Service
CHARTER
Turismo Padova Terme Euganee
www.veneto.to
PROVINCIA DI PADOVA
presentation
Tourism
services
In recent years, the demand for tourism has greatly evolved to keep
up with changed consumer models and new reasons for travelling.
Today, as holidays reflect more and more the personalities of people
and therefore include wide-ranging experiences, tourism services must
offer bespoke products.
In addition, tourism services are made up of different aspects that
need to be integrated. As a special department of the Province, the
Turismo Padova Terme Euganee corporation provides tourist support,
information, assistance and promotion services, all of which need to
be coordinated in the best interest of tourists and the tourism system
itself. Destination management encompasses:
• the period prior the arrival of potential tourists and their actual booking;
• their arrival and their accommodation in specific structures;
• animation and leisure activities;
• local transport and restaurant information;
• cultural events and active holidays;
• the tourists' departure and their potential return.
Today, destination management faces new challenges as tourism
operators must improve the delivery of services by including new
products that satisfy the requirements of a new generation of travellers.
Turismo Padova Terme Euganee aims at providing these services not
only for the tourism sector of the Province of Padua, but also for the
entire Veneto, by liaising with the Region and the information offices
of other Provinces.
Barbara Degani
Flavio Manzolini
President of the
Province of Padua
President of
Turismo Padova Terme Euganee
4
Who we are 4
Our mission 4
Our values 5
Our services 6
Our customers 6
Our organisational structure 7
Map of TOURIST OFFICES
8
Direct Management Offices 10
Head office 10
Offices in Padua
11
Offices in Thermal towns 13
Affiliated TOURIST OFFICES 15
Tourist office of the Saccisica 15
Battaglia Terme
16
Cittadella
17
Este
17
Monselice
18
Montagnana
19
Our services
20
Information and reception 20
Assistance
22
Promotion, enhancement and research 26
Online services 28
Special services 29
Service assessment 30
Customer protection measures and continuous improvement 30
Forms for the improvement of service quality standards 31
Forms to promote target-meeting 31
LEGISLATION
32
3
INDEX
TURISMO PADOVA TERME EUGANEE: the organisation
Turismo Padova Terme Euganee: our organisation
THE ORGANISATION
WHO WE ARE
OUR MISSION
Founded on 13 January 2003 by the Provincial Administration, the
special corporation Turismo Padova Terme Euganee (TPTE)
provides tourist reception, assistance, information and promotion
services.
In agreement with the Province of Padua, the TURISMO PADOVA
TERME EUGANEE:
Furnishes tourist information, reception, assistance and
promotion services through catalogues, brochures and adverts
regarding local tourism supply and itineraries;
Promotes local tourist, historical and artistic resources by
spreading and enhancing the knowledge of the area;
Popularises local events and initiatives through mass media advertising;
Provides assistance and reception services to journalists and tourism
and media operators;
Manages tourist activities by selling goods and services.
4
OUR ORGANISATIONAL VALUES
TURISMO PADOVA TERME EUGANEE staff are:
Knowledgeable about their territory, well-disposed towards
customers and effective communicators.
TURISMO PADOVA TERME EUGANEE staff believe that unbiased
judgement and a clear, forthcoming approach lead to better
understanding and improved delivery of services.
Outgoing attitude
When responding to queries or delivering services, we must bear
in mind that those in front of us are not yet customers, but are
certainly people. Staff must be respectful, reliable and humane.
Objectivity and equality are our inspiring principles. Special
treatment is offered to customers with special needs, like the
elderly and people with disabilities.
Organisational and professional skills
The occurrence of random, unexpected events may be kept to
a minimum thanks to efficient organisational skills and a serene
environment. In order to improve our organisation and company
atmosphere, we must first improve our staff.
Target orientation
The staff pledge to back up customers and organisations until
they reach their targets by providing integrated, verifiable
services.
5
THE ORGANISATION
Helpful and clear
OUR SERVICES
1 Information and reception
THE ORGANISATION
In addition to information, customers are helped in finding the solution
that best meets their requirements and budgets.
These may be distance or front office services.
2 Assistance
We issue tickets for special events/performances and provide customised
assistance for special tourist requirements.
3 Promotion, Enhancement, Research
These services favour the enhancement and promotion of the territory
either through consultancy, teaching and research or by supplying
brochures and tourist kits for special events.
4 Online Services
They may be free or require a password, and are activated online.
5 Special Services
They are specialised backup services for press and media operators.
OUR CUSTOMERS
Citizens requesting information about events, performances,
restaurants/bars and museums in Padua and the region;
Individual tourists and groups, both prior to and on their
arrival, requesting information on accommodation,
restaurants/bars and sights;
Local institutions wishing to collaborate on the promotion and
enhancement of the territory and the tourism system;
Tourism and media operators and journalists requesting support on
their activities and projects;
Public and private organisations wishing to collaborate on the
promotion and enhancement of the territory or requiring
material and data on Paduan tourism and culture.
6
The activities of the Turismo Padova Terme Euganee are overseen by
a Board of Directors made up of four members appointed by the
President of the Province, in compliance with the guidelines of the
Provincial Council.
The Chairman of the Board, appointed by the President of the
Province, acts on behalf of the Turismo Padova Terme Euganee in its
relationship with other local institutions and authorities.
The Turismo Padova Terme Euganee is organised and managed by
a Director, who oversees the financial, technical and administrative
management, and organises the resources required to meet the
objectives of the statute. See the organisation chart.
