内容来源：https://news.microsoft.com/source/emea/features/bolzano-digital-renaissance-citizens-first-ai/

内容总结：

意大利博尔扎诺省推出AI便民门户，以数字技术重塑政民互动

在意大利北部的阿尔卑斯山区，多语言、多文化交融的博尔扎诺自治省正进行一场数字革新。当地政府与公共IT服务商SIAG及微软合作，打造以人工智能为核心的一站式公民服务平台“myCIVIS”，旨在打破行政壁垒，将“以民为先”的理念融入公共服务。

该平台基于微软低代码平台Power Platform构建，集成AI助手“EMMA”。EMMA支持德语、意大利语及当地拉丁语等多种语言，可通过语音、网页或消息与市民互动，主动推送个性化服务信息——例如针对残障儿童家庭的补助政策，或符合资格的农业补贴。系统通过整合跨部门数据，实现服务精准匹配，减少市民查询等待时间。

项目负责人强调，平台设计以公民信任与隐私保护为核心。市民可自主选择是否启用AI主动服务功能，且复杂问题将转接人工处理。目前系统已进入测试阶段，计划于三月正式上线。

博尔扎诺省IT部门主管表示，此举借鉴了私营领域的“客户中心”思维，推动公共服务从被动响应转向主动关怀。该项目因其创新性已获得欧盟资金支持。未来，该省还计划将AI应用扩展至医疗领域，帮助医院提升效率，让医生更专注于病患照护。

在技术团队看来，数字化的终极目标并非取代人力，而是通过人机协同提升服务温度。正如一位工程师所言：“我们始终提醒自己，必须在技术中保留人性的关怀——这正是整个项目的初心。”

中文翻译：

博尔扎诺的数字复兴：在阿尔卑斯山区以人工智能优先服务市民

意大利博尔扎诺——博尔扎诺省的历史如同其所在的阿尔卑斯地貌般跌宕起伏，层峦叠嶂仿佛永无止境。第一次世界大战前，这里曾是奥匈帝国的一部分，汇聚了更为多元的文化与语言。如今它作为意大利的半自治省份，始终保持着独特的发展路径。

该省55万居民中多数以德语方言为母语，而在部分山谷地区还流传着第三种语言——拉定语。"博尔扎诺就像微缩版的欧洲，"土生土长的本地人斯特凡·加斯利特说道，他同时担任公共信息技术服务商SIAG的总经理，"多元的语言文化真正丰富了这里的生活，让人们能汲取各方精华。"

在他看来，这种文化语言的交汇点正是创新的沃土。加斯利特团队正与省政府及微软合作，运用技术推动官僚模式转型。其核心理念是将用户——即市民——的需求置于首位。为此，博尔扎诺省正在创建人性化门户平台，依托人工智能助手与精密数据分析，帮助市民一站式获取所需信息，并主动告知可申请的各类支持与补助。

该省采用微软Power Platform低代码云系统构建数字基础设施，实现与Microsoft 365、Dynamics 365及Azure的无缝衔接，并运用Microsoft Foundry开发人工智能应用程序来管理数据与市民互动。"缩小市民与公共行政间的鸿沟、重建信任曾是我的梦想之一，"加斯利特表示，"因为当数据打通后，市民才能真正实现与政府的直接互动。"

转型的核心是myCIVIS门户平台。市民可通过语音、网页或数字消息与多语言AI助手EMMA（基于Microsoft Copilot Studio构建）沟通，获取问题解答与服务接入。在这里，市民能直接查询省级医疗服务等各类信息。

新系统将整合全省及联邦机构现有市民数据。若市民选择启用，myCIVIS的主动式人工智能功能将自动推送符合资格的服务方案。例如家中有学习障碍儿童的家庭，系统会列出可申请的支持服务及获取途径；符合作物补贴条件的农户无需询问即可获得申报指引。未即时处理的请求将获得实时进度追踪，从而减少猜测、等待与排队时间。

加斯利特特别强调隐私保护——任何不愿使用主动式AI服务的市民只需点击选项即可退出。新版myCIVIS系统正处于测试阶段，计划于三月正式上线。他透露该省自2016年起就与微软建立合作，延续性与信任度是本次新项目选择其服务的关键。

跨越官僚壁垒，重筑信任桥梁

省住房管理局局长斯特凡·瓦尔德与部门员工正在测试新平台。该部门每年处理超2000份住房援助申请，瓦尔德坦言公共机构的改革从来不易："行政体系变革总会触及政治与社会敏感神经。虽然部分人适应良好，但对多数人而言仍需过程。"他观察到有些员工担忧岗位变化，也有人单纯不习惯新工作方式。

