Human Resources Working Group Monday, 6th February 2006 Europe is full of colours and variety. IPSG Workplan Human Resources Working Group Monday, 6th February 2006

Innovative Public Services Group- Agenda Revised Version “CAF 2006” Brochure “CAF Works” Customer Satisfaction 4QC Tampere

Customer Satisfaction Revised Version “CAF 2006” Brochure “CAF Works” Customer Satisfaction 4QC Tampere

Improvements 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

New Scoring System, Restructuring Old System: Score from zero to five New system: 0 - 10 Do not know. No evidence. Anecdotal evidence of an approach 15 – 30: PLAN The approach is planned taking into account customer/citizens needs and expectations. Objectives are clearly defined. 35-50: DO Previous + The process to develop the approach is well defined and implemented where appropriate in the organisation. 55-70: CHECK Previous + The approach is evaluated through relevant indicators. 75-90: ACT Previous + Comparison with other organisations has been made. Opportunities of improvement are identified and improvements are made. 95-100: PDCA Previous + Improvements are prioritized, implemented and rightly integrated into the organisation. New scoring system is also available for the results panel

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

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 - Structure of Questionnaire Presentation of the organisation Results Selection of results criteria Description of selected results and their measurement Description of links to the enabler criteria Description of the improvement action that followed the CAF application CAF-self-evaluation process (how, who, how often…) Lessons learned (obstacles and challenges) and transferability. Contact Details (plus website)

CAF Works – practice cases Austria: 3 Belgium: 3 Czech Republic: 2 Denmark: 2 Estonia: 1 Finland: 1 Germany: 3 Spain: 2 Hungary: 1 Italy: 2 Norway: 1 Poland: 2 Portugal: 3 Slovenia: 1 Slovakia: 1

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

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

 The Instrument  Main Content  In addition List of issues to be considered as “important” for a satisfying contact to public administration This list should include a double rating scale for: expected and experienced quality How important is this special issue (friendly behaviour, flexibility, correctness ect.) How was it experienced during the last contact with an office  Frequency of contacts  Main reasons for contacting offices Which sectors/agencies were contacted  How did the contact take place Overall rating of experiences with public administration Optional:  questions on e-government General attitude towards public service 

Candidates for Participation MS are invited according to cultural diversity and internet penetration within the country. The Troika Members are already involved in the discussion. ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?

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

4QC – Building Sustainable Quality STRATEGY Delivering Strategy – from vision to doing PERFORMANCE Ensuring Productivity – from anecdotes to real impacts CITIZENS Fostering responsiveness – from self-sufficiency to committed interaction KNOWLEDGE Managing Knowledge – from files to know how 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: Complete conference programme to be published on the 21st of April 2006.

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

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