There are two types of offices:
Operational offices providing front-office services (information
and assistance) and back-office services (promotion,
enhancement, research, administration, etc.);
IAT (Tourist Information and Assistance) offices mainly provide
information and assistance;
There are 7 direct management offices:
Two operational offices (one in Riviera dei Mugnai, Padua and one
in Montegrotto Terme);
Five IAT offices (IAT Railway Station, IAT Galleria Pedrocchi,
IAT Santo, IAT Abano Terme and IAT Montegrotto Terme).
Over the years, the TURISMO PADOVA TERME EUGANEE has developed an information and assistance network of 6 affiliated
offices, which furnish services similar to those of the Padua
offices in other areas of the province.
There are 28 TURISMO PADOVA TERME EUGANEE staff at present:
POSITION
NUMBER OF STAFF
Management 1
Administration
1
Publishing 1
Secretariat
2
Promotion 3
Statistics and non-hotel accommodation 2
Mail and warehouse 2
IAT employees 16
7
THE ORGANISATION
OUR ORGANISATION
Map of IAT (TOURIST OFFICES) in the Province of Padua
Bassano
del Grappa
Provincia di Treviso
Carmignano
di Brenta
Brenta
Map of IAT
Galliera
Veneta
VICENZA
Piombino Dese
Loreggia
Campo
San Martino
Veggiano
Cervarese
Santa Croce
Massanzago
M
us
on
la
rgo
Te
Campodarsego
Villanova di
Camposampiero
Vigodarzere
PADOVA
OVEST
Mirano
TREVISO
Vigonza
MESTRE
VENEZIA
TRIESTE
Dolo
Cadoneghe
Mestrino
Bac
chig
lion
e
Rubano
Saccolongo
Selvazzano
Dentro
Rovolon
Praglia
Teolo
Abano
Terme
PADOVA
EST Noventa
Padovana
PADOVA
PADOVA Ponte
SUD San Nicolò
Mira
Stra
Provincia di
PADOVA
Z.I.
Saonara
Albignasego
Sant’Angelo di
MESTRE
Legnaro Piove di Sacco
Maserà
VENEZIA
Provincia di Verona
Montegrotto di Padova
Galzignano
Terme
Polverara
Piove
Casalserugo
Terme
TERME
Valbona
di Sacco
EUGANEE
Valsanzibio
Due Carrare
Brugine
Noventa
Battaglia
Cinto
V
Vicentina
Terme
Lozzo Euganeo
Bovolenta
Mille
Atestino
Cartura
Arzergrande
Pernumia
Arquà
Codevigo
Petrarca
Pontelongo
Terrassa
Co
Baone
S. Pietro
Padovana
Co
Correzzola
Montagnana
Viminario
Ospedaletto Este
Saletto
Euganeo
Monselice MONSELICE
Bacch
Candiana
iglion
Conselve Arre
e
Megliadino
San Fidenzio
Santa Margherita
Civè di
Tribano Bagnoli
d’Adige
Urbana
Sant’Elena
Correzzol
di sopra
Pozzonovo
Megliadino Ponso Carceri
Villa
Estense
Casale di San Vitale
Vighizzolo
Solesino
ROVIGO
Merlara Scodosia
Agna
Anguillara
Granze
Piacenza
Veneta
Stanghella
d’Adige
Castelbaldo
Vescovana
S. Urbano
BOARA
Barbona
Masi
Provincia di Rovigo
Torreglia
nta
Bre
Ca
na
le
Ba
tta
gli
a
Vo’
Legnago
Santa Giustina
in Colle
Ve
San Giorgio
cc
delle Pertiche Borgoricco hio
Curtarolo
Limena
Grisignano
VICENZA
Frassanelle
Scorzè
TREVISO
Camposampiero
Villafranca
Campodoro Padovana
MILANO
A4
Trebaseleghe
Villa del Conte
Provincia di Vicenza
B roads
Railroads
Onara
Grantorto
San Giorgio
in bosco
Piazzola
sul Brenta
Rivers
Castelfranco
Veneto
Tombolo
Gazzo
Padovano
Motorways
A roads
S. Martino
di Lupari
Cittadella
Fontaniva
San Pietro
in Giù
Castelfranco
Veneto
ROVIGO
BOLOGNA
A13
8
D. V
aleri
Stazione FFSS
Via
Via Poerio
aM
at
teo
lia
a
ofi
aS
.S
io
bbra
eri
ta
VIII Fe
Piazze
rgh
erin
. S.
