The new website is intended to serve as another pillar of the 'good administration' model for the provision of government services to citizens. It will use the back office and the successful experience of 'Linea Amica', the multimedia contact centre to promote government services. That service was launched in January 2009 at the initiative of Minister Brunetta and implemented by FormezPA, an organisation placed under the authority of the Department of the Public Service. During its two years of operation, Linea Amica positively answered half a million requests and placed online over 1 100 government department response centres which dealt with approx. 122 million requests.
With the new portal for Italian citizens, direct assistance to citizens takes a major step forward by integrating and combining the expertise of approx. 200 Linea Amica experts with:
- the search engine of the Public Administration designed by the National Agency for the Digitisation of Public Administration (DigitPA);
- the efforts of the transparency and simplification taskforce of the Department of the Public Service;
- the eGovernment services promoted by the Department of Digitisation and Technological Innovation.
The portal is aimed at fulfilling the need for the gathering and enhancement of those public administration services that have been made available online so far. The result is a web interface connecting various access points to the Public Administration and through which users can access information and public services directly.
Among other possibilities offered by the portal, citizens can:
- Use the search engine of the Italian Public Administration, www.italia.gov.it;
- Seek for assistance, by email or by calling the Linea Amica experts through VoIP services at the toll-free number 803.001;
- Read information in the most frequently asked questions and answers, structured by thematic area;
- Learn about their rights and how to assert them;
- Access online services and download the necessary forms;
- Rate public services through 'Mettiamoci la faccia', a system enabling citizens to express their level of satisfaction by means of emoticons, and 'MiaPA', the social check-in of the Public Administration which allows smartphone users to find the closest public office, express their level of satisfaction and post comments on the services they received;
- Communicate system problems encountered, suggest ideas for simplifying procedures and take part in discussions through online fora;
- Stay updated on the latest news (in text, audio and video format) of public interest;
- Flip the 'Pages of the Public Administration', a section with over 1 700 toll-free numbers;
- Consult the maps of the Public Administration in order to localise public offices.
According to the Ministry for Public Administration and Innovation, the portal is the first in Europe to provide such offer of multi-channel services and assistance to citizens. The Ministry informed that the portal was inspired by the European principles of transparency, multi-channel delivery, accessibility, usability, and user satisfaction. In terms of transparency, the services provided enable citizens to monitor the functioning of the Public Administration and check the use of public resources.
The website has been implemented by both the Ministry's Departments (Department of the Public Service, and Department of Digitisation and Technological Innovation) as well as FormezPA and DigitPA. Thanks to a licence created by FormezPA, the portal information and data will be usable and reusable by citizens, companies and any interested parties,
Further information:
- Original news article - Ministry of Public Administration and Innovation (in Italian)
- Lineaamica.gov.it (in Italian)
- Background information - ePractice eGovernment Factsheet for Italy
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Quelle/Source: epractice, 21.06.2011
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