Overview of the Research Initiative
The paper “Process View to Innovate the Management of the Social Housing System: A Multiple Case Study” presents a detailed investigation into the challenges and opportunities of managing social housing in Italy’s Apulia region. Authored by Giovanna Mangialardi, Angelo Corallo, Mariangela Lazoi and Barbara Scozzi, the study is published in the journal Sustainability, a peer‑reviewed outlet that focuses on interdisciplinary research related to environmental, social and economic sustainability.
Context and Scope of the Study
The research targets five regional public agencies (ARCA) responsible for social housing in Apulia, covering roughly 54 600 public houses and serving about two million socially vulnerable residents. The agencies manage the full asset lifecycle—from design and construction to maintenance, renovation and demolition—yet face fragmented processes, inconsistent terminology, and outdated technology.
Methodology and Process Theory
The authors adopt a process‑theoretic lens combined with ambidextrous Business Process Management (BPM). Data were collected through document analysis, 31 face‑to‑face interviews, field observations and panel discussions. Process models were created in BPMN, and a high‑level “Social Housing Process Reference Model” was synthesised from the five case studies.
Key Findings: Process Fragmentation
Analysis revealed five major problem categories: (1) lack of standardised workflows and vocabularies across agencies, (2) absence of an integrated view of the building lifecycle, (3) poor coordination and knowledge sharing, (4) reliance on obsolete paper‑based and CD‑ROM storage, and (5) maintenance driven by emergency logic rather than preventive planning.
Innovation Opportunities Identified
Two technological solutions emerged as central to addressing the identified gaps: (i) Building Information Modelling (BIM) to create a shared, three‑dimensional database of asset information, and (ii) Case‑Based Reasoning (CBR) to retrieve past maintenance cases and support decision‑making. The proposed to‑be maintenance process integrates BIM for data centralisation and CBR for knowledge reuse, while introducing preventive maintenance strategies (predictive, condition‑based and cyclic maintenance).
Expected Impact on Sustainable Housing
By standardising processes and digitising asset data, the study anticipates improved efficiency, reduced maintenance costs and enhanced service quality for vulnerable tenants. The alignment with Industry 5.0 principles—human‑centred, resilient and sustainable innovation—underscores the relevance of the findings for broader European social‑housing policies.
Stakeholder Involvement and Validation
The research involved agency staff, regional housing officials and external experts through panels and focus groups. Participants reported a shift from scepticism to enthusiasm for standardisation, BIM adoption and CBR integration, highlighting the importance of participatory design in public‑sector digital transformation.
Relevance for Pan‑European Audiences
The challenges documented—process heterogeneity, data silos and legacy technology—are common across many European social‑housing systems. The study’s methodological framework and proposed digital solutions provide a replicable model for other regions seeking to modernise asset management, enhance sustainability outcomes and comply with emerging EU directives on public‑sector digitalisation.
Concluding Remarks
The paper demonstrates that a rigorous process‑view, coupled with ambidextrous BPM and innovative digital tools, can effectively address systemic inefficiencies in social‑housing management. While the current implementation focuses on BIM, the authors note that financial constraints have delayed full CBR deployment, suggesting a phased approach for other jurisdictions. The research contributes valuable empirical evidence to the discourse on sustainable, resilient, and human‑centric housing policy in Europe.