Analysis and innovation in Healthcare processes

This project deals with the health sector’s standard processes, focusing on payment and refunds. In this context, the FUB has presented some proposals to improve and increase the efficiency of the services.


Based on the current status described in a document delivered in 2019, the project will present state-of-the-art proposals in order to improve the user experience when making payments through the pagoPA system and find ways of digitizing the refund process for partially or entirely unused services. These proposals include changes to the payment flow in the pagoPA system but also ways that the Public Administrations can improve the users’ experience of the service.


In Italy, the process of digitising Public Administrations is constantly evolving in order to fulfil deadlines and new commitments, such as authentication through SPID and the use of the pagoPA system for payments.

An analysis of the health processes currently delivered online reveals, on one hand, the need to improve their effectiveness and make them more popular and, on the other, it identifies the next processes that need to be integrated, such as refunds.


Starting from the situation regarding health processes 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 share it with the health management staff and to collect further results and experiences. Since this was prevented by the pandemic, it was decided to proceed independently but also proactively. The project identified new areas of interest for public administrations involved in the provision of health services, specifically to deal with the difficulties and objections raised during the technical round table meetings with AgID.

A phase of in-depth analysis was conducted to identify improvements to the current payment experience provided by the pagoPA system. These proposals aimed 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 must first be discussed by the parties involved, since their implementation will involve changes not only by the PA but also to the pagoPA system itself.

Additional work was conducted on a technological proposal for digitizing the process of refunds for partially or entirely unused services. One of the proposed solutions was to use the pagoPA system, modifying one of the already available features in order to return the amount through the same channel used for the payment by the user. The document also made suggestions for improving the efficiency of the PA in the eyes of end users and make it comparable with those offered by the major online service sites.

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