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If you want to contribute with feedback and changes to the Three Year Plan for ICT in the Public Administration, visit the Github repository.

We remind you that only the Italian version approved every year by the Italian Government has legal value.

10. Management of the change

The Management of change defines a governance model for the implementation of the Plan and for achieving the objectives. More specifically, activities will be carried out to ensure:

  • The Management of the Plan, through planning, monitoring and coordination activities;
  • The Support for the implementation of the Plan, with initiatives aimed at answering questions on the Plan itself, to facilitate, raise awareness and train public administrations involved in the digital transformation process.

The need for a governance model arises from the need to coordinate a plurality of actors who, albeit different in role, function and organisation, are called upon to participate in the implementation of national projects that require consistency of solutions to be adopted in Respecting the times and rules laid down.

10.1. The current situation

The rule attributes to AgID the role of coordinator of the planning and monitoring activities of the strategic development of the Public Administration Information System. This role has been reinforced by Art. 14 of the CAD, which regulates relations between the state, regions and autonomies [85].

In the same context, the prediction provided for in Article 17 of the same CAD also plays a central role, according to which each administration, in order to ensure the implementation of the strategic guidelines for the reorganisation and the digitization of the administration defined by the Government, “entrusts To a single general management office, without prejudice to the total number of such offices, the transition to digital operating mode and the consequent reorganisation processes aimed at the creation of a digital and open administration, of easily usable and quality services, through greater efficiency And economics.”

In the correctional decree of the Code of the Digital Administration, it is stated, inter alia, that where the size of the individual administrations does not permit the identification of an office within them, it may be possible to fulfil that obligation in a consortium.

10.2. Strategic objectives

  • Define and implement a structured process of governance of the actions required to carry out the PA’s digital transformation process, including the planning of switch-off logic.
  • Accompany selected PAs to play the role of aggregator - as better described below - in the implementation of organisational and instrumental activities.
  • Promote the fulfilment by the administrations of the identification obligation of the office responsible for the transition to digital as referred to in Article 17 of the CAD.
  • Monitor the transformation process for the purpose of coordinating the Plan and eventual European reporting through measuring the state of progress of the activities, including using the indicators set out in the “Digital Growth Strategy”.

10.3. Lines of action

To achieve the objectives of the Plan, it is necessary to define a model that, on the one hand, allows governance in compliance with the requirements of administrations and on the other hand is sufficiently agile to facilitate the conduct of digital transformation activities in the times defined in the Strategy for Digital Growth.

This model must also take into account the organisational complexity of the PA where an administrative procedure and / or a service can be provided to the citizen through the interaction of several subjects:

  • National level administrations, such as Ministries, Agencies and Authorities, who set rules or manage national databases;
  • Middle-level administrations and / or bodies and instrumental organisations such as the Regions, Companies in House and other aggregators;
  • Administrations of Front office, i.e. PAs providing services to citizens and businesses such as, for example, provinces, municipalities, courts and ASLs.

The national strategy - elaborated in collaboration with the Conference of Regions and Autonomous Provinces - identifies priorities, intervention arrangements and actions to be undertaken and emphasizes complementarity between the national and regional levels and the integration of the same regional initiatives.

Figure 8 graphically illustrates how solutions made by individual administrations can contribute to the realization of digital services through collaborative logic that amplifies their value. For example, databases of national interest, generally in charge of central level administrations, can contribute to the provision of services provided by other administrations, including through the involvement of intermediate and instrumental organisations (e.g. ANPR). By the same token, even databases made by intermediate level bodies, although not necessarily involving national level bodies, can contribute, in a cooperative logic, to the provision of services to citizens by other administrations (e.g. The Electronic Health Record).


Fig. 10.1 Figure 8 - Exemplifying dependencies between the different levels to provide services to citizens and businesses

For the management of the Plan, AgID has established:

  • A program management group that assists the management of the Plan and coordinates data collection and information activities by the PA;
  • Technical structures that oversee the development and management of the individual components described in the Strategic Model;
  • A technical team for the implementation of PA actions (see Annex 2).

AgID, in its role as coordinator, will involve in these groups, all representations of different types of public institutions or other stakeholders in the specific lines of action.

For each digital transformation project implemented in the implementation of the action lines, it will also be located at the administration owner of the project, a referent with the task of managing the phases of carrying out activities in concert with the stakeholders involved. The referent can take advantage of AgID support for aspects of a technological nature and reports to *Manager for transition to digital operating mode* established by the CAD [86]. The latter is the main interlocutor of AgID for the monitoring and coordination of digital transformation activities.

