PA 2020 Forum: digital and Public Administration

As part of the Forum 2020 event staged this week, Adobe presented the research entitled "PA and citizens: what tools to improve the digital experience of users?" created in collaboration with FPA (Digital360 group). The goal was to analyze the progress of the main public administrations in the country in their path of building digital tools and services geared to users' needs and expectations.

Adobe's research on PA and digitalization

The main results of the survey, conducted between April and May of this year on a sample of 60 administrations (32 central and 28 local) selected from the main bodies responsible for the provision of services aimed at citizens and businesses. CIOs have been brought in and responsible for the development of digital portals and services.

The 65% of organizations have a digital strategy but is not applied to all the services and the funds; 56% puts you at the center of the multi-channel and homogeneity of the services offered, the priorities that have emerged are design services for the citizen (80%), smart interface and immediate (76%), effective organization of content (53%) and research and Web analytics (50%); the instruments adopted today by the PA are Content Management System (60%), Customer Satisfaction (53%) living in environments with restricted access (51%), feed back forms (31%), and profiling systems (23%); 76% feel that they are skills the key to a digital PA. There is a growing awareness of the need to develop a strategy to improve the digital experience in line with the directives of the plan AgiD . The interventions placed in the field, in particular, focus on four areas: Service Design, User Interface, User Research and Content Design. This is the comment of Federico Tota, Country Manager, Adobe Italia.

The medical emergency is still in progress, has made the digital an indispensable tool for all to not stop. Our Country has undergone a process of digital transformation unprecedented in order to ensure continuity where possible. Also the PA may not be less than it must keep pace: citizens now expect that communication with the Public Administration takes place according to the same digital modes with which they interact in everyday life with the people and the brand. It is essential for the PA to offer services to clear digital, personalized and secure on all devices in real time through a digital experience that is both innovative and of value.

Among the offerings of Adobe for this field Experience Cloud (integrated solutions for creating digital experiences for multi-channel), the Document Cloud platform for the management, creation and sharing documents in PDF format) and Creative Cloud (solutions for the creative).