Good Practice Project
Since 2013, SISSA participates in the Good Practice project, coordinated by the Politecnico di Milano, with the aim of measuring and comparing every year the performance of administrative and support services in Italian Universities. The project aims to create a shared database in order to monitor the efficiency and effectiveness of administrative action. In addition to the information about the university itself, which is valuable to evaluate the management trend and the consequent efficiency and effectiveness in the use of resources, the results of the project allow a benchmark analysis among the various participants to contextualize and compare their organizational structure with that of other universities.
To date, approximately 38 public Universities and 4 High Schools are participating in the project.
The traditional part of the project consists in two main areas of analysis:
- Efficiency: measurement of resources dedicated to administrative services in terms of costs
- Effectiveness: satisfaction and evaluation by users of the technical-administrative services provided. To detect the effectiveness perceived by users, two questionnaires are then provided annually within the School:
- a Customer Satisfaction questionnaire on technical-administrative services
- a questionnaire on the Organizational Welfare of Technical Administrative Staff
The "traditional" analyses are accompanied by experimental laboratories, whose subjects change every year, also on the basis of proposals and topics identified as relevant by the Universities participating in the project.
Good Practice Project – Customer Satisfaction Questionnaire
The Customer Satisfaction questionnaire is provided annually to both academic staff (lecturers, PhD students and assignees - DDA) and technical administrative staff (TA):
- The questionnaire addressed to DDA staff shows the satisfaction of the academic staff regarding the main technical-administrative services offered by the School which are addressed to them (for example: administration and staff management, supplies and logistics services, communication, computer systems, teaching support, research support, libraries, ...).
- The questionnaire addressed to TA staff shows the satisfaction of the technical-administrative staff regarding the main technical-administrative services offered by the School which are addressed to them (for example: administration and staff management, supplies and logistics services, communication, computer systems and accounting, ...).
The questionnaire allows an evaluation for each question on a scale of 1-6 (1 Completely disagree / Not at all satisfied - 6 Completely agree / Very satisfied).
Good Practice Project – Questionnaire on the Organizational Welfare
The questionnaire for the detection of Organizational Welfare is provided annually to the SISSA technical-administrative staff and analyzes various dimensions related to the organizational welfare perceived within the School (for example: work environment, discrimination, equity, professional development, relationship with colleagues, sense of belonging, functioning of the evaluation system, relationship with the manager, ...).
Starting from the survey regarding 2018, for the purposes of internal analysis, SISSA considered it more significant to provide the questionnaire separately to homogeneous groups of staff based on the role played by the respective evaluator in order to create more targeted and effective opportunities for improvement.
The questionnaire allows an evaluation for each question on a scale of 1-6 (1 Completely disagree / Not at all satisfied - 6 Completely agree / Very satisfied).