Discover Lugano's digital-first revolution, where process orchestration and automation have reshaped municipal operations. Join us as we explore how Lugano became a digital-first municipality, the benefits realized, successful examples of automated processes, and valuable tips. Gain insights from Enrico Gulfi, the IT director at the City of Lugano, and get a glimpse into the future of automation.

The primary motivation to become a digital-first municipality was to be more centered around the citizens. Transparency was one of the keywords here. In the old situation, citizens had almost no knowledge about the process. "We decided we had to change because it was not centered around the citizens and their interest," says Enrico Gulfi. 

In 2015, the City of Lugano embarked on its automation journey, focusing on placing the citizen at the center. Embracing a vision of transparency and efficiency, they laid the foundation for all future processes to revolve around this guiding principle.

Camunda: partner for automating processes

Once you decide you want transparency and automation, you look for a technology that can do that. Camunda was the partner of choice in this case! With their expertise in BPMN processes, they proved to be a competent partner.

“One of the main benefits is that we had to redefine our processes,” says Enrico. It’s a time-consuming process but very valuable. It provided an enormous advantage to the administration team as their operations became more efficient. Besides, with these transparent processes, they also gained lots of data. Not only ideal for defining goals and KPIs but also for creating transparency for the citizens.

The other thing is that people have started thinking in terms of processes; it kick-started a new mindset, which is fantastic! Next to these benefits, there are savings of more than 1,300 work hours per year. 

1. Job applications

Lugano automated a part of the job application process. Gone are the days of cumbersome paperwork and manual evaluations. Now, candidates can effortlessly submit their applications online, update their details, and have their qualifications automatically assessed by a sophisticated document management system. The system generates personalized notifications for successful and unsuccessful candidates, ensuring transparency and swift communication. This way, both candidates and staff are supported with automatically extracted data.

2. Registration for summer camps

They also successfully automated the registration process for summer camps, providing parents with a streamlined and intelligent system. With limited available seats, the system dynamically adjusts options based on the child's age, suggesting the most suitable camp choices. Parents can select their preferred camp, and registration is finalized only upon payment completion. This automation has replaced the process of paper forms and phone calls, eliminating overbooking issues and reducing frustration for parents. 

Lugano embarks on several improvements: automating five to ten services yearly. Every year they select an area to focus on. The upcoming year, it's services around mobility and traffic (think about travel- and parking tickets). Besides, they'll integrate digital identities by third parties, which makes it easier for citizens to access the platform of the municipality.

  • Know your services and processes: before you start digitizing, get to know your services and processes.

  • Prioritize: prioritize your services based on the benefits provided to the citizens (not your administration).

  • Positive experience: create positive experiences for the citizens and convince them about this new - digital - way of working.

  • Reusable components: create a coherent platform of reusable components. Services may be different but have lots of elements in common.

  • Simple and fun: create simple services and make the experience convenient and fun.

  • Feedback: gain feedback from the end users and measure satisfaction.

Want to know more about automating processes? Get in touch!