Customer Satisfaction Management “Presentation to CSM working group The Primer & 5 QC “Presentation to CSM working group Paris , 2 October ‘08” Nick Thijs Patrick Staes

State of affaires of the Primer document overview Picking up the work: background what happened after our last meeting (April 2008) State of affaires of the Primer document Customer Satisfaction at the 5QC Info shop CAF centre CAF Resource Centre at EIPA - 2008

1. Background – where do we come from ? DGs’ resolution of May 2006 : collection of best practices and the preparation of guidelines for questionnaires to measure customer satisfaction During the Austrian (first half 2006), Finnish (second half 2006) and German (first half 2007) Presidencies, initiatives were taken to address these aspects and decision to broaden the topic CAF Resource Centre at EIPA - 2008 Customer satisfaction management Customer satisfaction measurement

Portuguese Presidency (second half 2007) : (1) Customer Satisfaction Expert Group of IPSG agreed getting an overview across member states (study) (2) Creating an EU version of the UK primer (Cabinet Office 2006) Presentation of Draft version of the European Primer at CSM meeting (3 April 2008 in Ljubljana) CAF Resource Centre at EIPA - 2008

... in the meantime: discussion & decision moments 3 April 2008 CSM working group : discussion on first draft version of the primer update with remarks from the group ask for extra cases present and ask for approval at IPSG & prepare final document for 5 QC 12-13 May 2008 IPSG meeting (Brdo) final remarks: Eupan logo, Not EU but European DG resolution May 2008 : “the DG’s greatly appreciate the significant work done in this area” ... “{the dg’s} support the intensions of expanding the document at the political/policy level to foster further development in this area” 10-11 July 2008 IPSG meeting (Paris) link with 2008-2009 mid-term plan “work related to CSM should focus on how to use the European version of the Primer” Spreading and Widening Deepening The CSM project is a long-term project development of strategy on CSM during October meeting CAF Resource Centre at EIPA - 2008

2. State of affaires of the document English document has been “lay outed ” and is “in print ” French Presidency translated the document into French French version is “lay outed ” and is “in print ” European Primer (Eng/FR) will be distributed at 5QC Request from countries to translate in own language website: www.eipa.eu/satisfaction cases different language versions useful links and info ... CAF Resource Centre at EIPA - 2008

3. Customer Satisfaction at the 5QC Formula: Info shop at 5QC When : Monday 20 October 14.15 - 15.45 What and how: - intro on the topic - 3 presentations - national approach - project application - case at organisational level CAF Resource Centre at EIPA - 2008

Programme / Script: Introduction “The European Primer on customer satisfaction management” Nick Thijs: Researcher European Institute of Public Administration – EIPA (NL) “How to measure Customer satisfaction” Helen Begley: Transformational Government - Cabinet Office (UK) “A methodology of Customer Satisfaction Management, the Luxembourgish model” Nadine Hoffmann : Ministry for Civil Service and Administrative reform (LU), Thierry Hirtz : Public Research Centre Henri Tudor (LU) “Customer satisfaction management in the Swedish road administration” Carin Ahnlund: Responsible for the customer segment Swedish road administration (SE) CAF Resource Centre at EIPA - 2008

3. Customer Satisfaction at the 5QC Formula: CAF Centre at 5 QC “CAF and the new role of the citizen” When : Tuesday 21 October 11.00 - 12.40 What and how: Presentation on the European Primer with special attention on the changing role (co-co-co-co story) (10 min) A case illustrating and using different techniques  (30 min ) another case making the link with CAF on the general message "when using CAF we got an insight in the different roles citizen/customers can play and in our actionplan we launched this and this action" (30 min ) overwiew on the links with the CAF", final chapter from the primer. (10 min)  final question round at the end (20 min)  CAF Resource Centre at EIPA - 2008

Programme / Script Questions and answers ”Towards Customer Satisfaction Management: The changing role of the citizen” Nick Thijs – Eipa (Nl) ”Direct Customer Feedback System in The Social Insurance Institution” Heli Knihti - The Social Insurance Institution (Finland) ”Citizen / Customers in the focus of the City of Madrid” José Maria Meneses Castillo - City of Madrid (Es) ”Citizen/customers and the management of satisfaction in the heart of the CAF”  Questions and answers moderated by Katju Holkeri (Fi) CAF Resource Centre at EIPA - 2008

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.eu http://www.eipa.eu/CAF