Customer Satisfaction Management “Presentation to CSM working group The way forward “Presentation to CSM working group Paris , 2 October ‘08” Nick Thijs Patrick Staes

overview Defining a strategy context Actors The Primer as starting point Next Steps: the way forward Spreading and widening the (principles of the) Primer Deepening (instruments/techniques) of the Primer 3. Planning CAF Resource Centre at EIPA - 2008

Defining a strategy : 1. Context 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 CSM meeting Mid-term programme 2008 - 2009 Conclusion on the context: positive overall climate towards work on CSM (past and future) CAF Resource Centre at EIPA - 2008

Defining a strategy : 2. Actors DG’s : resolutions & mid-term programme IPSG : positive CSM working group Place on the agenda CAF Resource Centre at EIPA - 2008

Combination of strategical and operational level – theory and practice Defining a strategy : 3. The Primer as starting point “…by this publication the place and the role of citizens/customers in customer satisfaction management is more clear, and public service organisations all over Europe have some practical guidelines on the way to Customer Satisfaction Management.” Combination of strategical and operational level – theory and practice Bringing in practical cases from all over Europe Linking with other EUPAN (IPSG) work / products Work on the Charters Work on QC’s Work on the CAF CAF Resource Centre at EIPA - 2008 Covering (collaboration) various Presidencies !!!

2. NEXT STEPS A project in line with the Mid-term Programme The Mid-term programme 2008 – 2009 states: “In general the work related to Customer Satisfaction Management should be focused on how to use the European Version of the Primer, which will include good practices from Member States. The aim is to demonstrate the relevance of customer focus and the role of the citizens in public service management; including how involvement can be brought about (customer insight techniques). Regarding customer focus, one objective is to improve knowledge about the use of Citizen Charters to help all public institutions dealing with the public.” Spreading and widening the (principles of the) Primer Deepening (instruments/techniques) of the Primer CAF Resource Centre at EIPA - 2008

Customer satisfaction Customer satisfaction THE WAY FORWARD: Spreading and Deepening A. Spreading and widening the (principles of the) Primer B. Deepening (instruments/techniques) of the Primer Customer satisfaction management CAF Resource Centre at EIPA - 2008 Customer satisfaction measurement

A. Spreading the principles CAF Resource Centre at EIPA - 2008

Points of discussion on spreading CAF Resource Centre at EIPA - 2008 How to spread the principles on National level(s) ? on a European level ?

Aggregated table priorities of the techniques B. Deepening the instruments / techniques Aggregated table priorities of the techniques CAF Resource Centre at EIPA - 2008

Some work has been done already (high 3 score) CAF Resource Centre at EIPA - 2008 Some work has been done already (high 3 score) Still a very high demand in collection Good practices ?! Good 3 score/low 4 score

Points of discussion on deepening CAF Resource Centre at EIPA - 2008 Which technique(s)? How to deepen the technique(s) ? Role of CSM group ?

Publication of the Primer for 5QC (English / French) Infoshop at 5QC 3. PLANNING Publication of the Primer for 5QC (English / French) Infoshop at 5QC Future demand (also from CSM working group) on: Spreading and widening the (principles of the) Primer Deepening (instruments/techniques) of the Primer Work during the next presidencies (2008-2009) on spreading and deepening (mid-term planning in line with mid-term plan !!!) 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