Comune di Formia: Carta dei servizi cercansi
Leggiamo sul sito del comune di Venezia che “La Carta dei Servizi contiene le informazioni minime inerenti le modalità di erogazione del servizio e il rispetto di determinati standard di qualità da parte dell’Amministrazione con la possibilità di rivalersi, nei confronti della stessa, qualora gli standard fissati non fossero rispettati. Si tratta di un patto tra il cittadino e l’Amministrazione Comunale relativamente ad uno specifico servizio erogato.
La Carta dei Servizi, la cui adozione è prevista dalla direttiva Ciampi del 1994 per tutti i soggetti che erogano servizi pubblici, è uno dei principali strumenti che consente di introdurre nell’amministrazione la gestione della qualità. Le Carte infatti oltre ad essere uno strumento di trasparenza nei confronti dell’utenza, hanno la finalità di individuare i fattori qualità e gli indicatori qualitativi e temporali che permettono la misurazione della qualità del servizio”.
Continuiamo nella lettura: “Nel 2006 il Comune di Venezia ha ripreso e aggiornato il progetto Carte dei Servizi partito nel 2001, approvando con Delibera di Giunta n. 545 del 21/12/2006 un modello-base predisposto dal Servizio Qualità, valido per tutti i servizi e contenente i requisiti minimi individuati dalla normativa vigente.
I testi delle Carte dei servizi, elaborati dai servizi di competenza in collaborazione con il Servizio Qualità, vengono sottoposti all’approvazione del Direttore Generale e, quindi, alle associazioni dei consumatori per raccogliere eventuali osservazioni. Le Carte dei Servizi sono accompagnate da un sistema di monitoraggio tramite schede di rendicontazione, aggiornamento e miglioramento nelle quali le singole direzioni, oltre a rendere conto dei risultati raggiunti rispetto agli standard garantiti, si impegnano ad indicare gli aggiornamenti e le azioni migliorative avviati/da avviare nel corso dell’anno successivo per rispondere in maniera sempre più adeguata alle esigenze dei propri utenti.
Tutti i servizi (ne abbiamo contati ben 19) che all’interno del Comune di Venezia si sono dotati di Carta dei servizi, effettuano inoltre annualmente delle indagini di soddisfazioni dell’utenza in un’ottica di miglioramento continuo dei servizi offerti alla cittadinanza”.
Non finisce qui, infatti:”La Finanziaria 2008 (legge 24 dicembre 2007, 244, all’art. 2, comma 461) ha infatti introdotto alcune disposizioni di rafforzamento della tutela dei consumatori e degli utenti dei servizi pubblici locali e della garanzia della qualità, dell’universalità e dell’economicità delle prestazioni di servizio pubblico.
Tali previsione riguardano, sostanzialmente: – l’obbligo, per il soggetto gestore, di emanare una “Carta della Qualità dei servizi”, recante gli standard di qualità e di quantità relativi alle prestazioni erogate, così come determinati nel contratto di servizio, nonché le modalità di accesso, reclamo e ristoro dell’utenza; – la verifica periodica, da un lato, dell’adeguatezza dei parametri quantitativi e qualitativi alle esigenze dell’utenza, dall’altro, del rispetto di tali parametri durante l’effettiva prestazione del servizio; – il coinvolgimento delle associazioni dei consumatori, sia in sede di redazione della “Carta della Qualità dei Servizi Pubblici Locali”, che di verifica del funzionamento del servizio”
Ebbene non ci risulta che il comune di Formia ne sia dotato o quanto meno non siamo riusciti a trovarla.
Facile domandarsi se la nostra città sia stata esentata da qualche “legge ad personam” oppure è l’ennesimo caso di sciatteria con la quale viene amministrata la “cosa pubblica” formiana da sempre.
Eppure c’è da sottolineare che i dirigenti dei vari settori hanno portato a casa lauti incentivi, per il raggiungimento degli obbiettivi stabiliti ad inizio anno. Quali poi saranno stati questi obbiettivi è difficile da comprendere, vista l’assenza proprio della “carta dei servizi”, un chiaro indicatore della qualità dei servizi offerti ai cittadini di Formia.
Non sarebbe il caso di chiedere indietro i soldi? Oppure si continuerà alla vecchia maniera? In attesa di una risposta ai nostri dubbi continueremo nel nostro lavoro di controllo e di denuncia.
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