Towards the Definition of Value-added Services for Citizens: a New Model for the Description of Public Administration Services

Abstract

The Italian Public Administration (PA) consists in a wide set of local authorities (i.e., regions, provinces and municipalities) providing services to citizens, each with its own administrative autonomy. Actually, it often happens that Italian citizens have difficulties in discovering and using services that they need in the course of their lifes. Several Italian initiatives, suchas the SMART (Services and Meta-services for smart e-Government) project, aim to simplify the interaction between Italian citizens and the PA trought the definition of value -added services. A value-added service (VAS) guides the citizen in the fruition of all services needed along a life event (e.g., the change of address). In this paper, we present a new version of the Italian Public Administration Service (IPAS) model defined for the description of PA services. We will show how the new model supports the description of concepts that simplifies the definition of VAS. A case study defined in the context of the SMART project will be presented.