About 10% of municipalities still rely mainly on paper communications, while 28% have fully switched to digital channels. Around 60% of municipalities provide in-person support to help citizens use digital services, and 50% have planned awareness campaigns to promote digital tools.
These figures suggest progress in reducing the digital divide, though accessibility for citizens with low digital skills remains a challenge.

APULIA Region
Small (<5.000 inhabitants), intermediate (5.000-15.000), medium (15.000-50.000), large municipalities (more than 50.000). Small municipalities are not considered due to the low number of respondents.
Results show that the Sustainability and Social Impact domain has reached a moderate level of digital maturity among municipalities in the Apulia Region, although significant differences emerge between its two main components: Sustainability of Digitalization and Digital Inclusion and Participation.
The findings indicate that environmental sustainability and digital inclusion are increasingly being integrated into local digital transformation strategies. Many municipalities have introduced measures aimed at improving the accessibility of digital services, reducing barriers for citizens with different levels of digital skills, and promoting more sustainable use of digital resources. Larger municipalities tend to perform better in these areas, demonstrating a more structured approach to both accessibility and sustainability objectives.
However, the domain presents important internal imbalances. While initiatives related to green ICT, energy efficiency and digital inclusion show medium-to-high levels of development, mechanisms for citizen participation remain considerably weaker. Opportunities for citizens and stakeholders to actively contribute to the design, implementation and evaluation of digital policies are often limited and not systematically embedded in governance processes.
This gap highlights one of the main challenges identified by the survey. Digital transformation efforts appear to be primarily focused on improving internal efficiency, service delivery and regulatory compliance, while participatory approaches receive less attention. As a result, the social dimension of digital transformation is not yet fully developed.
Overall, municipalities are making progress in promoting more sustainable and inclusive digital ecosystems. Nevertheless, strengthening citizen engagement and creating structured participation mechanisms will be essential to ensure that digital transformation generates not only technological and organizational benefits, but also broader social impact and community value.
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MOLISE Region
Small (<1000 inhabitants), medium (1000-2500), larger municipalities (2500-8000). The 4 bigger cities are not considered in the analysis.
This domain shows a generally positive regional picture, with medium-sized municipalities emerging as the strongest performers overall, followed closely by small municipalities, while larger municipalities remain in a medium-high position. Municipalities show them strong on Green ICT and Digital Inclusion, but Participation is clearly the weakest sub-area across all size classes.
This is one of the most balanced domains in the analysis, but also one where the nature of the strengths differs by municipality size. Medium municipalities appear to combine environmental awareness, inclusive service design, and participatory practices more effectively than the others. Small municipalities also perform well on green and inclusion-related aspects, but they lose ground when it comes to structured digital participation. Large municipalities are solid, but less exceptional than expected, particularly in translating inclusion into more open and interactive digital engagement.
Medium municipalities achieve the highest overall maturity, with a fully consolidated profile and strong results in both Green ICT and Digital Inclusion. Small municipalities also reach high maturity, showing that social proximity and local cohesion can support sustainable digital practices, even when administrative scale is limited. Larger municipalities remain broadly strong, but their results are more uneven, with participation lagging behind their performance in environmental and inclusion-related themes.
The Green theme is one of the strongest areas in the domain, showing broad awareness of the environmental implications of digital choices. Inclusion is also well developed, indicating that many municipalities are actively trying to reduce the digital divide and support accessibility. Participation is the weakest theme, revealing that digital democracy tools, co-design processes, and structured citizen engagement remain underused, especially in smaller municipalities.
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Also Sustainability shows a relatively strong performance, such as Governance, reflecting a degree of awareness regarding the long-term implications of digital transformation. Institutions appear to consider elements such as continuity, inclusiveness and future development. Nevertheless, sustainability practices are not yet consistently embedded across the system and in many cases still depend on project-based approaches rather than institutionalized mechanisms.
Participation records higher maturity suggesting relatively strong awareness of participatory approaches and stakeholder involvement within digital transformation processes. Green and Inclusion demonstrate moderate levels of maturity showing that institutions recognize sustainability and inclusiveness as important dimensions of digital transformation, although implementation remains uneven.
The thematic analysis therefore suggests that sustainability-related principles are increasingly present within institutional practices, but still not systematically embedded.
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