但新技术已展现潜力并赢得许多工作人员的认可。在推出myCIVIS平台前，其团队已见证Microsoft 365 Copilot（全省政府机构配备5000个许可并计划扩容）如何提升住房咨询的响应效率。"员工亲身体验了AI工具通过电话与市民互动、轻松处理各类咨询的能力，"瓦尔德说。

他同时指出博尔扎诺与意大利其他地区同样面临人口结构挑战：大量老龄员工退休，年轻世代却青黄不接。myCIVIS平台的AI聊天机器人将通过处理高频问题缓解压力，在改善居民体验的同时，让工作人员能更专注处理个性化需求。"人工智能可快速高效汇总市民诉求，"瓦尔德补充道，新系统的数据积累功能还能自动识别常见问题，"这将帮助我们更精准地提供解决方案。"

以人工智能践行市民优先

"这是将客户置于中心，选择主动服务而非被动应对。我们的创新实践正是获得欧盟资金支持的原因。"就职四年的省信息技术部主任约瑟夫-托马斯·霍弗如此描述他的执政理念。与密切合作的加斯利特相似，霍弗同样从私营领域转入政府机构。

"我将企业界的部分理念引入公共行政体系，"他解释道，"这种以客户为中心、化被动为主动的模式颇具创新性，因此我们获得了欧盟资金支持。"博尔扎诺省从"旗帜计划"（意大利PNRR经济项目组成部分，获欧盟支持）获得拨款，霍弗表示资金获批源于该省在构建myCIVIS门户及实施反欺诈平台过程中，对人工智能等数字工具的创新运用。

"微软将在我们推进医疗等领域工作时发挥关键作用，"霍弗指出。该地区七所医院将展示如何运用AI工具与数据分析优化患者服务乃至科研工作。梅拉诺镇医院正作为"未来医院"试点，各类AI工具帮助医生减少文书工作，增加诊疗时间。

myCIVIS系统已包含部分医疗支持功能，例如在线健康档案查询。40岁的本地人马克斯·佩尔格在博尔扎诺市旅游科技初创企业touristinfo.ai工作，他登录系统演示了可访问的各类服务："虽然平台功能多样，但我最常用的是医疗记录安全查询。过去就诊记录全是纸质文件，现在需要时随时可以下载所需资料。"

作为省NOI科技园孵化器与微软创业孵化计划成员，touristinfo.ai正利用省级数据库为游客提供公共交通、住宿景点等定制化行程规划。佩尔格认为这体现了全省的科技融合战略，而他更赞赏政府帮助普通家庭的态度："数字倡议正引领我们走向正确方向。连接公共数据与个人数据集，将对民众产生巨大帮助。"

技术背后的人文关怀

SIAG网络能力中心负责人赫德维格·翁特弗劳纳带领团队构建myCIVIS平台前端。她同时当选博尔扎诺市附近费尔德图尔恩镇的评议员，与当地三千居民直接互动："这种双重身份形成完美平衡——作为评议员直面家庭需求，作为技术人员专注电脑前的系统开发。"

通过大量用户测试，团队发现"市民通常不清楚自己可享受哪些服务"，从学业补助到住房援助，从农业支持到商业补贴皆在此列。"新技术让市民能以对话般自然直接的方式获取信息，无需费力解读复杂的服务条款。"

对于SIAG首席人工智能官亚历西奥·特拉齐而言，保持技术的人本核心至关重要。作为构建myCIVIS平台及推动全省数字化转型的关键人物，他采用"人在回路"设计理念：复杂情况将转接人工处理，所有AI组件均由数据科学家与工程师持续监督优化。"我们的目标很简单：提供全天候、易访问的自然语言交互体验。"

特拉齐与妻子育有4岁儿子和1岁女儿，他在设计随AI浪潮不断演进系统时始终心系家人："介绍工作时，我总说自己是计算机工程师，也是父亲。作为技术人员，我思考能创造什么；作为父亲与市民，我关注需要什么。每当想到孩子们，我就提醒团队必须守护技术的人文温度——这个理念始终贯穿我们的项目。"

