What is a ticketing system for Public Administration
A ticketing system is a platform designed to organize and systematically manage support requests, whether they come from internal users or from citizens and end users. Each ticket represents an action to be taken: it may concern a technical issue, a report, a service request, or an event to be monitored.
Within Public Administration (PA), a ticketing system plays a strategic role, as it promotes operational efficiency and improves the quality of services provided to citizens. A well-structured system allows for document management, tracking of information flows, facilitation of communication between offices and with external users, and ensures the security of processed data.
What features should a ticketing system for Public Administration have?
A ticketing system implemented in Public Administration (PA) must meet specific needs related to efficiency, transparency, and service quality. Among the essential features, the following stand out:
- Scalability: the ability to adapt to a gradual increase in requests and volume, while maintaining stability and performance.
- Interoperability: the adoption of open standards and the use of APIs enable smooth and secure communication between systems, reducing errors and optimizing time and costs, while promoting integration and data exchange among different entities and platforms.
- Security: the protection of data, especially sensitive information, must be ensured through dedicated protocols, access controls, and compliance with relevant regulations.
- Centralized request management: it is essential that all reports and support requests converge into a single access point, such as a web portal dedicated to citizens, to simplify management and ensure a coordinated response.
- SLA (Service Level Agreement) management: the system must allow the precise definition and monitoring of service level agreements, ensuring transparency and adherence to expected timelines.
Finally, to be truly effective, a ticketing system for PA should integrate with the ITIL (Information Technology Infrastructure Library) framework, promoting the integration of people, processes, and technologies for the delivery of citizen-oriented services.
What are the benefits of a ticketing system for citizens
The adoption of advanced ticketing systems by Public Administration brings concrete benefits not only to institutions, but above all to citizens, improving the quality of interaction with public services. Among the main benefits are:
- Simplified access and multichannel support: Citizens can submit reports or support requests through multiple channels — email, web portals, chat, phone, or integration with other systems — where communication can continue without interruptions.
- Faster response and resolution times: By centralizing communications on a single platform, the ticketing system enables more efficient request management, reducing waiting times and increasing the speed of responses.
- Optimized request handling: Each request is automatically classified, assigned a priority, and routed to the most appropriate department or operator, ensuring more orderly and timely processing.
- Service personalization: Thanks to interoperability between administrations — made possible by tools such as APIs and other dedicated platforms — information can be exchanged securely and in real time, allowing for the delivery of personalized public services based on the user’s actual needs.
A concrete example: AIFA's Ticketing System
A concrete example is represented by the ticketing system adopted by AIFA – the Italian Medicines Agency. Starting from October 1, 2024, the agency integrated Rexpondo into its digital infrastructure, making it the reference system for managing both internal and external support requests. This solution ensures efficient support and timely information for resolving any issues reported by users.
Rexpondo allows users to access and manage their tickets, where they can open new reports or check the status of those already submitted, through a simple and accessible interface.
