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SIFET-CBA ProjectSistema Informativo Fiscalità E Tributi – Consorzio di Bonifica dell’Arneo
M. A. Bochicchio, A. Bernardo, A. Longo, F. LongoUniversità del Salento – Lecce - Italy
UniversitUniversitàà del Salento del Salento –– Lecce Lecce -- ItalyItaly
Mario A. Bochicchio Milano - WCC 2008
CBA Project: issues and opportunities
The Italian land reclamation and drainage authorities (consorzidi bonifica) are local public organizations, which main tasks are: designing, implementing and maintaining public works concerning
plumbing, drainage and land reclamation improving the management of waters for different purposes (irrigation,
dam , drainage management, …) Authority’s operational expenses are split among the estates’
owners of the area, according to the benefits achieved (or achievable) from the works made and maintained by the Authority
The Consorzio di Bonifica dell’Arneo (CBA) operates in the Southern-East part of Italy. It employs 68 people, manages 250.000 hectares and 200.000 estates in Salento area. Each year CBA delivers 180.000 tax notices for a global amount of about 15 M€.
In 2004, 95% of them were claimed with open questions of law.
Mario A. Bochicchio Milano - WCC 2008
CBA Project: issues and opportunities
The aim of the project has been to support CBA in reducing the information asymmetry between the Authority and land owners through an extensive use of new technologies.
In the current panorama, what new tools and methodologies are given to LPAs to achieve better performance and to improve their relationship with citizens ?
In particular, a) how to involve the managers in reshaping the organizational and operational
structure, adopting the ICT to improve their efficiency and effectiveness;
b) how to bridge the gap between the various “cultures” and languages (juridical, managerial, organizational, technological, …) needed in real scenarios.
Mario A. Bochicchio Milano - WCC 2008
Organization Structure and Goals Modeling
Mario A. Bochicchio Milano - WCC 2008
Presidente
Process Owner
ImpiegatoCED ImpiegatoAMMImpiegatoTEC
UtenteUtente Non Registrato
Organization Structure and Goals Modeling
ImpiegatoCED
Gestione Tecnica del sistema e
comunicazioni
Qualità del
servizio
Sistema di visualizzazione
dai dati
Sistema che avvisi sulle scadenze
Avere un sistema per smistare richieste di verifica ad altri uffici Sistema che
avvisi nel caso di dati mancanti o
errati
Avere un sistema di comunicazione
con l’utente
Sistema di gestione della
pubblicazione dei dati
Correttezza dei dati PuntualitàSemplicità
d’utilizzo
Alert su scadenze
Alert su avvisi di
rettifica giunti
Esempi di compilazione
Procedure guidate
Avvisi di dati mancanti o
errati durante la scrittura
Form di rettifica/reclamo e confronto
comparativo dati
Inserimento commenti
Visualizzazione commenti
Selezione e inserimento dai
valori
Strumenti di selezione delle
interfacce
Visualizzazione Normativa ed
estratti di normativa
Form di inoltro ad altro impiegato
Avviso su pagina personale
Sms
Alert di richiesta dati
Mario A. Bochicchio Milano - WCC 2008
The HIGO Matrix: Stakeholders vs. KPIs
Number of employees Mean cost of directly
collected noticeMean cost of
payments via debt collector
Mean time for a check
Mean time for data entry
Mean time for system transaction
Data Entry complexityNumber of integration
requests
System availabilitySatisfaction levelComplain rate
PunctualityMean time for an
answer
Understandability Payment notice
Number of requested information
Operations complexity
Mean time spent in queue
Mean time for a Complained Proceeding
Mean Time for a proceeding
Complained notices rate
Correct notices rate
Lan
d’s O
wne
rW
orke
rM
anag
erCost TimeQuality
Mario A. Bochicchio Milano - WCC 2008
Stakeholders KPIs according to HIGO approach
Number of employees Mean cost of directly
collected noticeMean cost of
payments via debt collector
Mean time for a check
Mean time for data entry
Mean time for system transaction
Data Entry complexityNumber of integration
requests
System availabilitySatisfaction levelComplain rate
PunctualityMean time for an
answer
Understandability Payment notice
Number of requested information
Operations complexity
Mean time spent in queue
Mean time for a Complained Proceeding
Mean Time for a proceeding
Complained notices rate
Correct notices rate
Lan
d’s O
wne
rW
orke
rM
anag
erCost TimeQuality
Manager Indicators Category Indicator
To-Be Objective
Number of Employees (FTE) Reduce the work load per employee by 30%
Mean cost of directly collected notice
Reduce the front end work hours by 50%.
Cost
Mean cost of a notice via debt collector
Reduce the front end work hours by 50%
Mean Time for a proceeding The whole mean time must be reduced by 50%
Time Mean time for a Complained Proceeding
Reduce the time for a practice by 30%,.
Correct notices rate Improve notices correctness by 80%
Quality Complained notices rate Reduce the complained notice rate by 50%
Mario A. Bochicchio Milano - WCC 2008
Process modeling: hierarchical approach
Notices Issue and Land Register Update
Payed
Not payedNotices Issue and send for direct
payment
Payment and Carries back
Check and Match
Result Summary
Management of questions of law
Campaign Report
Checks and Land Register
updates
Complaint
Not Collected
Collected
Positivr and negative Carries Back
Not complaint
Indirect Payment
Positive and negative
Carries Back
Internal Act for starting the proceeding
Data update
Mario A. Bochicchio Milano - WCC 2008
UWA+: Reference Model
Legal
Owns
Is owned by
Physical
Person
1:n:n
Payment
Subject of
Issued to
Complaint
1:n:n
Filled in
Fills in
Due for
Related to
Represented by Represents
Estate
1:n:n
Building Land
Hydraulic works
1:n:n
Closed to
Surrounded by
Relativo a
Necessita di
Mario A. Bochicchio Milano - WCC 2008
UWA+: Reference Model
Legal
Owns
Is owned by
Physical
Person
1:n:n
Payment
Subject of
Issued to
Complaint
1:n:n
Filled in
Fills in
Due for
Related to
Represented by Represents
Estate
1:n:n
Building Land
Hydraulic works
1:n:n
Closed to
Surrounded by
Relativo a
Necessita di
Building
IndexesTechno-
Economic Features
Identification
MunicipalitySheetParticelSubordnateAddress
Works Intensity IndexBehaviour indexBenefit indexFarm SurfaceAuthorities works Usage
ConsistencyCadastral IncomeCensus TractCategoryClassBuilding DateDemolition Date
Mario A. Bochicchio Milano - WCC 2008
Conclusion & Future WorksResults We defined a clear lexicon and semantic to use with taxpayer’s We observed positive financial benefits for CBA The main advantages perceived by CBA’s board have been:
learning by doing for employees involved in the project, and knowledge transfer from the project team to the rest of employees;
better aptitude to innovation; savings and reorganization of local taxation.
Future steps We plan to extend the empirical validation of the approach and
customize them to different contexts and sizes. Design tools
Mario A. Bochicchio Milano - WCC 2008