M. A. Bochicchio, A. Bernardo, A. Longo, F. Longo Università del Salento – Lecce - Italy

SIFET-CBA Project Sistema Informativo Fiscalità E Tributi – Consorzio di Bonifica dell’Arneo

M. A. Bochicchio, A. Bernardo, A. Longo, F. Longo

Università del Salento – Lecce - Italy

Università del Salento – Lecce - ItalyUniversità del Salento – Lecce - Italy

Mario A. Bochicchio Milano - WCC 2008

CBA Project: issues and opportunities

The Italian land reclamation and drainage authorities (consorzi di 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.


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.


UWA+: summary Process modeling and Rapid prototyping


Organization Structure and Goals Modeling

Direzione Amministrativa

Direttore:Dott. Caputo Vito

Direzione TecnicaDirettore:

Ing. Raho GregorioDirezione Agraria

Direttore:Dott. Muratore Orazio

Direzione GeneraleDirettore:

Dott.Caputo Vito

Centro Elaborazione Dati e Catasto Responsabile:

Ing. Leone Antonio

Ufficio Programmazione e

Progettazione Opere del Consorzio

Ufficio Gestione del

Sistema Irriguo

Ufficio Manutenzione e Rapporto con il

Territorio

Ufficio TecnicoCapufficio:

Trapanà Angelo

Ufficio Catasto Capo Settore:

Metruccio Roberto

Ufficio Ragioneria e ContabilitàCapo Settore:

Dott.Bollino Aldo

UfficioEspropri

Capo Settore:Cosma Biagio

CommissarioAvv. Leuzzi

Area Tecnica

Ufficio Ragioneria e Contabilità

Da collocareCentonze Daniela ArchivioColomba Maria Grazia ArchivioMarras Vittorio SegreteriaIdra Aldo CollaboratoreCozzolino Antonio CollaboratoreTedesco Alessandro CollaboratoreGiaccari Cosima CollaboratoreCarichino Luigi Greco Domenico

Quarta Valerio Capufficio

Pagliara Antonio ?Pisacane Marco GeometraCaraccio Lamberto Geometra

Area Amministrativa

Caputo Mario Capo AcquaioloNigro Cosimo Capo AcquaioloCavalera Lucia ?Zuccaro Pietro ?Paglialunga Vincenzo ?

Area Agraria

CED

Da collocare:Lisi Anna ?Presicce Gregorio ?

Villani Salvatore Collaboratore

Segretaria Direzione Generale:

My Giovanna

Ufficio PagheCapufficio:

De Pasca Francesco

Ufficio ContabilitàCapufficio:

Parisi Gregorio

De Matteis Carmine Capufficio

Grilli Olga ContabilitàColomba Antonio Contabilità

My Luigi Buste Paga

Monacizzo Dario Segr.Capufficio

Ammassari Chiara Applicato Amm.voTrizza Angela Applicato Amm.voCavalera Lucia Applicato Amm.voGiuri Carla Applicato Amm.voDe Simone Gerardo Applicato Amm.voRolli Fernando Applicato Amm.voPaglialunga Fernando Autista Capo

Nobile Sandro ImpiegatoManca Antonio Impiegato

Dott. Patera Angelo Benedetto Coordinatore Capi Settore

Dell’Anna Gregorio Capo Settore

Cagnazzo Donato CapoufficioCarlino Silvio Capoufficio

Polo Carlo Perito AgrarioPagliata Antonio Perito AgrarioToto Salvatore???? Perito Elettromeccanico

Galbiati Ferdinando Capo SettoreManco Antonio Capo SettoreGreco Antonio Capo SettoreGnoni Ennio Capo SettoreFavale Roberto Capo Settore

Vaglio Gianluigi CapoufficioManco Biagio CapoufficioAngelini Renato CapoufficioDe Lorentis Luigi CapoufficioDe Simone Gregorio Capoufficio

Durane Salvatore Ausiliario TecnicoManca Piero Ausiliario TecnicoMarra Cosimo Ausiliario TecnicoPolo Angelo Ausiliario TecnicoPresta Silvano Ausiliario TecnicoPeuso Egidio Capo Guardiano idraulico

Bennardi Martino Guardiano IdraulicoTasto Michele Guardiano IdraulicoVernai Giuseppe Guardiano Idraulico




Presidente

Process Owner

ImpiegatoCED ImpiegatoAMMImpiegatoTEC

UtenteUtente Non Registrato


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

Mail

Alert di richiesta dati


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

Ow

ner

Wor

ker

Man

ager

Cost TimeQuality


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

Ow

ner

Wor

ker

Man

ager

Cost 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%


Process modeling: hierarchical approach


Procedimento di Emissione dei

Ruoli

Comunicazioni con Concessionario

Riscossione

1

*

Valutazione Reclami

1

*

Pubblicazione Dati

1

*

Calcolo Ruoli

1

*

Aggiornamento Storico Pagamenti

1*

Acquisizione dal Concessionario dei dati sui pagamenti riscossi

1

*

Passaggio Estremi del Contribuente al Concessionario

1

*

Gestione Riscossione

Aggiornamento Storico Pagamenti

1

*

Stampa e invio Avvisi di

pagamento

Verifica riscossione

1

*

1

*

1

*

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


UWA: Process-Info Diagram

Payments List

Notice issue for direct payment

Amount calculation

Positive and Negative

carries back

Direct payment notice print and

send

2Direct Payment

notice

Complete updates

Payment

No paymentNo complaint

Complaint

Complaint reception

Complaint receipt

Indirect Payment Record

2ComplaintData

Check Results

2Updates

System data update Data to be

checked

[Out of time]

[In time]

Fill in complaint form

2Complaint

PaymentDirect Payment Record

Land and Estate Register

Hydraulic works Register

Owner personal data

Payments

Authority Expenses

Claims

Direct Payment Notices

Particel Sheet

Data Sheet

:

Admin WorkerLand OwnerEDP WorkerManager


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


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

Municipality

Sheet

Particel

SubordnateAddress

Works Intensity Index

Behaviour index

Benefit index

Farm SurfaceAuthorities works Usage

Consistency

Cadastral Income

Census Tract

CategoryClassBuilding DateDemolition Date


Fast Prototyping based on WebRatio and WebML


Conclusion & Future Works

Results 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


Date post:	07-Jan-2016
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M. A. Bochicchio, A. Bernardo, A. Longo, F. Longo Università del Salento – Lecce - Italy

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