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A Customer Satisfaction measuring system of the Italian Public Aadministration services

The Italian Ministry of Public Administration and Innovation is running a pilot
project entitled “Mettiamoci la Faccia” (literally “Let’s put a face on it”). The
campaign is designed to assess organizational performance in Public Administration,
through interactive interfaces and the use of emoticons. The expression of a
judgement using emoticons has the advantage of being simple and immediate for endusers
in terms of perceiving the quality of services. This paper describes a software
application, developed by the Istituto di Informatica e Telematica, which enables a
monitoring of Public Administration services, by means of emoticons. This involves
the objective assessment of performance, results and of the quality of services offered
(i.e. customer satisfaction). Furthermore, the system enables the generation and
automatic forwarding of statistical data on the services monitored to the Department
of Public Functions of the Ministry of Public Administration and Innovation, which
allows a real time and comprehensive assessment of their quality. The software,
based on a web application distributed with a GPL GNU licence, enables a survey of
customer satisfaction which is both cost-effective and easy to use. In fact, it can be
used via web browser and only requires a computer with low computing power and a
touch screen.


MeTTeg 2011, Camerino, Italia, 2011

IIT authors:

Pasquale Lazzareschi

Foto di Pasquale Lazzareschi

Giuseppe Vasarelli

Foto di Giuseppe Vasarelli

Type: Article in proceedings of national peer-reviewed conference
Field of reference: Information Technology and Communication Systems