The City of Milan is one of the largest municipalities in Italy, serving over 3 million people who live and work there. The city receives questions and service requests from its 1.4 million residents, 1 million monthly tourists, and 300,000 businesses within the metropolitan area. Known for its focus on innovation, Milan is committed to improving public services through digital transformation.
Business Problem
The City of Milan needed to modernize its services to deliver fast, accessible, and user-friendly digital services. But its more than 350 administrative processes—managing services like housing allocation, welfare, and urban planning—relied on outdated, paper-based systems. Modernizing these processes was essential to improving service delivery.
Appian Solution
To improve the citizen experience, the City of Milan wanted to provide a simple, user-friendly interface supported by an equally efficient digital backend. Since 2021, it has been using Appian to modernize 24 government processes.
Appian data fabric integrates existing systems without the need for complex data migration. Government employees are replacing tedious, manual work with automated processes—making both employees and citizens happier.
Key outcomes include:
Automating 24 government processes
Reducing the time to issue disabled parking permits from 2–3 weeks to just 13 hours
Reducing the time to process thousands of tax collection requests from several weeks to just a few days
Improving response times for both internal and citizen inquiries
"Digital is no longer optional—it’s the primary way residents interact with the municipality.”
Luca Curioni
Director of Citizen Experience
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City of Milan Improves Efficiency with Appian
How Leading Government Organizations Enhance Process Efficiency, Innovation, and Service Delivery
