In January 1999 a change management Project named “Organizational change and development in the Municipality of Rome – Local Taxes Office” began. The main objective was to simultaneously improve: (a) the effectiveness of the information system; (b) the organizational climate; (c) the quality of service provided to citizens; (d) the effectiveness of personnel communications. The Project was based on participatory ergonomics principles aimed at empowering people at any level of the organization. The Project is still in progress. In this paper some methodological aspects and preliminary results are presented and discussed.
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