L’ICT e la Customer Satisfaction: fattori strategici nelle pubbliche amministrazioni

The organization of public administration has changed, depending on the need to adapt into a rapidly evolving society. New information technologies have an important role for the organizational support processes and to focus attention to the Customer Satisfaction. The paper analyzes the revolution produced with the law 241/1990, which introduced the concept of paper document dematerialization and the results in terms of changing relations between public administrations and its constituency: human resources, local governments, citizens and enterprises. The study aims to identify the value of organizational changes, internal and external communication and in the production of services for enterprises and citizens, also pointing out the innovation’s effects toward public administration employees. New information and communication technologies simplify the internal operations of public administrations and allow more dynamic interaction between employees and customers, with the resulting improvement of the processes in terms of efficiency and effectiveness. Responding appropriately to the needs of the most demanding citizens, who are also more informed, is a priority and a challenge for a change inside the public sector. The need is to deliver quality service and, above all, to obtain the loyalty of the citizens who use the service. The active participation and awareness of users, during the process of assessing the quality of public services, is a necessary resource to track targets for continuous improvement. The client switch from a passive user to a role of protagonist of public choices. This is of fundamental importance for measuring the activity of CS of public administrations.