City of Turin
1. Enablers
1.1 - Skills
Does the local authority have internally any position such as service designers OR user researchers OR user experience experts?
Yes
If yes, provide the evidence, including the approximate number of such positions
Service designers, user researchers and user experience experts are positions covered by the Csi-Piemonte (ICT in-house company)
Has the local authority provided training on service design or user research to its employees in the last three years?
Yes
Has the local authority provided training on ICT to its employees in the last three years?
Yes
If yes, provide the evidence, including the approximate number of people trained
Csi-Piemonte (ICT in-house company) is constantly training their employees about user research.
Has the local authority provided training on ICT to citizens in the last three years?
No
If yes, provide the evidence, including the approximate number of people trained
In 2022, about 2500 employees attended by City of Turin e-learning platform the courses below: - Accessibility - Cybersecurity - Free and Open Software in Public Administration - Phishing - Data, information and electronic documents - Communication and sharing - On line services - Digital Transformation
1.2 - Strategies
Does the local authority have a digital strategy less than three years old?
Yes
If yes, provide the evidence
Is undergoing an internal review for the new digital strategy
Does the local authority have a position of Chief Digital Officer or equivalent?
Yes
If yes, provide the evidence
As required by Italian law, the Digital Transformation Manager is the ICT Chief (Divisione Sistemi Informativi)
Does the local authority have formal service standard (like for instance the UK Government Digital Service standards)?
Yes
If yes, provide the evidence
For many services City of Turin provides a quality standard defined in specific service charters (http://www.comune.torino.it/progettoqualita/carte.shtml)
Does the local authority have design guidelines valid across departments, including for instance standards or protocols for simple language?
Yes
If yes, provide the evidence
Standards for UX service design are identified by the ICT Division with the collaboration of Csi-Piemonte (ICT in-house company) The TorinoFacile services portal design framework is coherent to national standards settled by Agid the National Agency for Digitalization (https://www.agid.gov.it/it/linee-guida).
Does the local authority have in place formal methods to monitor and enforce such service standards and design guidelines?
No
Are service design or user experience mentioned in digital strategy or some other strategy level document?
Yes
If yes, provide evidence
The City of Turin is working in a new ICT Strategy Document that will be published in the next months
1.3 - Ecosystem
Does the local authority provide APIs to other administrations and to private companies?
No
Does the local authority use standardised services modules, provided at national or European level (e.g. CEF building blocks, national payment service or eID)?
Yes
If yes, provide evidence of standardised services modules
City of Turin uses national platforms based on European level: PagoPA the national platform for payment (https://www.pagopa.gov.it/); AppIO the italian app that allows citizens to receive notification about City of Turin services (https://io.italia.it/); Public Digital Identity System (SPID: https://www.spid.gov.it/);
Has the local authority carried out within the last two years innovative forms of procurement, such as pre-commercial procurement, hackathons, other forms of collaboration with SMEs and startups?
No
2. User-Centricity Performance
2.1 - Co-creation
Does the local authority habitually (as standard practice on every new digital service) use service co-design / user research sessions in developing its services before their launch?
Yes
If yes, provide evidence on the type of service sessions
These sessions are managed by Csi-Piemonte (ICT in-house company)
Does the local authority habitually carry out users' research sessions on a regular basis (at least once a year) AFTER the launch of a service?
No
Does the local authority habitually use specific service co-design / user research sessions with disadvantaged communities (e.g. minorities, elderly, disabled people, etc.)?
No
Does the local authority habitually use web analytics and other service data to improve digital services (e.g. completion rates and most frequent errors)?
Yes
If yes, provide evidence of web analytics examples employed
The City of Turin included in its pages and services the Web Analytics Italia tool to identify areas for improvement in its services and online communication.
Does the local authority habitually plan for releasing regular (at least once a year) new releases for existing digital services (not including technical updates automatically provided by software provider)?
No
2.2 - Supply of online services
Does the local authority provide the majority of services fully online (out of total services provided that could potentially be digitalised)?
Yes
If yes, provide evidence of the percentage of service provided online
about 60% services are fully on line. On line services are listed on https://servizi.torinofacile.it/info/servizi.
Does the local authority have a dedicated app that is downloaded by more than 20% of the population?
Yes
If yes, provide evidence (e.g. name of the app)
The services portal is in responsive mode to allow use by mobile phones like a web app
Does the local authority offer at least one proactive service, where users are automatically signed up for a service based on the government-held data?
Yes
If yes, provide evidence of proactive services
Within the TorinoFacile (https://servizi.torinofacile.it/info/) services portal, citizens can find all their data held by the administration.