Ma
o
Vic
Via S.G. Barbarigo
l Munic
ipio
o e Solf
artin
Via S.M
Via de
cin
Via de
lle
Son
Via dell’Arco
Vigo
nese
dei
Via Fa
bbri
in
Via
MESTRE
VENEZIA
Via Sq
uarcio
ne
Via Marsiglio
Via D
. Ma
n
Via
Vi
drea
Vi
Via Eremitani
Vic. S. An
P.zza
Garzeria
Via
a
Via degli Zabarella
Via Davila
Via Breda
Via dell’O
rologio
op
Via E. Filiberto
Via Belle Parti
Via Verdi
Eur
a
Via Martiri
della Libertà
go
cig
Lar
Map of IAT
tti
Po
r
Vi
Via
us
.B
Riv
llo
ine
Venezia
co
Via Brios
IAT OFFICES IN PADUA
Valle
ecampi
onche di
odevigo
Chioggia
la
Chioggia
Via
Con
fi
glia
chi
Galleria Pedrocchi
Railway station
Piazza del Santo
IAT OFFICES IN THE PROVINCE
OF PADUA
Abano Terme
Montegrotto Terme
Bacino Turistico della Saccisica - Piove di Sacco
Battaglia Terme
Cittadella
Este
Monselice
Montagnana
9
lata
ame
Gatt
ti
san
nis
Og
Direct management offices
The TURISMO PADOVA TERME EUGANEE head office is at 8 Riviera dei
Mugnai, Padua. It comprises the management and administration offices,
the warehouse, library and front office. For queries and information,
please contact:
Office: Riviera dei Mugnai 8
Tel.:
049 8767911
Fax:
049 650794
Executive secretariat: segreteria@turismopadova.it
Administration: amministrazione@turismopadova.it
Statistics: statistica@turismotermeeuganee.it
statistica2@turismopadova.it
Bed&Breakfast:
statistica@turismopadova.it
Publishing: editoria@turismopadova.it
Tourism Promotion: info@turismopadova.it
promozione@turismopadova.it
comunicazione@turismopadova.it
Map:
A DEI
LDI
GARIBA
OM
ATT
EOT
TI
N T I R OM A NI
GIA
EI PO
VIA
I
VIA CATALAFIMI
DANTE
AN
EMIT
R
ZA E
RIV. D
VIA
PA
PIAZ
O
RM
10
VILLAGGIO
SANT’ANTONIO
RO
FE
O DEI DOTTO
EU
N
VIC O L
O
SA
NESE
LA
RG
VIA DEL RISORGIMENTO
NT’AG
AI
A
VIA SA
MUGN
FERMO
VI
VIA DEI BORROMEO
VIA SAN
CORSO
VIA SAN PIETRO
VIA
RIVIER
CO
M
RIVIERA DEI MUGNAI
GIA
CO
MO
MA
TT
CORSO
EO
TT
I
GARIBA
LDI
VIA MONTO
NA
OUR ORGANISATION
Head office
Offices in Padua
In strategic areas of Padua, they offer information to citizens
and tourists. Contact information:
Office: IAT Galleria Pedrocchi
Tel.:
049 8767927
Fax:
049 8363316
E-mail:
infopedrocchi@turismopadova.it
Type of information: regarding the municipality, province and region
Opening times: Mon - Sat
9.00am - 1.30pm / 3.00 - 7.00pm
Map:
RI
INA
TE
VIA GORIZ
IA
VIA FIUME
CES
MANIN
EA GRITTI
ANIELE
VIA ANDR
VIA D
PIAZ
ZA D
11
ELLE
ERBE
AR
VIA
EB
ATT
IS
TI
ALL
’ANDREA
VIA
VIA SANT
VIA
SAN
BIA
GIO
SIGNO
CIA
LLA
V IA D E G L I Z A B A R E
A DEI
VIA MARSILIO DI PADO
PIAZZ
VA
VIA SANTA LU
CIA
NTA LU
RIVIERA
DEI PO
NTI RO
MANI
V IA A Q U IL E IA
VIA DANTE
VIA SA
VIA C
ESAR
E BA
TTIST
I
OUR ORGANISATION
GALLERIA PEDROCCHI
Office: IAT Railway station
Tel.:
049 8752077
Fax:
049 8755008
E-mail:
infostazione@turismopadova.it
Type of information: regarding the municipality, province and region
Opening times: Mon-Sat: 9.00 am / 7.00 pm
Sun: 9.00 am - 12.30 pm
Map:
AV
LC
BIXIO
VIA N
TOMM
VIA CARLO GOLDONI
A
ASEO
STA
ZIO
NE
LE
LU
CO
DA
VIA
ZO
NG
CO
DA
LU
NG
ICCOLÒ
CORSO DE
L POPOLO
E
VAN
PIAZ
ZALE
IROLI
VIA NINO
DA
AL
A
VI
TO CA
VIA DA
NIELE DO
NGHI
VA
CA
NG
A
NEDET
LU
SA
RP
I
OA
LLA
DE
FR
ÀP
AO
LO
OP
PIAZZA
LE DEL
LA STAZ
IONE
VIA BE
CO
VIA
JA C
D EL LA ST A ZI ONE
IA
BO
RG
OM
PIA
ZZ AGN
AL
O
E
V IA
VIA
LE
VIA N
ICCO
LÒ T
OMM
ASEO
PIAZZA DEL SANTO
Office: IAT Piazza del Santo
Tel. / Fax:
049 8753087
E-mail:
infosanto@turismopadova.it
Type of information: regarding the municipality and province
Opening times: Mon-Sat: 9.00 am - 1.30 pm / 3.00 - 6.00 pm
Sun: 10.00 am - 1.00 pm / 3.00 - 6.00 pm
Seasonal IAT: April - October
Map:
RU
A
VI
NA
DE
RU
A
VI
V
VIA
DE
CCO
TABA
VICOLO
VI
A
12
AN T
LB
US
BE
ONIO
INE
O
AT
LOCA T EL LI
LLO
LU
CA
L
BE
LU
DI
VIA DONATEL
LO
VIA M
ELCH
IORRE
CESARO
TTI
PIAZZA
DEL SANTO
NICO
O BOTA
ORT
VIA
RA
C A PP E LLI
TO
RI
IE
SAN
O
MEO BELLAN
ARTOLO
VIA B
DE
NA
DEL
R IVI ERA RUZANTE
VIA
SAN
TA C
HIA
RA
VIA
C.SO
VITT
. EMA
NUE
LE II
OUR ORGANISATION
RAILWAY STATION
VI
C
O
OL
SA
NT
ON
VIA
IN
PIE
I
TR
OS
CA
LC
ER
IE
ABANO TERME
Office: IAT Abano Terme
Via P. d’Abano, 18
Tel. e Fax:
049 8669055 - 049 8669053
Type of information:
regarding the municipality and province
E-mail:
infoabano@turismotermeeuganee.it
Opening times: Mon-Sat 8.30am-1.00pm / 2.30 - 7.00pm
Sun (high season only)
10.00am - 1.00pm/3.00 - 6.00pm
Map:
EOR
TON
E
IO
VI A M
ONT
VIA M
E
CO
RT
ZZ
A
PI
A
VE
S
VIA AMERIG
O
O
ZIA
VIA MAR
13
VE
SP
UC
C
N
ABA
O D’
AM
ER
IG
O
E TR
VIA PI
VI
A
VERONA
VIA
FLAV
IO BUSONERA
IBERALE DA
VIA VI
T TORE
GHISLANDI
VIA L
IRON
ES
I
VIA AUGURE C
ORN
EL
ONT
I
CCI
PU
OUR ORGANISATION
Thermal town offices
They have the same characteristics and aims of the Padua offices
and provide detailed information on thermal services.
