Case Study: City of Milan achieves faster citizen services with Appian

City of Milan - Customer Case Study

The City of Milan faced a complex digital transformation challenge: modernizing hundreds of citizen services, improving speed and transparency, and meeting tight deadlines under Italy’s recovery plan. With Appian and its BPM platform, the city sought a unified way to digitize back-office processes and deliver a more efficient experience for residents and staff.

Appian implemented a low-code process orchestration platform to automate service delivery and integrate with legacy systems without data migration. The first use case, disabled parking permits, was reduced from a two- to three-week turnaround to just 13 hours, with more than 30,000 requests processed so far; Appian is now supporting 24 production processes, with additional workflows in development and project phases.

City of Milan