Is it possible to apply, the same tech solution adopted by Bank Industry, to Public Administration (aka PA)? How to accelerate the innovation in this strategic sector in the Italian Country? How to escape from the quicksand of Digital Transformation of Public Offices Management and Services.

1. “FROM FINTECH
TO P.A.TECH”
How to escape from the quicksand of Digital Transformation of
Public Offices Management and Services
Designing a path to drive Innovation
through Cross Industries
July 23rd, 2022 Giorgia Zunino Thesis a.y. 2021-22

2. Meet Federico.
Federico is a young Millennials
Entrepreneur.
He recently moved with their family (a
newborn and wife) from Dublin to
Milan to drive his new business
He love Italy, but he’s struggle and
feared from PA dependance for his
Business and Life.
Tip
Tell the audience about
the problem through a
story, ideally a person.

3. Meet Massimo.
Massimo is 59 years old PA middle
manager at the Provincia di Verona, a
Local Administration, in Italy.
He have lost the sense of their everyday
work, overwhelmed by repetitive tasks
with incumbent deadlines.
The only training for his digital
empowerment is just on new regulation.
Massimo has stopped to think
independently, and do their dues without
ask “what is it for?”
Waiting hopeless his retirement.

4. Let's give the floor to the
citizens (World Class Business Leaders Milan 2019)
Questions asked to the
participants at Milan Event
#1. Which is your
Business?
#2. Three Words to
describe the PA
#3. What we can do
for the PA Transition?

5. 1. Intro
Anyone of us faces everyday the bureaucracy
and inscrutable mystery of PA, but Markets
and Citizens needs new model starting from
bottom:
➔ Destroy the system
From the ground up (It could be).
➔ Incubate the system
Metamorphosis, from a caterpillar
to a Butterfly
➔ Reborn as a Phoenix
A dream? Not that much!

6. BIG QUESTIONS
Is it possible to apply, the same
tech solution adopted by Bank
Industry, to Public
Administration (aka PA)?
How to accelerate the
innovation in this strategic
sector in the Italian Country? In the meantime in a Waiting-Room in a (Public)
General Hospital, Neaple Italy (July 2022)

7. The EU decay
Strategic plan for 2030
Digital Compass
”Europe aims to empower
businesses and people in a
human-centred,
sustainable and more
prosperous digital future”
4 CARDINAL POINTS
1
Skills
2
Public Services
3
Infrastructures
4
Business

8. 3.4 Digitalisation of public services
By 2030, the EU’s objective is to ensure that democratic life and public
services online will be fully accessible for everyone, including
persons with disabilities, and benefit from a best–in-class digital
environment providing for easy-to-use, efficient and personalised
services and tools with high security and privacy standards. Secured e-
voting would encourage greater public participation on democratic life.
User-friendly services will allow citizens of all ages and businesses of all
sizes to influence the direction and outcomes of government activities more
efficiently and improve public services. Government as a Platform, as a new
way of building digital public services, will provide a holistic and easy access
to public services with a seamless interplay of advanced capabilities,
such as data processing, AI and virtual reality. It will also contribute
to stimulating productivity gains by European business, thanks to more
efficient services that are digital by default as well as a role model
incentivising businesses, in particular SMEs, towards greater
digitalisation.However, the gap to reach this vision is still significant.
Despite the increasing use of public services online, services provided
digitally are often basic e.g. filling in forms. Europe must harness
digitalisation to drive a paradigm change in how citizens, public
administrations and democratic institutions interact, ensuring
interoperability across all levels of government and across public services.

9. The Italian way to copy the
Digital Decade’s goals is
contained in the: PNRR
Strategic Plan
(National Recovery and
Resilience Plan) part of the
Next Generation EU (NGEU)
programme a € 750 billion
package – 50% grants – in
response to the pandemic
crisis, 6 years his duration.
PNRR STRATEGIC AXES
1
digitisation & innovation
2
ecological transition
3
social inclusion

10. 3 PNNR Axis composed by 6 PNRR Missions

11. The PNRR investments and a consistent reform
package:
● € 191.5B through the Recovery and Resilience
Facility
● € 30.6B funded through the Complementary Fund
e based on the multi-year budget variance
● € 26B from replenishing the resources of the Dev.
& Cohesion Fund by 2032.
● € 13B available by the REACT-EU programme, to
be spent in the years 2021-2023.
“All investment has to be completed by June 2026”
PNRR
Threat and
Opportunities

