Case Study: City of Lugano achieves 90% reduction in administrative time and costs with Camunda

Building Trust and Reducing Time-Intensive Tasks with Camunda

City of Lugano, a forward-thinking local government in Ticino, Switzerland, set out to digitize citizen services to improve quality of life, increase transparency and cut time‑intensive administrative work. After evaluating options and following a federal recommendation to adopt BPM, the City of Lugano selected Camunda (Camunda BPM Engine) as the platform to model and execute processes for its citizens’ portal.

Camunda was implemented as the orchestration layer behind a custom Angular portal, integrated with back-end systems and ForgeRock IAM in a clustered, redundant architecture. The City of Lugano has digitized 12 services so far, registered over 3,500 users within 100 days, and achieved measurable gains with Camunda: a 90% reduction in time/costs for a job application service (equivalent to one FTE), a 70% increase in online certificate applications, a 60% cut in summer‑camp administrative duties, and noticeably improved transparency and citizen trust.

City of Lugano

Enrico Gulfi

Director of IT