General description

The city of Livorno is willing to roll-out MAP services in the areas of direct contact with citizens through
their contact points over the city and to the local police department. The second area (local police) is the
one on which the municipality is counting in order to strengthen the relationship between citizens and local
authorities directly on the field. Therefore the mobile vocation of MAP services will be fully exploited.

Involved departments

Citizen Relationship Office
The Citizen Relationship Office of Livorno is located in the building of the Municipality.
Municipality employees will use MAP on their workstations to assist citizens on a wide variety of issues
in their relations with public administration on the principle of “one stop shop”.
The service characteristics are:

-The range of information handled is wide.
- Number of issues per day is medium.
- Interaction types are: face-to-face, phone, web.

The office provides functions for:

- Information.
- Advice.
- Guidance.

Citizen Relationship Office serves 200.000 citizens (the inhabitants of the town plus the province).

Local Police relationship with Citizens
In few areas (high risk ones), MAP will be deployed gradually by Local Police also with support by associations.
Small groups of police men and social assistants will assist citizens on a wide variety of issues
in their relations with public administration, and a service manager will be available in the operative room
24 hours a day. The service characteristics

- The range of information handled is wide.
- Number of issues per day is medium.
- The interaction types are: face-to-face, web, mobile instruments.

The office provides functions for:

- Information.
- Advice.
- Guidance.

MAP users

Citizens involved are around 85.000 in the next three years (the inhabitants of selected areas).
Rollout in Livorno is planned to involve all coordinators of local police and accordingly with introduction
of proper technologies service will be enlarged to all agents in four years. During the Initial deployment
involved direct user will be 30.

Concerning the use in CRO 8 civil servants will use MAP during the 36 month of the project duration.