SIFET-CBA Project Sistema Informativo Fiscalità E Tributi – Consorzio di Bonifica dellArneo M. A....
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Transcript of SIFET-CBA Project Sistema Informativo Fiscalità E Tributi – Consorzio di Bonifica dellArneo M. A....
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.
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
UWA+: summary Process modeling and Rapid prototyping
Mario A. Bochicchio Milano - WCC 2008
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
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
Ow
ner
Wor
ker
Man
ager
Cost 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
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%
Mario A. Bochicchio Milano - WCC 2008
Process modeling: hierarchical approach
Mario A. Bochicchio Milano - WCC 2008
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
Mario A. Bochicchio Milano - WCC 2008
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
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
Municipality
Sheet
Particel
SubordnateAddress
Works Intensity Index
Behaviour index
Benefit index
Farm SurfaceAuthorities works Usage
Consistency
Cadastral Income
Census Tract
CategoryClassBuilding DateDemolition Date
Mario A. Bochicchio Milano - WCC 2008
Fast Prototyping based on WebRatio and WebML
Mario A. Bochicchio Milano - WCC 2008
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
Mario A. Bochicchio Milano - WCC 2008