City of Naples: over 1 million certified emails per year managed intelligently with CLASSIF-AI
Tinexta Infocert has worked alongside the Municipality of Naples to simplify the management of incoming certified email flows with intelligent classification solutions.
More than 1 million certified emails to manage for the Municipality of Naples
The Metropolitan Municipality of Naples receives more than 1,000,000 certified emails (PEC) every year, distributed across hundreds of institutional mailboxes. This is an enormous amount of data involving various offices and activities, including:
Demographic Services, the primary point of contact with citizens, with over 500,000 certified emails per year for requests and notifications; Municipal Legal Office, which manages legal documents and court proceedings; Administrative Sanctions, with appeals, installment plans, judgments, and refunds related to the Highway Code.
The challenge: improving operational efficiency
The traditional incoming mail management system had critical issues that impacted the operational efficiency of a complex municipality such as Naples.
Citizens and external entities often sent the same request to multiple certified email addresses or to the wrong addresses, generating duplication of paperwork, confusion, and delays. Manual classification and sorting took up valuable time for operators, and the lack of centralized traceability made it difficult to monitor and handle requests.
The solution: CLASSIF-AI by Tinexta Infocert
The municipality has therefore adopted CLASSIF-AI, the intelligent classification platform developed by Tinexta Infocert, based on LLM technology and directly integrated with the Tinexta Infocert document workflow system and the entity’s protocol.
Thanks to ad hoc customization for the customer, the solution automates the entire cycle of incoming communications management, ensuring automatic sorting of mail to the relevant areas and offices, complete traceability, and interoperability with the systems already in use by the administration.
The results
Thanks to the adoption of CLASSIF-AI, the Municipality of Naples has been able to significantly reduce manual sorting activities and optimize the work of municipal operators, ensuring better monitoring of certified email flows.
Internally, the Municipality has reduced the margin of error in financial flows, limiting losses, and has been able to monitor KPIs, SLAs, and resources for strategic performance control.
The relationship with citizens has also benefited: thanks to the Municipality’s efficiency, it has been possible to provide faster Demographic Services, reducing processing times and providing a much more timely service. “The service was applied to administrative procedures and completely customized according to the functional analysis carried out for a variety of services, such as demographic services, for example, breaking down barriers with citizens and simplifying contact with the public administration, thus not limiting ourselves to the physical counter but offering multiple access channels,” says Giuseppe Barrasso, IT Manager of the Municipality of Naples and head of the project.
