Expired

Mettiamoci la faccia – Customer satisfaction survey for the Italian Public Administration

As part of the project and thanks to a collaboration with the Department of Public Administration (DFP) of the Ministry of Public Administration and Innovation, we developed a software system that allowed the monitoring of the provision of services offered by Italian Public Administrations to citizens and, thanks to the use of emoticons, the objective evaluation of the performance, results and quality of the services provided. The software was made available to all PAs participating in the pilot project “Mettiamoci la Faccia” promoted by the DFP.

To measure, evaluate and improve the Italian PA presence on the Internet

The project was born as part of a collaboration between the Department for the Digitization of Public Administration and Technological Innovation of the Italian Presidency of the Council of Ministers (DDI) and the Department of Engineering, ICT and Technologies for Energy and Transport of the CNR (DIITET). The projects aimed at designing and developing innovative methodologies and tools to measure and improve the ability of public administrations to activate and manage information and services through communication via the Internet and the Web channels.

In this context, we developed a crawling system and a pilot information system, accessible via the Web, which made it possible to carry out a real-time monitoring of the quality of the PA websites. In particular, starting from the domain names of the Public Administration registered with the .it Registry, the system has made it possible to identify the presence and updating, on the websites of the public administrations, of the fundamental information sections provided for by the “Guidelines for PA websites”(Legislative Decree no. 33/2013).