Overview of the Research Initiative
The paper âProcess View to Innovate the Management of the Social Housing System: A Multiple Case Studyâ presents a detailed investigation into the challenges and opportunities of managing social housing in Italyâs Apulia region. Authored by Giovanna Mangialardi, Angelo Corallo, Mariangela Lazoi and Barbara Scozzi, the study is published in the journal Sustainability, a peerâreviewed 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 lifecycleâfrom design and construction to maintenance, renovation and demolitionâyet face fragmented processes, inconsistent terminology, and outdated technology.
Methodology and Process Theory
The authors adopt a processâtheoretic lens combined with ambidextrous Business Process Management (BPM). Data were collected through document analysis, 31 faceâtoâface interviews, field observations and panel discussions. Process models were created in BPMN, and a highâlevel âSocial Housing Process Reference Modelâ 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 paperâbased and CDâROM 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, threeâdimensional database of asset information, and (ii) CaseâBased Reasoning (CBR) to retrieve past maintenance cases and support decisionâmaking. The proposed toâbe maintenance process integrates BIM for data centralisation and CBR for knowledge reuse, while introducing preventive maintenance strategies (predictive, conditionâbased 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 principlesâhumanâcentred, resilient and sustainable innovationâunderscores the relevance of the findings for broader European socialâhousing 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 publicâsector digital transformation.
Relevance for PanâEuropean Audiences
The challenges documentedâprocess heterogeneity, data silos and legacy technologyâare common across many European socialâhousing systems. The studyâs 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 publicâsector digitalisation.
Concluding Remarks
The paper demonstrates that a rigorous processâview, coupled with ambidextrous BPM and innovative digital tools, can effectively address systemic inefficiencies in socialâhousing 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 humanâcentric housing policy in Europe.