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Service Charter

 

The Service Charter (Carta dei Servizi – CDS) is a document introduced by the Italian legislator to improve relations between public institutions and their clients and citizens, ensuring the quality and quantity of services provided. Based on key principles such as equality, impartiality, continuity, freedom of choice, participation, effectiveness and efficiency, the CDS represents a genuine opportunity for the Institute to grow and develop, allowing it to pursue the following objectives:

  • Placing the client/citizen at the heart of the Institute’s activities (through satisfaction surveys and performance evaluation)
  • Gathering feedback on how the Institute’s operations are perceived externally, in order to improve quality standards
  • Enhancing transparency and streamlining internal workflows and service delivery processes
  • Simplifying access to information and ensuring it is properly managed (clarity on timelines, methods, fees, and required tests; integrated, coordinated and consistent data)
  • Reducing processing times and errors in service provision
  • Offering a dynamic and immediate overview of available services (processing times and fees)

 

The Service Charter is published in digital format to ensure that users have access to up-to-date, real-time information at all times.

 

Regulatory framework: Law no. 241 of 7 August 1990, as amended, “New provisions on administrative procedures and access to administrative documents”; Prime Minister’s Directives of 27 January 1994 and 11 October 1994 on the principles for service provision and the establishment and operation of public relations offices (URP); Legislative Decree no. 502 of 30 December 1992 on the reorganisation of healthcare regulations, the right to submit complaints, and the obligation to provide information on access procedures and service fees; Ministry of Health Circular no. 100/SCPS/3 5697 of 31 October 1997 “Initiatives to implement Law no. 241 of 1990 within the National Health Service, aimed at improving relations between public administrations and citizens”.

Further confirmation of the central role of the CDS in Italy’s institutional framework is found in Article 11, paragraph 2 of Legislative Decree no. 286/99, as replaced by Article 28 of Legislative Decree no. 150/2009, which defines the quality and cost standards for services delivered by public administrations.