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Adobe and FPA research results presented at the PA Forum

Posted: Thu Jul 10, 2025 4:20 am
by nusratjahan
At Forum PA, the annual event dedicated to the world of Public Administration, the results of a survey conducted by Adobe with the support of FPA were presented. The research focused on analyzing the advancement of technological services and tools within Italy's leading public administrations.
The study, titled "PA and Citizens: Which Tools to Improve the Digital Experience of Users?", highlighted a gap between the availability of digital services offered by Public Administration and their actual use by citizens and businesses.

While, surprisingly, the supply side in Italy actually performs better than the EU average, the most serious delays are still recorded on the demand side : only a minimal portion of Italian users actively use e-government services, compared to a much higher EU average.

These results are not only due to the poor digital literacy of Italians but also to other factors such as the quality of services and portals themselves, which have not yet reached acceptable levels of usability and accessibility, and the lack of awareness of the benefits of online tools due to ineffective communication.

The research also highlighted a growing awareness of the need to develop a strategy to improve the digital experience for the online services provided by their organization: over half of the interviewees declared that they had defined their own strategy, but only a small portion of them had shared it at all levels of the organization and applied it across all sectors and all the services provided.

From a governance perspective , the administrations shop interviewed demonstrate that they have adopted very different organizational choices and digital experience governance models , partly due to their different nature and size. In some cases, the presence of an ad hoc organizational unit was noted; while, in many cases, they preferred to distribute responsibility across different organizational units . Only in a small percentage of cases is this responsibility attributed to specific professionals belonging to the same unit.

The study also looked to the future, demonstrating how digital transformation means not only adopting advanced tools and technologies but also skills and a culture of innovation . According to most of the interviewees, digital skills are the key to improving digital services in public administration, followed by streamlining internal processes, which were identified as priorities .

The close relationship between skills and internal processes is also confirmed by the opinions of our sample regarding the skills that should be developed as a priority to ensure a better user experience of portals and online services.