Bolzano's digital renaissance: AI that puts citizens first
Bolzano sits at a rare intersection: German, Italian and Ladin communities share one province, one administration, and many expectations. That mix, says Stefan Gasslitter of SIAG (Sudtiroler Informatik AG), is exactly what fuels bold ideas. The province is using AI to flip the script on public service: fewer forms, faster answers, and help that finds you.
The core: myCIVIS + EMMA
The province is rebuilding its digital front door with myCIVIS. Citizens use voice, web or messages to talk to EMMA, a multilingual AI companion built with Microsoft Copilot Studio. Ask a question, get what you need. Or opt in and let the system proactively surface benefits you qualify for-before you ask.
Behind the scenes, the platform runs on Power Platform with tight integration to Microsoft 365, Dynamics 365 and Azure. Microsoft Foundry helped build AI apps that unify data and streamline interactions. The goal is simple: close the gap between citizen and administration and rebuild trust through clear answers and faster outcomes.
Privacy and choice by design
Proactive features are opt-in. Don't want recommendations? Toggle off. Complex cases route to human operators. AI outputs are monitored and improved by data scientists and engineers. Transparency, oversight and controls aren't tacked on-they're part of how the system works.
What's changing on the ground
Housing assistance: faster responses, less pressure on staff
Stefan Walder's housing authority handles more than 2,000 requests a year. Change is never simple in public institutions, and teams worry about new ways of working. But early results are winning people over. With 5,000 Copilot licenses across the government (and more planned), staff already see faster, clearer answers to common questions.
Bolzano faces a talent squeeze as older workers retire. The myCIVIS chatbot takes routine queries first, summarizes requests and learns which issues come up most. Staff get time back to solve the harder problems residents care about.
Healthcare: less admin, more patient time
Seven hospitals across the province will use AI to reduce paperwork and support clinicians. Merano is piloting a "hospital of the future" approach so doctors can spend more time with patients and less time on records. Some health records are already accessible through myCIVIS, making life easier for residents who need quick access.
Local entrepreneur Markus Perger uses myCIVIS mainly for medical records-no more paper chase. He's also building touristinfo.ai through the NOI Techpark incubator and Microsoft for Startups Founders Hub, tapping into public data to help visitors plan smarter trips. It's a small example of how better data access benefits citizens and business.
Built with people, not just tech
Hedwig Unterfrauner leads the front-end team for myCIVIS and serves as a village assessor in Feldthurns. That dual view matters. User testing showed most people don't know which services even exist-scholarships, housing aid, farm support, and more. Now, citizens can ask questions in plain language and get direct, relevant answers without decoding bureaucratic text.
For SIAG's chief AI officer, Alessio Trazzi, "human-in-the-loop" isn't a buzzword. Complex issues route to people. All AI components are supervised and continuously improved. He puts it simply: easy access, natural conversation, always available-while keeping the human side front and center.
Funding and momentum
The Province secured EU funding under Progetto Bandiera (part of Italy's PNRR) for the myCIVIS portal and a fraud management platform. It's a vote of confidence for a citizen-first approach that blends data, AI and practical delivery. For context on the EU program, see the Recovery and Resilience Facility overview here.
Practical takeaways for governments and IT leaders
- Map the citizen journey first. Design services around outcomes, not org charts.
- Build a unified data layer with clear consent and opt-in controls.
- Offer a multilingual, conversational front end across voice, web and messaging.
- Adopt a "proactive by default" model-surface eligibility and next steps automatically.
- Keep humans in the loop for edge cases and oversight; measure and improve continuously.
- Use low-code for speed, but enforce governance, security and auditability.
- Address workforce gaps: let AI handle routine work so staff can focus on high-value tasks.
- Start with a few high-volume services (housing, health, permits), then scale.
What's next
The rebuilt myCIVIS is in beta and scheduled to go live in March. Expect shorter lines, fewer forms, and clear answers from the first interaction. Most importantly, expect a service mindset that earns trust one resolved request at a time.
If your team is planning similar projects and needs structured upskilling, explore curated programs by role at Complete AI Training.
Leaders to know
- Stefan Gasslitter, General Director, SIAG: driving a customer-first public administration.
- Stefan Walder, Housing Authority Head: proving the value in high-demand services.
- Josef-Thomas Hofer, IT Director, Province of Bolzano: importing private-sector discipline and securing EU funding.
- Hedwig Unterfrauner, Head, Competence Center WEB, SIAG: turning user testing into simple, useful interfaces.
- Alessio Trazzi, Chief AI Officer, SIAG: ensuring oversight and a human-centric approach.
- Markus Perger, entrepreneur: a citizen's view of real benefits-and new business built on open data.
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