Based on previous experience, dating back to the first service charter of 2018, which was subsequently updated until 2024, and the mapping of processes carried out in 2023, we proceeded to:

• update the services already previously mapped, with particular attention to the organisational changes and the revision of the processes that have occurred in recent years
• expand the services, including those aimed at internal users
• identify, for each service provided, consistently with the provisions of CiVIT Resolution 3/2012, the quality standards as set out in the regulations, in order to define the expected level of quality.
   

In order to facilitate accessibility to the information of the service charter by users, the services identified have been aggregated by:
user of reference;

• area of interest
• service
• possible articulation of the service.

Which users were defined as students, teaching staff and technical-administrative staff.
The areas of interest aggregate related processes, while the sub-articulations correspond to sub-articulations of the process.

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