SIFET-CBA Project - pdfs.semanticscholar.org fileM. A. Bochicchio, A. Bernardo, A. Longo, F. Longo...

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.


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




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 O

wne

rW

orke

rM

anag

erCost 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 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%


Process modeling: hierarchical approach


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


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

MunicipalitySheetParticelSubordnateAddress

Works Intensity IndexBehaviour indexBenefit indexFarm SurfaceAuthorities works Usage

ConsistencyCadastral IncomeCensus TractCategoryClassBuilding DateDemolition Date


Fast Prototyping based on WebRatio and WebML


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


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