英文来源：

Bolzano’s digital renaissance: Putting citizens first with AI in the Alps
BOLZANO, Italy – The history of the province of Bolzano is as dramatic as the Alpine landscape it occupies, peaks and valleys seemingly without end.
Before World War I, Bolzano was a part of Austro-Hungary, an even bigger melting pot of cultures and languages. Now it’s a semi-autonomous province of Italy, with its own ways of doing things.
The majority of its 550,000 residents speak a dialect of German as their mother tongue. But a third language, Ladin, is spoken in some valleys.
“In a way, Bolzano is like a little Europe,” said Stefan Gasslitter, a native of the province and the general director of its public IT service provider, SIAG. “We have different languages, different cultures, and what I like is that really enriches life here. You can take the best of each.”
In his view, this juncture of cultures and languages is fertile ground for innovation. Gasslitter and his team are working with the provincial government and Microsoft to use technology to shift a bureaucratic paradigm.
The idea is to put the needs of the customer – the citizen – first. To do that, the province of Bolzano is creating a user-friendly portal supported by an AI companion and sophisticated data analysis to help citizens find what they’re looking for and to tell them up front what kinds of support and aid they can get, all in a one-stop shop.
The province built its digital infrastructure using a suite of Microsoft tools on Power Platform, a low-code, cloud-based system that integrates seamlessly with Microsoft 365, Dynamics 365 and Azure. It used Microsoft Foundry to construct its AI apps to manage data and citizen interactions.
“This was one of my dreams, to close the gap between citizen and public administration, to rebuild trust. Because when you have the data, the citizen has the possibility to really interact directly with the government.”
Stefan Gasslitter in the Alps near Bolzano, Italy. He is the general director of Sudtiroler Informatik AG (SIAG), known in Italian as Informatica Alto Adige S.p.A. He aims to “rebuild trust” in government with a new, AI-powered citizen portal. Photo by Chris Welsch for Microsoft.
At the heart of this transformation is the myCIVIS portal, where citizens can use voice, web or digital messaging to get answers to questions and access to services by communicating with EMMA, the multilingual AI companion built with Microsoft Copilot Studio.
Here, a citizen will be able to directly access provincial services, including health care information and needs.
The new system will compile all the available data about a citizen that already exists across provincial and federal agencies. If a citizen opts to use it, the proactive AI feature in myCIVIS will describe the services for which they qualify.
If, for example, you have a child with a learning disability, the feature will list the support services available and how to get them. If you’re a farmer who qualifies for a crop subsidy, the answer will be there before you even ask. Requests, if not immediately fulfilled, will be monitored in real time. The result is less guessing, less waiting and fewer lines.
“This was one of my dreams, to close the gap between citizen and public administration, to rebuild trust,” said Gasslitter, who leads Sudtiroler Informatik AG (SIAG), known in Italian as Informatica Alto Adige S.p.A. “Because when you have the data, the citizen has the possibility to really interact directly with the government.”
Gasslitter noted that privacy is a fundamental issue – any citizen who does not want to use the proactive AI service can simply check a button and opt out. The rebuilt myCIVIS system is in beta testing and will go online in March. He said that the province has been a Microsoft client since 2016, and continuity and trust were key in deciding to rely on its services in this new venture.
Bridging bureaucracy and building trust
Stefan Walder is the head of Bolzano Province’s housing authority, and he and some of the employees of the department are among those testing the new platform. The department gets more than 2,000 requests for housing assistance each year. He said institutions like the one he directs aren’t always easy to change.
“When you make a change to a a public administration, it’s always going to get into political and social sensibilities,” he said. “For some of us, this won’t be the case. But for many others it might be.’’
Some workers are worried about their jobs, he said. Others are simply worried about doing things differently.
Considering the new technology itself, Walder said it was already showing promise and convincing many workers of its utility.
Even before introducing the new myCIVIS platform, his team had seen how AI in the form of Microsoft 365 Copilot (the province’s government has 5,000 Copilot licenses with plans to add more) was helping to make the job of answering citizens’ housing assistance queries faster and more straightforward.
“They have already seen what our AI tool can do in terms of interacting over the telephone with citizens, answering different kinds of questions with less effort,” he said.
Walder notes that Bolzano, like the rest of Italy, faces a demographic bottleneck: Many older workers are retiring, while there aren’t enough younger workers in the next generations available to replace them. The AI chatbot on the myCIVIS platform will ease that pressure by handling frequently asked questions first, improving the experience for each resident while leaving more time for staff to deal with their needs directly.
“Using AI, you can get a faster and more efficient summary of all the requests that the citizens send them,” Walder said. Because the new system saves data, it learns what the most frequent questions are. “This will allow us to be more effective overall in giving the right responses.”
Using AI to put the citizen first
