20 anni fa 《la carta dei servizi pubblici》

摘要

On January 27, I994 he was issued a directive dedicated to "principles on the delivery of public services" better known as 《Services' Charter》 (or "Citizen's Charter"). Still remains one of the best Italian legislation ever written; a document written with technical expertise, administrative and management and, above all, in language accessible to all. In the article, one of the actors of that season meant to illustrate aspects (even today) and innovative management techniques that could raise the quality of public services, the motivation of the people dispensing organizations and, therefore, reduce the "poor quality costs" of this large slice of public administration. Unfortunately, almost everything is back to normal, in the absence of a proper will, "politics"; so, the Country has lost twenty years!