The Service Quality Charter meets the need to define the rules and principles to be applied in relationships between public entities that provide services and the citizens that use these services. The Charter represents a genuine agreement with users, a communication and information tool that enables them to find out about the services on offer, the methods used and the standards promised, allowing them to verify whether these commitments have been met and express their opinion through the complaints procedures.
Every Public Administration Office is required to provide this document to its users (Article 32, paragraph 1 of Legislative Decree no. 33/2013), describing the aims, methods, criteria and facilities through which the service is implemented, as well as rights, duties, methods and response times.
The adoption of the Charter forms part of a series of initiatives aimed at promoting cultural heritage more broadly and adapting – as far as possible and in line with the need for protection and research – the organisation of activities to meet user expectations. The Charter is periodically updated to consolidate the quality levels achieved and record positive changes realised through the implementation of improvement projects, which may also arise through the periodic monitoring of user opinions.
Finally, by explicitly declaring the rights and duties of both staff and users, the Charter also fulfils the principle of transparency.
Read the Service Charter