The operational office in Montegrotto Terme offers assistance,
information, administrative, statistical and tourism promotion
services, and a secretariat to support B&Bs and serviced apartments
(Law 33/2002). In addition, it provides a hotel booking service
through the hoteliers' association AbanoMontegrottoSi.
Office: IAT Montegrotto Terme
V.le Stazione, 60
Tel. e Fax:
049 8928311 - 049 795276
Type of information: regarding the municipality, province and region
E-MAIL
• IAT office infomontegrotto@turismotermeeuganee.it
• Statistics
statistica@turismotermeeuganee.it
• Tourism Promotion promozione@turismopadova.it
Secretariat / Bed&Breakfast: segreteria@turismotermeeuganee.it
Opening times :
Monday - Saturday
8.30am - 1.00pm / 2.30 - 7.00pm
Sunday
10.00am - 1.00pm / 3.00 - 6.00pm
(second Sun each month, high season only)
Map:
VI
INIA
VIA
DEG
LI S
CHIA
PL
EN
NO
NE
DE
GL
PIAZ
ZA P
RIM
OM
AGG
IO
VIA
VIC
OL
O
SA
N
MA
UR
O
VIA G
14
IOSUÈ
CARD
DIO
VI
VIA
ZIO
HIA
STA
I SC
LE
VIA
ETR
AR
CA
VIA
V IA FRANCE SCO P
VIALE STAZIONE
VIA
VIA CL
AUDIA
NA
OUR ORGANISATION
MONTEGROTTO TERME
UCCI
LE
STA
ZIO
NE
Affiliated IAT - TOURIST offices
BACINO TURISTICO DELLA SACCISICA - PIOVE DI SACCO
Office: IAT del Bacino Turistico della Saccisica
Piazza Matteotti, 4
Piove di Sacco - Palazzo Jappelli
Tel e Fax:
049 9709331
Type of information: regarding the municipality and province
E-mail:
turismosaccisica@gmail.com
info@turismosaccisica.it
Map:
VIA
LE E
OM
URO
VIA
ARC
ONI
VIA
CO
RO
MAR
ZETTA
PIAZ
VIA
ZAR
A
O
A
CAT
RIB
MAR
ORIO
VITT
LO
SAU
SAN
FRA
VIA
I
ALD
ROM
GA
EL
GIU
SEP
PE
15
ST
VIA
CA
ARIO
NCE
TEL
CAS
NE
VIA
IO
AZIO
TON
VIA
VIA
NAZ
A N IC O
TTE
I
CHE
VIA
VIA PUNIGA
VIA B AR
PEC
O
ALL
T’AN
CO
DA
TTE
OPO RCHE
BA
VIA
VAI CO’ P
VIA
SLIN
ONV
SAN
JAC
SCO
GAU
LO
VIA
CIRC
VIA
TTA
VIA
VIA BO
PRO
RTE
PA
LE D
EGL
I AL
PIN
LE
CIA
VIN
IELM
VIA
VIA
PIAV
E
LE G
RAZ
IE
ALL
DEL
GL
ONV
NNA
GU
CIRC
ADO
VIA
LE M
AZIO
NE
VIA
VIA
I
OUR ORGANISATION
They have the same characteristics and aims of our head office and
supply more detailed information about their areas.
