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Italy's Justice Bureaus: Sharing Best Practices to Improve Service Delivery

NCJ Number
Rosemary Scully; Francesco Patrizi; Lorenzo Scrocca
Date Published
March 2012
4 pages
This Justice & Security case study examined the success of a project to provide Business Process Reengineering (BPR) services to Italy's regional justice bureaus.
This study found that regional justice bureaus that participated in the project to receive business process reengineering (BPR) services reported making better use of their existing processes and IT resources, were able to meet their increasing workloads more efficiently without compromising citizens' access to the justice system, and developed tools and approaches to help them become more efficient and effective in completing their day-to-day tasks. In addition, the findings indicate that citizen satisfaction increased greatly after implementation of BPR services. This case study examined the success of a project to provide BPR services to Italy's regional justice bureaus in order to improve their efficiency and effectiveness at meeting the needs of their communities. The project was completely voluntary and was implemented with funding from the European Social Fund. Services provided included organizational assessments and BPR activities, IT system and competency assessments, stakeholder communications, and developing a code of service to formalize service level targets across the country. The lessons learned from the project were 1) the need to encourage cooperation between various departments to share experiences and best practices, 2) as the program began to show results, interest and enrollment from other parts of the country increased, and 3) the need to maximize IT investments.