Source proof for Province of Bolzano builds the myCIVIS citizen portal with EMMA, a multilingual AI companion on Microsoft Copilot Studio and Foundry

…ent with a new, AI-powered citizen portal. Photo by Chris Welsch for Microsoft. At the heart of this transformation is the myCIVIS portal, where citizens can use voice, web or digital messaging to get answers to questions and access to services by communicating with EMMA, the multilingual AI companion built with Microsoft Copilot Studio. Here, a citizen will be able to directly access provincial services, including…

…d system that integrates seamlessly with Microsoft 365, Dynamics 365 and Azure. It used Microsoft Foundry to construct its AI apps to manage data and citizen interactions. “This was one of my dreams, to close the gap between citizen and public adminis…

…ly with the government.” Gasslitter noted that privacy is a fundamental issue – any citizen who does not want to use the proactive AI service can simply check a button and opt out. The rebuilt myCIVIS system is in beta testing and will go online in March. He…

…had seen how AI in the form of Microsoft 365 Copilot (the province’s government has 5,000 Copilot licenses with plans to add more) was helping to make the job of answering citizens’ housing assistance queries…

…not want to use the proactive AI service can simply check a button and opt out. The rebuilt myCIVIS system is in beta testing and will go online in March. He said that the province has been a Microsoft client since 2016, and continuit…

…is like a little Europe,” said Stefan Gasslitter, a native of the province and the general director of its public IT service provider, SIAG. “We have different languages, different cultures, and what I like is that real…

…ustro-Hungary, an even bigger melting pot of cultures and languages. Now it’s a semi-autonomous province of Italy, with its own ways of doing things. The majority of its 550,000 residents speak…

…ts AI apps to manage data and citizen interactions. “This was one of my dreams, to close the gap between citizen and public administration, to rebuild trust. Because when you have the data, the citizen has the possibil…

…der notes that Bolzano, like the rest of Italy, faces a demographic bottleneck: Many older workers are retiring, while there aren’t enough younger workers in the next generations available to…

…ts AI apps to manage data and citizen interactions. “This was one of my dreams, to close the gap between citizen and public administration, to rebuild trust. Because when you have the data, the citizen has the possibil…

…em up front what kinds of support and aid they can get, all in a one-stop shop. The province built its digital infrastructure using a suite of Microsoft tools on Power Platform, a low-code, cloud-based system that integrates seamlessly with Microsoft 365,…

…ata about a citizen that already exists across provincial and federal agencies. If a citizen opts to use it, the proactive AI feature in myCIVIS will describe the services for which they qualify. If, for example, you have a child with a learning disability, the feature will…

…yCIVIS system is being built, “a human-in-the-loop” approach ensures oversight: In cases that are complex, citizens will be directed to human operators to resolve issues. All AI-driven components are supervised and continuously improved by data scien…

…ren’t enough younger workers in the next generations available to replace them. The AI chatbot on the myCIVIS platform will ease that pressure by handling frequently asked questions first, improving the experience for each resident while leaving more time for staff t…

…en ask. Requests, if not immediately fulfilled, will be monitored in real time. The result is less guessing, less waiting and fewer lines. “This was one of my dreams, to close the gap between citizen and public adminis…

…he Province of Bolzano received funding for Progetto Bandiera (Project Baniera, part of an Italian economic program known by the acronym PNRR , supported by the European Union). Hofer said the funds were granted because of the innovative approach the prov…

…saging to get answers to questions and access to services by communicating with EMMA, the multilingual AI companion built with Microsoft Copilot Studio. Here, a citizen will be able to directly access provincial services, including…

…em up front what kinds of support and aid they can get, all in a one-stop shop. The province built its digital infrastructure using a suite of Microsoft tools on Power Platform, a low-code, cloud-based system that integrates seamlessly with Microsoft 365,…

…had seen how AI in the form of Microsoft 365 Copilot (the province’s government has 5,000 Copilot licenses with plans to add more) was helping to make the job of answering citizens’ housing assistance queries…

…Stefan Walder is the head of Bolzano Province’s housing authority in Italy, and he and some of the employees of the department are among those testing out a new platform. Photo by Chris Welsch for Microsoft. Stefan Walder is the head of Bolzano Prov…

…at are complex, citizens will be directed to human operators to resolve issues. All AI-driven components are supervised and continuously improved by data scientists and AI engineers. “The goal is simple: an easy, accessible, natural-language experience, availabl…

…not want to use the proactive AI service can simply check a button and opt out. The rebuilt myCIVIS system is in beta testing and will go online in March. He said that the province has been a Microsoft client since 2016, and continuit…

…not want to use the proactive AI service can simply check a button and opt out. The rebuilt myCIVIS system is in beta testing and will go online in March. He said that the province has been a Microsoft client since 2016, and continuit…

…saging to get answers to questions and access to services by communicating with EMMA, the multilingual AI companion built with Microsoft Copilot Studio. Here, a citizen will be able to directly access provincial services, including…