12. PA 2026 i(nitiative)
That’s the main promotional action from Department
for the transformation by Presidency of the Council
of Ministers dedicated to the PA.
Public Institutions or Public Bodies can request here
PNRR funds dedicated to digitization.
PA 2026 initiative also report on the progress of
projects and give assistance.
The 7 investments envisaged by the PNRR for the
27%
Of the total resources of the National Recovery
and Resilience Plan (PNRR) are dedicated to the
transition by digital interventions:
Digital infrastructures with ultra-broadband
connectivity, and Cloud
Public Administration (PA) Innovation:
PA 2026 i
7 investments envisaged by the PNRR for PA
Digitization:
Cloud; Data Migration; Integration; Digital
Services (xperiences); Digital payments; Unique
platform; Digital ID.
They are available through 14 measures, for a
total of over 6 billion euros.

13. Who’s Who on PA 2026i
Whom the investments is for:
Schools, Health Providers, Regions, Municipalities, Research Center,
Universities. (22,353 PA)
Regulation and management:
Gov Agencies, Central Authorities, Ministries,
Department of Public Authorities

14. “Banking is
essential, banks
are not.”
Bill Gates famously said in 1994
“Health is
essential, ……… are
not.”
Amazon Joins The Medicare Privatization Spree in 2022

15. Move into FINTECH
Revolution
Fintech, and especially Banks, born as
ancient and rigid Institutions, have
made dramatic changes to transform
itself, pushed form the markets, in the
past decade. Emerging technologies
boosted by the financial market create
a new word: “FINTECH”
Which of these Technologies could
help the change in PA sector?
Tip
If one example isn’t
sufficient to help people
understand the breadth
of your idea, pick a
couple of examples.

16. Fintech overlap PA
What Does a Public Administrator Do?
Ensuring that laws and regulations, civil rights, municipal
budgets and assets, health and safety codes. Provide to
social services and health providers throught multiple sub-
set Institutions at different levels.
Properties
Management
Collect
Taxes
Control
Compliance
Law and
Regulations
Public
Ledgers
Devolution of
public
funding

17. What is X-TECH
FIN
-Payments
-Lending
-Banking
-Asset Management
-Cryptocurrency
-Regulatory
TECH
-ML
-API’s Integration
-Cloud Computing
-Blockchain
-Sensors
-Virtualization
-Simulation
FINtech
“Technologically enabled financial
innovation that could result in new business
models, applications, processes or products
with an associated material effect on
financial markets and institutions and the
provision of financial services. Seamless
and frictionless No legacy systems and
Modularity
Financial Stability Board
PA
-Regulatory
-Payments (tax)
-Contract (smart)
-Ledgers
-Asset Management
-Cryptocurrency
“Technologically enabled GOV innovation that
could result in new organizational models,
applications, processes or services with an
associated material effect on gov
institutions and the provision benefit to
provide public services to citizens”
GZ at WCB Milano 17 sep 2021

18. Boost for transformation
Simplification of the user
experience and administrative
processes.
The “Only one” principle
EU Digital Compass
P.A. Citizens
● Reduced Services
● Increased Bureaucracy
● Lack of Human
Resources and
Investment
● Digital obsolescence
● Ivory Tower
● Mission disappearance

19. PA is a
“Regulation Driven”
Organization
Nothing moves without the
enactment of a law or a
"provision" from the central
Institution or Gov.
Because of
PA traditional Mission is
“Self-Preseve (as is it)”
CITIZEN, CIVIL SOCIETY PRIVATE SECTOR
PA isn’t monolithic!
PARASTATALs
NGOs, etc.
LOCAL
ADMINs
LOCAL
GOVs
Delegation Deconcentration Devolution
CENTRAL PUBLIC SECTOR
(MDAs, Parliament)
The Principle of Subsidiarity in Italy

20. A mud barrier left
PA quite paralised
to respect
multilayered and
superimposed
regulations.
55%
Time, occupied by public employees
on average to do low-value repetitive
tasks 4 days out of 5. Maily of this time
just to transfer Data from paper to SW
and to SW.
PA continue to hire low-skilled
personnel, to complete tasks for
Regulation and Compliance,
subtracting resources for create value
with Data.
PA sit on a enormous amount of Data
.

