Overview
The Metropolitan City of Milan serves 133 municipalities and approximately 3.2 million inhabitants. The new institutional portal, designed and developed with YouCo, brings together more than 60 thematic sites into a single service-oriented architecture and integrates YouWorker.ai, the AI assistant that responds to citizens 24/7 on the official content of the institution.
133
municipalities
3.2 million
inhabitants
40
thematic sites
24/7
YouWorker.Ai
An architecture built on services, not on the organizational chart
The portal adopts the Italian Design System and incorporates some components from the AgID Municipalities site model. On this foundation, the Metropolitan City of Milan and YouCo built a custom architecture, designed around the administrative complexity and specific services of the institution. At the heart of the experience is a dashboard of services and information customized for target audiences—citizens, businesses, institutions, schools, and the third sector.
The approach stems from a pragmatic method, rooted in a multi-year collaboration between YouCo and the Metropolitan City of Milan: observing user behavior over time—navigation paths, most frequent requests, drop-off points—has guided information architecture choices, reducing the steps between citizens and the service they are looking for. A long-term relationship that has enabled the portal to evolve continuously, rather than through isolated interventions.
Accessibility and compliance with AgID guidelines
The portal meets the accessibility requirements for public administration websites—Stanca Law, WCAG 2.2 level AA—and the Design Guidelines for digital services of the PA issued by AgID. Compliance covers both technical aspects (semantic page structure, keyboard navigation, color contrast, compatibility with assistive technologies) and the documentary requirements for public institutions, such as the accessibility declaration.
For an institution serving 3.2 million inhabitants, with a user base that includes categories with different accessibility needs, this is a central requirement.
YouWorker.ai: the AI assistant that responds to citizens 24/7
The most significant element of the project is the integration of the AI assistant YouWorker.ai, which responds to citizens 24/7 on the official content of the Metropolitan City of Milan—regulations, FAQs, service information. The architecture is based on an engine that generates responses from sources validated by the institution, with a routing system that directs more complex requests by creating a ticket to the URP office: it allows tracking, managing, and resolving requests or issues reported by users, ensuring a structured and efficient workflow.
YouWorker.ai is YouCo’s AI system: a secure environment that learns the skills, processes, and content of the client organization and acts autonomously. The architecture is modular and consists of three levels that can be integrated progressively:
- YouWorker.ai—structures the institution’s documentary knowledge
- YouWorker.ai—agents that perform tasks autonomously
- YouWorker.ai—the conversational interface, currently active on the portal, which maintains conversation context.
Chat.YouWorker.ai generates human-like conversations: it understands questions posed in natural language—even with spelling errors or ambiguities—and asks clarifying questions when necessary.
The goal is not to replace the URP office, but to free staff from repetitive requests, leaving people time for cases that require evaluation and discretion: a One + One approach, in which the AI assistant supports workers without replacing them. YouWorker.ai operates in compliance with GDPR, AgID Guidelines, and the AI Act, on ACN-certified cloud infrastructure.
A transparent cost model
YouWorker.ai does not use a consumption-based system based on tokens—the mechanism that in many generative AI solutions makes it difficult to estimate spending and can generate hidden costs as usage grows. The language engine, data, and entire AI infrastructure remain on-premises: a certain and plannable cost over time, with full control over processed data. The data stays where it should.
A public case study, presented at AI Week 2026
The Metropolitan City of Milan and YouCo presented the project at AI Week 2026 (May 19–20, Fiera Milano Rho), as a concrete example of AI adoption in the public sector.
With the new portal, the Metropolitan City of Milan strengthens its commitment to a more accessible, transparent public administration that is closer to the needs of local communities.
Today, the role and function of an institution serving the territory, such as the Metropolitan City of Milan, is measured above all in the effectiveness and efficiency of services delivered with timeliness, clarity, and transparency. Within this framework, the role of a modern, clear, and constantly updated web portal is, it is worth always remembering, fundamental
FAQ - Frequently Asked Questions
Che cos’è YouWorker.ai nel portale di Città Metropolitana di Milano?
YouWorker.ai is YouCo’s AI assistant integrated into the portal of the Metropolitan City of Milan. It responds to citizens 24/7 on the official content of the institution—regulations, FAQs, service information—generates human-like conversations, and understands questions in natural language, even with spelling errors or ambiguities. For more complex requests, it creates a ticket to the URP office, which allows tracking, managing, and resolving reports.
L’addetto AI sostituisce l’ufficio URP?
No. The goal is to free URP staff from repetitive requests, leaving people time for cases that require evaluation and discretion: a One + One approach in which the AI assistant supports workers, without replacing them.
Dove vengono trattati i dati di YouWorker.ai?
The language engine, data, and AI infrastructure remain on-premises. There is no consumption-based system based on tokens: the cost is certain and plannable over time.
Il portale rispetta i requisiti di accessibilità della pubblica amministrazione?
Yes. The portal complies with the Stanca Law, WCAG 2.2 level AA standards, and the Design Guidelines for digital services of the PA issued by AgID.
Quanti comuni e abitanti serve il portale di Città Metropolitana di Milano?
The Metropolitan City of Milan serves 133 municipalities and approximately 3.2 million inhabitants, with over 40 thematic sites brought together in a single portal.
