Analysis and reorganisation by processes

From EPSA - European Public Sector Award


By carrying out its own institutional activity, the Juvenile Court of Salerno is inspired by the norms of its juridical arrangement, by the ‘1989 the Hague Convention’ and by the principles of the Total Quality Management basis for continuous improvement in organisations. The services are based on the principle of equality, guaranteeing equal treatment to all citizens, without distinction of nationality, sex, language, religion or political opinion. The Juvenile Court of Salerno guarantees continuity and regularity in how its services are provided. The office promotes information on its activities whilst keeping in mind the demands and suggestions made by consumers in single or partnership form. The court’s president and staff pursue the objective of continuous improvement in the efficiency and effectiveness of the service adopting the more functional technological, organisational and procedural solutions that are fit for purpose.

The Juvenile Court of Salerno, like other Italian judicial offices, encountered some difficulties with organisational performance and quality (the design and improvement) of service delivery. Its organisational background had these features:

  • double organisation management system;
  • lack of economic and human resources;
  • organisation by functions;
  • inadequate autonomy in management processes;
  • processes too fragmented;
  • low level of stakeholder involvement.

The organisation’s leaders were able to involve judges and administrative employees. They set up a team of 3 members who were highly sensitive to organisational issues with the task of promoting and guiding the improvement process. Leaders involved the staff according to each member in terms of responsibility for every single project phase. They also enhanced their skills and recognised their efforts and suggestions. Every two months they hold meetings with stakeholders, such as professional bodies, universities, the Campania Region, the Province of Salerno, etc. During these meetings, they analyse their needs and expectations and they identify the best ways of meeting them. They also organise monthly meetings with citizens to promote reorganisation and to create an environment where suggestions can be made. The main aims regarding quality improvement are to optimise the organisation in order to improve the efficiency and effectiveness of the judicial service and to achieve a better overall image of the organisation, working with people more closely and supporting a constructive involvement with stakeholders.

Involving stakeholders through regular meetings ensured that reorganisation could be achieved without any additional costs. This good practice is exemplary because Italian judicial offices still work according to their roles. The structure was reorganised with unchanged legislation and without any additional costs. They also monitor and improve processes and service delivery. This experience could be adopted by small- and medium-sized public sector administrations. They should involve their employees heavily, identify relevant stakeholders and take into account their expectations.

Award info
Award category: opening up the public sector
Award type: submission
Award year: 2011
Project type
Sector: Justice, police, human rights and security
Type of activity:
Keywords: Analysis, reorganisation, processes, tracking, adoptions
Short English description: The services are based on the principle of equality, guaranteeing equal treatment to all citizens, without distinction of nationality, sex, language, religion or political opinion.
Further information
Organisation: Juvenile Court of Salerno
Other applicants:
Level of government: local level
Size of organisation: 1-25
Number of people involved: 6-10
Country: Italy
EU membership: EU member
Language code: en
Start date:
End date:

Analysis and reorganisation by processes (40.6815762, 14.7593762)
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