21. REG-TECH
Regulatory Technology
As well as Banks , PA try to manage an increase
in regulatory compliance.
Innovation in technology has become increasingly
prevalent throughout the professional and financial
services.
With the birth of RegTech, we ask, what is it, and
how can it be effectively utilised by Institution
across sectors.
“A subset of fintech that focuses on technologies that may
facilitate the delivery of regulatory requirements more
efficiently and effectively than existing capabilities.”
UK's Financial Conduct Authority(FCA) 2015
Predictive Analysis
SmartMonitoring
and Warnings
REG-TEC
Solutions
Regulatory
Impact Analysis
Regulatory
Detection
Process___
Automation
Reporting
Performance
Onboarding
Identification
Control
Automation

22. RegTech use advanced technology for compliance in the adherence, implementation and monitoring of regulatory aspects.
Therapy & Usable Tech’n Tools
Technologies
Ecosystem players

23. Onboarding
KYC
Digital ID
Payment
These Solutions create by Italian Gov suffer of lack UX and usability, especially for impaired or elder
people. The complexities to access or navigate or obtain your e-ID take a huge not digital efforts. No
repect the“only One” EU principle. AppIO seem stucked on Beta version with scanty services. More,
the systems or Platform are not connected in a unique Data Center or Managed.
RegTech Venture Map RegTech Gov Map

24. Infrastructures
Data Management
Reporting Platform
Edu and Trainig
These activities and regulations to realize Infrastructures to Store and Trasnsert Data from Platform,
suffer of years of delay and siloed Departments and Authorities. More than one initiative are stucked
on regulation or just begin with communication campaign. No signal for insight, simulations
platforms. The backbone of the country has not started yet.
RegTech Venture Map RegTech Gov Map

25. RegTech use advanced technology for compliance in the adherence, implementation and monitoring of regulatory aspects.
Therapy & Usable Tech’n Tools
Technologies
Ecosystem players

26. RegTech use advanced technology for compliance in the adherence, implementation and monitoring of regulatory aspects.
Therapy & Usable Tech’n Tools
Technologies
Ecosystem players

27. Robotic process automation (RPA) is a software technology that makes it easy to build, deploy, and manage software robots that emulate
humans actions interacting with digital systems and software. Hyper Automationis the combination of RPA + AI able to unlocks
massive opportunities as character and image recognition, as Understanding documents including semi-structured or unstructured data,
Visualizing screens (including virtual desktops) Comprehending speech and carrying on conversations and chats, without or minimal human
interaction.
Therapy & Usable Tech’n Tools
Technologies
Integration Tools
● APIs
● Connectors
● Gateways
Cognitive Techs
● Deep Learning
● NPL
Ecosystem players
Hyper Automation
● Plan - RPA implementation using
process mining tools (AI).
● Build, Manage and Run processes
will be the same as an in the end to
end automation.
● Engage - This process will engage
humans to interact for approval
actions
● Measure - This process will enable us
to get detailed insights about actions
or events

28. Therapy & Usable
Tech’n Tools
Anticipatory regulation provides a set of behaviours and tools – essentially, a way of working – that is intended to help
regulators and government identify, build and test solutions to emerging challenges. NESTA.co.uk Lab for bottom up innovation
Innovation Management Strategy
Act on People
- Social Innovation
- Iterative simulation
- Outcome based
- Behaviour Insights
Tools
Act with Tech
DESIGN THINKING
AI DATA PREDICTION
METAVERSE (world digital twin)
BIM (Building Information Management)
DCI Digital consumer intelligence
Ecosystem players

29. “Tricks to Hack”
the quicksand of PA
Innovation
#1st TECH NEUTRALITY
Technological Neutrality as a
Regulatory Starting Point
Technological neutrality is an inherently appealing concept for
policy makers in the digital age.
At its core, the concept implies that regulations can and should
be developed in such a way that they are independent of any
particular technology, neither favouring nor discriminating
against specific technologies as they emerge and evolve.

30. “Tricks to Hack”
In the quicksand of PA
Innovation
#2st Information
Asymmetry
Investing on Digital Skills to Empower People
Technology innovations are arriving faster and faster — becoming
less an option and more an imperative. As this reality unfolds upon
us, our ability to assimilate these innovations into many aspects of
our lives can be an independent determinant of success.
Nowaday, transformative ideas proposed to the PA managers can be
stifled by an inability to adopt and transform because of lack in
Digital Skills or Digital Mindset, or under Dunning Kruger effect
caused by Hypes in communications.
This can be measured by the TQ (Tech Quotient) a new word coined
by John Nosta on Psychology Today review in 2017.