Office: IAT Battaglia Terme
Via Maggiore (S.S.16 direz. Monselice)
Tel e Fax:
049 9115996
Type of information: regarding the municipality and province
E-mail:
iatbattaglia@gmail.com
Opening times: May - September
EOT
TI
ME
TER
VIA
CCI
LES
SAN
COR
TE S
TAB
ILIN
I
I
A
OM
VIA
C HIOD
ARE
LLI
EU
GA
NE
I
VIC
OL
OD
ELL
A C
HI
ES
A
IOR
MA
VIA
CO
E
ME
16
LE
GG
TER
X
IO
OP
OL
VIC
VIA
LE
SAN
T’E
FOS
LEN
A
SE A
RDE
VIA
VIA
PA
LÙ
INF
ERIO
RE
RTAZZ O
VIA
VIA O
CO
RTE
TEA
TRO
VIA
FRA
ATIN
E
TEL
NE
LE R
GA
VIA
ERV
EU
LI C
LLI
LE A
CO
VIA
LE
I
VIA
MA
DRO
GG
VO
MEU
E
ATT
OM
OM
IOR
NIO
LTA
NTO
COM
VIA
ACH
VIA
LO A
LE R
ILLE
G
RAN
E GIA
VICO
VIA
DI
VIAL
A
Map:
VIA
OUR ORGANISATION
BATTAGLIA TERME
CITTADELLA
IAT Cittadella
Via Porte Bassanesi, 2
Tel e Fax:
049 9404485 - 049 5972754
Type of information: regarding the municipality and province
E-mail:
turismo@comune.cittadella.pd.it
OUR ORGANISATION
Office: Map:
LLA
TE
CO
VIA PIAVE
OS
MP
VIA
LLA
MON
TE C
ENG
RI
VA
D
AS
UB
RI
IO
VA
DE
LG
VIA ROM
VIA
P
EL
VIA COL MOSCHIN
A
ONE
TICA
ELL
TE ASOL
VIA MONTE PER
NT
ANO
BRE
NTE
O BASS
IO
VIA
RA
PP
O
ALCIN
AL C
VIA V
L ‘99
I DE
AZZ
RAG
NERO
ONTE
VIA M
A
A
ESTE
Office: IAT Este
Via G.Negri, 9
Tel e Fax:
0429 600462 - 0429 611105
Type of information: regarding the municipality and province
E-mail:
iateste@virgilio.it
Map:
VI
A
VI
CA
A
M
ILL
O
BE
BA
LD
I
NS
O
GU
ID
O
NE
GR
CO
I
NT
GA
RI
ED
PE
IC
AV
VI
EP
OU
A
GU
ID
O
VI
A
GI
US
R
GA
NA
VEC
CH
IA
A
VI
O
OM
AC
GI
VIA
VI
S
RO
CO
C
LO
M
EZ
ZA
17
AR
M
MO
NA
N
A
CH
SA
NT
’AN
TO
VI
E
A
NI
O
TI
NO
V
IA
AN
VI
DO
A
VI
SA
OLO
TI
OT
TE
AT
M
CO
VIC
A
ER
HI
SC
PE
A
HI
CC
VE
VIA
VIA
BRE
VIA BORG
VIA
VIA MON
LU
NA
VI
NE
PR
GR
IN
GO
DI
TO
RR
VIA
I
CIP
A
VI
EU
MB
ER
TO
E
CA
VI
A
’M
SA
OR
N
I
GI
RO
LA
M
O
Office: IAT Monselice
Via del Santuario, 6
Tel e Fax:
0429 783026
Type of information: regarding the municipality, province and region
E-mail:
turismo@comune.monselice.padova.it
Map:
TT
I
ACCI
VIA
DESTRO
TIR
I
ALI
VIA PETRA
GNI
IVALD
P IA Z
ZA 2
VIA M
ASCA
VIA V
INI
CC
ANCINI
TU
VIA AV
AN
PU
NI
LS
VIA
VI
A
LIN
BEL
VIA TRE TORRI
DE
VIA
HI
O
RR
IFE
ND
MA
VIA
18
V
VIA
M
OR A
ETTI
I
ONIZ
VIA TEATRO
C
IA BRAN
VIA D
RCA
VIA ROMA
CA
RO
RAR
0 SETTEMBRE
PET
I
VIA
VICOLO DELLE MUR
A
VIA
MA
TT
EO
VIA BRUN
VIA ARGINE
RIVIERA BELZON
OUR ORGANISATION
MONSELICE
AR
IO
MONTAGNANA
IAT Montagnana
Castel S.Zeno
Tel e Fax:
0429 81320
Type of information: regarding the municipality and province
E-mail:
prolocomontagnana@tiscali.it
OUR ORGANISATION
Office: Map:
RR
ES
E
RE
CO
SU
D
VI
NV
AL
LA
ZIO
NE
AD
EI
PL
AC
CO
VI
A
M
E
UR
ES
VIA
T
VIA
VI
CAM
AS
VIA
AN
T’A
NT
ON
IO
CIR
ST
AR
MU
PAN
A
19
NE
IO
A
VI
VA
A
CA
VIA
VIA
ER
I
A
ND
CO
SE
ON
IG
A
TT
HE
RG
BE
RC
AL
VIA
SC
VIA
EE
A
IM
VI
TT
UR
AN
GN
TA
D
ON
SU
EO
A
IM
PR
AZ
TT
A
TT
HE
RG
BE
LL
MA
CI
O
A
OM
VI
AC
M
GI
A
A
ER
VI
VIA
IG
A
AL
DE
RE
VIA
MU
SC
NE
IO
AZ
LL
VA
ON
RD
RC
CI
NO
E
UR
M
A
VI
VIA
A
VIA
VI
BOR
GO
VE
TT
ENIA
OR
NO
VIA
PIS
AN
I
AL
TIE
RO
Information and reception
N°
DESCRIPTION
specific
Informative brochures
about tourist attractions in
the province
Upon request we provide the following by mail or email:
• Maps of Padua and its province, Abano Terme
and Montegrotto Terme, the Euganean Hills, etc;
• Tourist brochures and catalogues about Padua
and its province.
• Padova Today
•Lists of all types of accommodation
• Maps and other materials regarding the main
cities in the Veneto, if available.
