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Service Charter

What is it?

The Service Charter is a document illustrating the services available to Milan University users and the quality standards to be met.

The Charter sets out the key services provided by the different divisions, centres and staff units of the University.

Who is it for?

It is for all internal and external users of technical, administrative and library services provided by the University of Milan, including students, prospective students, graduates, citizens, businesses and institutions, University structures, teaching and administrative staff.

What is it for?

The Charter ensures quality services meeting users' needs promptly and effectively.

For this purpose, the Charter explains how services are delivered, as well as how to request a service and interact with the Administration. It promotes participation and cooperation between the Administration and recipients of services with a view to continuous improvement.

Qualità servizi_immagine tratta da Pixabay

Last updated on: 30/03/2026

Explore the Charter – Divisions
Services
  • Out-of-court legal and advisory services
  • Administrative appeals and extraordinary appeals to the President of the Republic
  • Appeals to the Commission for access to administrative documents
  • Managements of complaints and reports
  • Third-party attachment proceedings
  • Out-of-court credit collection
  • Court credit collection
  • Legal representation of the University in court proceedings
  • Bankruptcy and insolvency proceedings
  • Property repossession proceedings (in the event of payment default or upon lease expiry)
  • Management of compensation claims by INAIL
  • Alternative Dispute Resolution (ADR) procedures
  • Appeal against administrative sanctions imposed on the University or its Departments
  • Negotiation of agreements for teaching and research purposes in the area of medicine and healthcare
  • Negotiation of framework agreements and memoranda of understanding for the activation of traineeships for Medicine, Veterinary Medicine and Pharmacy residents
  • Negotiation of agreements for the recruitment of professors and researchers and the establishment of additional spots for residents within medical postgraduate schools
  • Consultancy on staff secondment agreements in healthcare settings
  • Overseeing of recruitment and termination procedures for seconded staff 
  • Management of legal and economic matters related to seconded staff, in collaboration with the competent offices of the University
  • Assistance to Joint University-Hospital Committees
Users
  • University structures and staff
  • Professors and researchers
  • Citizens
  • Businesses and institutions
Legal Department
Via Festa del Perdono 3
Improving our services
Services
  • User orientation desk
  • Student Ombudsman
  • Management of whistleblowing reports
  • Specialised support to the Governing Bodies (Board of Directors, Academic Senate)
  • Management of University-level framework agreements
  • Student associations: registration and award of funding
  • Registration of incoming documents and management of mailing services
Users
  • University offices and staff
  • Research fellows, postdocs, PhD students
  • Students
  • Citizens
  • Businesses and institutions
  • Contractors, providers of goods and services
Institutional Affairs Division
Via Festa del Perdono 7
Improving our services
Services
  • User orientation desk
  • Planning of needs – regulatory and legal support
  • Management of negotiated procedures for the procurement of goods and services below EU threshold-value
  • Management of competitive procedures above EU threshold-value
  • Establishment and management of the list of service providers
  • Direct awards under €40,000 – MePA online procedures below EU threshold-value – Agreements with CONSIP and ARIA Lombardia – Issuing of diplomas
Users
  • University offices and staff
  • Graduates
  • Institutions and economic operators
  • Citizens
Services
  • User orientation desk
  • Budget changes
  • Payment and collection orders
  • Register of legal entities
  • U-gov help desk
  • Institutional revenues
  • Accounts payable
  • Electronic invoicing
  • Accounts receivable
  • Credit collection
  • Decentralized billing support
  • Tax consultancy
Users
  • University offices and staff
  • Graduates
  • Businesses and institutions
Services
  • User orientation desk
  • Design and review of study programmes
  • Initial and periodic accreditation of Bachelor's and Master's programmes
  • Establishment and accreditation of PhD programmes
  • Establishment and accreditation of postgraduate schools
  • Vocational master programmes
  • Advanced courses
  • Outbound student mobility
  • Inbound student mobility
  • International training projects and agreements
Users
  • Departments
  • Academic boards and ad-hoc commissions
  • Quality Assurance Board
  • Academic offices
  • PhD programme coordinators and Faculties of Instructors
  • University staff
  • Students, graduates, PhD and postgraduate students
  • Affiliated organisations and institutions
Services
  • Division Secretariat
  • Management of buildings included in lot B + S. Paolo Hospital (lot C) and via Beldiletto 1/3 (see layout)
  • Buildings included in lot A and co-generation area (see layouts)
  • Waste disposal
  • Disinfestation service
Users
  • University offices and staff
  • Graduates
  • Businesses and institutions
Services
  • User orientation desk
  • Technical support for University websites
  • Management of standard support requests
  • Technical assistance for Unimia (WCI)
  • VPN service
  • Management of phishing email campaigns
  • ReadyWeb service
Users
  • University offices and staff
  • End users 
Ict Division
Via Giuseppe Colombo 46
Improving our services
Services
