Innovative Public Services Group Workplan Europe is full of colours and variety. Innovative Public Services Group Workplan DG Troika Friday, 24th March 2006

Common Assessment Framework Customer Satisfaction Agenda Common Assessment Framework Customer Satisfaction 4QC Tampere

Common Assessment Framework Customer Satisfaction 4QC Tampere

The Common Assessment Framework The CAF provides a simple, easy-to-use framework, which is suitable for a self- assessment of public sector organisations. The CAF is offered as a tool to assist public sector organisations across Europe to use quality management techniques to improve performance. The nine-box structure identifies the main aspects requiring consideration in any organisational analysis. Compared to a fully developed Total Quality Management model, the CAF is a "light" model, suitable especially to get an initial impression of how the organisation performs.

CAF 2006 – work in progress Items Structure and introduction to the criteria Scoring Examples Guidelines (implementation & action plan) Validation Other: glossary, general introduction Results are differentiated between external (outputs and outcomes) and internal (process and financial)

CAF Revised Version 2006 Basis Experiences from the 900 Applications to date CAF-survey during the Luxembourg Presidency Progress in Public Management Science New or strengthened elements Ethics Participation Innovation Accountability Modern controlling and accounting systems European values

Brochure „CAF Works“ How did the implementation of CAF lead to better results for the citizens/clients? Aims to show public administrations in Europe that CAF matters and to convince them to try it out. to provide CAF-users and those public administrations which are interested in CAF with information to find partners for bench learning. How? Publication of approx. 100 pages. 1 to 3 cases per Member state that has CAF users. 2 pages for each organisation. It will also be used as input to the good practice database of the EIPA CAF resource centre

CAF Works – geographical distribution Austria: 3 Belgium: 3 Czech Republic: 2 Denmark: 2 Estonia: 1 Finland: 1 France 1 Germany: 3 Hungary: 1 Italy: 2 Norway: 1 Poland: 2 Portugal: 3 Slovenia: 1 Slovakia: 1 Spain: 2 30 cases from 16 countries

Common Assessment Framework Customer Satisfaction 4QC Tampere

Customer Satisfaction Newcastle, December 2005: Final Resolutions of the 45th Meeting of Directors General Responsible for Public Administration: ...The IPSG group should take the customer satisfaction work, initiated by the UK Presidency, forward with a view to realising the potential for greater collaboration across member states on customer satisfaction measurement and with the aim of suggesting common tools/methods. Recommendations should be made to the DG meeting to be held during the Austrian Presidency. Foundation of a working group with interested countries Overview of the state of art of CSI within the MS

Proposed Project Schedule Orientation Analyses of the Status-quo and Future Development Integrated Study Design Pilot and Empirical Testing Kick-Off and first screening of the subject during the British Presidency Step 1: Basic research from literature and acedemic point of view Prototyp: Questionaire and Study Design Getting Committment for an integrated approach within the EU-members Project development and funding of a cross-national market-research project First empirical testing and project evaluation Bench-Learning and sharing results Learnings and evaluation of the prototyp instrument Joint analyses of different approaches of national measurement concepts and results in the EU Step 2: Case Study: Analysis of study- designs and questionaires from EU-countries Final report on the status-quo and ways of further development towards an integrated cross-national measurement concept for customer satisfaction Project Management and Coordination Desk-Research, meetings within the international service group, empirical testing and market research 07-12/2005 01-06/2006 07-12/2006 01-06/2007 ongoing

Customer Satisfaction Common Assessment Framework 4QC Tampere

4QC - Building Sustainable Quality Registration Pre-registration has started (21st of October 2005) Registration starts 21st of April 2006 For DG’s by invitation NOT through website Complete conference programme to be published on the 21st of April 2006. Best Practice Workshops Critical friend initiative Scientific rapporteurs Facilitators for each workshop The main theme of the 4th Quality Conference for Public Administrations in the EU is “Building Sustainable Quality”. In order to form a coherent conference the programme is built on four sub-themes considered to be key elements of Building Sustainable Quality. These four sub-themes form a framework for plenary sessions and agoras:

