Good Practices and Innovations in Public Governance 2003-2011

2010 Category 2: Italy
Europe and North America
Italy
2010 Category 2 — 2nd Place Winner
INPS Mobile Counter for Disabled and Elderly People
Instituto Nazionale della Previdenza Sociale (INPS)
Description
2010 Category 2 – 2nd Place Winner
Description
This is an initiative to make the services of the National Institute for Social Security
more accessible to Romans who face serious difficulties visiting the agency’s offices.
Summary
Italy’s National Social Security Institute (INPS) serves 35 million constituents, issuing
pensions, unemployment benefits and many other types of social insurance. However,
gaining access to these important public services is often challenging for the
disabled and the elderly. To better serve these customers, the INPS launched an initiative
entitled the Mobile Counter, which allows them to obtain services via telephone
and other forms of information and communication technology. People over the age
of 80 and those with disabilities are entitled to the Mobile Counter benefits. A PIN
code is provided to them in a letter. After receiving the PIN code, they can contact the
Mobile Counter and submit their service request. The Mobile Counter significantly
reduces expenses for the management of public services and speeds problem solving.
The Problem
The city of Rome is charming. The buildings of its ancient civilization are well preserved
and attract millions of tourists from all over the world. It is difficult, however,
to harmonize the precious ancient structures with up-to-date ways of providing services
to all people, including those with limited mobility. Narrow roads and a large
number of cars hold up the traffic; sidewalks are architectural barriers for people in
wheelchairs; and it’s almost impossible to move in the streets without being jostled.
For these reasons, it is difficult for disabled and elderly people to reach INPS agencies
to address administrative issues.
In the past, to take care of INPS business, all customers had to come in person to the
agency. Even a simple action such as signing a pension dossier meant personally visiting
an INPS office. This often caused great inconvenience and hardship for anyone who
was elderly, disabled, in a nursing home or hospital or otherwise limited in mobility.
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