thanks to the possibility of customization through dedicated services. This approach combines rapid implementation with adaptability to the customer’s operational needs.As-a-Service offerings
As mentioned, we also provide an as-a-Service offering: ACN-certified VBG SaaS (https://www.acn.gov.it/portale/w/sa-6256), which allows public entities to use the platform in a secure, compliant, and scalable way, reducing management and infrastructure complexity.What are your core technological skills, the certifications you hold, and the elements that differentiate you from your competitors?
Technologies
We have well-established expertise in technologies based on modern architectures, particularly in the containerized VBG platform, microservices, solutions deployed in both on-premise and cloud environments, and interoperability APIs, which facilitate integration with external systems and platforms.Certifications
From a certification standpoint, we operate in full compliance with the standards required in the public sector and can rely on ACN certification, as well as ISO 9001 and ISO 27001 certifications, which attest to the quality of our processes and our strong focus on information security.Key differentiators
We stand out from competitors thanks to our ability to integrate technical and administrative expertise, combining deep technological knowledge with solid experience in Public Administration processes. This is further strengthened by over twenty-five years of experience in services for the public sector and by our ability to ensure rapid implementation timelines—elements that deliver tangible value to our customers.Can you tell us about a project that represents the value of your Business Unit, describing the customer’s challenge, the proposed solution, and the results achieved? Which industries and types of customers do you typically serve?
Flagship project (customer challenge and solution)
A clear example of the value our Business Unit delivers to customers is the project for managing street trading in public areas in the city of Turin. The main challenge faced by the customer was the difficulty in accurately and consistently monitoring the presence of operators across approximately 60 weekly markets throughout the city. The solution we proposed was the VBG platform, used for the online submission of applications for permits and concessions. In addition, we developed a mobile app for local police officers, enabling them to record operators’ attendance and absences in real time, based on the permits and concessions issued. The app, designed specifically for mobile use, also includes a payment system integrated with PagoPA, significantly simplifying payment processes for economic operators (street vendors) and enabling immediate on-site verification by officers in the field.Sectors we typically serve
In terms of sectors, we primarily serve Municipalities, Unions of Municipalities, Metropolitan Cities, Regions, and Port System Authorities.Do you have metrics, KPIs, or benchmarks that make it possible to measure the impact and quality of your services?
Metrics
Metrics vary depending on the solutions adopted and the infrastructures on which they are implemented. Delivery timelines also depend on the specific characteristics of each project and on the size of the customer organization. From a cost perspective, optimization is often driven by the fact that we manage approximately 1,000 active service desks across Public Administrations nationwide. Developments are designed for reuse, and content configurations can be shared across territories with similar regulatory frameworks, generating significant economies of scale.KPIs
As for KPIs, in the case of the ACN-certified VBG SaaS service, we provide customers with monthly reporting focused on operational continuity. This enables public bodies to continuously monitor service reliability and compliance with required standards, offering a concrete indicator of delivery quality.n which areas are you currently innovating, which market trends are you addressing, and which new services or solutions do you plan to focus on in the near future?
Areas of innovation
Today, our innovation efforts are primarily focused on the digitalization of Public Administration service desks, particularly SUAP, SUE, and citizen-facing service counters. The platforms we deliver are strongly oriented toward interoperability with national ecosystems such as SPID, CIE, PagoPA, and the IO App. From a technological standpoint, we focus on containerization and microservices, adopting models that promote process automation through workflow engines, with the aim of making services more efficient and scalable.Trends
In terms of market trends, we directly address the main drivers shaping the evolution of the Public Administration, including the PNRR, the Cloud First approach, the growing focus on GDPR compliance, and the strengthening of cybersecurity strategies.Roadmap
Looking ahead, our roadmap is centered on providing continuous support to the Public Administration through solutions based on cloud technologies and artificial intelligence.Which Business Units or partners do you collaborate with to develop integrated solutions?
For software development, we work in a structured manner with the JAV-DM Business Unit (Factory), which represents a key support in the delivery of technological solutions. In addition, we collaborate with a specialized communication partner focused on the development of websites for the Public Administration.
How would you communicate the value of your Business Unit, and which keywords best describe it in your view? What message, instead, would you like to see highlighted through this interview?
Values
We are a young, forward-looking team focused on researching and delivering agile and long-lasting digitalization solutions. We continuously support our customers in simplifying processes and improving the user experience of services, ensuring reliability and continuity over time. Our goal is the full satisfaction of service users, both within the Public Administration and among citizens and businesses.Keywords
The keywords that best describe our Business Unit are digitalization, simplification, experience, interoperability, and security.Key message
Our Unit does not simply develop software: we are the partner that supports the Public Administration throughout its digital transformation journey.
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