31. Examples of
possible
application in a
Local PA.

32. 3. Examples for Local PA
PA Departments who can benefit from FINTECH solution
applied to public Service.:
➔ “Controllo di Gestione”
This department deals with reporting and value the Performance of
other Department inside of the Institution and every single
Managers.
(Internal to the Org)
➔ “Affari Generali e Legali” (Legal Office)
This department typically deals with contracts, check and register
any Acts “Delibere-Delermine” of decisions made from other
departments or General. It Check the compliance on Privacy
Regulation and many other laws.
(Internal to the Org)
➔ “Counter Services”
These counter services deal with providing assistance direct to the
citizen as a front Office. Documents, Enrollments, Information or i.e.
for a Hospital an outpatient Visits. It have to provide also to reports
of their activities
PA (trad.)
PATECH
Use Data from fulfilled Forms
(mainly pdf Report)
Calculate Performance from a
“Formula”
Ping-Pong from Deps & People
Use Data from fulfilled Forms
(mainly pdf, mail and other docs)
Write on a writing SW Acts or
Contracts, sign, scan and re-sign
with digital Key
Register Acts on a SW and Store
it in paper in Folders cabinet
Receive People in presence and
register their personal data on a
SW
Provide manually or by mail to
the service.
Sent Report manually
Hyper Automation
RegTech Solution
DCI
Hyper Automation
RegTech Solution
Smart Contract
DCI
Onboarding Solution
KYC

33. 3. Examples for Central PA
DATA PLATFORM
Single Digital Gateway
(SDG)
EU initiative
to uniform and centralise Data
with unique access.
INTEROPERABILITY
Piattaforma Digitale
Nazionale Dati (PDND)
National APIs
certified catalogue
INITIATIVEs - POLICY
REGULATIONs
Technologies
- Blockchain
- VR
- dApps
- Token
- NFTs
(Web3 applications
Ecosystem players

34. What people are saying/think
Too much
complicated, and
last only three
years for my
retirement.
Alex Manager AOU Genoa
We don’t have
time! And what if
I’ll make a
mistake?
Max Middle Manager , VR
I refuse to
change, because
I am afraid to lose
my authority.
Angie DG in Rome
Quotes of PA employees

35. “Haste makes Waste”
and “information asymmetry”
makes disasters

36. Information
Asymmetry
AKA
“Digital Requerimento”
PA Managers suffer of Lack of
Digital Education.
The risks of Italian Civil Law
assessment applied to Innovation
Conquistadores play “El Requerimiento”
The written, which the conquerors must read to the inhabitants of
the newly discovered lands before starting any activity of
conquer.

37. Innovation is boosted by high
competitive sector.
FINTECH/Banks
are
“Market Driven”
Organization
Traditional PA
are
“Regulation Driven”
Organization
PATECH
Have to be a
“Purpose Driven”
Organization

38. 4. Closing
A real Innovation on PA Institution take the line by destruction
itself, embracing a decentralised approach and Model
➔ People first
Digital Education, Creative attitude to change, build an
Iterative approach and Preparedness. Train to explore
Innovation from outside their Silos or comfort zone
➔ Testimonials
There are a sort of heroes hide in any PA, people who
tried to get dance the Dinosaur: find them.
With other show tools and practical experience demos.
➔ What’s next?
Ask if the PA from the top are prepared to disrupt itself
from the bottom. Other actions or single applications
doesn’t solve the stiffness

39. This document is part of a long journey that
began years ago. I was very happy that part of
my never ending journey into knowledge and
discovery, was done within the MFDT Master.
Thanks to new insights, out my comfort zone,
I have added another important mosaic’s
piece to my journey. Every step I did, during
the course, striked new path to follow.
It was difficult, challenging, sometime I lost
the way. But, like a real adventure, found
something astonishing new, thanks to the
riable compass and experience of Professors,
Organizers and all my fellow adventurers:
Filippo, Ilaria, Saska, Marco, Patricia, Joel,
Ivan, Federico.
THANKS!
Giorgia Zunino (don’t wanna be a Radio Star!)