The Advantages of Digitalizing Administrative Processes A Case Study on the “Constatazione Amichevole d’Incidente” (CAI)

Digitalization has profoundly transformed administrative processes, enhancing efficiency, transparency, and reducing operational costs. This research examines the benefits and challenges of digitalizing administrative procedures, with a specific focus on the insurance sector. In particular, the case study explores the digital transformation of the "Constatazione Amichevole di Incidente" (CAI), a key document in road accident management that traditionally relies on manual, often inefficient, and error-prone processes. The study begins with a review of the current state of digitalization, focusing on the Italian context and the key enabling technologies, including blockchain, the Internet of Things (IoT), artificial intelligence, and cloud computing. It then examines the advantages of digitalization in terms of operational efficiency, impact on human resources, and environmental sustainability. Despite these benefits, the study also highlights challenges related to technology integration, regulatory compliance, organizational resistance, and social implications. The case study analyzes the Digital CAI project, developed as part of an internship experience at Accenture. The project consists in implementing a web application based on a modern and scalable architecture to digitize the CAI form completion, signature, and transmission process. The proposed solution improves information management, reduces processing times, and increases transparency for all stakeholders. The adoption of a Spring Boot-based software architecture, along with tools for testing and continuous integration, has ensured high system reliability. The methodological approach places particular emphasis on the role of testing in validating the platform. The results' analysis demonstrates how advanced testing tools have improved code coverage, identified critical bugs, and optimized software dependency management, ensuring a stable and secure system. The study concludes with a reflection on the implications of digitalization in administrative processes and a discussion on potential future developments, including the integration of emerging technologies and the expansion of the model to other areas within the insurance and public sectors. In a context where digital transformation is crucial for optimizing administrative activities, this research demonstrates how innovative solutions can contribute to a more efficient, accessible, and sustainable ecosystem.