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 staffReference structure and officeOrganisational 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 complaintuseful 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:AccessibilityChannels available for accessing the serviceTimelinessMaximum time for responding to requests by email, with regard to taking chargeAverage time for service delivery for other types of requestsTransparencyMode of publication of useful informationEffectivenessUser satisfaction surveyed annually by means of the single customer satisfaction questionnaire (1/6 scale)Accessibility for people with disabilitiesthe 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 complaintIndications of the channels to be used for reports or complaintsRights of users with disabilitiesRights, including those of a compensatory nature, that external users may claim against service and infrastructure managers and the modalities thereof Back to the main page of the Charter of Services
