Italian Social Insurance System and Digital Services
As you could guess from my name, I’m born and raised Italian, so I can try to introduce to you to my country’s digital services. In Italy, arguably one of the most significant developments recently has been the roll-out of SPID (Sistema Pubblico di Identità Digitale), a single digital identity system where citizens are able to access a range of government services online. I’ve personally used SPID for official paperwork, such as tax filings and university applications, and while it’s a huge step forward in simplifying bureaucracy, it’s not always the smoothest experience. Some government websites still feel outdated, and there can be inconsistencies in how different institutions implement SPID authentication (tons of different login ways and apps that you can link to it, and some of them are poorly mantained).
Another crucial entity is INPS (Istituto Nazionale della Previdenza Sociale), which manages pensions, unemployment benefits, and other social security services. Even though I do not know INPS’s internet services very well, I know that their site allows contributors to check contributions, claim benefits, and contact customer services online. However, most Italians still complain that the site is not user-friendly and that navigating to travel around the services needs external assistance or experts’ aid.
One area where I have no direct experience is the Fascicolo Sanitario Elettronico (Electronic Health Record), designed to bring medical records together and allow patients and doctors to see health information online. In theory, this should streamline medical consultations and prescriptions, but what I’ve gathered is that it’s extremely patchy by region and many people (especially older generations) don’t use it at all. Italy’s health system is highly regionalized, and consequently, has a tendency to create inequalities in how digital services are brought in.
Digitalization in the Healthcare Sector
My experience of digital healthcare in Italy has been limited to my company’s private health insurance website, where I book appointments and claim partial compensation for medical expenses. This is an excellent example of how private companies have embraced digitalization far superiorly than public authorities. The convenience of booking online without the need to make phone calls or spend hours waiting in queues is a huge improvement.
For the public health system, digital services have been developing but still lag behind. Most general practitioners are now conducting online booking of appointments, and electronic prescriptions made it easier to get medication without needing to present paper documents. Telemedicine, though, which grew exponentially during the pandemic, is still not as widespread or as efficient as it can be.
The main benefits of healthcare online services are efficiency and accessibility. Patients can, in principle, manage their health without consulting doctors’ clinics or hospitals excessively. The thing is that most elderly people or low-digitally-literate individuals struggle to use these instruments, and it creates a gap between digitally literate people and those lagging behind.
The Evolution of Online Shopping: Then and Now
I began purchasing online early on, when I was 14 years old, and talked my dad into purchasing a prepaid card for me. At the time, there was little customer protection, and one always ran the risk of scams or crooked sellers. Cut to today, and shopping online is second nature, providing unparalleled convenience and choice over physical outlets.
I even do my shopping for groceries online nowadays, saving time spent at the supermarkets. However, I still go to shops in person when I need the best possible price—such as going straight to a supplier for materials to do a house renovation—or need to try it out first, such as a sofa or specific pieces of clothing.
Comparing online platforms like Amazon, eBay, Booking.com to local stores, I see a clear trend: online prices are often more competitive, but not always. Some niche products or high-end items can still be found cheaper in physical stores, especially during sales. The main advantage of digital shopping is convenience, while the downside is that you can’t always guarantee quality until the product arrives.
Fintech Revolution: Why Revolut is a Game Changer
One of the online services that has made a massive impact on my life financially is Revolut. I started using it in 2020 when I was in the UK for my Erasmus+ program, and I’ve been hooked ever since. In contrast to banks, Revolut has a modern, easy-to-use app with live spending information, easy currency exchange, and instant international transfers.
Compared to Intesa Sanpaolo, where I currently work, Revolut is light-years away in terms of user experience. While Intesa Sanpaolo has the highest-rated mobile bank app among banks in Italy, it still is from the good old days next to Revolut.Banks are trying to go digital, but they are still clinging to legacy systems, strict regulations, and risk-averse cultures that stifle innovation.
Digitalization and the Digital Divide
One of the most important risks of digitalization is the digital divide—the gap between those who can effectively utilize digital services and those who cannot. In Italy, this can be observed quite evidently among older generations and those in rural areas. While younger generations use online banking, e-commerce, and digital health services with ease, many elderly find even basic online transactions difficult.
I was lowkey shocked when I did the Digital Competences test. I work daily in IT with cutting edge tech, and I’ve been “digital” since I was a kid. I didn’t expect to rank mid in many of those areas. Guess there’s always something new to learn!
The second concern is data privacy and cybersecurity. With activities shifting increasingly online, the incursion of data is ever harder to deny. Even with GDPR-style regulation, there are still data breaches and leaks that happen, and business must keep spending on security solutions to protect users.
Self-Reflection: What I Learned
While doing this exercise, I was struck by how much my life had already been transformed by digitalization, for instance, in terms of banking, health, and shopping. While I was already aware of most of them, being informed about digital services in Italy made me realize how much more effort is to be put forth in making them easily accessible to everyone.
The biggest takeaway is that digitalization isn’t just about convenience—it’s about inclusivity. If we don’t bridge the digital divide, we risk a world where those who can’t access digital services are left behind. In the same way, the fintech sector is demonstrating how open, digitally-driven solutions can transform an entire industry.
Moving forward, I’d like to explore more about how traditional banks are evolving in response to fintech and how Italy can improve its digital public services to match the standards of private companies. Digitalization is here to stay, and the challenge is ensuring that it benefits everyone, not just those who are already tech-savvy.
Hey Davide, Really enjoyed reading your blog! It was super interesting to hear your take on Italy’s digital services and especially your experience with Revolut. I totally agree, fintech really pushes traditional banks to step up! Thanks.
Link to my blog: https://blogi.savonia.fi/edris/
Thank you for your interesting and personal blog post about Italy’s digital services! In Finland, the situation is quite similar in many ways—we have developed many excellent digital services such as Suomi.fi authentication, the Kanta health service platform, and electronic prescriptions. However, even here, there is still room for improvement in usability and consistency across different services.
It was fascinating to read about your experiences with the SPID system and how the progress of digitalization varies across regions and population groups. In Finland, this is especially true among the elderly. The private sector here too is often more agile in developing digital services compared to the public sector.
There are big differences within Finland as well. For example, my mother, who is nearly 90 years old, is quite skilled in using online banking services—but this is not the case for many elderly people. While mobile banking is very common in Finland, many still find traditional banking services overly complicated.
The digital divide is also a timely and important issue in Finland. Your post made me reflect on how vital it is to invest in digital equality and education. Thank you for also sharing your insight from the digital competence test—it’s a good reminder that no matter how experienced we are, there is always something new to learn!