Bespoke Citizen Relationship Management for LPA: the solution of Engineering Sanità Enti Locali to simplify and improve relations between municipalities and citizens. Instead of doing “one thing at a time”, citizens can get information and services (bookings, appointments, assistance, payments, complaints) online at their own single access point, called MyPage, which can be custom configured. The citizen's role is taken in its widest sense: physical person, family unit, representative or proxy.
All related information – profile, contacts, communications, services used, economic position with the organisation – is saved in the Citizen Database, which provides an overall picture, and keeps track of any contacts through various channels, and the content and outcome. Access differs between operators and citizens according to their function.

Integration middleware based on SOA allows cooperation between CRM-PA and the information systems with which it shares data.