© Springer International Publishing Switzerland 2015 C. Debruyne et al. (Eds.): OTM 2015 Conferences, LNCS 9415, pp. 639–643, 2015. DOI: 10.1007/978-3-319-26148-5_43 Security Aspects of De-materialized Local Public Administration Processes Giancarlo Ballauco 1 , Paolo Ceravolo 2 , Ernesto Damiani 3 , Fulvio Frati 2() , and Francesco Zavatarelli 2 1 I-Conn, Trento, Italy giancarlo.ballauco@nitidaimmagine.it 2 Computer Science Department, Università Degli Studi Di Milano, Milan, Italy {paolo.ceravolo,fulvio.frati,francesco.zavatarelli}@unimi.it 3 Etisalat British Telecom Innovation Center/Khalifa University, Abu Dhabi, UAE ernesto.damiani@kustar.ac.ae Abstract. De-materialization processes and services of local public administration processes are becoming of paramount importance in the context of Italian and Eu- ropean public administrations. An important aspect of these frameworks is the pos- sibility of providing remote assistance by human operators when needed, in order to ease the access to services for citizens and reduce costs for organizations. In this paper we describe our framework, which is in an advanced state of development and will be tested in several municipalities of the province of Trento (Italy), and fo- cus on the enforcement of security aspects. Keywords: BPMN · Adaptive business processes · Local Public Administration 1 Introduction Like many other European countries, Italy is undergoing the process of merging sev- eral little municipalities into districts, to allow local administrations to streamline local services, re-organize staff, and thus reduce indirect costs [4]. In particular in rural and mountain areas, local services are relocated to municipalities chosen as district leaders, forcing citizens to face longer trips and increased inconvenience in accessing services. This situation has triggered research [1,2] on technologies and platforms for the de-materialization of Local Public Administration (LPA) processes, in order to provide remote access to such services via smartphones or special-purpose access points located in supervised places like schools, post offices, and shops. Our solution [6] relies on a platform that executes all LPA process steps remotely, calling in a human operator for assistance only when necessary. The level of assis- tance is context-dependent, i.e. takes into account the task at hand, the logistics of the point of access, the age, hearing and eyesight capabilities of the user as well as the current state of the Internet connection and access devices. If the user looks uncertain or confused, the remote assistance gets activated automatically without waiting for a specific request. Experience has shown that citizens used to have face-to-face interac- tions in fulfilling LPA processes find hard to access LPA services via Web sites.