The identification and appointment of the Head of Unit for the transition to the digital operating mode is a necessary and urgent duty, brought to the attention of all PAs by the Parliamentary Commission of Inquiry into the level of digitization and innovation of public administrations, which too few administrations have so far even partially implemented.

The governance model described above monitors the activities related to the implementation of the three-year Public Administration Plans on two macro-domains:

  • Monitoring the technical aspects, aimed at verifying the implementation of the planned actions through set of indicators of achievement and results, which should be linked wherever possible to the DESI indicators;
  • Monitoring economic aspects, linked to the systematic collection of government ICT spending data for the purpose of streamlining and re-addressing the investment part.

It should also be noted that the Plan’s actions have been constructed by referring to the monitoring indicators as set out in the Digital Growth Strategy, in particular: i) Implementation KPIs used to monitor the state of progress of the actions in a determined time span; (ii) Results of the KPI defined in the 2014-2020 Partnership Agreement initialled by Italy with the European Commission; iii) Impact KPIs, able to measure the potential economic and social effects of individual actions and the Digital Growth Strategy as a whole, these indicators derive directly from DESI. Consequently, verification of achieving its “target values” will be an integral part of the monitoring activity described in this paragraph.

AgID will provide a monitoring system that, through automated data collection for individual projects, will support the activities of the Plan and will provide evidence of its progress.

The effectiveness of the Plan is also ensured by the ability to share its goals and implementation methods and the presence of professionalism and skills at all levels.

Activities carried out within the framework of the governance model are complemented by the activities described below, which carry out, at national and European level, the most important crosswise support actions for the implementation of the Plan such as:

  • Communication / awareness on the objectives of the Plan with regard to Public Administrations and Citizens and Businesses. All public awareness actions are included, including the definition of national communication plans on individual strategic initiatives, which can be complemented by local initiatives;
  • Coordination, at least limited to the activities related to the implementation of the Plan, of the offices referred to in Article 17 of the CAD;
  • Collaboration with the Department of Public Services - for the identification of the digital skills required by the Public Administration to support the processes of change and rationalisation induced by the Plan. In this way, administrations will be able to implement training initiatives for their staff with the support of universities, public and private subjects of professional training systems and administration schools.

In 2017:

  • All administrations are responsible, within their responsibilities, to adapt the programming to carry out the actions described in this Plan and to appoint the person in charge of the transition to the digital operating mode;
  • AgID will indicate the administrations that will have to write their Plan individually and those that will instead have a role in the aggregation of administrations [87], in the first instance Regions and Metropolitan Cities

From 2018, in compliance with Art.14a of CAD [88], the AgID provides for periodic elaboration of the Plan with the following timelines:

  • By April, AgID collects from the administrations (by category or in single form as defined above) the data relating to the consolidated expenditure of the previous year and the expenditure forecasts for the current three-year period (for example, for the year 2018 the administrations Provide the consolidated expenditure for 2017 and the expenditure forecast for the three-year period 2018-2020)
  • By September, AgID will draw up a Plan for the next three years (for example, for the year 2018, the three-year Plan 2019-2021 will be prepared);
  • By December, administrations draw up their own plans, either by category or in a single form as defined above, for the next three years (for example, in 2018, administrations draw up their three-year plan 2019-2021).
Subject Monitoring system
Time Frames In progress
Players AgID, Digital Team

AgID provides the PA with the minimum set of indicators to be valued for measuring the progress of the Plan.

The PAs, according to their organisational articulations and including any Instrumental Bodies, collect data for the enhancement of the above indicators and communicates them to AgID in the manner that will be indicated by AgID.

AgID and Digital Team design and implement a tool that, also utilizing the experience of existing PA monitoring systems, assures:

Automated data collection for individual projects (descriptive, economic, SAL data, etc.);

Analysis in aggregate and timely form on a territorial and national scale, and to share progress on the implementation of the digital strategy.

The implementation of the monitoring system will also make use of the tools made available by DAF.

The tool will be made available to aggregators.


Minimum set of indicators for measuring the progress of the Plan (release date: July 2017).

First release of the monitoring system (release date: March 2018).

Subject Communication of the Three-Year Plan
Time Frames In progress
Players AgID, Digital Team
Description Idea of communication initiatives for the dissemination and implementation of the three-year Plan.
Result Communication materials (release date: June 2017).
Subject Identification of the main profiles and promotional actions for the creating digital skills in the PA
Time Frames From September 2017
Players Funzione Pubblica (Civil Service), ISTAT, MIUR, AGID and other technical bodies
Description The link between the players in the definition of the professional figures identified by the Plan with the development of specific training paths.

Revision of UNINFO and ISTAT profiles for new professional figures with digital skills.

Formation of course, workshop and specialisation training formats.


