Il miglioramento della qualità dei servizi pubblici ha bisogno della professionalizzazione del personale delle amministrazioni pubbliche. Ciò sviluppa una maggiore sensibilità al tema della comunicazione interna come elemento per la diffusione della conoscenza all’interno dell’organizzazione. Per rispondere a questa esigenza si sono diffusi le intranet e diversi strumenti di gestione delle relazioni, come le chat e i forum. In alcuni casi, dopo essere stati presentati come grandi innovazioni, sono diventati meri strumenti di data management con alti costi per il loro mantenimento. Questo articolo, dopo una premessa teorica, analizza gli strumenti di comunicazione organizzativa adottati dall’Agenzia delle entrate e ne valuta l’efficacia.
Improving the quality of public services requires the professionalization of government personnel. As a consequence, greater attention must be paid to internal communication as a tool for the dissemination of knowledge within the organization. Several initiatives, such as intranets, chats and forums, have been introduced to meet this goal. In some cases, these initiatives were presented as innovations, only to later become mere data management tools with high maintenance costs. The article describes the theoretical framework and the tools of organizational communication used by the Italian Revenue Agency and evaluates their effectiveness.
Improving the quality of public services requires the professionalization of government personnel. As a consequence, greater attention must be paid to internal communication as a tool for the dissemination of knowledge within the organization. Several initiatives, such as intranets, chats and forums, have been introduced to meet this goal. In some cases, these initiatives were presented as innovations, only to later become mere data management tools with high maintenance costs. The article describes the theoretical framework and the tools of organizational communication used by the Italian Revenue Agency and evaluates their effectiveness.
