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Italy (Bolzano) / General / Dir.P.C.M. 27 January 1994. Principles on the delivery of pubblic service

IT02_IT0_Dir.P.C.M. 27 January 1994. Principles on the delivery of pubblic service_1994

Name of the country Italy (Bolzano)
Sector General
Name of the document (original) Dir.P.C.M. 27 gennaio 1994. Princìpi sull’erogazione dei servizi pubblici
Name of the document (English) Dir.P.C.M. 27 January 1994. Principles on the delivery of pubblic service
Administrative level National
Type of the document Legislation
Year of adoption 1994
Foreseen duration Unlimited
Sector General
Territorial unit (NUTS/LAU) IT0
Authority The President of the Council of Ministers
Availability in English No
Legally binding legally binding
SGI coverage SSGI
SGI Health
Social Care
Education
Engery
Telecommunication
Integration as a concept Yes
Integration elements
Actors
Policies
Adm. levels
Fin. sources
Others Standing Committee
Description Public services should be considered, even if carried out under concession or by convention, those designed to ensure the enjoyment of human rights, constitutionally protected, health, welfare and social security, to education and to freedom communication, liberty and security of person, freedom of movement, in accordance with art. 1 of the Law of 12 June 1990 n. 146, and those of electricity supply, water and gas The participation of citizens in the public service must always be guaranteed The providers are obliged to accommodate their behavior, in relation to users, in accordance with objective criteria, justice and impartiality
Major objectives Principles on the provision of public services:
1. principle of equality of rights of users
2. Providers are obliged to inspire their behavior towards users, in accordance with objective criteria, justice and impartiality
3. Continouse delivery of pubblic services, regular and without interruption and regulated by sectoral legislation
4. Right of choice of service provider
5. Guarantee participation of citizens in the public service
6. Public service must be provided to ensure efficiency and effectivness
Short Summary For the purposes of this Directive shall be considered public services, even if carried out under concession or by convention, those designed to ensure the enjoyment of human rights, constitutionally protected, health, welfare and social security, to education and to freedom communication, liberty and security of person, freedom of movement and those of electricity supply, water and gas. This Directive provides the principles which must be aligned gradually, in general, the delivery of public service which are: equality, impartiality, continuity, right of choice, participation, efficiency and effectiveness. The instruments for implementation the service are: adoption of the standards, simplification of the procedures, user information, relationships with users, assessment of the quality of the service, refund. Regarding the first tool we have these characteristic: The providers defines general standard and specific standards of quality and quantity of service. The first one represents the objectives of quality which refers at the performance service. The second one relates to each of individual service performance supplied for customers. Standards are accompanied by an explanatory report which describes among other thing, how they intend to achieve them; the valuation method used to fix of review the standards, with a forecast of future assessments. In the report the providers determine also the indexes to be used for measurement or assessment of the result achieved; they compare outcomes with objectives expected, describes the instruments that verify measured values. The standards are periodically updated to adapt them to the need of the service. The new rules must be adopted and followed, taking care to minimize uncomfortable consequences for customers. The providers adopt annually plans aimed to improve service standards. Simplification of the procedures- The providers are required to reduce as far as possible, the formalities required of users, and provide any necessary explanation on them. User information- The providers ensure full information for users on measures for delivery of the service. Relationships with customers - The providers and their employees are required to treat users with respect and courtesy and to facilitate them in the exercise of rights and obligations. Assessment of the quality of the service - For each year, the providers prepare a report on the results achieved in the previous year, submitting it to the Committee and its adequate publicity. The report should analyze the results achieved in the relation to the standards set for the year in question; describes the reasons for the possible failure and prepared remedies; specifies the guiding criteria which the provider will abide in drawing up within the standard progressive plan. Refund- The providers ensure the reimbursement users in cases where it can be shown that the service is inferior in quality and timeliness, according to the published standards.
In order to ensure the implementation of the principles and procedures referred into preceding paragraphs its foreseen the complaint procedure by users, standing Committee on the implementation of the Charter of public service. The Government undertakes to adopt all the laws, regulations and administrative provision necessary to give full effect to the principles contained in this Directive.
Centralised/decentralised Centralised
Governance model
Public services
Concession
Public-private partnership
Co-operative
Others
Comments
Measures adoption of standard/simplification of the procedures/user information/relationship with users/assessment of the quality of the service/forms of reimbursement for users
Stakeholders' list
Federal/national Department of public administration; Ministry of Education; Ministry of Univeristy and scientific and technological research; Ministry of Health; Ministry of Postal and telecommunication; Ministry of Internal Affairs; Ministry of Transport and Navigation
State/provincial/departmental
Regional
Inter-communal
Local
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