[85]Article 14 of the CAD establishes relationships between the state, regions and autonomies in the implementation of the provisions of the Constitution and assigns to the AgID “IT coordination of state, regional and local administration, with the purpose of designing and monitoring the strategic evolution of the information system of the Public Administration, encouraging the adoption of infrastructures and standards that reduce the costs incurred by administrations and improve the services provided.” This role is reinforced in the following Article 14-bis. Alongside the function of planning and coordinating the activities of the administrations through the drafting and subsequent verification of the implementation of the three-year Plan, AgID performs the role of “monitoring the activities carried out by the administrations in relation to their consistency with the three-year Plan (…) and verifies the results achieved by the individual administrations, with particular reference to the costs and benefits of the IT systems in the manner set by the Agency itself”.

Article 17 of the CAD - Structures for organisation, innovation and technologies

((1. The Public Administrations shall ensure the implementation of strategic guidelines for the reorganisation and digitisation of government-defined management in accordance with the technical rules referred to in Article 71. For this purpose, each of the above subjects entrusts to a single general management office, without prejudice to the total number of such offices, the transition to a digital operating mode and the consequent reorganisation processes aimed at the creation of a digital and open administration, of easily usable and quality services, through greater efficiency and cost-effectiveness. To the aforementioned office are also assigned tasks related to:)) a) strategic coordination of the development of IT, telecommunications and telephonic systems, so as to ensure consistency with common technical and organisational standards; b) addressing and coordinating the development of services, both internal and external, provided by the telecommunication and telephony systems of the administration; c) address, plan, coordinate and monitor IT security related to data, systems and infrastructures, also in relation to the public connectivity system, in compliance with the technical rules referred to in Article 51, paragraph 1; d) access of disabled persons to computer tools and the promotion of accessibility also in the implementation of the provisions of Law no. 4 of 9th January 2004; e) the (periodic) analysis of the consistency between the organisation of the administration and the use of information and communication technologies in order to improve user satisfaction and service quality and to reduce the time and cost of administrative action; f) cooperation to review the reorganisation of the administration for the purposes of point e); g) addressing, coordinating and monitoring the planning envisaged for the development and management of telecommunication and telephony information systems; h) design and coordination of relevant initiatives for the purpose of a more effective provision of network services to citizens and companies using instruments of applied communication between the Public Administrations, including the preparation and enactment of service agreements between administrations to implement and share the cooperative information systems; ((28)) i) promotion of the initiatives relating to the enactment of the directives imparted by the President of the Council of Ministers or the Minister in charge of innovation and technology; j) planning and coordination of the diffusion process, within the administration, of e-mail, IT protocol, digital signature ((or qualified electronic signature)) and IT mandate services, and the rules in terms of accessibility and usability.

((1-bis. For carrying out the tasks referred to in paragraph 1, the Agencies, the Armed Forces, including the Carabinieri Police and the Port Authorities, as well as the Police Force have the facility to identify their offices without increasing the total number of those already provided for in their respective organisational arrangements.

((1-ter. The head of the office referred to in paragraph 1 is endowed with appropriate technological, legal and managerial information and answers, with reference to the transition tasks, in the digital mode directly to the highest political body.))

((1-quater. The Public Administrations, without prejudice to the total number of offices, shall identify, usually from amongst the executives in service , an ombudsman for digital matters, having appropriate third-party, autonomy and impartiality requirements. Anyone may submit reports and complaints about any of the alleged infringements of this Code and of any other norms regarding the digitisation and innovation of the Public Administration to the Digital Ombudsman. If such allegations are grounded, the Digital Ombudsman invites the office responsible for the alleged violation to remedy it promptly and in any case within thirty days. The Ombudsman reports failure to the competent office for disciplinary proceedings.

((1-quinquies. AgID publishes on its website a summary guide to digital rights of the citizen under this Code.

((1-sexies. In compliance with their organisational autonomy, the Public Administrations other than State Administrations will identify the digital office referred to in sub-paragraphs 1 and 1-quater among those of a managerial level or, if not available, identify a digital administrator from among their senior management. In the absence of the senior political body, the head of the digital office referred to in paragraph 1 shall be directly answerable to the administrative body of the entity.)) ————-

UPDATE (28) The Legislative Decree of 26th August 2016, no. 179 (Article 61, paragraph 2, letter d)) states that the term “citizens and companies”, wherever it occurs, means “legal entities”.

[87]as described in paragraph 513 Article 1 of the 2016 Stability Law
[88][…] The aforementioned Plan, developed by the AgID, also based on the data and information acquired by the Public Administrations referred to in Article 1, paragraph 2, of Legislative Decree no. 165 of 2001, is approved by the President of the Council of Ministers or the Delegated Minister by 30th September of each year.