INPS

-- Dr. Dionigi Spadaccia, Director of Central Information Systems and Telecommunications, INPS

The Italian Civil Service has for some time been in the throes of a technological evolution aimed at improving both direct and indirect levels of service to the public. In particular, the National Institute of Social Insurance (INPS) has introduced a technological variable into the organisation of its work since the 1970s with considerable success compared to traditional systems.

In the 1980s, it was the first department in the civil service to set up the organisational network project and during the 1990s, it redesigned its own system using business re-engineering processes. E-government and CRM (Customer Relationship Management) represent the civil service’s new frontiers and through the massive use of information systems to support management and administrative processes, the INPS has made a leap in quality. It has introduced methods and models which have enabled the government agency to meet the needs of different categories of users: citizens, companies, the central and local civil service, charitable institutions, trade associations, business consultants and Caaf (an Italian organisation that advises citizens in their dealings with the Inland Revenue).

In addition to improving internal operating efficiency, the use of information technology has enabled the institute to develop a new integrated vision of the organisation’s operations. By taking advantage of the latest network technology, central and local offices have been able to share information. This has allowed the whole organisation to supply B2B and B2C type services, offering dial access to citizens and companies and enabling a faster, more direct and transparent service to more than 35 million customers.

• When Italy's civil service embarked on a technological revolution aimed at improving its service to the public, the National Institute of Social Insurance (INPS) ended up with a wide variety of computers from different vendors.
• This brought serious support problems, with suppliers blaming each other when anything went wrong.
• INPS wanted to outsource the support and maintenance of all its computers to a single supplier.

• Following a pan-European tender, HP won the contract to provide maintenance services for the whole INPS base hardware and software, which totalled some120 thousand items situated throughout Italy.
• The service also includes supplying accessories at a regional level and network assistance to support the migration plan from Token Ring to Ethernet for all related agencies, which included the supply and operation of about 14,000 broadband connections.
• HP has also put in place a second level service, initiating a temporary business alliance with its partner RTC, to manage calls by means of the web-based system to which INPS is connected.

• The analysis, planning and management of the whole service chain has allowed INPS to apply quality to every phase of the supply life-cycle.
• This has contributed to an improvement on every operational level in the organisation.
• It has drastically reduced management difficulties, increasing productivity and freeing up resources.

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© 2005 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

Publication Number: 4AA0-1309EEE Written: July 2005

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