Concettina Cassa, Head of Internet Governance, Agency for Digital Italy (AgID)

1) How do you use your role to ensure that technology and policy are truly inclusive?

In my role as Head of Internet Governance at AgID, I work to ensure that digital policies serve all citizens—without discrimination and with a focus on accessibility, participation, and trust.

I advocate for a multistakeholder approach in every policy process, bringing together government institutions, academia, civil society, and the private sector.

I also represent Italy in international digital governance fora, ensuring that inclusion and human rights remain at the core of technological progress.

Inclusiveness, to me, means listening to all voices—especially those who are not usually heard—and designing policies that reflect this diversity. 

2) What’s a moment in your career when you saw firsthand how technology or a new policy changed a citizen’s life for the better?

One meaningful example was the implementation of Italy’s digital identity system and eGovernment services. I witnessed how citizens—especially those in remote or disadvantaged areas—could access essential public services online for the first time.

It was a tangible example of how digital innovation, when well designed, can reduce inequalities and rebuild citizens’ trust in public institutions.

Seeing elderly citizens or small entrepreneurs use technology to interact more easily with government services was a reminder that inclusion begins with accessibility. 

3) What was the most impactful project you worked on this year, and how did you measure its success in building trust and serving the needs of the public?

As Internet Governance Forum (IGF) MAG member and Italy IGF coordinator, this year, I contributed to strengthening Italy’s participation in international digital governance dialogues—especially within the UN Internet Governance Forum and the European High-Level Expert Group on Internet Governance.

My focus was to ensure that Italy’s voice supported inclusive, rights-based digital policies.

The success of these efforts is reflected not in numbers but in relationships: stronger collaboration between governments, and greater engagement from youth and civil society in shaping digital futures.

Trust grows when citizens see that governments listen and cooperate internationally for the common good. 

4) What was one unexpected lesson you learned this year about designing for real people? This can be about a specific project or a broader lesson about your work.

I was reminded that technology alone cannot solve structural inequalities.

Designing for “real people” means understanding the human and social context behind every digital solution. In many cases, the barriers are not technical but cultural, linguistic, or economic.

I learned that humility and empathy are as essential as innovation.

Sometimes, slowing down to listen and co-create solutions with users produces more impact than accelerating technical deployment. 

5) We hear a lot about AI. What's a practical example of how AI can be used to make government services more inclusive and trustworthy?

AI has great potential to simplify access to public information and personalize services while ensuring fairness.

For example, AI-driven tools can support citizens with disabilities through voice interfaces, automated translation, or adaptive service design.

However, inclusiveness and trust depend on transparency—citizens must understand how AI decisions are made and have confidence that their rights are protected.

Responsible AI governance, rather than AI itself, is what will make services more trustworthy. 

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6) How are you preparing for the next wave of change in the public sector? What new skill, approach, or technology are you most excited to explore in the coming year?

The next wave will require not just new technologies but new ways of thinking. I am

particularly interested in how data ethics, digital sovereignty, and sustainable innovation will shape the next generation of policies.

Personally, I am investing time in understanding how to integrate ethical AI and digital inclusion frameworks into governance structures.

I believe the ability to connect technological expertise with social responsibility will define future leadership in the public sector. 

7) What advice do you have for public sector innovators who want to build a career focused on serving all citizens?

Be patient, be persistent, and stay true to your values. Working in the public sector can be challenging—especially in systems where innovation meets resistance or politics.

Yet, even small steps can lead to meaningful change. Build alliances, stay curious, and never lose sight of why you started: to serve people.

True innovation in government is not about technology alone—it’s about integrity, courage, and empathy in decision-making. 

8) Who inspires you to build a more inclusive and trustworthy public sector?

I am deeply inspired by the many professionals—often women—working quietly and effectively within institutions or international organizations to make systems fairer and more transparent.

I have had the privilege of collaborating with visionary leaders at the United Nations and the Internet Governance Forum who embody ethical leadership and inclusion.

Their dedication reminds me that real transformation happens through collaboration, not competition. 

9) If you had an unlimited budget, what would your dream project be?

I would create a “Digital Commons Lab” within government—an open, international platform where citizens, researchers, and policymakers co-design solutions for inclusive and ethical digital transformation.

It would focus on AI governance, accessibility, and sustainable innovation, connecting local challenges with global expertise.

The goal would be to build trust through transparency and collaboration, showing that technology can serve as a true public good. 

10) Outside tech, what excites you the most?

I find energy and balance in art, travel, and nature. I love discovering how creativity and culture connect people beyond language or background.

These experiences constantly remind me that empathy and curiosity—two essential human qualities—are also the foundation of good governance.