Good Practices and Innovations in Public Governance 2003-2011

Good Practices and InnovATIONS in Public Governance
Lessons Learned
The main challenge in implementing the project was documenting and safeguarding
the data collected about users of the Mobile Counter service, and finding a way to be
certain of the identity of callers. After experimentation, a personal code (PIN) was
issued to every eligible person. People interested in using the INPS services must
first indicate their safety code when they call the Mobile Counter. For safety reasons,
Mobile Counter personnel are also trained to always ask a series of questions to confirm
the caller’s identity. If there are any doubts, the service request is refused.
Another minor obstacle was securing the trust of elderly and disabled persons to allow
INPS personnel into their homes. Although this was not a frequent problem, it
was successfully addressed by setting up appointments in advance, giving precise
information about the names and characteristics of the visitors and requiring them to
present official photographic identification when they arrived.
Another noteworthy obstacle was initial scepticism about the project from some organisations,
both private and public, about the disability focus. This has been overcome
with small but continuous steps to increase sensitivity toward people with disabilities.
The involvement of disabled INPS staff in the project has helped in this
regard. So has collaboration with other public institutions and with non-profit organisations
such as the Italian Union of the Blind.
Finally, it has been valuable to have qualified retired INPS staff volunteering on the
project. This gives the participants a sense of utility while producing significant economic
savings for the government.
Contact Information
Ms. Mena Paola Ciarmela
Via Ciro il Grande, 21
Rome 00144
Italy
Tel: +39.06.59055417
E-mail:mena.ciarmela@inps.it
126