Analysis and innovation in Healthcare processes

The project deals with the Health sector’s standard processes, focusing on the payment and refund ones. In this context, Fub has presented some proposals to improve and make the services more efficient.


On the basis of state-of-the-art described in a document delivered in 2019, the project intends to present proposals in order to improve the user experience in making payments through the pagoPA system and find solutions to digitalize the refund process for services partially or wholly not used. These proposals include changes to be applied to the payment flow in the pagoPA system but also suggestions to the Public Administrations to improve the users’ perception of the service.


In Italy the process of Public Administrations’ digitalization is constantly evolving since it has to fulfil deadlines and new commitment such as authentication through SPID and the use of the pagoPA system for payments.

An analysis of the health processes currently delivered online, shows on one hand the need to improve their efficacy in order to make them more widespread and, on the other hand, it suggests which are the next processes that need to be integrated, such as the one of refund.


Starting from the state of the art on health processes presented at the end of 2019, the initial objective was to involve the Regions in order to identify a national model. The aforementioned document was therefore reorganized in order to be shared with the health management staff and collect further results and experiences. Lacking this involvement due to the pandemic, it was decided to proceed independently but proactively. The project has thus identified new areas of interest for the Public Administration involved in the provision of health services, aiming at resolving the difficulties and objections raised during the technical tables with AgID.

A phase of in-depth analysis has been conducted to identify improvements to be applied at the current payment experience offered by the pagoPA system. These proposals aim to reduce the number of steps required to finalize a payment transaction and remove any redundant procedural steps (such as the authentication phase). The solutions presented need, however, to be discussed among the parties involved, their implementation in fact implies changes not only on the PA side but also on the pagoPA system itself.

Additional work was completed to present a technological proposal for digitalizing the refund process of services partially or wholly not used. One of the proposed solutions is to use the pagoPA system, modifying one of the features already available, in order to return the amount through the same channel used by the user during the payment. The document also describes suggestions to improve the efficiency of the PA as perceived by end users, to make it comparable with the ones offered by the major online service sites.

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