“It’s putting the customer at the center and making a choice to be proactive rather than reactive. I think what we’re doing is pretty innovative, and this is why we’ve gotten funding from the EU.”
Josef-Thomas Hofer, the director of the Province of Bolzano’s IT Department in Italy, said that he brought a citizen-first mentality to his role. Photo by Chris Welsch for Microsoft.
This mirrors the hopes Josef-Thomas Hofer has for the public administration of Bolzano. He has been the director of the Province of Bolzano’s IT Department for four years, and he’s overseeing the province’s digital transformation.
Like Stefan Gasslitter of SIAG, with whom he works closely, Hofer came into government from the for-profit sector.
“I transferred some of these concepts from the private business world basically to the public administration,” he said. “It’s putting the customer at the center and making a choice to be proactive rather than reactive. I think what we’re doing is pretty innovative, and this is why we’ve gotten funding from the EU.”
The Province of Bolzano received funding for Progetto Bandiera (Project Baniera, part of an Italian economic program known by the acronym PNRR, supported by the European Union). Hofer said the funds were granted because of the innovative approach the province had taken in using AI and other digital tools in building the myCIVIS portal and for the implementation of a fraud management platform.
“Microsoft plays a crucial role in the work we will be doing, for example, on health care,” he said.
There are seven hospitals in the region, and Hofer and other Bolzano officials plan to make them a showcase for how health care can use AI tools and data analysis to better serve patients and even researchers.
The hospital in the town of Merano is in a pilot program as a “hospital of the future” with a variety of AI tools being used to help doctors spend less time on bureaucratic tasks and record keeping and more time treating patients.
The myCIVIS system already includes some medical support. For example, some health records are available to citizens online.
Markus Perger, 40, is a native of the region who works for a tech startup in the city of Bolzano called touristinfo.ai. Perger demonstrated how he uses the myCIVIS portal by logging into the system and highlighting the range of services he has access to. He explained that, while the platform offers multiple features, the one he uses the most often is secure access to his medical records.
“The simple notes from a doctor visit used to all be on paper,” he said. “Now, if I need something, I can go in and download whatever is needed.”
Touristinfo.ai is part of the NOI Techpark incubator program of the Province of Bolzano. It is also part of the Microsoft for Startups Founders Hub. The startup is using provincial and other databases to provide visitors with information on public transport, lodging and attractions to plan their stay as they wish.
He cites that as an example of how the province is embracing technology in the big picture. But he also likes the way the province is looking to help people like him, his wife and their two children.
“I think we’re moving in the right direction with the digital initiatives,” Perger said. “To connect all the publicly available data, to make it connect to your personal data set, it’s going to be very helpful to us.”
The people behind the tech
Hedwig Unterfrauner is the head of the Competence Center WEB for SIAG – her team builds the front-end of the myCIVIS platform.
Unterfrauner was elected to a council of assessors in Feldthurns, near the city of Bolzano, where she interacts directly with the village’s other 3,000 residents. “It’s a perfect equilibrium because in that role I’m in direct contact with families and they come to me with their problems, and in the world of IT, I spend a lot of time behind the laptop or PC.”
She said that “we did a lot of user testing, and we found that typically the citizen didn’t know what services might be available to them.”
That could range from school scholarships to housing assistance to farm and business assistance. “Thanks to these new technologies, citizens can now access information in a direct and natural way, as if talking to someone, without having to read and interpret complicated service descriptions to understand what might be right for them.”
“I’m always thinking about what I can do as a technician and what I can ask for as a father and citizen. So when I think of my boy and girl, I’m always thinking, we have to keep the human side of the technology. That idea is always present in our project.”
Alessio Trazzi pictured with his family. Image courtesy of Alessio Trazzi.
For Alessio Trazzi, it’s crucial to ensure that the technology in use remains human-centric. As the chief AI officer at SIAG, Trazzi is one of the key players building the myCIVIS platform, as well as working on other aspects of Bolzano’s digital transformation.
He noted that the way the myCIVIS system is being built, “a human-in-the-loop” approach ensures oversight: In cases that are complex, citizens will be directed to human operators to resolve issues. All AI-driven components are supervised and continuously improved by data scientists and AI engineers. “The goal is simple: an easy, accessible, natural-language experience, available 24/7,” he said.
Trazzi and his wife have a 4-year-old son and a 1-year-old daughter. He said he always has them in mind as he’s helping design a system that will continue to evolve with the sweeping changes that AI is bringing to the world.
“When I describe what I do, I say I’m a computer science engineer and a father,” he said. “I’m always thinking about what I can do as a technician and what I can ask for as a father and citizen. So when I think of my boy and girl, I’m always thinking, we have to keep the human side of the technology. That idea is always present in our project.”