Several crises in many countries of the world are causing large migratory fluxes towards the most
developed countries. The importance of migrants’ reception, acceptance and integration is
increasing. The last phase of migration process concerns migrants’ integration, i.e. the process that
start with migrants being accepted in the hosting country and end with migrants being completely
integrated, i.e. autonomous both from an economic and a social point of view. Since this integration
process is being slow and difficult, this research has two main objectives. The first one is to explore
all the operations conducted by the organisations involved in the migrants’ integration process; the
second one is to investigate about all the organisational factors that may have an impact on the
integration process, with the purpose of improving it. Improving the integration process means
being able to deliver services that are adequate to satisfy the migrants’ needs and expectations.
With this exploratory purpose, two case studies have been conducted, in which two organisations
involved in delivering services for migrants’ integration were analysed. At the end of the case
studies analysis, a final framework was developed. It was found that the most important factors
affecting the migrants’ integration are related to organisational capabilities, practices related to
services co-design and co-creation, cooperative networks with other organisations and contextual
factors like the social context in which they operate. The theoretical background about cooperative
networks and operational improvement programs was crucial in order to identify these
organisational factors that affect migrants’ integration