A Modification of the BP4PA Quality Framework to Become the Italian Standard for the Public Administration

Abstract

Measuring the quality of service of a Public Administration (PA) cannot be considered an easy task because of the many aspects and facets involved in the definition of quality itself and in the complexity of the environment. C2ST is a framework for the evaluation and measurement of quality for the Italian public administration, developed at the University of Camerino. This work proposes a broader definition of the elements of a generic framework, applying it to the case of C2ST and extending it accordingly. The new name of the framework is BP4PA Business Process for the Public Administration. A new Maturity Model for measuring the quality of the services is proposed, populated, tested and reviewed on the base of a case study in collaboration with the PA of the Italian city of Novara. The BP4PA Maturity Index, defined in the model, has been calculated for this PA. The results achieved have been very positive and may lead to further applications and refinement of the model as part of further research.