Second Meeting of the EUPAN Troika Secretariat Monday, 26 November 2007 Lisboa  Portugal IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon Summary Agenda Results of the Extended Troika DG meeting 4QC Evaluation 5QC Customer Satisfaction Management CAF EUPAN Groups EUPAN MTP 2008/2009 & Working methods IPSG Work Programme Final Balance IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon I. Agenda – 2nd meeting IPSG Thursday, 15th November 9.30 - 9.45 Opening of the meeting Welcome words General information Minutes of last meeting in Lisbon 9.45 – 10.00 Results of the Extended Troika DG meeting in Lisbon (October) 10.00 – 10.30 4CQ impact evaluation 11.00 – 12.30 5th Quality Conference 12.30 – 13.00 Customer Satisfaction Management 14.30 – 15.00 Human Resources WG - Information e-Government WGs - Information 15.00 – 16.15 EUPAN MTP 16.30 – 17.30 IPSG Work Programme IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon I. Agenda Friday, 16th November 9.15 - 10.00 Summary of conclusions from previous day’s proceedings and approvals 10.00 - 10.45 EUPAN Handbook EUPAN Newsletter 11.15 – 11.45 CAF Activities 11.45 – 12.00 Information on Effective Management Award 12.00 - 12.10 Final Balance of the PT Presidency 12.10 – 12.30 Next IPSG meeting 12.30 – 12.40 Any other business IPSG Meeting – 15, 16 November – Lisbon

II. Results of the Extended Troika DG meeting 30 October 2007 Were presented the main conclusions of the meeting. Some debate around the EUPAN structure, the need for close co-operation between WG’s and the new working methods (LT, common workshops…). IPSG Meeting – 15, 16 November – Lisbon

III. 4QC Evaluation (PT responsibility) During the second IPSG meeting were presented the final report, the conclusions and recommendations for futures QC. The objective of the assessment was to analyze the impact of the Conference in participants work activities as practitioners or decision-makers. The study was based on questionnaire applied to all 4QC participants (more than 400 respondents). IPSG Meeting – 15, 16 November – Lisbon

III. 4QC Evaluation (PT responsibility) The report was welcome by MS; General agreement on the recommendations; Acceptance that the recommendations will be take in good consideration for 5QC (as much as possible) and mainly for 6QC. IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon IV. 5QC (Paris 2008) Agenda BP workshops organisation (manual) Agoras organisation (manual) Dedicated sessions Demographic challenge Customer satisfaction management Focus on quality policies Stands exhibition (manual) Communication IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon IV. 5QC (Paris 2008) General agreements of France proposals Organisation of workshops (format; case presenters, facilitators, dates) Organisation of the agoras (format, panelists, facilitators, dates) Dedicated sessions (themes) Stand exhibition (types, themes, equipment; dates) Communication process and broadcast Next steps and deadlines IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon V. Customer Satisfaction Management Customer Satisfaction Expert meeting - September, 26 Main decisions/actions in course: A questionnaire have been sent to all member states to evaluate the degree of interest and knowledge around this subject in all member states; Redraft the "UK Primer" into a "EU primer on customer satisfaction management” (in course); The “Primer” will include good practices to illustrate the techniques and approaches described (in course). Both tasks are being held by the Portuguese Presidency that commissioned the EIPA to work on. IPSG Meeting – 15, 16 November – Lisbon

V. Customer Satisfaction Management Questionnaire The questionnaire was sent out in 15 October; Member states sent back the questionnaires until 5 November; EIPA reports the results at the meeting (15 & 16 November); Discussions of the meeting will be incorporated in the report that serves as input for the DG meeting in December. 2) EU Primer Discussion of the first draft at the CSM meeting (3 April); Member States are invited to send good practices to EIPA/Portugal; EIPA will send a work plan after the meeting; The final document will be discussed at the 2nd IPSG meeting in Slovenia (12/13 May); The EU Primer will be present at the 5th QC. The principal milestones for this work are:

