Abstract

The information society has strongly changed the relationship between public administration and its end users as a challenge for improving the quality of services both at international and national level. Therefore Italian regions have developed eGovernment tools reaching different stages of maturity. The Ict strategies developed within each region have not referred to a wider multilevel governance logic; this has brought problems about the system's interoperability and unsatisfactory quality of services with a negative impact on the policy's effectiveness. Thus a case study analysis about the regional card to provide services will be proposed applying the user centric perspective finalized to improve the quality of the Ict policies and oriented towards the real needs of the end users.