International Conference on Implementation of the Common Assessment Framework Thessaloniki, on 10 & 11 June 2010 CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges Government of the Azores Vice-Presidency Hélio Dias CAF and SIADAPRA Regional Coordinator

Regional Administration of the Azores – Context and Government Structure (2 slides) CAF Enforcement in the Regional Administration of the Azores – Strategy (4 slides) CAF Enforcement in the Regional Administration of the Azores – Results (4 slides) Quality measured by CAF in a holistic context of measuring the organizational and individual performance – Challenges (5 slides) CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges - Introduction 2 Summary

Azores is a Portuguese archipelago, in the Atlantic Ocean, composed of nine islands The Autonomous Region of Azores is one of the two autonomous regions in Portugal Population: inhabitants Regional administration workers: (represents 15% of the azorean workforce) CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges - Context 3

4 CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges - Government Structure 4

5 9th Azores Regional Government Programme ( ) Regional Plan for Quality Promotion in Public Services Companies (Self) Assessment Citizens AssessmentAudit Citizenship Public Service Strategic Vectors CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges - Strategy

Government Regulation nº 2/2006 Order to create Quality Promotion Groups Obligation of Self-Assessment in each organization Periodically schedule Regional Executive Law (DLR nº 29/2005/A) Self Assessment for Regional Educative Sector (QUALIS) To adapt CAF examples to Public Educative Sector Obligation of Self-Assessment in all public schools of Azores Periodically schedule 6 Few experiences with CAF in some services Regional Legislative Law – DLR nº 14/2008/A New System of measuring performance in the Azores Autonomous Public Services: Integrated System for Management and Evaluation of the Performance for Public Regional Administration of the Azores (SIADAPRA) CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges - Strategy 6

General Coordination Government Vice-Presidency Regional Directorate for Organization and Public Administration General Coordination Government Vice-Presidency Regional Directorate for Organization and Public Administration To attend the implementation of CAF, permanently coordinating with the Quality Promotion Groups To train all members of the Quality Promotion Groups and Self Assessment Teams, in : 20 training sessions - 12h (363 participants) 1 Workshop (163 participants) CAF Manual for regional administration (available at considering the specificity of the azorean strategy To follow up the Improvement Actions Plans CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges - Strategy 7

Department Coordination Quality Promotion Groups - 8 Department Coordination Quality Promotion Groups - 8 (Self) Assessment Teams (EAA) – 155 [CAF Qualis (Schools) – 38] (Self) Assessment Teams (EAA) – 155 [CAF Qualis (Schools) – 38] To follow up the implementation To coordinate the Self Assessment Teams To follow up the Improvement Actions Plan To report to General Coordination the Improvement Actions Plan in a quarterly basis To develop the Self Assessment in each Organization To prepare the Improvement Action Plans To send the Final Report to the Department Coordination CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges - Strategy 8

Self Assessment Organizations - Results CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges - Results 9

Improvement Actions Identified CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges - Results 10

Balance of the 316 Identified Improvement Actions ImplementedIn ExecutionTo be started Total CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges - Results 11

Objectives Achieved Overall collaborators involvement in the Improvement Process Discovery of the strengths and improvement areas Measurement of the progress over time, through periodic self- -assessment Integration of various quality initiatives into normal business operations Management by processes and facts Knowledge of the direction to follow for improvement activities Self Assessment, the first step to execute the Integrated System for Management and Evaluation of the Performance for Public Regional Administration of the Azores CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges - Results 12

Future Challenges To implement the new System of measuring performance in the Azores Autonomous Public Services To apply CAF on the context of the new system Compare results (benchmarking) and experiences (Benchlearning) CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges - Challenges 13

CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges - Challenges SIADAPRA 1 Measuring Organizational Performance SIADAPRA 2 Measuring Individual Managers Performance SIADAPRA 3 Measuring Individual Workers Performance SIADAPRA 3 subsystems QUAR (Evaluation and Responsibility Chart) BSC Activities Plan CAF or Qualis Performance Evaluation Form Excellent Performance Good Performance (only 20% could be Relevant in each annual management cycle, 5% of these could be recognized as excellent Satisfactory Performance Non Satisfactory Performance Excellent Performance Relevant Performance (only 30% could be Relevant in each annual management cycle, 5% of these could be recognized as excellent Satisfactory Performance Non Satisfactory Performance Excellent Performance Relevant Performance (only 30% could be Relevant in each annual management cycle, 5% of these could be recognized Satisfactory Performance Non Satisfactory Performance Evaluation Performance in the end of each year cycle Tools Methodologies Instruments 14

How are services evaluated in each annual management cycle? By results obtained Results of effectiveness Results of efficiency Results of quality By internal Quality processes implemented Implementing action plans provided by a process of quality tools application, in particularly CAF. By internal and external recognition Workers Satisfaction Clients Satisfaction Internal and external audits Certification and accreditation processes Government Member recognition CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges - Challenges SIADAPRA 1 - Measuring Organizational Performance 15

Criteria – Total Quality Management PointsLevel 1One of these two situations are observed: 1) the service already applied once the CAF or Qualis. The service was already involved once by the process. 2One of these two situations are proved: 1) the service applies on present annual management cycle self-assessment using CAF; 2) the service was involved in a process of self-assessment using CAF on present annual management cycle ; 3) The service is in a process of implementation of improvement actions in a sequence of CAF application. 3The service proves that has already applied CAF more than once. The last application demonstrates that the service presents an insignificant evaluation relatively to the penultimate CAF application. 4The service proves that has already applied CAF more than once. The last application demonstrates that the service presents a positive evaluation relatively to the penultimate CAF application. 5The service proves that has already applied CAF more than once. The last application demonstrates that the service presents a significant / expressive evaluation relatively to the penultimate CAF application. 6The service proves that has already applied CAF more than once. The last application demonstrates that the service presents a significant / expressive evaluation relatively to the penultimate CAF application. In addition it was realized one benchmarking or benchlearning action with an homologous service. 7The service proves that has already started a process of certification based on a recognized national or international methodology. 8The service proves that it is finalizing a process of certification based on a recognized national or international methodology. 9The service proves that it is already certified by a recognized national or international methodology. 10The service proves that has already started a process to run for a second level of process of certification based on a recognized national or international methodology. CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges - Challenges 16

Which are the directly main consequences of being excellent in each annual management cycle? The services with best results obtained and quality processes implemented could expect being recognized as Excellent on that annual management cycle inside of their Government Department. Services with Excellent performance in an annual management cycle, are authorized to increase their relevant and excellent percentages for managers and workers performance to 40% and 10% respectively in the new annual management cycle, with practical effects on their professional careers. CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges - Challenges SIADAPRA 1 - Measuring Organizational Performance 17

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