this is redundant when comparing to point 1.3.3 below; is it a repetition of the very same sentence

aggiungere il concetto di servizio digital end-to-end

The distincion between digital interaction and digital public service is a little bit confusing. A suggested can be to riformulate it following the same approach of the REGULATION (EU) 2018/1724 (Single Digital Gateway), meaning that the citizen should be able to access the information and procedures online and get the result online but non-digital steps of some procedures (e.g. Police verification for change of address) that cannot be digitalised by law can exist and should not influence the evaluation of the service