Combing System Dynamics Modeling and Performance Management Systems to Frame the One Stop Shop Service: a Case Study Based on Palermo's Municipality

The Italian public sector is characterized by a great number of stakeholders, both public and private. That’s the reason why, in the past, dealing with public issues meant to face different actors and administrations, to solve the several number of bureaucratic requirements. In particular, the field of new business activities was very complex. This area was characterized by huge fragmentations among the public bodies involved. In fact, if an entrepreneur wanted to open a new business, it was necessary to deal with different subjects to obtain the mandatory permits, license and authorizations. Accomplishing all the steps, without any support from the public sector, implied an increase of cos…