Since the second half of 1990s, under the influence of new technologies, we have entered Digimodernism, a new era defined by Alan Kirby [2009], characterized by the impact of computerization on cultural forms. In the last 30 years, most of the services have been digitized, creating a new form of textuality, which now pervades our everyday life, while we scroll through social media, look for information or book a vacation. Public administrations in the last decades have committed themselves to fully digitalize their public services, not only by computerizing the text of the forms used by municipalities, but also adapting them to the new form of textuality typical of the online channels. The development of digital public services is continuously improving, in 2021 the Department for Digital Transformation under the National Recovery and Resilience Plan has allocated 400 million euros to improve the online services provided by Italian municipalities. Therefore, following some established guidelines for PA web services, Designers Italia developed new models, designed to be consistent, usable and accessible for all citizens in order to improve their digital experience and their relationship with the municipal entity when they seek information, request a service or perform a task. While a large part of the population will benefit from the improvements developed to digital public services, 49,4% of people are still using physical channels, because of socio-demographic factors such as age and lack of access to technology. The government should guarantee the same experience to all citizens, however they decide to use the services, therefore a continuous modernization of all channels is needed. The goal of this study is to improve the access to the Italian public services through physical channels. For this purpose, an analysis of the online services, redesigned following the accessibility standards required by the government for the project Designers Italia, has been made; the main problems of accessibility to the current physical channels have been identified; therefore, a solution which will improve access to the municipalities counters and other physical channels will be designed and a more accessible multichannels system will be proposed.
Dalla seconda metà degli anni Novanta, sotto l’influenza delle nuove tecnologie, ha avuto inizio il Digimodernismo, una nuova era definita da Alan Kirby [2009], caratterizzata dall’impatto dell’informatizzazione sulle forme culturali. Negli ultimi 30 anni, la maggior parte dei servizi è stata digitizzata, creando una nuova forma di testualità, che ora pervade la nostra vita quotidiana, mentre scorriamo i social media, cerchiamo informazioni o prenotiamo una vacanza. Le pubbliche amministrazioni negli ultimi decenni si sono impegnate a digitalizzare completamente i loro servizi pubblici, non solo informatizzando il testo dei moduli utilizzati dai comuni, ma anche adattandoli alla nuova forma di testualità tipica dei canali online. Lo sviluppo dei servizi pubblici digitali è in continuo miglioramento, nel 2021 il Dipartimento per la Trasformazione Digitale nell’ambito del Piano Nazionale di Rilancio e Resilienza ha stanziato 400 milioni di euro per migliorare i servizi online erogati dai Comuni italiani. Pertanto, seguendo alcune linee guida consolidate per i servizi web della PA, Designers Italia ha sviluppato nuovi modelli, pensati per essere coerenti, usabili e accessibili a tutti i cittadini, al fine di migliorare la loro esperienza digitale e il loro rapporto con l’ente comunale quando cercano informazioni, richiedono un servizio o svolgono un compito. Mentre gran parte della popolazione beneficerà dei miglioramenti apportati ai servizi pubblici digitali, il 49,4% delle persone utilizza ancora i canali fisici, a causa di fattori socio-demografici come l’età e la mancanza di accesso alla tecnologia. Il governo dovrebbe garantire la stessa esperienza a tutti i cittadini, indipendentemente da come decidono di utilizzare i servizi, quindi è necessaria una continua modernizzazione di tutti i canali. L’obiettivo di questo studio è migliorare l’accesso ai servizi pubblici italiani attraverso i canali fisici. A tal fine, è stata effettuata un’analisi dei servizi online, progettati secondo gli standard di accessibilità richiesti dal governo per il progetto Designers Italia; sono stati identificati i principali problemi di accessibilità agli attuali canali fisici; pertanto, sarà progettata una soluzione che migliorerà l’accesso agli sportelli comunali e agli altri canali fisici e sarà proposto un sistema multicanale più accessibile.
Create a more accessible multichannel system to enable inclusivity in public services
Zanarelli, Nina
2021/2022
Abstract
Since the second half of 1990s, under the influence of new technologies, we have entered Digimodernism, a new era defined by Alan Kirby [2009], characterized by the impact of computerization on cultural forms. In the last 30 years, most of the services have been digitized, creating a new form of textuality, which now pervades our everyday life, while we scroll through social media, look for information or book a vacation. Public administrations in the last decades have committed themselves to fully digitalize their public services, not only by computerizing the text of the forms used by municipalities, but also adapting them to the new form of textuality typical of the online channels. The development of digital public services is continuously improving, in 2021 the Department for Digital Transformation under the National Recovery and Resilience Plan has allocated 400 million euros to improve the online services provided by Italian municipalities. Therefore, following some established guidelines for PA web services, Designers Italia developed new models, designed to be consistent, usable and accessible for all citizens in order to improve their digital experience and their relationship with the municipal entity when they seek information, request a service or perform a task. While a large part of the population will benefit from the improvements developed to digital public services, 49,4% of people are still using physical channels, because of socio-demographic factors such as age and lack of access to technology. The government should guarantee the same experience to all citizens, however they decide to use the services, therefore a continuous modernization of all channels is needed. The goal of this study is to improve the access to the Italian public services through physical channels. For this purpose, an analysis of the online services, redesigned following the accessibility standards required by the government for the project Designers Italia, has been made; the main problems of accessibility to the current physical channels have been identified; therefore, a solution which will improve access to the municipalities counters and other physical channels will be designed and a more accessible multichannels system will be proposed.| File | Dimensione | Formato | |
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https://hdl.handle.net/10589/196073