EUPAN DG-Meeting Innovative Public Services Group (IPSG)

Working Areas Mid-Term Programme Common Assessment Framework (CAF) 5th European Quality Conference Customer Satisfaction Management Citizen Charters Good Practices Cooperation Expert Conferences DG-/ Ministers Resolution

1. Mid-Term Programme I Results of the survey and discussions within IPSG: The next MTP should reconsider the role of EUPAN, its vision, priority topics and the working structures. Priorities of the next MTP and of the future work of IPSG should take into account the Lisbon Strategy. IPSG should strengthen its orientation towards outputs aiming to practical products and meeting citizens’ needs. IPSG work was also important to foster the transfer of knowledge.

1. Mid-Term Programme II In the future, it should focus on issues such as citizen charters, customer satisfaction management and other crosscutting issues. EUPAN groups should further deepen their cooperation. The MTP should be utilized to optimize the structure of EUPAN and to develop new ways of working. Its structure should constantly adapt to the content of its work. The trustful personal relationships between IPSG members represents an important value in itself. New working methods and organisational structures should try to preserve those close contacts.

1. Mid-Term Programme III Other suggestions for future activities of IPSG: Participative policy making and evaluation Sharing of experiences (QC, awards, best practices) New forms of service delivery and performance management at organisational level Demographic change Knowledge management

2. Common Assessment Framework (CAF) I CAF Action Plan 2007-2008 General Action Plan is based on national action plans The main objectives are: to support or assist Member States in promoting and spreading the use of CAF at national level to promote the use of CAF at European level to support all organisations interested in the use of CAF

2. Common Assessment Framework (CAF) II The 3rd CAF European Users’ Event It will take place in Lisbon, Portugal, on 11 and 12 October 2007 under the motto “CAF inspiring change”. Goal of 2010 CAF users by the year 2010 EIPA needs IPSG support for promotion of CAF utilization.

2. Common Assessment Framework (CAF) III CAF video/movie The purpose of the video is to show the benefit of CAF, amongst others via life experiences. CAF “validation” The aim of the external feedback is to respond to real needs of public sector organisations. A Sub group is focusing on (1) process validation and (2) peer evaluation. CAF eTool CAF eTool was referred to as a very successful instrument. It is already available in English, French and Dutch. Translations to Polish and Latvian are planned. Further translations are to follow.

3. 5th European Quality Conference I The 5th European Quality Conference will be held in Paris on 20-22 October 2008. The conference will focus on “The citizen at the heart of public quality”

3. 5th European Quality Conference II Sub-topics: - Improving citizens’ lives (focus on delivering public services) - Citizen Participation as a driving force for public quality (focus on quality process) - Taking new key social issues into account (focus on societal quality) - Beyond the citizen, involving all stakeholders for quality (focus on an all-inclusive quality system)

4. Customer Satisfaction Management Policy Paper has been finalized Further Work Paper on the basis of UK Guidelines on Customer Insight to be developed during 2007 Proposal on the development of further guidelines will be presented to the next DG meeting, including a workplan and budget

5. Citizen Charters Policy Paper concerning Citizen Charters has been finalized Many Member States are already applying the Citizen Charter as a tool to foster citizen and service orientation at different levels of government.

6. Best Practices Best Practices of the New Member States were presented: - Strategic objectives in Romanian Public Administration Reform - State Administration Reform in Bulgaria

7. Cooperation At the second IPSG-Meeting: HRWG and e-gov Working Group EGPA European Public Sector Award (EPSA): Bertelsmann Foundation, EGPA and Speyer University www.eps-award.eu

8. Expert Conferences and IPSG-Meetings Expert Conference on „Strategic Management at the national level“, Berlin „Demographic Change – Challenge for the Public Sector“, Bonn Documentations on the conferences will be available in autumn 2007

9. DG-Resolution IPSG Innovative Public Service Group (IPSG) An integrated strategy should be developed for the following areas: ensuring customer satisfaction, guaranteeing high-quality public services (Citizen Charters) and good practices. It should also serve as the basis for further developing the Common Assessment Framework (CAF) and implementing it throughout Europe; it should also be taken into account when preparing the 5th Quality Conference under the French Presidency in 2008. The main theme of the conference will be “The citizen as the main focus of quality-oriented public administration” and will particularly focus on citizen involvement and association in quality-oriented public administration. In this context also best practices in meeting the challenges of demographic change should be presented.

Thank you for your attention!