Benchmarking Dashboard BETA



1.1 - Skills

Does the local authority have internally any position such as service designers OR user researchers OR user experience experts?
Evidence: There is a specialized division on "Citizens Experience", with some specific units/offices in charge of user research and service design. The Division as a whole is composed by 58 people. Among them, 13 positions can be strictly identified as user research/user experience experts or service designers.
Has the local authority provided training on service design or user research to its employees in the last three years?
Evidence: Some specific training on service design and user research has been delivered in the form of: - Modules in Masters on Digital transformation (5 masters for 6 participants) - Short training on specific topics (762 training man hours)
Has the local authority provided training on ICT to its employees in the last three years?
Evidence: In the period 2019-2021, 36 courses in the field of ICT were organized by the Training Unit of the Municipality. Employees involved: 9’843. All employees of the Municipality have to be mandatory on ICT security and GDPR related issues. In 2022, 25 courses were delivered and number of participants amounts to 5’384
Has the local authority provided training on ICT to citizens in the last three years?
Evidence: There are many initiatives aimed at providing training on ICT to citizens. Just to recall most recents one: - Digital education for citizens: in each neighborhood there is the possibility to attend courses in person from basics to advanced levels. - ABC…SPID: in each borough, a coaching for disadvantaged people who still do not have an eID for accessing online services. - Milano Digital Week, the annual initiative aimed at training, informing, discussing and experimenting in the field of digital transformation (ed. 2019 – 85’000 participants, 500 events (workshops, seminars, shows, training courses….); ed. 2020 – 120’00 participants, 550+events, 300 partners; ed. 2021, 50 events, 40 webinars,27 testimonials, 312’000 views, 11’000 single users; ed. 2022 350 events, 30’000 new users, 20’000 single clicks). - “Formazione in comune” curricula on digital divide (vocational training and life long learning): 2022 – 1’000 students involved in exchanges school-work - Cyber Secure city, aimed at spread awareness among citizens, companies and institutions about Cyber Security. - …

1.2 - Strategies

Does the local authority have a digital strategy less than three years old?
Evidence: In March 2021 the "Plan for digital transformation” was issued. Hereafter a PPT presentation: In 2022 state-of-the art and fine-tunings were issued by the newly constituted “Board for digital innovation”:
Does the local authority have a position of Chief Digital Officer or equivalent?
Evidence: Within the local authority the Chief of ITED - Innovazione Tecnologica e Digitale (Techology and Digital Innovation) plays the role of Chief Digital Officer. The Board for Digital innovation was settled in 2022 with the aim of leading digital transformation. (
Does the local authority have formal service standard (like for instance the UK Government Digital Service standards)?
Evidence: For some services, specific “Service Charts” are issued and they contain quality standard. More info:
Does the local authority have design guidelines valid across departments, including for instance standards or protocols for simple language?
Evidence: Standards for UX service design are settled by the Enterprise Architecture Unit and by the Communication Unit (e.g.: EA-LING-Progettazione-UX-UI_v1.1.pdf ) They are coherent with and refer to national standards settled by the National Agency for Digitalization ( and National Minister for Public Administration (
Does the local authority have in place formal methods to monitor and enforce such service standards and design guidelines?
Evidence: The procedure in use (for new service implementation or revision of existing ones) foresees different checks and controls to verify that standards are effectively fulfilled. (“Processo: Supporto e validazione nuovi progetti”). The procedure was formally adopted by the Municipality on 22.5.2020 through a Giunta decision.
Are service design or user experience mentioned in digital strategy or some other strategy level document?
Evidence: Specific references are in the Digital Transformation Plan ( )

1.3 - Ecosystem

Does the local authority provide APIs to other administrations and to private companies?
Evidence: A specific section of Milan website is dedicated to APIs. An average of about 3’000 requests are accomplished monthly. (
Does the local authority use standardised services modules, provided at national or European level (e.g. CEF building blocks, national payment service or eID)?
Evidence: Presently the following service modules are integrated in Milan on-line services: - Public Digital Identity System (SPID), the access key to digital services of local and central administrations - - PagoPA is the national platform that allows you to choose, according to your habits and preferences, how to pay taxes, duties or fees to the public administration and other participating entities that provide services to citizens - - AppIO - the app allows citizens to easiyly interact with different local or national public administrations, collecting all their services, communications, payments and documents in a single app -
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?

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?
Evidence: A specific internal procedure is settled in order to promote UX Design practices in developing digital services (EA-LING-Progettazione-UX-UI_v1.1.pdf ). At the moment service co-design sessions are used when a local service is reengineered in order to digitalize it (or part of it). Service co-design sessions are still not regularly run for any local service. A new release of the internal procedure is expected in 2023.
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?
Evidence: An articulated CRM service is in charge of monitoring impact on citizens/users satisfaction, pain points and problems through surveys, social media analysis and tickets opened by contact points (e.g. phone number 020202).
Does the local authority habitually use specific service co-design / user research sessions with disadvantaged communities (e.g. minorities, elderly, disabled people, etc.)?
Evidence: Within the We-Mi service (Social affairs department), specific research sessions are organized to co-design ICT services with disadvantaged communities (CSOs, minorities, elderly, homeless, disabled people, vulnerable families)
Does the local authority habitually use web analytics and other service data to improve digital services (e.g. completion rates and most frequent errors)?
Evidence: Reports on web analytics are regularly issued in order to monitor digital services and support their improvement (e.g. “Report on Milan website 2022)
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)?
Evidence: New releases have been issued on most digital services even more often than once a year. E. g: With reference to the app “Fascicolo del Cittadino/Citizens folder” new releases are regularly issued especially for adding new features. In 2022, 4 releases were issued.

