The use of detection systems to improve the quality of the Italian Public Administration

This paper describes a software application, developed by the Istituto di Informatica e Telematica, which enables a monitoring of Public Administration services, through interactive interfaces and the use of emoticons. This application has been developed in the context of the pilot project named “Mettiamoci la Faccia” run by Italian Ministry of Public Administration and Innovation. The system has been developed for real time measuring of Customer Satisfaction through touch screens installed at individual front offices delivering services. It also enables the generation and automatic forwarding of statistical data on the services monitored by the Ministry. The software, based on a web application and distributed with a GPL GNU licence, enables a survey of Customer Satisfaction which is both cost-effective and easy to use.