IPSG Meeting – 15, 16 November – Lisbon V. Customer Satisfaction Management Next CSM ad-hoc group meeting – Ljubljana - 3rd April Tasks: To comment the Primer; To work on next steps, taking into consideration the results of the questionnaire conduct by EIPA (priorities for the future work based on MS needs and expectations); To present a proposal on the 2nd IPSG meeting in Slovenia. IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon VI. CAF Activities Agenda CAF users’ event, Portugal, October 2007 Evaluation results: 270 participants from 27 countries CAF movie Evaluation results: 93% positive – 7 % neutral CAF – Planned activities Next meeting Slovenia, 20 March 2008 CAF training activities (2007 -2008) 8 training actions about CAF - EIPA Cooperation with EFQM Memorandum of agreement - Procedure for external feedback Overview Registration CAF users 1115 registered users from 35 countries IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon VI. CAF RC: 1115 registered users from 35 countries (8 November 2007) Belgium 196 Estonia 18 Latvia 5 Italy 148 Norway 18 EU Institutions and EC 4 Denmark 134 Bosnia-Herzegovina 17 Ireland 4 Hungary 98 Slovakia 12 Bulgaria 4 Portugal 93 France 11 UK 2 Czech Republic 53 Greece 15 Switzerland 2 Austria 51 Spain 9 China 2 Slovenia 48 Lithuania 9 Netherlands 1 Germany 47 Luxembourg 8 Croatia 1 Poland 43 Cyprus 8 Macedonia 1 Romania 22 Sweden 5 Namibia 1 Finland 20 Turkey 5 IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon VII: EUPAN Groups eGOV WG & HRWG The chairs of the WG’s have made a presentation about the working areas for the next 2 years. Have stressed the value of the working methods proposed in the MTP to increase co-operation between WG’s. Have mentioned the acceptance of the WG’s to work together with IPSG in specific areas. IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon VIII. EUPAN MTP 2008/2009 Main topics discussed The mandate The MTP sources The methodology to find the working areas (transversal approach) The working methods for close co-operation between WGs (Learning Teams, common workshops…) The EUPAN working areas The IPSG working areas IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon VIII. EUPAN MTP 2008/2009 Portugal presented the proposals: 1) for common rules: EUPAN Handbook CIRCA Manual 2) for common outputs: EUPAN Newsletter 3) for close co-operation between WG’s: Learning Teams Participation in others WG’s meetings Virtual meetings IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon VIII. EUPAN MTP 2008/2009 EUPAN Handbook - was decided that IPSG members will be asked to give suggestions for the Handbook until 28 November EUPAN Newsletter - layout, the periodicity (1 for each semester) and the coordinator task (Presidency in course) APPROVED Learning teams (LT) – General agreement (but not consensus) on the proposal. The terms of reference need be refined (no cost involved, clarification regarding the coordination, clarification regarding the sub or ad-hoc groups…) Participation of the WG’s chairs in all the other WGs meetings APPROVED Improvement of the cooperation on the national level (joint meetings of different chairs) - Portugal will include on the MTP the proposal from Czech Republic APPROVED Virtual meetings - were well accepted. IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon VIII. EUPAN MTP 2008/2009 APPROVED – the IPSG working areas for 2008/2009: Quality management Customer focus Lisbon Strategy (evaluation) Reduction of administrative burdens Knowledge Management IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon VIII. EUPAN MTP 2008/2009 Were proposed by some MS the introduction on the MTP the development of an Impact evaluation study in Public Administration policies related to the EUPAN activities, to be developed at the end of MTP 2008/2009. If accepted the study could be developed by external consultants or by the WG’s… There are no general agreement on this… IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon IX. IPSG Work Programme 2008/2009 Background Main priorities EUPAN Enhancing the efficiency of public management and governance Demographic Change & Ageing Sources Minister and DG Resolutions (June 2007) Questionnaire carried out by Germany (April 2007) Minutes IPSG meeting (July 2007) and contributions from the group IPSG Meeting – 15, 16 November – Lisbon

IX. IPSG Work Programme 2008/2009 IPSG WORKING AREAS Quality management Customer focus Lisbon Strategy evaluation Reduction of administrative burdens Knowledge Management/demographic change IPSG Meeting – 15, 16 November – Lisbon

IX. IPSG Work Programme 2008/2009 IPSG MAIN RESULTS Quality management Comparative Analysis of Quality Management in PAs in the EU MS 5th Quality Conference, Paris Guidelines for 6QC Impact Assessment Study on 5QC (Conditional) CAF Action Plan 2009/2010 Report on the 3rd CAF Event evaluation results 4th European CAF Users Event IPSG Meeting – 15, 16 November – Lisbon

IX. IPSG Work Programme 2008/2009 IPSG MAIN RESULTS Customer focus Customer insight – Primer EU version Practitioners Guide on Citizen Charter Lisbon Strategy evaluation Evaluation of Public Administrations’ Added Value to the Lisbon Strategy Goals Reduction of administrative burdens Workshop/seminar concerning administrative procedures simplification Knowledge Management/demographic change Workshop about the demographic change on 5QC IPSG Meeting – 15, 16 November – Lisbon

IX. IPSG Work Programme 2008/2009 IPSG MAIN GOALS To share with the public good practices and the knowledge gathered in IPSG/EUPAN To improve the quality of QC To develop a CAF Action Plan adjusted to the MS needs and to guarantee 2010 applications in 2010 To gives input on strengths and weakness of 3rd CAF Event and sharing the logistical experience with future events organizers – to continuous improve To share with the CAF community good practices on CAF application, excellent results, technical information… IPSG Meeting – 15, 16 November – Lisbon

