Digital Transformation within the Pubblica Amministrazione Redesign of the Permesso di Soggiorno procedure

In response to the evolving context of Pubblica Amministrazione in Italy, this project undertakes a comprehensive investigation of the Permesso di Soggiorno procedure, focusing on its digital transformation. The final goal is to not only modernize the procedural aspects of it but also to significantly enhance the overall experience for both service providers and end-users. The Permesso di Soggiorno, an essential component in immigration and residency authorization in the Italian context, serves as a critical touchpoint for service providers and users. In acknowledging the complexities and challenges in the existing procedural framework, this project seeks to improve the experience for all actors involved by enhancing the service into a more user-centric, efficient, and technologically adept era. The project had a multifaceted approach by integrating qualitative and quantitative research methodologies. The initial phase involved extensive desk research (i.e. design thinking methodologies, Interoperability, the Cloud Italy Strategy and insights from the UK government’s Service Design Manual). This first approach was supplemented with a focused qualitative and quantitative exploration, including in-depth interviews, questionnaires and field observations. Through this synthesis of methods, the project aimed to understand the real needs experienced by users and service providers within the current procedure. The outcomes of this project were efficiency, simplicity, reduced bureaucracy, improved sustainability, and enhanced cost-effectiveness. These transformative elements collectively yield advantages to all actors. The online platform for the Permesso di Soggiorno request and renewal was tested by users and received positive feedback. The results were unequivocally positive, highlighting the practical benefits and user satisfaction derived from the project’s approach. In conclusion, this project shows tangible improvements in the Permesso di Soggiorno procedure.