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)?
Evidence: Approx. 70% of main administrative services are presently provided fully on-line. A list of services (main and secondary) can be consulted on Considering that list, digital services are 171 out of 532. Besides these services, other websites connected to Milan Municipality are available with specific digital services (
Does the local authority have a dedicated app that is downloaded by more than 20% of the population?
Evidence: The “Fascicolo del cittadinio (Citizen folder) is the app through which most services are delivered. At 31.12.2022 the Google Play Store and Apple Store recorded 479’922 downloads from the firs issue of the app. Compared to the total number of residents, it scores a 34% rate.
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?
Has the local authority already fulfilled the requirements of the Single Digital Gateway (deadline end of 2022)?
Evidence: In the Italian context, at the moment the main action asked to Municipalities in order to fulfil the Single Digital Gateway requirements consists in allowing authentication to services via eIDAS. The Public Digital Identity System (SPID) fulfils requirements for eIDAS and it is fully operable for any service in the City of Milan. Other initiatives are on the way, but they are managed by National Minister of Internal Affairs and Agid – Italian Agency For Digital Innovation (e.g. Data Catalog).
Does the local authority provide habitually to citizens the possibility to check online the progress status of the services they request?

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)?
Do all the websites or websites sections of the local authority have consistent design and look&feel?
Evidence: There are specific standards settled:
Does the local authority provide the possibility to citizens to have live audio/video interaction (such as videoconference or single telephone number)?
Evidence: A single contact number for the city of Milan (020202) is active. It is possible to book appointments for all services. For some services there is the possibility to meet on-line through Microsoft Office Teams (e.g. Urban planning, Taxes, Youth Desk, …)
Are the local authority web services in line with accessibility guidelines (WCAG)?
Evidence: The official website of the Municipality has been designed according to WCAG 2.0 guidelines foreseen by the WAI standard (W3C), coherently with accessibility requirements WCAG 2.0 - level AA. A specific tool is used for monitoring websites accessibility and detect problems, optimize content and create an inclusive website experience.

2.4 - Security and privacy

Are the users able to use national eID, as a means of authentication for online services requiring authentication?
Evidence: SPID (Public Digital Identity System) and CIE (Electronic Identity Card) are used as access tools for any municipal services:
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.)?
Has the local authority in place documents on measures, practices or procedures on ICT security?
Evidence: A specific Cyber Security Unit is settled in the ICT and Digital Agenda Direction. The Unit is in charge of developing and deploying procedures and standards for reducing risks.

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?
Evidence: Hereafter some examples: - Civic access for getting information and posting any complaint regarding presumed misbehaviors in administration( - Milano Partecipa for collecting opinions from citizens and business on new legislation, new policies and services ( Some specific participatory mechanisms concern Urban planning or Building rules (Piano di Governo del Territorio and Regolamento edilizio). These processes are put in place for brief periods defined by the approval period of the norms.
Has the local authority put in place structured means for users to provide feedback?
Evidence: Hereafter some examples of channels used for collecting feedbacks from citizens: - Contact Center 020202 - Emails to offices - The Whatsapp virtual assistant ( - Social media (Facebook, …) +1.000.000 tickets per year opened through the different channels.

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?
Evidence: Data from different datasets are collected thanks to the national fiscal code as a master data. That allows providing pre-filled application forms in many services. (e.g. all services in the Fascicolo del Cittadino). A specific national regulation imposes that public institutions cannot ask for data which are collected by other PAs. More info here:
Does the local authority encourage the use of standards in IT development and procurement?
Evidence: There are standards settled by the Enterprise Architecture Unit ( .Forms and flow charts settle standards that are compulsory also for external providers and have to be recalled in procurement procedures.
Has the local authority policies in place to encourage the use of open source solutions?
Evidence: There are specific guidelines defined by the National Agency Agid. At the local level the Enterprise Architecture Unit issued coherent guidelines. (See: EA-PRIN-Principi_1.1.pdf in


3.1 - Adoption

Considering only services that are available online, are the majority of transactions carried out online?
Evidence: Data and percentages differ for single service. See statistics here:
Does the local authority publish data on usage of online services (such as a dashboard with metrics on transactions) on a regular basis?
Evidence: There is an open data section on Milan website with specific publication of data referred to digitalization:

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?
Evidence: Please see evidence in the following publication:
Does the authority measure the amount of annual financial savings for the public administration?
Evidence: Please see evidence in the following publication:

3.3 - Satisfaction

Does the local authority measure the citizens’ level of satisfaction with regards to the services’ provision?
Evidence: Permanent surveys are carried out on online bookings and online residence requests. Specific surveys are made on some services. CSAT Score indicators are used.
Is the share of satisfied users above 80%?
Evidence: In 2022 6 on-line services were surveyed monthly. 4 out of 6 show a satisfaction rate above 80%, 1 is about 79% and the last (“Certificates of marital status”) has a lower rate (64%). “Certificates of marital status” and “Certificates from registry office” have been moved to a national system ( since 1. January 2023. Quality reports are available here:

Background Information

1 396 673
Total population
14 328
Total number of employees in the city/region administration
10 266 500 000
Total annual budget (last year or average of the last three years)
Number of ICT specialists employed directly (full-time equivalent)
Number of ICT specialists employed indirectly (subcontracting/outsourcing)