Monitoring the quality of maritime routes and ensuring economic and financial balance

As part of its service agreements with concessionaires, the regional administration has launched a project to ensure reliable, efficient, and sustainable local cabotage maritime services for citizens. This initiative stems from the need to guarantee high-quality standards and transparency in the economic and financial management of public service contracts. The goal is to respond effectively to user needs, improve perceived quality, and strengthen trust in regional maritime transport services.

More details

Lattanzio KIBS works alongside the regional administration to continuously monitor five local cabotage maritime routes, verifying delivered, perceived, and expected quality standards as well as the economic and financial balance of the contracts. Main activities include the design and planning of on-site surveys, definition of sampling strategies, and development of data collection tools. Quality monitoring is based on systematic onboard checks, carried out through direct observations and data collection from operators.

The initiative also includes over 42,000 customer satisfaction interviews using CAPI (Computer Assisted Personal Interviewing) methodology, complemented by CAWI (Computer Assisted Web Interviewing) questionnaires accessible via QR codes available at ports and on ships. To support the entire process, an advanced information system has been developed to collect, process, and analyze all data in an integrated manner, providing a comprehensive and constantly updated overview of service quality.

Project Impact

Thanks to the support of Lattanzio KIBS, the project helps improve the quality of maritime services offered and builds a more transparent, efficient, and continuously improving regional transport system based on concrete and measurable evidence.