SIAG transforms public services and enhances support for citizens with Microsoft Dynamics 365, Power Platform, and AI agents

Sudtiroler Informatik AG (SIAG) is a leading provider of IT services to regions, municipalities, and other local authorities in the region of Südtirol, Italy. The organization needed to find a new solution that was easier to manage and help citizens more easily access important public services.

To solve the problem, SIAG built a unified Citizen Relationship Management (CzRM) system on Microsoft Dynamics 365 Customer Service, Dynamics 365 Contact Center, and Microsoft Power Platform. The company also used Microsoft Copilot Studio to create custom AI agents for citizen support, case routing, and knowledge management. These solutions provide a centralized view of citizen interactions, give citizens easier access to services and information, and automate case management.

Striving to break down IT and data silos

Nestled in the heart of northeastern Italy’s Dolomite Mountains, the Autonomous Province of Bolzano—South Tyrol—stands as a unique crossroads of Italian and Austrian-German culture. For more than 30 years, Sudtiroler Informatik AG, known in Italian as Informatica Alto Adige S.p.A., has served as the in-house digital solutions provider for the province, the Consortium of Municipalities, and the Trentino-Alto Adige/Südtirol Region. The company specializes in consulting, software development, and support services with a mission of modernizing public administration and empowering Bolzano’s 550,000 citizens through digital innovation. 

Carrying out its mission had become increasingly difficult for SIAG over the years, as the company’s IT landscape had grown to nearly 40 siloed systems, each serving a different domain, from agriculture and healthcare to social security and institutional relations. These silos, built over decades in every imaginable programming language, created integration and maintenance headaches, and the fragmentation meant that citizens and employees alike had to navigate multiple portals and interfaces, often with inconsistent data and processes. For citizens, this resulted in confusion and inefficiency—finding the right service was a challenge, and accessing support often meant repeating information across departments. 

“Citizens got lost in our services because we inherited a lot of systems, portals, and websites. They had to search for the right place to ask for school, agriculture, or healthcare. We wanted a different approach—proactively suggesting services based on their needs,” says Matteo Negrello, IT Solution Engineer, SIAG.

Internally, the lack of integration slowed administrative processes, made data sharing difficult, and hindered the organization’s ability to respond quickly to changing needs. The legacy systems also posed a risk for future scalability and compliance, especially as the region faced a looming workforce shortage with many public employees nearing retirement. 

Streamlining citizen services with Dynamics 365

Recognizing these challenges, SIAG decided to build a Citizen Relationship Management (CzRM) system—a unified platform to serve as the single point of contact for all citizen interactions. The goal was ambitious: consolidate data, streamline processes, and enable omnichannel communication (phone, email, chat, WhatsApp, and video calls) while supporting service delivery in Italian and German.

After considering different technologies, SIAG found that Microsoft met its needs for integration, low-code capabilities, scalability, multilingual support, and agentic AI features for automation, knowledge management, and citizen support.

The backbone of the new CzRM is Microsoft Dynamics 365 Customer Service and Dynamics 365 Contact Center. These platforms provide a centralized view of citizen interactions, enable efficient case management, and support omnichannel communication. Employees and citizens now operate on the same platform, with real-time data and unified processes.

The initial solution launched with case management functionality in August 2025 with 40 users, allowing SIAG to validate functionality and gather feedback. In September 2025, the company expanded the solution to include omnichannel capabilities, with voice channel integration for an additional 50 users.

Empowering citizens with AI

SIAG also embraced AI to build solutions that better serve citizens, using Microsoft Copilot Studio to create custom AI agents for citizen support, case routing, and knowledge management. The agents provide natural language assistance, answer questions, and automate repetitive tasks. The IVR (Interactive Voice Response) system, powered by Copilot Studio Voice, supports both Italian and German, ensuring inclusivity. 

The organization also built the myCIVIS portal, scheduled for launch in March 2026. Created on Microsoft Power Pages, the portal will serve as the single point of contact, allowing citizens to use voice, web or digital messaging to get answers to questions and access to health and other services by communicating with EMMA, a multilingual AI companion built with Microsoft Copilot Studio. Using the portal, citizens will also be able to book appointments and receive proactive support. Currently, the Bolzano Province’s housing authority is testing the portal.

SIAG quickly developed the CzRM and myCIVIS solutions, as well as a new human resources solution. “We are developing all new solutions on the Dynamics platform using low-code, no-code techniques. We had to develop a fast solution for HR, which would have taken months in the old world. On Dynamics, we did it in just a week,” says Stefan Gasslitter, General Manager, SIAG.

Integrating data and creating a seamless experience

SIAG has unified systems and processes with its new Dynamics 365 solutions, breaking down data silos, integrating data, and enabling seamless workflows both for citizens and employees. 

“The big innovation from using Dynamics 365 is having both the citizen and the employee working on the same platform and seeing the same data, with different views and rights,” says Negrello “In the past, systems talked to other systems, then to the citizen. Now, we have one platform for both. There is a single point of contact for citizens and also for employees to manage all their processes in one place.” 

Helping people find information and access services more easily

Because citizens now have a single point of contact with the CzRM, they can find important information and services faster than before. Using an AI agent built on Microsoft Copilot Studio, citizens can ask questions and quickly find out how to renew identity cards or get access to critical medical services, for example.

The solution’s multilingual IVR and support from agents simplifies processes for citizens whether they speak German or Italian. “With Dynamics 365 and Microsoft Copilot Studio, we’re going beyond language barriers,” says Gasslitter. “Knowledge is accessible regardless of the language it was written in. This speeds up processes and ensures equal service for all citizens.” 

Automating case management

IT support case management is now streamlined in Dynamics 365, helping SIAG employees resolve cases faster by giving them quick access to unified knowledge bases and case histories and using AI agents to summarize cases so employees can focus on high-value activities. Within weeks of the CzRM implementation, AI agents had helped Level 1 support resolve 30 percent of citizen cases, regardless of whether the communication was a call or email, with a goal to reach 60 percent within a year.

Ultimately, SIAG expects the CzRM to help alleviate workforce personnel shortages by optimizing existing resources and maintaining service levels despite staffing constraints. “One-third of our public administration employees will be retiring soon, and we know we will need to use AI to close that gap,” says Gasslitter. 

Continuing AI-driven innovation

SIAG’s transformation will continue beyond the upcoming launch of the myCIVIS portal. The company plans to expand the use of AI agents for customer intent mining, knowledge management, and further case lifecycle automation. The company will also add new communication channels, such as WhatsApp and SMS, for greater citizen accessibility. 

“We are at a tipping point,” Gasslitter says. “By using and seeing the first positive results from our platform strategy, we can really improve. We have the responsibility to keep up—not just the opportunity. For our citizens, we must deliver the best.”