A study by Hemin Choi and Maria Cucciniello examines how public administrations can move from “smart” to adaptive cities. Using Milan’s mobility services, it shows that digital platforms often fail when rigid procedures meet citizens’ complex lives. The authors argue that digital transformation should not simply digitize existing services, but redesign them through feedback, co-design and experimentation. Future public services must learn from users while balancing efficiency, transparency, inclusion and accountability.

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