A Customer Satisfaction measuring system of the Italian Public Aadministration services

The Italian Ministry of Public Administration and Innovation is running a pilotproject entitled ?Mettiamoci la Faccia? (literally 'Let's put a face on it?). The campaign is designed to assess organizational performance in Public Administration,through interactive interfaces and the use of emoticons. The expression of ajudgement using emoticons has the advantage of being simple and immediate for endusersin terms of perceiving the quality of services. This paper describes a softwareapplication, developed by the Istituto di Informatica e Telematica, which enables amonitoring of Public Administration services, by means of emoticons. This involvesthe objective assessment of performance, results and of the quality of services offered(i.e. customer satisfaction). Furthermore, the system enables the generation andautomatic forwarding of statistical data on the services monitored to the Departmentof Public Functions of the Ministry of Public Administration and Innovation, whichallows a real time and comprehensive assessment of their quality. The software,based on a web application distributed with a GPL GNU licence, enables a survey ofcustomer satisfaction which is both cost-effective and easy to use. In fact, it can beused via web browser and only requires a computer with low computing power and atouch screen.