Strengthening Customer Relationships with Process Automation

Nestled in Switzerland on the northern shore of glacial Lake Lugano, the picturesque city of Lugano is one of the most forward-thinking and digitized local government agencies in Europe. With its always-available web portal, more than 67,000 residents can interact directly with the local government – Città di Lugano. 

Città di Lugano believes everybody, whether they are residents, visitors or businesses, should be able to trigger and actively participate in processes — from obtaining a construction permit, organizing an event in a public space or obtaining financial support for a cultural initiative. 

Simple, straightforward access 

Città di Lugano enables access to digital services through the portal, powered by Camunda Platform, that gives participants full visibility into the progress of their request. This has increased the transparency and accountability of Città di Lugano, which has improved the level of trust between residents and the public administration

And users were quick to adopt the easy self-service portal. Within just 100 days of launch, more than 3,500 had registered for the user-friendly service.

The portal also brought tangible benefits to operations. An automated job application service reduced the time for administrative tasks and related costs by 90% — which corresponds to one full-time position in the department. The summer camp registration service cut administrative duties by 60%. Meanwhile, the number of certificates (residence, family, etc.) obtained online increased by 70%, reducing waiting time at the city front desk and freeing staff for other activities.

If you’d like to learn more about how Città di Lugano transformed relationships and deepened trust between residents and the public administration through Camunda Platform, download our free case study.

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