The Punti di Facilitazione Digitale (Digital Facilitation Network) project in Puglia is successfully closing the digital divide. The initiative offers free support and training to help citizens access digital services, from general Internet to public administration platforms. With 231 points across the region, these hubs provide a physical and human presence. By focusing on practical assistance and community engagement, the project is boosting digital literacy, fostering greater social inclusion, and making technology accessible to everyone, ensuring no one is left behind.
Objectives and scope of the initiative or experience
The Punti di Facilitazione Digitale (Digital Facilitation Network) project in Puglia was launched to address the persistent digital divide, a critical barrier to social and economic inclusion. The initiative’s primary objective is to empower citizens by equipping them with the skills and confidence to navigate the digital world independently. The scope extends beyond simple technical support, aiming to create a comprehensive network that offers free, accessible, and personalized assistance on a wide range of digital services. This includes everything from interacting with public administration websites and digital devices to utilizing digital identity services (SPID), accessing electronic health records, and navigating e-commerce platforms. The project’s goal is to ensure that no citizen is left behind in an increasingly digital society, targeting 183,000 citizens to enhance their digital competencies.
Technical methodology and operational approach
The operational approach is built on a distributed, hub-and-spoke model. The network consists of 231 physical points ‘Punti Digitale Facile’ strategically located throughout the region, particularly in areas with lower digital literacy rates, including within municipalities, libraries, and job centers. The points are staffed by over 460 trained digital facilitators who provide one-on-one and small-group assistance. The methodology is highly practical and user-centric, focusing on hands-on training rather than abstract theory. The facilitators employ a “learning by doing” approach, guiding users through real-world scenarios to build confidence and practical skills in areas such as SPID activation, cybersecurity threats, and using public administration apps. To ensure consistency and quality, all facilitators undergo a standardized training program and have access to a centralized knowledge base and support system.
Key challenges
One of the main challenges was reaching and engaging citizens who were either hesitant or skeptical about technology. To overcome this, the project adopted a “trust-building” strategy. The physical presence of the points in local communities and the personal, human-to-human interaction with facilitators helped to break down initial resistance. Another challenge was the wide variance in user skill levels. The solution was to develop a flexible and modular training curriculum that could be tailored to individual needs. Furthermore, ensuring the network’s long-term sustainability required a collaborative model. The project partnered with local municipalities, ARPAL, ARESS and non-profit organizations, leveraging existing infrastructure and community ties to reduce operational costs and increase reach. The project also focused on active interception of those less familiar with digital tools, not just among adults but also youth.
Impact and measurable results
The project has yielded significant and measurable results, exceeding its national PNRR target of 183,000 citizens well ahead of schedule. By July 31, 2025, over 184,600 citizens had already been reached through support and training activities in digital services and technologies. Data shows a marked increase in the use of digital public services among beneficiaries, with thousands successfully obtaining their SPID. Surveys indicate a substantial boost in users’ self-reported digital literacy and confidence. The initiative has also positively impacted social inclusion, as participants report feeling more connected and less isolated. The data reveals a broad engagement across age groups: 16.77% of participants are between 18-29 years old, 47.05% between 30-54, 29.1% between 55-74, and 7.96% are over 75. Furthermore, 54% of beneficiaries were women. The project has provided crucial support in diverse sectors, with 44 Job Centers assisting with online employment practices, 30 points aiding access to digital health services, and various centers supporting electronic payments, registry services, and social security applications. [source]
Implications
The Puglia Digital Facilitation Network offers a powerful model for other regions and countries seeking to bridge the digital divide. The project’s success demonstrates that a human-centric, community-based approach is highly effective. It underscores the importance of a blended strategy that combines technological infrastructure with personalized, in-person support. The implications are profound: by investing in digital facilitation, governments can not only enhance civic engagement and service delivery but also foster a more inclusive and digitally resilient society. Puglia’s achievement in reaching its target ahead of time, coupled with its broad impact across demographics, proves that with the right strategy and a strong commitment to people, the digital divide is not an insurmountable obstacle but a challenge that can be overcome.
More Information on
- https://www.regione.puglia.it/web/trasformazione-digitale/punti-di-facilitazione-digitale
- https://www.regione.puglia.it/punti-digitale-facile
Contact point for GOVERNANCE project: Paolo De Leonardis, Apulia Region