IX. IPSG Work Programme 2008/2009 IPSG MAIN GOALS To investigate the area of Quality Management in the EU Member States and to present the findings at the 5QC To explain the relevance of customer focus, and the role of the citizens in the public service management To identify which actions launched within the National Action Programmes for achieving Lisbon Strategy goals related to their public administrations generated the most added value To find and share good practices concerning administrative procedures simplification To raise the question of demographic change in a public administration forum, in order to contribute for the implementation of good practices IPSG Meeting – 15, 16 November – Lisbon

IX. IPSG Work Programme 2008/2009 Collaborative work with other WG’s EUPAN newsletter – collaboration EUPAN website – collaboration EUPAN Glossary – collaboration EUPAN Handbook – collaboration CIRCA – collaboration IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon IX. IPSG Work Programme 2008/2009 Possible working areas for learning teams, joint workshops or seminars What kind of principles, indicators and/or standards for Good Governance? How to improve public services image (better communication, transparency, quality…)? In close cooperation with HRWG? How to improve strategic management? How to increase citizen/customer confidence on e-services? In close cooperation with eGov? How to manage shared projects? IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon IX. IPSG Work Programme 2008/2009 Possible working areas for learning teams, joint workshops or seminars How to transfer knowledge across generations; how to better use the knowledge of the organizations/people; how to share the knowledge in the organization taking into consideration the demographic change and the ageing? In close cooperation with HRWG & eGov? How to implement a global programme of qualification/training/ for public servants, contributing to the creation of innovator and pro-active leaderships; struggling for a culture of collaboration, apprenticeship and improvement of the public agents identify the acquisition of different skills? In close cooperation with eGov & HRWG + DISPA? IPSG Meeting – 15, 16 November – Lisbon

X. Final Balance Mid-Term Programme IPSG Report Approval of the IPSG Work Programme 2008/2009 based on the German assessment, the Ministers and DGs Resolutions and the inputs of the Group Focus on: Horizontal approach Working areas Working Methods IPSG Meeting – 15, 16 November – Lisbon

X. Final Balance Common Assessment Framework IPSG Report Appraisal of the success of 3rd European CAF Users Event and CAF movie initiative. Approved a mandate for the CAF Network develop a memorandum of understanding with EFQM focused on a procedure for external feedback. IPSG Meeting – 15, 16 November – Lisbon

X. Final Balance Quality Conferences Activities towards 5th Quality Conference (Paris 2008) going on - workshops, Agora and Citizen Village formats approved. Appraisal of the PT Presidency survey on 4QC impact evaluation as a valid input to the improvement of next Quality Conferences. IPSG Report IPSG Meeting – 15, 16 November – Lisbon

X. Final Balance Customer Satisfaction Management DG agreed to work on customer satisfaction management by producing an EU version of the UK paper “Primer” and how to identify best practices cases to illustrate the concepts. In the customer satisfaction sub group meetings was agreed to get an overview across MS (questionnaire) around the whole subject of “customer insight”. IPSG Report IPSG Meeting – 15, 16 November – Lisbon

X. Final Balance Knowledge Management IPSG Report Approval of the EUPAN Handbook (based on the Finnish version) with the high involvement of the other EUPAN groups. Approval of the EUPAN Newsletter layout and structure, periodicity and responsability. Approval of the CIRCA Manual prepared by PT Presidency, which is a comprehensive manual to transfer minimal know- how necessary to the management/administration of CIRCA and to use the Virtual meetings functionality. Agreement the PT Presidency proposal for the development of Learning Teams to share practices on specific themes and to develop new projects based on common interests. IPSG Meeting – 15, 16 November – Lisbon

X. Final Balance Cooperation EUPAN WG’s IPSG Report Enhancement of the cooperation among EUPAN WG’s: Agreement concerning the participation of the chair of the other EUPAN WG in each WG meeting. Agreement on the publication of WG information, practices cases with links for the organizations and other outputs of the EUPAN WG on the EUPAN site. Close cooperation in the preparation of EUPAN Handbook, EUPAN Newsletter and MTP 2008/2009. IPSG Meeting – 15, 16 November – Lisbon

X. Final Balance Good Practices Good Practices from Portuguese PA reform were presented: The Portuguese strategy for eGov: Placing the citizen in the centre of modern and changed Public Administration. Administrative and Legislative Simplification Programme (SIMPLEX) and the modernisation initiatives linked with the enterprise life cycle. IPSG Meeting – 15, 16 November – Lisbon

IPSG Meeting – 15, 16 November – Lisbon Thank you Obrigado IPSG Meeting – 15, 16 November – Lisbon