Customer Satisfaction Management The way forward “Presentation to IPSG Paris , 24-25 November ‘08” Nick Thijs Patrick Staes

overview EUPAN Work on CSM until now Background of the future strategy Next Steps: the way forward Spreading and widening the (principles of the) Primer Deepening (instruments/techniques) of the Primer CAF Resource Centre at EIPA - 2008

1. EUPAN Work on CSM Past years joint collaboration of Presidencies supported by the CSM working group Product: European Primer (Eng/FR) distributed and presented at 5QC Request from countries to translate in own language CAF Resource Centre at EIPA - 2008

2. Background of the Strategy DG resolution of 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 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).” CAF Resource Centre at EIPA - 2008

3. The Way Forward: Towards an Strategy on CSM The 2 strategic lines are: Spreading the principles of the European Primer and the different European good practices In-depth elaboration (deepening) of the European Primer on specific topics The 3 approaches are Strategic level approach focussed on top management and the policy level Tactical level approach focussed on line managers, experts, quality managers, customer relation managers, …, practitioners Operational level approach focussed on line managers, experts, quality managers, customer relation managers, …, practitioners Guiding principles in the future work should be: Result-orientation, focussing on clear visible outputs Link with EUPAN mid-term programme Both on Strategical and operational level. CAF Resource Centre at EIPA - 2008

STRATEGY ON SPREADING CAF Resource Centre at EIPA - 2008

SPREADING Strategic level approach focussed on Top management Aim: Vision development “Customer satisfaction management and the added value for the performance of the organisation” Practical: second day meeting after the DG meeting in Prague (Summer 2009) . DG’s invite colleague DG’s. CAF Resource Centre at EIPA - 2008 Comments from CSM Group - broad focus on the topic , NOT pure expert session , but open / interactive discussions focussing on high level , EUPAN DG’s + DG colleagues resulting in framework for EUPAN work and added value Proposed Decision: Approval from the CZ presidency proposal at DG meeting end of 2008

SPREADING 2. Tactical level approach Proposed Decision: Aim: Spreading the principles towards experts / line managers / practitioners Practical: large European event/conference (beginning of 2010) spreading the principles and the knowledge in the Primer to a larger audience Develop regional / thematical workshops, seminars / events in 2009-2010 to share ideas and practices between the countries National Activities in 2009-2010. The different countries decide how to spread the principles at national level and what is the best strategy to do this CAF Resource Centre at EIPA - 2008 Comments from CSM Group Event at European level can be usefull, but seperated or integrated in 6 QC? Interest in regional / thematical workshops/seminars (demand driven) Proposed Decision: 1. Do we want an separated event on CSM in the beginning of 2010 ? 2. What will be the approach for the regional / thematical seminars

3. Operational level approach SPREADING 3. Operational level approach The development of a Website / portal pages at EUPAN Information for people who are looking for interesting information language versions of the primer links, info cutting edge cases CAF Resource Centre at EIPA - 2008 Comments from CSM Group - Ok, but be aware of resources Proposed Decision: webpage EUPAN input from the MS EIPA willing to do the management

STRATEGY ON DEEPENING CAF Resource Centre at EIPA - 2008

DEEPENING CAF Resource Centre at EIPA - 2008 Source: EIPA, Report on the Eupan Customer Insight Questionnaire, Prepared on behalf of the Portuguese Presidency for the IPSG meeting 15-16 November 2007, Lisbon, p.37.

DEEPENING 1. Guidelines for customer satisfaction measurement a handbook combined with cases and experiences from the different member states. Aim: concrete product will be delivered by the end of 2009, which is in line with the EUPAN strategy and the mid-term programme. EIPA is willing to take the lead in this work, being supported by the member states in giving feedback, providing info and useful cases and material. 2. Topical networks Small groups of countries can work together on other, commonly defined, interesting topics. These groups report during the meetings and come up with visible products and results. CAF Resource Centre at EIPA - 2008

DEEPENING 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

Comments from CSM Group What should be the level of detail ? What is already excisting? Creation of learning team on guidelines? 2. Learning teams / topical teams must result in output CAF Resource Centre at EIPA - 2008 Proposed Decision: learning team on customer satisfaction management if questions/demands on other topics launch of little teams

Contact 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