The paper is composed by two parts. The first one is to show the main findings of the “as is” process analysis and “to be” process definition in the Prefecture of Milan, one of the users of KIWI project. This allows to present the improvement interventions in order to highlight the main user requirements for KIWI platform. It lets public employees access anywhere and anytime to relevant knowledge, transformed from implicit to explicit, through mobile devices. The second objective is to describe the development stage of KIWI platform that should be used to improve the efficiency and the effectiveness of public organisations. In particular, the project aims at developing innovative, user-relevant, wireless technologies which make the relationship between PA and citizens easier.