How to improve the citizen's experience of public services: a guide to Measure 1.4.1

In the digital age, the citizen's experience of public services has become a key element in the transformation of local administrations. In this context, the Measure 1.4.1 plays a key role. But what exactly does it mean and how can it help improve the citizen's experience? Let's find out together.

What is Measure 1.4.1?

Measure 1.4.1, part of the National Operational Plan (NOP) for Digital Growth 2014-2020, is an initiative that aims to improve the citizen's experience of public services. This measure focuses on two main aspects: municipal websites and digital services for citizens. The aim is to make digital interfaces more consistent, usable and accessible, in line with the Guidelines issued under the CAD and the e-government benchmark.

The importance of municipal sites

Municipal websites are the first digital interface between the citizen and the local administration. They should provide up-to-date and relevant information about the local administration, the services it provides, news and public documents. Measure 1.4.1 aims to improve the usability and accessibility of municipal websites, making them more consistent and in line with citizens' expectations. To learn more about the design guidelines for websites and services, visit Docs Italy.

Digital services for the citizen

In addition to municipal websites, Measure 1.4.1 also focuses on digital services for citizens. These services, provided by the municipality and usable online, must be designed to be easily accessible and usable by citizens. Measure 1.4.1 envisages the implementation of a set of procedures delivered at municipal level, with the aim of making service flows as uniform, transparent and user-centred as possible.

Membership modalities and packages

To adhere to Measure 1.4.1, entities must implement the template for the municipal website, known as the "Informed Citizen Package". This model provides for the implementation of a series of features that guarantee the conformity of the municipal site with the guidelines of Measure 1.4.1. In addition, authorities have the option of selecting a maximum number of digital services for the citizen, selectable from the list of digital services for the citizen ("Active Citizen Package").

Time schedule and implementation

The timeline for the design and development activities included in the process of adhering to the standard municipal website and digital services models is defined in the Measure 1.4.1 document. This timeline provides a detailed roadmap for the implementation of the municipal website and digital citizen services model.

The implementation of the municipal site model comprises two fundamental tools: the information architecture of the municipal site and the HTML templates of the municipal site. These tools are designed to ensure that the municipal site is consistent, usable and accessible, in line with citizens' expectations.

Achieving compliance

At the end of the municipal site release process, the authority will have to certify the conformity of the realised municipal site with the model provided for the purposes of this notice. This step is essential to ensure that the municipal site is in line with the expectations of citizens and the guidelines of Measure 1.4.1.

In conclusion, Measure 1.4.1 represents a unique opportunity for Italian municipalities to improve the citizen's experience of public services. Through the implementation of more consistent and usable municipal websites and the provision of more accessible digital citizen services, municipalities can get closer to citizens and improve their experience with local government.

If your municipality is interested in taking advantage of this opportunity and needs assistance with website implementation, the G Tech Group is here to help you. With our experience and expertise, we can guide you through the process of applying for Measure 1.4.1 and ensure that your municipal website complies with the guidelines.