The city of Lugano improved administrative efficiency and strengthened trust between citizens and public administration by adopting Camunda for process automation. Since 2019, the municipality has significantly reduced time-intensive tasks, cutting processing time and related costs for specific administrative activities by 90%. Using BPMN modeling, Camunda Tasklist, and an open, scalable architecture, Lugano improved collaboration among process owners and achieved fast time-to-value despite limited prior automation experience. The transformation increased online applications for citizen certifications by 70%, improved operational efficiency, and delivered more transparent, reliable public services.

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