Abstract

In this paper we present a case study concerning the implementation of the online platform with Internet-time response, ePart, by the municipality of Udine. Launched in 2010, this platform allows citizens to signal problems of urban maintenance and have a detailed answer from the local administration. The purpose of this platform is twofold. It is intended, on one hand, to solicit citizens' participation in the management of their own city and, on the other, to enhance the effectiveness of interventions by the municipality. The study we present consists of two researches. The first, is quantitative and it is presented with the techniques of descriptive statistics. The aim is to trace, five years after the launch of this platform, an assessment of its usage by citizens. The second research is qualitative. It consists of 13 semi-structured interviews administered to executives and officials of Udine Municipality who manage the platform. It is intended to assess how the local public administration has been capable of interfacing with this platform and responding to citizens' reports. Finally, we discuss whether the use of digital services providing an Internet-time response can be a valuable tool to increase the effectiveness of local authorities in providing services to citizens as well as an innovative tool for reorganizing bureaucracy.