4QC – Keynote Speakers Sari Baldauf, formerly a board member of Nokia company Henri Plagnol, consellier d’etat, France Werner Wutscher, Secretary General, Austria Miroslav Beblavy, state secretary, Slovakia Siim Kallas, vice president of the commission, EU Ulla-Maj Wideroos, co-ordinate minister of Finance, Finland William Heath, chairman, Kablenet Lee Myuk Bag, Mayor, Seoul, Korea Geraldine Keegan, (TBC) Russian speaker (TBC) Secretary General, OECD (TBC) The main theme of the 4th Quality Conference for Public Administrations in the EU is “Building Sustainable Quality”. In order to form a coherent conference the programme is built on four sub-themes considered to be key elements of Building Sustainable Quality. These four sub-themes form a framework for plenary sessions and agoras:

Thank you for your attention! Michael Kallinger, IPSG Chair Federal Chancellery

CAF 2006 - Timeframe CAF Experts Meeting January February March April Vienna: 16-17/03/2006 Scoring + formula for transfer 2002-2006: discussion and final decision Examples: discussion on the base of the final proposal from Austria and Slovakia, Introductory text January February March April May June Technical Working Group CAF RC, AT, BE, CZ, DK, ES, HU, IT, PT, SK, Speyer and EFQM Vienna: 24/04/2006 Guidelines CAF SA and improvement planning, Text Bench learning, Glossary

CAF Works - Timeframe January February March April May June Suggestion of 5 CAF- Users per member state until 15/10/2005 by CAF-Correspondents Presentation in the CAF-Working Group in Vienna on 16-17/03/2006 January February March April May June Selection of the cases for the publication until 30/1/2006 by EIPA and Austrian Presidency First draft of the publication

4QC – Building Sustainable Quality The conference should be balanced equally for policy and practitioner delegates. Critical friend pairings assure the quality of best practice presentations. The main theme of the 4th Quality Conference for Public Administrations in the EU is “Building Sustainable Quality”. In order to form a coherent conference the programme is built on four sub-themes considered to be key elements of Building Sustainable Quality. These four sub-themes form a framework for plenary sessions and agoras:

4QC – Key Deadlines January February March April May June July/August 15.1.2006 Deadline for nomination of BP´s 31.3.2006 Final deadline for delivering full descriptions of BP’s 30.6.2006 Deadline for reserving Stands 1.9.2006 Deadline for registration January February March April May June July/August September 17.2.2006 Deadline for nominating facilitators 4/2006 Final Programme Registration opens 27.9.-29.9. 2006 Conference

4QC – Building Sustainable Quality 27.-29. September 2006 in Tampere, Finland STRATEGY Delivering Strategy – from vision to doing PERFORMANCE Ensuring Productivity – from anecdotes to real impacts CITIZENS Fostering responsiveness – from self-sufficiency to committed interaction The main theme of the 4th Quality Conference for Public Administrations in the EU is “Building Sustainable Quality”. In order to form a coherent conference the programme is built on four sub-themes considered to be key elements of Building Sustainable Quality. These four sub-themes form a framework for plenary sessions and agoras: KNOWLEDGE Managing Knowledge – from files to know how

Customer Satisfaction 4QC Tampere Revised Version “CAF 2006” CAF Works (brochure) Customer Satisfaction Eupan.org

Eupan.org Background EPAN-groups (including the CAF-Resource-center at EIPA) already use or run a number of websites/databases: CAF-section of EIPA-website including CAF-database Sites for quality conferences including best-practice-databases www.egob-goodpractice.org Circa to clarify the possible additional value, that Eupan.org might create to evaluate different possible stages of development. Goal

Eupan.org – 2 Models Model A A portal with rather fix/limited content, update every 6 months Model B Lively Website with up-to-date articles on important aspects of PA-modernisation in Europe, including articles about instruments and Practice case descriptions; content updated/changed on a monthly basis