Good Practice

Multipurpose Front Office

Digitalizing exchanges with the municipality.

Bergamo City Council
Local policy


  • Channel all city government proceedings into single access point.
  • Ensure citizens’ work-life balance.
  • Reduce commuting costs.
  • Save on cost of physical resources.
  • Increase performance expectations.
  • Make commuting via public transport more reliable and faster.


In 2014 the policy was launched to respond to the needs of certain citizens (workers, disabled, etc). In 2020, during the COVID-19 pandemic, it was rolled out across all municipal services.


The City of Bergamo has adopted a system that allows citizens to fill out forms online and send them electronically to the relevant offices. To access the system, citizens can use the Public Digital Identity System (SPID), their Regional Services Card, any other National Services Card (CNS), or the Electronic Identity Card (CIE).


  • Streamlines bureaucracy for citizens and companies by making it possible to fill out forms online and send them electronically to relevant offices.
  • Cost savings on physical resources.
  • With a computer or smartphone, citizens can book appointments via “Book Bergamo” on the platform. Bergamo uses the platform to organize citizen services (appointments for ID cards, demographic services, libraries and much more).
  • With Report Bergamo, citizens can send real-time reports to the administration.


From March 2019 to February 2022, citizens submitted 97,450 online applications across various services – a 40% increase. Today 90% of certificates and paperwork is issued online.



European Projects Department

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