Case Study: Inail simplifies citizens’ access to online services with Microsoft Dynamics 365

Inail simplifies Italian citizens' access to online services with Microsoft Power Apps, Dynamics 365 and other Microsoft technologies

Inail, the Italian National Institute for Insurance against Accidents at Work, needed a better way to help citizens access services remotely and reduce the friction of paper-based, appointment-driven processes. Working with Microsoft Dynamics 365 and other Microsoft technologies, Inail set out to create a more intuitive digital experience for scheduling and handling citizen requests.

Microsoft Dynamics 365 and Microsoft Power Apps were used to build Sportello Digitale, an online app integrated with Teams and Viva that lets citizens book remote or in-person appointments and share case details in advance. The result was faster, clearer service delivery: citizens no longer needed follow-up appointments to provide missing information, while Inail reduced the time, labor, and costs involved in resolving cases.

Inail

Carlo Biasco

Head of Human Resources