Improving a travel management procedure: an Italian experience

Recently, a lot of attention has been dedicated by the Public Administrations to reduce/optimize the costs of travel management. Indeed, automatic support may increase the quality of the proposed services, drastically decreasing the time required for document production and validation, and promoting the integration with different PA (Public Administration) systems and services. However, due to the critical nature of the exchanged data, the interaction with the customers (personnel and citizens), the complexity of the considered procedures, the quality aspect becomes a crucial point to be considered during the development of automatic supports. In this paper, we focus on the quality aspects of the PA travel management automation, and we present the evaluation of a prototype implementation of a framework for automating the travel management process adopted inside an Italian PA. The experience highlighted important challenges in the application of automatic facilities for the travel management and nd allowed the detection of inconsistencies and improvements of the process itself.