More accessible digital services for citizens and businesses.
The evolution of Inail's digital services aims to simplify access to information and services for workers, employers, and citizens.
18%
increase in traffic following the launch of the new website
98%
delivery rate for more than 135,000 customer communications
Over 700
digital services supporting workers, employers, partner organizations, and Inail employees.
https://main--da-bacom--adobecom.aem.page/fragments/customer-success-stories/inail
"Adopting a shared platform for managing forms and documents has made it possible to simplify certain operational processes and encourage greater consistency in the delivery of digital services."
Paolo Guidelli
Central Director of Digital Organization, Inail
From fragmented workflows to responsive forms.
To support its digital transformation, Inail turned to Adobe to modernize forms and document management, replacing fragmented workflows based on legacy systems, PDFs, and spreadsheets. Inail is the first Italian public agency to adopt Adobe Experience Manager Forms as a digital service, enabling citizens and Inail employees to complete processes entirely online from any device.
The platform also serves as a centralized document-generation service, ensuring that all applications produce accessible PDFs consistently, rather than managing them individually. Once submitted, forms automatically generate a PDF that initiates the administrative procedure and triggers further processing.
"Adopting a shared platform for managing forms and documents has made it possible to simplify certain operational processes and encourage greater consistency in the delivery of digital services," says Guidelli.
More than 200 documents have already been converted into accessible digital forms that comply with European standards.
Inail is also evaluating expanding this workflow with full electronic signature capabilities, to offer an end-to-end digital journey.
Content management and accessibility.
The introduction of centralized tools for managing content and documents has helped standardize publishing processes and support compliance with accessibility and information-quality requirements. Communications teams can update institutional content, public notices, and service information following standardized, shared processes consistent with brand, accessibility, and design standards, while reducing dependency on IT teams for day-to-day updates.
Particular attention has been paid to digital accessibility. New forms and published content are designed with European and international standards in mind, aiming to enable effective use of services by as many users as possible, including people with disabilities.
Inail redesigned its content workflows with Adobe Experience Manager Sites and Adobe Experience Manager Assets, accelerating the publishing process. In addition, through Edge Delivery Services, Inail quickly builds splash pages and thematic sections for major initiatives, such as its campaign on home accident insurance.
The platform supports a high volume of institutional information each year, including 2,700 news items, 4,270 protocols and agreements, and 13,000 public notices. Inail also manages more than 70,000 public PDFs through standardized workflows designed to improve governance, consistency, and accessibility across all citizen-facing content.
"With Adobe, we've created a more standardized publishing process, so teams can do more, faster," says Guidelli.
An accessibility-first mindset has guided how Inail designed its digital experiences.
Forms built with Adobe Experience Manager Forms meet WCAG 2.1 AA accessibility standards and offer responsive experiences across devices and assistive technologies. Inail is also working with Adobe to improve the accessibility of a growing volume of digital documents in response to evolving European regulations.
Better understanding user needs.
Analytics tools make it possible to observe how citizens and businesses use online services and to identify potential areas for improvement. The insights gathered are used to assess the effectiveness of navigation paths, content organization, and the clarity of the information provided.
The increase in traffic and engagement recorded after the site's redesign is an indicator of user interest in the new services and a useful input for guiding continuous improvement efforts.
With Adobe Customer Journey Analytics and Adobe Target, teams analyze user journeys, run usability tests, and experiment with interface variations to improve how citizens and stakeholders use digital services. These insights help Inail continuously refine navigation, content placement, and personalization based on real user behavior.
For example, an insured worker accessing the portal after a workplace injury can now immediately view resources for rehabilitation, claims documentation, and support services. Employers managing compliance requirements can instead view reporting tools, operational guidelines, or regulatory updates tailored to their role.
Traffic to Inail's redesigned website has grown by 18%, while user engagement has increased by 11%. Videos are also seeing strong interest, with more users watching them through to the end.
"We're creating digital experiences that are more personalized, more accessible, and better able to respond to the needs of the people and organizations that rely on our services."
Paolo Guidelli
Central Director of Digital Organization, Inail
Personalized communications for every moment.
Inail is extending this same citizen-centered approach to all internal and external communications. With Adobe Journey Optimizer, it can tailor communications by stakeholder group, rather than relying on one-size-fits-all messaging. Employers receive reminders related to workplace safety initiatives and reporting requirements, while workers and partners receive communications more relevant to the services and information they use most.
Journey Optimizer also helps Inail deliver annual customer satisfaction communications to Italian businesses and workers, reaching more than 135,000 recipients with a 98% delivery rate.
The platform also supports recurring employee communications, reaching more than 8,000 recipients, including internal IT newsletters and organizational updates.
"We're creating digital experiences that are more personalized, more accessible, and better able to respond to the needs of the people and organizations that rely on our services," says Guidelli.
A collaborative foundation for innovation.
Across all of these efforts, collaboration has been key to helping Inail adapt technology to the operational realities of the public sector. Adobe Professional Services worked closely with the DCOD to modernize content workflows, support Inail's transition toward more accessible services, and continuously improve digital experiences based on citizens' needs and evolving accessibility regulations. Ongoing strategic guidance and technical support from Adobe Ultimate Success have ensured the stability and resilience of Inail's digital platform, as the organization continued to strengthen its services and respond to new operational needs.
For Guidelli, that partnership model made the difference between simply implementing technology and creating lasting operational change. "Technology alone is never enough," says Guidelli. "Adobe worked to understand our challenges and develop the right solutions with us."
Toward more accessible, smarter communication.
Today, Inail is exploring how AI can improve accessibility and communication for people with diverse needs. Teams are using AI-based capabilities within the Adobe platform to speed up development processes, support content creation, and enhance AI-assisted research, contributing to editors' day-to-day work and to simplifying language.
"Technology should help people feel supported, not overwhelmed," says Guidelli. "Digitalization is a tool for making public services more accessible, understandable, and effective. The goal is to make it easier for workers, employers, and citizens to access services and information, through integrated and accessible digital tools."
Recommended for you