2 IA
General and detailed
information on cultural
attractions in the province
General information (monuments, events, etc.) or
detailed information (opening times, ticket fees)
on all tourist attractions in Padua and its province.
Information is provided also by telephone.
3 IA
General and detailed
information on tourist
attractions in the Veneto
region
All offices provide general information by telephone
and at front offices. Three regional IAT offices
offer detailed information about regional cultural
attractions.
4 IA
Information on
provincial and regional
enogastronomy
Various materials are supplied, like lists of
restaurants, information on enogastronomic events,
local products, etc.
5 IA
General and detailed
information on all types
of accommodation in the
province
The service is also provided by telephone and via
email. Updated listings are available at our offices.
6 IA
General tourist information
and assistance
Various types of information are provided, e.g.,
means of transport, medical facilities, emergency
numbers, useful phone numbers, etc.
7 IA
Accommodation search
We provide an accommodation search service. Only
the offices in Abano and Montegrotto may book
accommodation via the booking service of the
Associazione Albergatori (Hoteliers' Association) and
the Consortium Abano Montegrotto (AMSì).
OUR SERVICES
1 IA
20
INFORMATION AND RECEPTION
recipients
office
All offices
Anybody requesting information
All offices
Anybody requesting information
Offices:
• IAT Railway station
• IAT Montegrotto
• IAT Monselice
Anybody requesting information
All offices
Anybody requesting information
All offices
Anybody requesting information
All offices
Tourists. Front offices only
All IAT offices
OUR SERVICES
Anybody requesting information
21
ASSISTANCE
DESCRIPTION
1A
We issue the PADOVACARD
OUR SERVICES
N°
specific
The PADOVACARD gives you free admission to
12 museums and monuments including the
Scrovegni Chapel, the Duomo Cathedral and the
Botanical Garden.
Other benefits include
• Reduced public transport fares and parking in
Padua
• Reduced entry fee to 24 museums
• Conventions with tour guides
• Boat cruises
• Reduced rental prices for cars and bikes
• Discounts at affiliated accommodation
facilities
• Discounts in shops
• Intesa Bonus
2A
We issue tickets and
vouchers
Tickets and vouchers may be:
• Pre-bought for concerts, theatre
performances and other events in Padua and
the thermal towns.
• Bought to visit the Scrovegni Chapel
(including pre-booking)
• Bought to visit civic museums
• Palladiocard
• Padua Sightseeing Bus ticket
3A
We activate and issue
PADOVACARDs purchased
online
The front office activates and issues
PADOVACARDs upon receipt of booking.
4A
We issue the CARTA
GIOVANI (youth card) and
sell AGIS coupons
The CARTA GIOVANI entitles you to discounts on
books, tickets, etc. The AGIS coupons entitle you
to discounted cinema tickets.
5A
We manage complaints
about provincial tourism
services
The service helps identify and define complaints,
and forwards them to the appropriate offices.
6A
We manage complaints and
suggestions regarding services
issued by TPTE offices
You can forward complaints directly (see
procedure p. 33)
22
recipients
office
All IAT offices
Anybody upon request
All IAT offices
Anybody upon request
All IAT offices
Students up to 26 years old attending schools
in the province of Padua
All offices
Anybody upon request
All offices
Anybody upon request
All IAT offices
OUR SERVICES
Anybody upon request
23
ASSISTANCE
OUR SERVICES
N°
DESCRIPTION
specific
7A
Internet access
Time-limited Internet access is provided for free
8A
We provide support services
to start B&Bs and rent
serviced apartments (Law
33/2002)
Staff is available
• To help with procedures related to setting up
the business
• To provide management assistance and
consultancy
• As monitoring surveyors
• To enter your business in the official list
9A
C59 Tourist Form
Staff provides information on how to fill in the
C59 form to collect statistical data on tourist flow
10 A
We draw up conventions
with local institutions to set
up tourist information and
assistance offices (IAT)
Upon request, we provide support throughout
the procedure to set up IAT offices.
11 A
We provide various
tourism-related material
You can buy postcards, books, DVDs, gadgets
and guides
12 A
Declaration of presence
This service is only provided by front offices upon
request
24
office
Anybody upon request
IAT Office in Galleria Pedrocchi
Citizens in compliance with legal requirements
Offices in Padua and Montegrotto
Landlords
All Tourist offices
Public institutions
Padua office
Anybody requesting material
Padua office
Tourists
Offices of Padua, Abano and Montegrotto
Terme
25
OUR SERVICES
recipients
Tourism promotion, enhancement and research
OUR SERVICES
N°
DESCRIPTION
specific
1 PV
Sector Library
May be accessed upon request at the head office in
Padua
2 PV
Lectures, sponsorships,
tourist kits, trade show
materials
Sponsorships for events in Padua and its province may
be requested at the head office in Padua, which also
provides tourist kits and materials for lectures and
trade shows. Requests must be submitted at least 10
days prior to the scheduled event. Materials regarding
press releases or other short-notice events are issued
in 1-2 working days.
3 PV
Training on local and
regional tourism and how
to manage related activities
Training and lectures on tourism may be requested.
We arrange partnerships with certified training
institutions, the University and schools.
