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THE SERVICE NEAR TO THE CITIZENS
AUTOMOBILE CLUB ITALY
Italy

The Problem

The ACI has always cultivated, while not has institutionally the task of delivering services to help disadvantaged groups of citizens, its social vocation.
In fact, before to do " the service near the citizens", has predicted at all ACI Detached Offices (Uffici Provinciali - UUPP) that manage the Public Registry Automotive (magnetic archive that contains the technical information / legal-related at the vehicle fleet Italian) a "service appointment" to implement the accessibility of the service points such as flexibility of the offices of Aci.

The Automobile Club of Italy, in fact, he has always demonstrated attention to the citizen as person providing him services without discrimination based on race, language, sex, age, physical disability or difficult conditions linked to special events of life (drug addiction, alcoholism, smoking, trouble with the law).

“The service near the citizens” was established as a response of ACI to meet the demands of population groups or so called weak to physical problems related to particular conditions of life.

In substance you are working for configure an office no more fixed but near the place where live the citizen.

Solution and Key Benefits

 What is the initiative about? (the solution)
The project aims to expand the supply of ACI services including those dedicated for the social as" the service near the citizens" as characterized by a strong attention to people who suffer, for various reasons, the forms of deprivation and marginalization with the aim to promote social inclusion.
The service is designed to provide benefits PRA at the home of some vulnerable groups as disabled people with medical conditions that prevent or make it difficult to move from home, long-term patients, inmates, sicks that are in therapeutics communities or of rehabilitation.
The logic is offer to these citizens public services related at their rights as person and not as only mere consumers of services.
The citizens can ask " The service near the citizens" at ACI Detached Offices (106) that are in every Italian province by means by telephone or via the web .
After staff responsible will do a prior investigation, later, the same personnel, equipped with the necessary equipment (laptop , scanner and laser printer) and with appropriate identification card comes to the address indicated by the citizen for the provision of the PRA required performance.
The service is free and is done in a logic of reducing bureaucracy of public processes.

Actors and Stakeholders

 Who proposed the solution, who implemented it and who were the stakeholders?
The solution has been proposed by some UUPP ACI because they have ability to guard the specific needs expressed by citizens taken as an element of interaction and the bearer of territoriality.
In particular, the project idea has been proposed by the Provincial Offices of Turin and Milan, in 2008, as pilot offices for to distribution on the other ACI UUPP.
This project was shared with stakeholders: Prefecture, ASL, Red Cross, volunteer associations in support of disabled and terminally ill, handicapped association, agency local-regional, provincial, prisons, rehabilitation institutes.
The aim of the initiative is work in synergy with the territory to meet the demands of the community, in a logic of networking.
The improved performance of the service was , in fact, already set in the planning stages, object of the attention of the stakeholders mentioned it expedient to identify aspects of the service that could satisfy of stakeholders.

(a) Strategies

 Describe how and when the initiative was implemented by answering these questions
 a.      What were the strategies used to implement the initiative? In no more than 500 words, provide a summary of the main objectives and strategies of the initiative, how they were established and by whom.
The strategy expressed by the project is strengthen on the territory mission's and vision's ACI - overseeing the many sides of mobility, spreading a new culture of self and improving the circulation of people, goods and ideas.
This mission has generated a vision that highlights the ACI values in the concepts of "people, culture, versatility, clubs, emotion, ethics and protection."
The strategies of the initiative can be traced to an effort of the ACI to innovation and modernization of its services second the rules of TQM.
The service was included in the project called "Innovation in services and quality of UUPP ACI ", launched by ACI in 2008.
Furthermore, the initiative aims to initiate forms of active participation with vulnerable groups of citizens , working for the welfare of the community in terms of improving the quality of life and for to initiate public policies of services based on social equity.

(b) Implementation

 b.      What were the key development and implementation steps and the chronology? No more than 500 words
ACI was able to achieve cost savings related to the simplification of procedures that have been adapted to make the service from the one provided at the front office to the one-carried out at the address specified by the citizen. Such simplification was performed to ensure immediate answers to the same citizen service requests (the average timing of service delivery at home is 15 minutes, regardless of the specific nature of the request).
The service provides not only cost efficiency and streamlined processes
but also intangible benefits resulting from the elimination of difficulties in the delivery of the front office service and a full social integration of marginalized groups.
In fact, periodic surveys of satisfaction of citizens show that 90% of them express their full satisfaction.
The service is efficient .
The balance between the costs and standards of service delivery is obtained at no extra cost.
In addition, the service has been well designed from the outset, with the involvement of major stakeholders.
The service has been made, since 2008, within the planned budget and with no other economic obligation , in fact, for develop the service have been used technical procedures / organization common at the UUPP ACI allowing the easy transferability of the service within the network of ACI UUPP .

(c) Overcoming Obstacles

 c.      What were the main obstacles encountered? How were they overcome? No more than 500 words
The major obstacles were encountered in the development of the technology suitable to carry out the service delivery and in its related organizational and security procedures.

(d) Use of Resources

 d.      What resources were used for the initiative and what were its key benefits? In no more than 500 words, specify what were the financial, technical and human resources’ costs associated with this initiative. Describe how resources were mobilized
The resources used in each Provincial Office were, human professional resources and electronic equipment as a computer that can do connection with general archive of ACI . The costs are: Euro 1500.00 for a computer and € 700.00 for insurance coverage (theft and CIT). Altogether, today 159,000.00 Euros have been spent for information kits and 4.970.00 Euros for insurance contracts.

Sustainability and Transferability

  Is the initiative sustainable and transferable?
The solution is sustainable and valuable for many years to come.
Both the planning and strategy used (teamwork, involvement of disabled people themselves, no extra charge) and the results achieved (increase in the number of performance, positive customer rating, increased involvement of the provincial office staff for their professional growth ) show the possibility that the service could be widespread in the territory. The future goal is enable of the service to a wider population of the disadvantaged citizens, such as the ones on probation.
The project achieves its objectives and has provided additional benefits such as bring together all Italian associations of disabled persons and persons belonging to marginalized groups.

Lessons Learned

 What are the impact of your initiative and the lessons learned?
This service has been characterized from the outset for its transferability to other UUPP ACI but also at other public managements.
The idea, moreover, could be transferred to other EU countries, provided however, that associations of disabled people are involved beforehand.
ACI through the design of the service was able to explore the question of accessibility of public services, in a logic of social inclusion, acquiring at the same time, the awareness that such topics need to be developed for greater coordination with other public actors on the territory, able to create a network to support social innovation.

Contact Information

Institution Name:   AUTOMOBILE CLUB ITALY
Institution Type:   Public Organization  
Contact Person:   Vincenzo Pensa
Title:   Director  
Telephone/ Fax:   +39.0649982203
Institution's / Project's Website:   www.aci.it
E-mail:   v.pensa@aci.it  
Address:   Via Magenta, 15
Postal Code:   00185
City:   ROME
State/Province:  
Country:   Italy

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