Customer Communication Management: the Case Study of the Italian Employment Information System

The purpose of this paper is to show how the use of a Customer Communication Management system can be inserted into the Italian Employment Information System (EMPL-IS). Such system, framed into the Italian Plan of eGovernment, is intended to explore, process and automatically match job vacancies and offers in the National Job Workfare. The Italian EMPL-IS belongs to the National and Local Public Administrations (specifically Regions and Provinces). Since Public Administrations, differently from enterprises and other business entities, can not choose their customers, customer care deserves special attention. Therefore, effective customer care can be achieved through Customer Relationship Management techniques. This paper presents how information gained from the customers¿ opinions can be used as a powerful instrument to tune the system and to obtain a constructive user feedback to improve actual service delivery.