The platform that digitalizes the entire life cycle of the relationship with citizens — from submitting applications, complaints and reports through to the official reply — bringing together a public portal, an operator backoffice and an AI chatbot on a single data core and a single workflow engine.
A Public Relations Office (URP) handles requests, complaints and reports every day across fragmented channels — front desk, phone, e-mail — with poor traceability and uncertain timing. The URP Platform brings order: it gives citizens a single, secure channel, accessible 24/7 to submit their applications, attach documents and follow progress in real time; it gives the organization a backoffice to take charge, route, process and reply in a fully traceable way and within statutory deadlines.
Everything rests on a single data core and a single workflow engine: the same information serves the portal, the operators and the virtual assistant, with no duplication and no silos. The result is less pressure on the front desk, predictable response times and full transparency for those who reach out to the organization.
Three distinct environments, one single solution: whatever comes in through one channel is immediately available to the others.
The digital channel where the citizen signs in, submits reports with attachments and follows their status in real time. Responsive and accessible from any device.
The internal workspace: work queues, take-over, routing, processing, replies, configuration and reporting, with role-based permissions and visibility.
A conversational assistant available without login that answers frequent questions 24/7 from the organization's official documents and, when needed, opens a case or hands off to an operator.
Authentication with SPID and CIE, plus e-mail/OTP and social providers: secure, compliant access.
Complaint, request for information, suggestion or fault report: dynamic forms with the right fields for each type of case.
Photos and documents with preview and, where useful, the exact point on the map the report refers to.
Case number, always-updated status and timeline: the citizen knows exactly where their request stands.
Direct dialogue with the operator for follow-ups and clarifications, without leaving the case.
When the case closes, the citizen rates their satisfaction: valuable input for continuous improvement.
Each operator sees what concerns them — their own cases, the office's or all of them — with filtered views and granular permissions.
Every case is classified by type and assigned to the right office; it can be reclassified in a traceable way when needed.
A case is handled by one operator at a time, with an expiring lock and conflict control: no duplicated work.
Statutory deadlines under control with automatic reminders and escalation to the manager when a deadline is at risk.
Predefined reply templates by type, always editable by the operator: quality and consistency, in less time.
KPIs on volumes, times, SLAs and satisfaction, with CSV, PDF and Excel export for monitoring and reporting.
Common questions about opening hours, forms, contacts and procedures: instant answers, any time.
RAG technique: the assistant answers from the official knowledge base (FAQs, regulations, forms), not from generic sources.
If the information isn't in the documents, the chatbot says so and refers to an operator: no made-up answers.
Every answer keeps the documents it was drawn from, verifiable afterwards by operators.
When a person is needed, the assistant performs an assisted hand-off, without making the citizen start over.
From the conversation the bot can pre-fill and start a report, cutting errors and entry time.
Built on Public Administration standards and the best open technologies, with data hosted in the European Union.
Integration with SPID and CIE (SAML/OIDC) and a modular authentication architecture, ready to evolve towards eIDAS 2 and the IT-Wallet.
Designed to the AgID guidelines and public-sector accessibility obligations, so the service is truly for everyone.
Consents, configurable retention, attachment encryption, DPIA support and records of processing. Data hosted in the EU.
Types, fields, templates and workflows are configured as data: the organization adapts the platform itself, with no wait for new versions.
A REST-API architecture, ready to talk to the organization's records/protocol system, certified e-mail and management software, and to add new channels.
Angular, Java/Spring Boot and PostgreSQL on cloud-agnostic infrastructure: enterprise power with no licence costs and no vendor lock-in.
Every case follows a clear, traceable path, from its initial state through to closure, with deadline control at every moment:
Every action is recorded in a full audit trail: who did what and when, always reconstructable.
A single, simple channel available 24/7, with secure digital-identity access, full transparency on case status and instant answers to common questions.
Less pressure on desk and phone, automatic routing and predictable response times, full traceability, regulatory compliance and concrete data for continuous improvement.
Tell us how you handle your relationship with citizens today: we'll show you how the portal, backoffice and AI chatbot can simplify it.
Let's talk