Does the local authority provide habitually to citizens the possibility to check online the progress status of the services they request?
Yes
If yes, provide evidence
Within the TorinoFacile (https://servizi.torinofacile.it/info/) services portal, citizens can submit requests and check their status related to the most important services.
2.3 - Useability
Does the local authority habitually carry out useability assessment of its online services, using standard tools such as System Useability Scale (SUS)?
Yes
If yes, provide evidence of usability assessments carried out
Some services use the SUS test to measure user satisfaction.
Do all the websites or websites sections of the local authority have consistent design and look&feel?
Yes
If yes, explain how (e.g. use of colour palette, consistent text size and fonts used, etc)
The TorinoFacile (https://servizi.torinofacile.it/info/) services portal has a consistent design. Otherwise, the official site has not yet adopted design guidelines.
Does the local authority provide the possibility to citizens to have live audio/video interaction (such as videoconference or single telephone number)?
Yes
If yes, provide evidence on what type of interaction
Citizens and professionals can book an appointment with the City of Turin, make a video call with the operator and exchange the necessary documentation.
Are the local authority web services in line with <a href="https://www.w3.org/TR/WCAG21/" target="_blank" >accessibility guidelines (WCAG)</a>?
Yes
If yes, provide examples of WCAG guidelines compliance with web services
Most of the services published in TorinoFacile (https://servizi.torinofacile.it/info/) services portal are WCAG compliant
2.4 - Security and privacy
Are the users able to use national eID, as a means of authentication for online services requiring authentication?
Yes
If yes, provide evidence
All Italian public administration services use a centralized ID system (SPID) and CIE (Electronic Identity Card)
Has the local authority put in place measures to ensure citizens' control over the data held about them (such as seeing who has access to the data and for what reason, correcting data, etc.)?
Yes
If yes, provide evidence of the measures put in place to ensure citizens' control over the data held about them
Users' personal data are processed in compliance with Italian privacy laws (European Regulation 2016/679 GDPR)
Has the local authority in place documents on measures, practices or procedures on ICT security?
Yes
If yes, provide evidence of what documents
The City of Turin uses the data center of the CSI Piemonte (ICT in-house company) certified according to Agid (Agency for Digital Italy) regulations
2.5 - Citizens redress and feedback mechanisms
Does the local authority provide online mechanisms for both citizens and businesses to complain and seek change to a decision?
No
Has the local authority put in place structured means for users to provide feedback?
Yes
If yes, provide evidence on how users can provide feedback
The City of Turin periodically carries out customer satisfaction surveys on specific services. Most of the services allow to the citizen, at the end of the task, to express his opinion about his satisfaction in using the service
2.6 - Interoperability
Does the local authority apply the once-only principle in its services, so that citizens are not required to submit documents already held by the administration?
Yes
If yes, provide evidence
All services of the City of Turin applies locally the once-only principle and provides the data held by the administration
Does the local authority encourage the use of standards in IT development and procurement?
Yes
If yes, provide evidence
City of Turin, as a part of Italian Public Administration, makes use of 'Developers Italia' and 'Designers Italia' resources to design develop digital services. - https://designers.italia.it/ - https://developers.italia.it/
Has the local authority policies in place to encourage the use of open source solutions?
Yes
If yes, provide evidence
Before procuring a software, the City of Turin carries out a scouting to verify if there are available open source solutions
3. Outcome
3.1 - Adoption
Considering only services that are available online, are the majority of transactions carried out online?
Yes
If yes, provide evidence of the percentage of transactions carried out online
Most of the services are self-consistent and allow citizens to carry out all transactions within the online service.
Does the local authority publish data on usage of online services (such as a dashboard with metrics on transactions) on a regular basis?
No
3.2 - Reduction of burden
Does the authority measure the average time saved by citizens when using an online service compared to the offline one?
No
Does the authority measure the amount of annual financial savings for the public administration?
No
3.3 - Satisfaction
Does the local authority measure the citizens’ level of satisfaction with regards to the services’ provision?
Yes
If yes, provide some evidence including the use of standard methods (such as Net Promoter Score)
Most of the services allow to the citizen, at the end of the task, to express his opinion about his satisfaction in using the service
Is the share of satisfied users above 80%?
No
Background Information
840.000
Total population
7.500
Total number of employees in the city/region administration
Total annual budget (last year or average of the last three years)
7
Number of ICT specialists employed directly (full-time equivalent)
150
Number of ICT specialists employed indirectly (subcontracting/outsourcing)
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