In the service charter, 39 services have been identified, aggregated by areas and by users.
For each service, the following information is described:
- description of the service, i.e. its main features;
- addressees, including students and undergraduates, companies and staff
- Reference structure and office
- Organisational unit responsible for the provision of the service, with an indication of the relevant contacts and access channels (who to contact);
- methods of provision, through which interested recipients can request and obtain information; methods of complaint
- useful links.
Information on the organisational units, those responsible, and methods of contact are updated in real time, thanks to the link with the University Directory.
Each service is then accompanied by two further sections, the first of which concerns the service quality dimensions and related indicators, as provided for by Civit Resolution 3/2012:
| Accessibility | Channels available for accessing the service |
| Timeliness | Maximum time for responding to requests by email, with regard to taking charge |
| Average time for service delivery for other types of requests | |
| Transparency | Mode of publication of useful information |
| Effectiveness | User satisfaction surveyed annually by means of the single customer satisfaction questionnaire (1/6 scale) |
| Accessibility for people with disabilities | the quality levels of the service provided with regard to the actual accessibility of services for people with disabilities |
The second concerns complaints and provides:
| Methods of complaint | Indications of the channels to be used for reports or complaints |
| Rights of users with disabilities | Rights, including those of a compensatory nature, that external users may claim against service and infrastructure managers and the modalities thereof |