Patrick Staes Nick Thijs Report on the EUPAN CUSTOMER INSIGHT QUESTIONAIRE Prepared on behalf of the Portuguese Presidency for the IPSG meeting 15-16 November, Lisbon Patrick Staes Nick Thijs

Question 2.1. How relevant is the topic of Customer Insight to the public administration agenda in your country? CAF Resource Centre at EIPA - 2007

Question 2.2. To what extent is the citizen/customer actually seen as playing any of the following roles in public sector affairs in your country? CAF Resource Centre at EIPA - 2007

Question 2.3. To what extent are future plans in place to allow the citizen/customer to play the following roles in public sector affairs in your country? CAF Resource Centre at EIPA - 2007

CAF Resource Centre at EIPA - 2007

CAF Resource Centre at EIPA - 2007

CAF Resource Centre at EIPA - 2007

Level of commitment in development? Development of an EU version of the UK Primer document? Level of priority? CAF Resource Centre at EIPA - 2007 Level of commitment in development?

Availability today +/- (good score on 3, low on 4) CAF Resource Centre at EIPA - 2007 Availability today +/- (good score on 3, low on 4) High request / demand for materials Availability of existing good practices is low

Some work has been done already (very high 3 score) CAF Resource Centre at EIPA - 2007 Some work has been done already (very high 3 score) Still a very high demand Good practices ?! Good 3 score/low 4 score

Low availability today High interest in developing materials CAF Resource Centre at EIPA - 2007 Low availability today High interest in developing materials Very low score on likeliness of providing good practices

availability today +/- (flat line) CAF Resource Centre at EIPA - 2007 availability today +/- (flat line) demand for development +/- (high score on 3 / low on 4) good practices +/-

Very low available today Demand ? (low scores on 3 and 4) CAF Resource Centre at EIPA - 2007 Very low available today Demand ? (low scores on 3 and 4) good practices very low

availability today +/- (low score on 4) CAF Resource Centre at EIPA - 2007 availability today +/- (low score on 4) high demand for development (3 & 4) good practices +/-? (low score on 4)

not much available very high demand low good practices CAF Resource Centre at EIPA - 2007 not much available very high demand low good practices

Some work has been done here (high score 3 and 4) CAF Resource Centre at EIPA - 2007 Some work has been done here (high score 3 and 4) Demand for development still existing Cases available

Some knowledge and expertise available high interest for development CAF Resource Centre at EIPA - 2007 Some knowledge and expertise available high interest for development some good practices can be provided

Aggregated table priorities of the techniques Overall picture on demand Aggregated table priorities of the techniques CAF Resource Centre at EIPA - 2007

Priorities: Rank the priorities CAF Resource Centre at EIPA - 2007

Contact CAF Resource Centre Patrick Staes – Nick Thijs – Ann Stoffels – Lena Heidler European Institute of Public Administration (EIPA) Public Management and Comparative Public Administration Unit O.L. Vrouweplein 22 NL - 6201 BE Maastricht Tel.: +31 43 3296 253 E-mail: caf@eipa-nl.com http://www.eipa.eu/CAF