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With the citizen and for the citizen

From EPSA - European Public Sector Award

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The Public Services Charter is the basic tool with which Public Authorities perform the principle of transparency through a clear declaration of rights and duties either of staff or of users/consumers. This Charter comes from sections 3, 30, 33, 34 of the Italian Constitution, which ratify and protect the principle of equality and of impartiality, protect the dignity of persons, forbid all gender, racial and religious discrimination, and commit all the staff and the entire structure to respect these principles. In 2003, the Permanent Observatory on the Quality of the Municipality of Genova started a planned survey of the customers/citizens satisfaction regarding services supplied by structures that adopted the Public Services Charters. Every year it identifies the structures that will be the subjects of the survey and it establishes the methodologies to adopt (focus group, interviews, individually completed questionnaires and online questionnaires). The results allow the Administration to identify critical elements and acquire information provided by citizens in order to adopt service improvement actions. The survey data is communicated to citizens through the website of the Municipality of Genova.

The Municipality adopted a specific ‘Protocol of Relations with Consumers’ Association’ in order to revise all the Public Services Charters, to create a trilateral model of governance (Municipality of Genova, Local Public services enterprises and Customers’ Associations) and to agree on general criteria to put jointly in the Charter, such as:

  • Quantitative and qualitative standards of services supplied;
  • Universality and cheapness of services supplied;
  • Access to information;
  • Management of claims, accounts and conciliation procedures;
  • Creation of a permanent system of verification, monitoring of the

adequacy and respect of quality and quantity indicators of services supplied.

To establish a good relationship between the inhabitants and the City of Genova, the Municipality has committed itself to respond adequately to people’s needs. The Administration has agreed to identify their potential for improvement by containing costs and making the best use of resources. In pursuit of this objective, the customer satisfaction surveys are of great value because they make it possible to identify the areas where there is a gap between what the administration is committed to achieve and what the public expects to receive. Knowing the expectations of the citizen may lead to a better understanding of the mismatch between what is structurally provided and what is relevant to those who receive a service. It allows operators to better comprehend the usefulness of their role and purpose of their efforts, to develop a positive attitude towards supporting and helping those who express a need, and to find gratification in receiving feedback from citizens.

Award info
Award category: citizen involvement
Award type: submission
Award year: 2009
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity:
Keywords: Transparency, quality management, public service charter
Short English description: It allows operators to better comprehend the usefulness of their role and purpose of their efforts, to develop a positive attitude towards supporting and helping those who express a need, and to find gratification in receiving feedback from citizens
Further information
Organisation: Municipality of Genova - Permanent Observatory of Quality
Other applicants:
Homepage:
Level of government: local level
Size of organisation: 1-25
Number of people involved:
Country: Italy
EU membership: EU member
Language code: en
Start date:
End date:


With the citizen and for the citizen (44.4111753° N, 8.9327466° E)
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