  • User support
  • Collaboration with other universities, research centres, companies and VCs on open innovation programmes
  • Protection of research results
  • Design and organisation of public engagement initiatives
  • Planning support for projects aimed at enhancing inclusion, health protection and volunteering activities
Users
  • University users
  • External users
Services
  • User orientation desk
  • People Care welfare services
  • Management of smart-working agreements
  • Training courses for technical, administrative and library staff
  • Affiliation agreements
  • Public transport promotion
  • Psychological counselling to improve organisational wellbeing
  • University remote signature
  • Career management for professors and researchers
  • Recruitment by direct call (no public competition)
  • Recruitment of teaching and research staff
  • Recruitment of technical, administrative and library staff, language trainers, technologists and managers (both fixed-term and permanent staff)
Users
  • Teaching and research staff
  • Technical, administrative and library staff and language trainers
  • Research fellows, postdocs, PhD and postgraduate students
  • Heads of offices, centres and divisions of the University
  • External contractors
  • Citizens
Services
  • User orientation desk
  • Support to the performance management cycle   
  • Support to the Independent Evaluation Unit
  • Management of student surveys
  • Management of the University Quality Assurance (AVA) System
  • Management and monitoring of research data and projects
  • Open Science
  • Iris/Air
  • Milano University Press
  • Analysis of statistics and management of the University Dashboard
Users
  • University offices, bodies and staff
  • Students
  • Professors and researchers
  • Citizens
  • Institutions, organizations and businesses
Services
  • Student Relations Office
  • Admissions
  • International students support
  • University badge (Carta La Statale)
  • Student offices
  • Tuition fees and waivers
  • Scholarships
  • Student housing
  • Income checks and credit collection
  • PhD programmes
  • Vocational masters and advanced courses
  • Postgraduate schools
  • Teacher training
  • Verification of self-declared data
  • State exams
  • University Contact Center
Users
  • Prospective students
  • Students
  • Graduates
  • Italian and foreign public administrations and public service providers; public and private stakeholders
  • Professional associations, licensed professionals
Services
  • Access management for library rooms and collections
  • Loans
  • Interlibrary services
  • User education (training courses organised by the libraries)
  • Digital Library
  • BiblioHELP
  • University Library Service Secretariat
  • Organisational support for conferences and publications (APICE)
  • Loans for exhibition purposes
Users
  • Institutional users
  • Students and staff of partner universities and institutions
  • Authorised external users
  • Libraries and documentation centres of Italian and foreign institutions
  • External contractors
  • Students, graduates, professors and scholars
  • Research fellows, postdocs, PhD and postgraduate students
  • Citizens
  • External institutions and museums
Improving our services
Services
  • User orientation desk
  • Opinions on insurance matters
  • Management of insurance claims for all policies stipulated by the University (except for the student accident insurance policy)
  • Keeping records of technical certifications in the Building File
  • Management of University spaces
  • Cleaning of the University premises
  • Cafeterias, cafés, vending machines and water dispensers
  • Remote alarm system
  • Surveillance
Users
  • University offices, bodies and staff
  • Prospective students
  • Students
  • Graduates, fellows, postdocs
  • Citizens
  • Businesses and institutions
Services
  • User orientation desk
  • Review, writing, preliminary approval process, negotiation of research agreements based on national and international calls or otherwise
  • Support for participating in research competitive procedures
  • Management and support for the University's research competitive procedures
  • Advisory and specialist financial services for research project management  
  • Negotiation of commissioned research agreements, advisory and training services
  • Proprietary technology platforms
    • COSPECTS
    • INDIGO
    • NOLIMITS
    • OMICS
Users
  • University offices and staff
  • Fellows, postdocs, PhD students
  • External researchers
  • Businesses and institutions
Research Services Division
Via Festa del Perdono 7
Improving our services
Services
  • User orientation desk
  • Meal voucher distribution to technical, administrative and library staff
  • Employee payroll processing
  • Issuing of tax certificates (CU)
  • Stipend processing (grants and scholarships disbursed to researchers and PhD/postgraduate students)
  • Processing of payments to independent contractors
  • Issuing of the La Statale University Badge to entitled external users
  • Home-to-office shuttle service for staff with disabilities
Users
  • University structures, bodies and staff
  • Students
  • Professors and researchers
  • Citizens
  • Institutions, organizations and businesses
Explore the Charter – Centres
Services
  • Guidance Services for Prospective and New Students
    • Information and guidance desk
    • Individual guidance interviews
    • Services for schools
    • Guidance events
  • Post-Graduate Guidance and Placement Services  
     Services for students and graduates
    • Meetings, seminars and job orientation workshops
    • Career services
    • CV, internship and job postings online board - students and graduates
    • Meetings with companies at the University: 
    • Job Fair and recruiting days - students and graduates
       
