Listening to citizens to improve the waste collection system in Tuscany

A.T.O. Toscana Costa is a public authority representing 100 municipalities across the provinces of Livorno, Lucca, Massa Carrara, and Pisa. It is responsible for planning, organizing, and monitoring the integrated urban waste management service in its jurisdiction. Within this role, it has launched a significant monitoring initiative to assess and improve waste collection and urban hygiene services within its Optimal Territorial Area. The project stems from the need to evaluate user satisfaction, including that of both citizens and municipal Environment-Waste Offices, who are considered key stakeholders in the waste management system. The initiative aims to strengthen trust with residents, identify areas for improvement, and consolidate the strengths of the service.

More details

The customer satisfaction survey conducted by Lattanzio KIBS integrates both quantitative and qualitative methodologies to provide comprehensive and representative analysis. Following the definition of target groups and sample size, 4,120 interviews were carried out with household and non-household users, along with 35 interviews with technical staff from the municipalities. The questionnaires, aligned with previous surveys, were administered both digitally (CAWI method) and via telephone interviews (CATI method).

The analysis included both descriptive and inferential approaches and was further enriched by in-depth interviews, a spontaneous QR-code-based survey, and an online sentiment analysis using Talkwalker. The findings were summarized in a SWOT analysis, with 16 final reports and a concluding presentation for stakeholders.

Project Impact

The survey offers a detailed mapping of how citizens and municipalities perceive waste collection and sanitation services, highlighting both best practices and areas needing improvement. The outcome provides a valuable knowledge base to guide future enhancements and strengthen the relationship of trust between the Authority, service providers, and the public. Thanks to a rigorous and participatory approach, the project supports the establishment of a stable monitoring system, reinforcing local governance and fostering more efficient and sustainable service management.