Process View to Innovate the Management of the Social Housing System: A Multiple Case Study

Overview of the Study

The article “Process View to Innovate the Management of the Social Housing System: A Multiple Case Study” is published in the open‑access journal Sustainability (ISSN 2071‑1050). The research was conducted by Giovanna Mangialardi, Angelo Corallo, Mariangela Lazoi and Barbara Scozzi, all affiliated with Italian universities and research institutes specializing in civil engineering, architecture and public administration. The paper presents a multiple‑case investigation of five regional public agencies (ARCA) that manage social housing in the Apulia region of Italy.

Research Aim and Methodology

The authors aim to understand the “problematic situation” affecting the agencies and to propose innovative process‑based solutions. They adopt process theory combined with ambidextrous Business Process Management (BPM) and perform data collection through document analysis, field observation and 31 semi‑structured interviews. The study follows three research stages: data collection, process analysis/redesign, and validation through panels and focus groups.

Key Findings – Critical Issues

Five main categories of critical issues emerged:

1. Lack of standardisation – differing workflows, tools, vocabularies, and documentation across agencies.
2. Missing overall lifecycle vision – fragmented information stored in personal spreadsheets and non‑integrated systems.
3. Poor coordination – informal communication, siloed technical and administrative sectors.
4. Obsolete technology – reliance on paper documents and CD‑ROMs, minimal automation.
5. Inadequate maintenance procedures – “emergency logic” dominates, no preventive maintenance plan.

Proposed Process‑Based Solutions

The redesign focuses on the maintenance process, identified as the longest and most resource‑intensive phase. Two technological innovations are recommended:

• Building Information Modelling (BIM) – a shared 3‑D database linking all asset data (design, construction, operation) to create a centralised knowledge repository.
• Case‑Based Reasoning (CBR) – a library of past maintenance cases linked to BIM, enabling retrieval of similar problems and solutions for faster decision‑making. The to‑be model introduces preventive maintenance (predictive, condition‑based, cyclic) and integrates CBR before corrective actions. Both innovations aim to standardise workflows, improve data sharing, and support digital transformation.

Impact on Sustainability and Housing Policy

The study highlights that process standardisation and digital tools can enhance the efficiency of public social‑housing management, reduce maintenance costs, and improve service quality for vulnerable households. By aligning with Industry 5.0 principles—human‑centred, sustainable, resilient technology—these interventions support broader European goals for affordable, energy‑efficient housing.

Validation and Stakeholder Reception

Validation involved panels of agency staff and two focus groups, including the Apulia Region Housing Policies Director. Participants recognised the value of a high‑level process reference model and expressed strong support for BIM adoption and the shift toward preventive maintenance. Resistance to change decreased after the collaborative design phase.

Future Directions

The authors plan to extend the process‑view approach to other agency functions beyond maintenance, replicate the study in additional Italian regions, and eventually develop a pan‑European Social Housing Process Reference Model. Further research will explore full implementation of CBR and assess long‑term sustainability outcomes.