  • Post-Graduate Guidance and Placement Services  
     Services for businesses and institutions
    • CV, internship and job postings online board 
    • Meetings with companies at the University: Job Fair and recruiting days 
  • Internship Office
    • Curricular internships (for students)
    • Extracurricular internships (for graduates)
    • Internships abroad
    • Internships and special projects in Italy and abroad
  • Disability and SLD Services
    • Services for students with disabilities
    • Services for students with SLDs
    • User orientation desk
  • Student Support Services
    • Counselling and learning support
Users
  • Prospective students and parents
  • Students, high-school graduates and upcoming graduates 
  • High-school teachers in charge of orientation programmes 
  • Disabled students pursuant to Law 104/92
  • Students with SLD certification pursuant to Law 170/2010
  • Graduates and upcoming graduates
  • Those holding Master's, PhD, or postgraduate degrees, within 12 months of graduation
  • Organizations, institutions, businesses and associations 
Services
  • Computer-based tests and exams
  • Online questionnaires
  • Creation and management of course websites
  • Design and management of Learning Management Systems (LMS), Content Management Systems (CMS) and web portals for innovative teaching and audio-video production
  • Design, production and post-production of digital educational content
  • Design and production of multimedia products and projects for teaching, research, communication and "Third Mission" purposes
  • Design, set-up and recording of audio-video courses at the CTU TV and radio studio
  • Training in innovative teaching methods and technologies and digital communication
  • Computer skills assessment
  • Design of online and blended degree programmes
Users
  • University offices
  • Heads of study programmes
  • Faculty
  • Technical, administrative and library staff
  • Students
  • Academic Boards of all degree programmes
  • Opening to the public
  • Activities for the public
  • Educational services for schools
  • Information to the public
  • Loans for exhibition purposes
  • Citizens
  • Students
  • University professors
  • School pupils and teachers
  • Families
  • Professionals
  • Italian and foreign tourists
  • People with specific needs
Services
  • English language tests and courses
  • Italian language tests and courses
  • Latin language courses for beginners
  • International language certifications
  • Other language assessments and courses (French, Spanish, German)
  • Medical English courses
  • Italian language and culture courses for international students
  • Language courses and tests for mobility calls
  • Training courses for teachers of Italian as a foreign language
Users
  • Students
  • University staff
  • PhD students, postgraduate fellows, researchers, visiting professors
  • Employees and students of partner institutions
  • External users
  • Teachers of Italian as a foreign language working in Italy or abroad
Improving our services
Explore the Charter – Staff Units
Services
  • Negotiation of agreements and contract clauses on the processing of personal data
  • Provision of ethics opinions regarding research projects, in support of the Ethics Committee of the University
  • Activities linked to the exercise of rights by data subjects
  • Management of data breaches
Users
  • University offices
  • University divisions and centres
  • Professors
  • Researchers
  • Technical, administrative and library staff
  • External stakeholders
Privacy and Research Ethics
Via Festa del Perdono 7
Improving our services
Services
  • Implementation and updating of the University ISO-certified Quality Management System (QMS)
  • Support to the DEC (officer in charge of contract performance)
  • Support to the RUP (Sole Project Manager) of service and supply contracts
  • Review and updating of the University Service Charter
Users
  • Heads of offices/sectors and ISO QA delegates
  • Officers in charge of contract performance (DEC)
  • Sole Project Managers of service and supply contracts (RUP)
  • Contact persons for the Service Charter
  • Users of the services described in the Service Charter
Services
  • User orientation desk
  • Health surveillance
  • Protection and support of pregnant workers and working mothers
  • Support to the drafting of the DUVRI (Single Interference Risk Assessment Document)
  • Basic training on safety in the workplace
  • Specific training on safety in the workplace
  • Compliance checks on home-office workstations used by remote-working employees
  • Compliance checks on University spaces and venues for events and event-related activities
Users
  • Professors
  • PhD and postgraduate students, research fellows
  • Students
  • Occasional visitors
  • Technical, administrative and library staff
  • Language trainers
  • University divisions and offices
Student Complaints