Good Practices and Innovations in Public Governance 2003-2011

2010 Category 2: Italy
Another very crucial benefit of this initiative is that it demanded the inclusion and
participation of disabled INPS staff. Because of their experience and sensitivity,
they were able to make valuable contributions that improved the project. At the
same time, they gained a stronger sense of belonging to the company and a greater
sense of utility.
The high social value of the project, both for the targeted beneficiaries and for the
disabled personnel who work on it, is a compelling reason for its transference to
other national and international organisations.
Replicability and Sustainability
The Mobile Counter initiative is easily sustainable and transferable to other organisations,
thanks to the simplicity of organising and implementing it (already
tested and validated in Rome, a complex city) and the very contained costs. From
an economic point of view, the initiative has been sustained exclusively by internal
resources. One important factor in this has been collaboration with civil-society
associations, such as the Italian Union of the Blind (UIC). Since the start of
the project, the UIC has provided highly qualified volunteers (retired INPS staff)
who consult periodically and without any remuneration to improve the Mobile
Counter service. Such profitable collaboration has allowed INPS to keep costs
down, while the UIC volunteers are pleased to stay active and to continue putting
their expertise to use.
The Mobile Counter initiative has received much recognition from outside
groups, but above all from customers. Users of the system often send letters of
thanks for the services received, and appreciation is constantly expressed during
home visits. Thanks to such satisfactory results, the initiative has also aroused
the interest of INPS agencies elsewhere. For instance, the regions of Campania
and Lombardy are beginning similar projects. All these activities are included in
a wider national effort called INPS Oltre, which aims to coordinate all the initiatives
for meeting the needs of elderly and disabled people and those in hospitals,
rest homes and prisons.
The Mobile Counter is currently starting operational contacts with other public administration
entities (regions, ministries, welfare organisations) to be able to divulge
the prototype and to perfect an integrated model that could provide comprehensive
services to disabled and elderly people.
The INPS Mobile Counter project is among the top winners chosen by the Italian
Ministry of Public Administration and Innovation in its “Awarding the Results” contest.
The project also received the Best Practice Certificate at the European Public
Sector Awards in 2009.
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