4 PV
Organisation of press and
educational tours
The TPTE arranges and manages individual and group press
and educational tours on tourism and enogastronomical
topics
5 PV
Design and organisation of
tourism promotion projects
The TPTE promotes and participates in national and
international tourism-related projects
6 PV
Production and printing of
tourism-related materials
The TPTE constantly produces and participates in the
production of advertising material on Padua and its
province
7 PV
Translation of various
materials
Materials of general interest related to public
institutions are translated upon request
8 PV
Support in the production
of tourism-related materials
for other offices
Our staff may produce tourism-related material upon
request
9 PV
Training in companies
The TPTE welcomes trainees from schools, vocational
and updating courses. We also provide material for
degree theses concerning tourism
10 PV
Certificates and awards
We issue certificates/awards to distinguished guests,
citizens and institutions in the tourism industry
11 PV
Data collection and analysis
The TPTE collects and analyses data about the
tourism sector. Data and reports are published in our
website. We also produce customised reports
26
recipients
OUR SERVICES
Students and anybody requesting this service
Accommodation facilities, event and
communication studies, consortiums of
tourism promotion
Schools, national and international operators.
Journalists
Trade only service
Various institutions
Various institutions
Public institutions
Various institutions
Various institutions
Individuals, institutions, accommodation
facilities
Various institutions, accommodation facilities,
citizens
27
ONLINE SERVICES
N°
OUR SERVICES
1SOL
DESCRIPTION
specific
Free download from
www.turismopadova.it
Free download of:
• MP3 audio-guided tours of 5 Paduan
itineraries in Italian/English and of 3
thermal town itineraries in Italian/German.
• Maps of GPS itineraries
• All the TPTE maps and brochures
•Logos of local institutions supporting
tourism promotion
• Press releases
• Statistical data and forms regarding
accommodation facilities (C59, etc.)
2SOL
Free download of
photographs and videos
3SOL
Institutional links and
tourism services for direct
booking
Links to hotel, museum and guided tour
bookings are available on our webpage
4SOL
Tours
On our website, you may:
The service is available with a password issued
upon request
• Find tours
• Download tour maps
5SOL
Find accommodation
facilities
The search engine of our website helps you
find accommodation facilities
28
SPECIAL SERVICES
N°
DESCRIPTION
specific
recipients
Accredited press tour
service
Press and educational
tours are available upon
request. The service
includes accommodation,
assistance, materials and
guides.
Accredited journalists
2SS
Video and film service
The TPTE helps you obtain
authorisation to film and
photograph Padua and
its province. You can also
request assistance for TV
and cinema sets
Institutions/
companies,
production
companies, directors,
TV channels
29
OUR SERVICES
1SS
Service Assessment
SERVICE
ASSESSMENT
TURISMO PADOVA TERME EUGANEE has introduced its own quality
system to eliminate disservice within its organisation and to improve
service quality standards. We focus on 3 main points:
Customer protection and continuous improvement
The TURISMO PADOVA TERME EUGANEE quality system aims to identify
organisational and technical issues by means of:
specific tools;
clear procedures;
timely responses;
clearly defined tasks;
widespread information systems;
The Continuous Quality Improvement Scheme allows our organisation
to respond promptly in critical situations that reduce customer
satisfaction and jeopardise our company environment.
Feedback may come from:
a)outside customers:
Written complaints to be submitted on special forms available at
any of our offices. The forms are forwarded to the management
and a written response is delivered within 20 days. If complaints are
unclear, customers are invited to our offices for clarification.
b)inside customers:
Written complaints are forwarded to the management for analysis
and assessment. If complaints refer to critical situations within the
system, the management takes action compatibly to the resouces
available.
Later, all staff are informed and must conform to the new procedures.
30
Improving service quality standards scheme
1 Customer satisfaction;
2 Company efficiency;
3 Resource enhancement and staff motivation.
Achieved targets scheme
In order to foster customer loyalty and motivate staff, the achieved
objectives must be made public.
There are several communication levels:
Communications to all staff;
Communications to the Board;
Communications to customers.
31
SERVICE
ASSESSMENT
The TURISMO PADOVA TERME EUGANEE reviews the quality of
its services continually to identify and achieve both yearly and
long-term objectives in compliance with the law and professional
ethics.
Each year, management and staff assess the situation and agree
with the Board to improve three main organisational targets:
LEGISLATION
Legislation
This tourism service brochure was written in accordance with the
Directive of the President of the Council of Ministers of 27 January
1994 - Principles concerning public services - and reference is made
to the Decree of the President of the Council of Ministers of 19 May
1995 - General Scheme of 'Public Healthcare Services'.
Further laws are:
Law no. 241 of 7 August 1990
New laws regarding administration procedures and access to administration files.
Decree Law no. 163 of 12 May 1995
Urgent measures to simplify administration procedures
and to improve the efficiency of the public administration.
Law no. 273 of 11 July 1995
Enactment, with modifications, of the law decree no. 163 of 12
May 1995 providing for urgent measures to simplify administration
procedures and to improve the efficiency of the public administration.
Regional law no. 33 of 4 November 2002
The Veneto region: Consolidation act of regional laws regarding
tourism.
Art. 17: certifies that the province provides information, reception,
tourist assistance and promotion activities of its towns.
Art. 20: Provincial offices for tourist information and reception
management and tasks.
32
Facsimile of report/complaint form for services provided by
TURISMO PADOVA TERME EUGANEE
TURISMO PADOVA
TERME EUGANEE
Improvement report
Form
Report/ complaint
Cod.: 6A
Rev.: 01
Complaint
DESCRIPTION
Date Signature
PERSONAL INFORMATION
Surname First Name
Address
City
Tel.
E-mail
I authorise the use of my personal data in compliance with art. 7 and art. 13 of the Legislative Decree 196
of 30 June 2003 "Personal Data Protection Code".
