Document Review in Service Requests powered by Gen AI

This information was sourced from the European Commission, Joint Research Centre (2026): PSTW: Public Sector Tech Watch latest dataset of selected cases. [Dataset] doi: 10.2905/JRC.J1MWC9R PID: http://data.europa.eu/89h/e8e7bddd-8510-4936-9fa6-7e1b399cbd92. Licensed under Creative Commons Attribution 4.0 (CC BY 4.0).

INPS provides services where users are required to submit various types of documents to support their requests, which must undergo a thorough review to verify their validity. This process involves the manual review of millions of documents annually by operators, all within a constrained timeframe. This involves a wide variety of documents (invoices, contracts, travel tickets, payment receipts, etc), making the process highly time-consuming and error prone.

The goal of the project was to streamline and enhance the verification process through AI-powered automation, reducing manual workload, ensuring consistency in checks, and improving response times for citizens. To address these challenges, an innovative solution has been developed, integrating on-premise Generative Artificial Intelligence technologies designed to support operators in document analysis activities. Key features of the solution include:

• Automatic classification of documents based on both type and content;
• Data extraction and verification, with automated comparison between the information in the documents, the tender requirements, and the associated metadata;
• Smart visualization of AI-extracted fields, with automatic highlighting directly within the document for easy reference;
• Decision support, offering a detailed summary of the extracted data, flagging any discrepancies, and assisting with manual validation.

This solution significantly streamlines the verification process, reducing manual effort and increasing both the speed and consistency of checks, delivering concrete benefits to both staff and citizens. Moreover, the system’s ability to adapt and learn from new data ensures continuous performance improvement, supporting progressively more effective procedure management. The solution aims to deliver benefits for both operators and citizens. Overall, the implementation of Generative AI has proven to be a transformative step in modernizing the document verification process, setting a strong foundation for future innovation and scalability. The next objective is primarily to adopt this solution for the other services within the INPS system.

Budget: Not disclosed