Public Services

The issues of the performance quality and of the centrality of the citizen recently acquired particular importance within the process of transformation and modernization of the Public Administration, also because they are identified as strategic resources to evaluate the respondence to the service supply in relation to the users’ needs.
The supply of public services, such as social and care services (home care, residential care, service for minors, receiving communities) or free time and individual services (childhood recreation services, youth aggregation centers, school canteens, elderly animation activities) can resort to evaluation strategies in order to verify the quality of the supplied services and to increase their efficacy and sustainability.
To ensure this practice, Istituto Italiano di Valutazione offers a qualified support to public authorities, consortia and social private realities in:
– identifying the priorities and expectations of external or internal (staff) users with respect to the service and the measurement of satisfaction with respect to the single service unit;
– designing a complete information framework functional to take decisions on resource allocation, according to the main disregarded expectations and for the maximization of the users and staff satisfaction;
– verifying the opportunity to introduce new services and/or modify those existent;
– identifying the potential sectors of performance and quality boost;
– providing a collection of suggestions addressed to the elaboration of an efficient external communication plan.

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(Italiano) Comune di Milano - Area Domiciliarità e Cultura della Salute
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