Date
Signature
Submitted on
Operator
Facsimile of report/complaint form for services provided by
TURISMO PADOVA TERME EUGANEE
TURISMO PADOVA
TERME EUGANEE
Improvement report
Form
Report/ complaint
Cod.: 6A
Rev.: 01
Complaint
DESCRIPTION
Date Signature
PERSONAL INFORMATION
Surname First Name
Address
City
Tel.
E-mail
I authorise the use of my personal data in compliance with art. 7 and art. 13 of the Legislative Decree 196
of 30 June 2003 "Personal Data Protection Code".
Date
Signature
Submitted on
Operator
PadovaCard:
The more you use it,
the more you save.
PadovaCard is valid 48 or 72 hours from the start date stamped on it.
It is valid for one adult and one child under 14 years old.
48-hour card: 15,00 € - 72-hour card: 20,00 €
Exclusive benefits of PadovaCard include:
• Free entry to: Scrovegni Chapel-frescoes by Giotto
(except booking fee: € 1,00), Eremitani Museums,
Palazzo della Ragione (the payment of a reduced
ticket is required if the Palace is hosting important
exhibitions at the time of your visit), Piano Nobile
Caffè Pedrocchi and Museo del Risorgimento, San
Michele Oratory, San Rocco Oratory, Botanic Garden,
Baptistery of the Cathedral, Loggia and Odeo Cornaro,
Palazzo Zuckermann, Petrarch’s House in Arquà
Petrarca, International Museum of Artistic Glass in
Montegrotto Terme.
• Free use of APS public means of transportation
both in and around Padua and from Padua to the
Euganean Spas and back.
• Free parking (for cars and motorcars only) at APS
Parking 1 - Piazza Y. Rabin, Prato della Valle
• Reduced ticket to some of the most important
monuments, museums, villas, castles and historical
gardens of the province of Padua.
• Reductions, welcoming cocktail or freebies
in hotels, B&B, agriturismo, restaurants and bars
included in the Card.
• Discounts on shopping.
• Discounts and facilities on various tourist services,
guided tours, hop-on hop-off City Sightseeing Bus,
boat tours, car and bike rentals.
• Discounts to the Teatro Olimpico and other
monuments in Vicenza.
Info: Turismo Padova Terme Euganee - tel. +39 049 8767911
info@turismopadova.it - www.padovacard.it
In collaboration with
www.turismopadova.it
PADOVA
Galleria Pedrocchi
Galleria Cappellato Pedrocchi - 35122 Padova
Tel. 049 8767927 - Fax 049 8363316
infopedrocchi@turismopadova.it
Opening times: Mon-Sat 9.00am - 1.30pm / 3.00 - 7.00pm
Bacino Turistico della Saccisica
Piove di Sacco
Piazza Matteotti, 4 - Tel/ Fax 049 9709331
turismosaccisica@gmail.com - info@turismosaccisica.it
Battaglia Terme
Via Maggiore, 2 - Tel. e Fax 049 9115996
iatbattaglia@gmail.com
Seasonal office, open May-September.
IAT Stazione Ferroviaria/Railway Station
Atrio Stazione Ferroviaria - 35131 Padova
Tel. 049 8752077 - Fax 049 8755008
infostazione@turismopadova.it
Opening times: Mon-Sat: 9.00am - 7.00pm
Sun: 9.00am - 12.30pm
Cittadella
Porte Bassanesi, 2 - Tel. 049 9404485 - Fax 049 5972754
turismo@comune.cittadella.pd.it
Piazza del Santo
Piazza del Santo - 35123 Padova
Tel. 049 8753087
infosanto@turismopadova.it
Seasonal, open April-October
Este
Via G. Negri, 9 - Tel. 0429 600462 - Fax 0429 611105
iateste@virgilio.it
ABANO TERME
Via Pietro D’Abano 18 - 35031 Abano Terme (PD)
Tel. 049 8669055 - Fax 049 8669053
infoabano@turismotermeeuganee.it
Opening times: Mon-Sat 8.30am - 1.00pm / 2.30 - 7.00pm
Sun (high season only) 10.00am - 1.00pm/3.00 - 6.00pm
Monselice
Via del Santuario, 6 - Tel/Fax 0429 783026
turismo@comune.monselice.padova.it
Montagnana
Castel S. Zeno - Tel/Fax 0429 81320
prolocomontagnana@tiscali.it
MONTEGROTTO TERME
Viale Stazione 60 - 35036 Montegrotto Terme (PD)
Tel. 049 8928311 - Fax 049 795276
infomontegrotto@turismotermeeuganee.it
Opening times Mon-Sat 8.30am - 1.00pm / 2.30 - 7.00pm
Sun 10.00am - 1.00pm / 3.00 - 6.00pm
(second Sun each month, high season only)
Riviera dei Mugnai, 8
35137 Padova
Tel. +39 049 8767911
Fax +39 049 650794
info@turismopadova.it
www.turismopadova.it
www.veneto.to
Provincia
di Padova
CREDITS - General coordination: Paolo Pedron - Satef, Stefan Marchioro, Mara Salmaso • Editorial coordination: Luca Crivellaro
• Texts: Daniela Bolzonella, Cristina Gibellato, Gabriella Salmaso • English translation by Elena Calandruccio
• Photographs: Archivio Turismo Padova Terme Euganee,Archivio ADVsolutions srl by Fotolia
• Graphic project and layout: ADV solutions srl • Printed by: Arti Grafiche Padovane