Inps - Direzione Centrale Organizzazione – Area Customer Care – team : gestione dell’utenza fragile o socialmente disagiata

Inps - Direzione Centrale Organizzazione – Area Customer Care – team : gestione dell’utenza fragile o socialmente disagiata
The Mobile Service Desk consists in providing severely disabled users with the same services provided by their local INPS service desks but at home.
Social Purpose: 
The Mobile Service Desk offers a listening ear, support and help, and makes the lives of the most vulnerable, needy users easier. Starting from the consideration that INPS pays (non-contributory) support pensions as well as (contributory) social security pensions, the suspension of payment due to unsolved administrative issues causes enormous distress for people with disabilities and whose sole source of income (especially in moments of economic crisis such as the present), in most cases, is their INPS pension which enables them to assure themselves adequate essential care. Another social purpose of the Mobile Service Desk is to give support and be close to a slice of the population who almost always have difficulty using computers and who therefore are unable to solve most of the administrative issues which arise with INPS and which (with the exception of the Patronati, benefit advice centres) can only be solved online. Another social purpose is to show the public and Public Administration itself that disabled staff, if provided with adequate training and the necessary technological aids, can be utilised to the full and can provide that “added value” with regard to a type of activity (such as the Mobile Service Desk, for example) which in itself entails a particular aptitude for active listening and job motivation.
Social Impact: 
the innovative character of the project of the INPS Mobile Helpdesk Service for the disabled and elderly essentially consists in offering disabled users direct assistance and an extremely easy way to solve administrative problems, without forcing them to move from their home and go to INPS offices in person. In addition to making disabled people and their families’ lives easier, it also reduces queuing times, cuts pollution by avoiding journeys which disabled people are almost always obliged to make by car, speeds up completion of administrative procedures, improves the image of INPS and raises awareness among the public and within other public administration bodies of the problem of disability. Another innovative element regards the utilisation of disabled (blind and partially sighted) staff to solve the problems of disabled users. This fosters and improves inclusion, socialisation and participation in the institute’s activities and above all offers disabled staff a chance for steady, constant professional development, which had never been achieved prior to the institution of the Mobile Helpdesk Service, as blind and partially sighted INPS staff had previously only performed the role of operators.
Innovative Character: 
The significant feature of the service is that the INPS service is staffed by blind or partially sighted personnel (operators) who are familiar with all of the issues faced by disabled users as they experience them directly and therefore are sensitive and able to give the appropriate attention to the needs of users who experience the same conditions as themselves. Through speech synthesis applied to personal computers the disabled staff member working at the mobile service desk as an operator is able to navigate through the various INPS Intranet procedures (which are virtually all accessible) and solve the problems raised by users, some completely independently and others with the support of a sighted colleague.
Scaling Trajectory: