DGs Meeting IPSG Report Monday,10 December 2007 Lisboa  Portugal DG Meeting -10, December Lisbon

Agenda 4QC Evaluation 5QC Customer Satisfaction Management CAF IPSG Report 4QC Evaluation 5QC Customer Satisfaction Management CAF Knowledge Management Cooperation EUPAN WGs EUPAN MTP 2008/2009 IPSG Work Programme DG Meeting -10, December Lisbon

Meetings IPSG : Two meetings (16/17 july and 15/16 November) One meeting: CAF Expert Group Customer Satisfaction Management (Ad-hoc group) 5QC preparation (Ad-hoc group) DG Meeting -10, December Lisbon

4QC Evaluation (PT responsibility) IPSG Report The objective of the assessment study 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) Final report, the conclusions and recommendations for futures QC was presented and it was welcome by the WG General agreement on the recommendations and acceptance that those recommendations should be taken in good consideration for 5QC (as much as possible) and mainly for 6QC. DG Meeting -10, December Lisbon

5QC (Paris 2008) IPSG Report Activities towards 5th Quality Conference going on - workshops, Agora and Citizen Village formats and Next steps and deadlines approved Agenda Best Practices workshops organisation (manual) Agoras organisation (manual) Dedicated sessions Demographic challenge Customer satisfaction management Focus on quality policies Stands exhibition (manual) Communication plan DG Meeting -10, December Lisbon

Customer Satisfaction Management IPSG Report 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 ad-hoc group meeting was agreed to get an overview across MS (questionnaire) around the whole subject of “customer insight” DG Meeting -10, December Lisbon

Customer Satisfaction Management 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 “Customer insight public services” will include good practices to illustrate the techniques and approaches described (in course). The final document will be discussed at the 2nd IPSG meeting in Slovenia (12/13 May) The work Customer insight public services” will be present at the 5th QC. Both tasks are being held by the Portuguese Presidency that commissioned the EIPA to work on. DG Meeting -10, December Lisbon

CAF Activities The 3rd European CAF Users Event CAF movie IPSG Report The 3rd European CAF Users Event CAF movie The CAF RC made a report about the activities and its was decided that this reports will be presented only in one IPSG meeting (in each presidency) Approved a mandate for the CAF Network develop a memorandum of understanding with EFQM focused on a procedure for external feedback DG Meeting -10, December Lisbon

CAF Activities CAF – Planned activities: IPSG Report CAF – Planned activities: Next meeting Slovenia, 20 March 2008 CAF training activities (2007 -2008) 8 training actions conduct by CAF - EIPA Cooperation with EFQM Memorandum of agreement - Procedure for external feedback Overview Registration CAF users 1115 registered users from 35 countries DG Meeting -10, December Lisbon

CAF RC 1115 registered users from 35 countries (8 Nov 07) Belgium 196 Estonia 18 Latvia 5 Italy 148 Norway 18 EU Institutions 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 DG Meeting -10, December Lisbon

Knowledge Management Tools & methods 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 responsibility 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 DG Meeting -10, December Lisbon

Knowledge Management Good Practices presented IPSG Report Good Practices from Portuguese PA reform were presented: Administrative and Legislative Simplification Programme (SIMPLEX) and the modernisation initiatives linked with the enterprise life cycle The Portuguese strategy for eGov: Placing the citizen in the centre of modern and changed Public Administration DG Meeting -10, December Lisbon

Cooperation EUPAN WGs Enhancing the cooperation among EUPAN WG: IPSG Report Enhancing the cooperation among EUPAN WG: 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 DG Meeting -10, December Lisbon

Cooperation EUPAN WGs eGOV WG & HRWG The chairs of the WGs 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 WGs Have mentioned the acceptance of the WGs to work together with IPSG in specific areas. DG Meeting -10, December Lisbon

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 DG Meeting -10, December Lisbon

EUPAN MTP 2008/2009 IPSG Report Approval of the IPSG Work Programme 2008/2009 based on the Ministers and DGs Resolutions , the German assessment and the inputs of the Group Focus on: Horizontal approach Working areas Working Methods DG Meeting -10, December Lisbon

EUPAN MTP 2008/2009 The IPSG working areas for 2008/2009: Quality management Customer focus Lisbon Strategy (evaluation) Reduction of administrative burdens Demographic change & ageing DG Meeting -10, December Lisbon

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 DG Meeting -10, December Lisbon

IPSG Work Programme 2008/2009 IPSG MAIN OBJECTIVES 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 DG Meeting -10, December Lisbon

IPSG Work Programme 2008/2009 IPSG MAIN OBJECTIVES 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 demographic change & Ageing Workshop about the demographic change on 5QC DG Meeting -10, December Lisbon

IPSG Work Programme 2008/2009 IPSG MAIN GOALS To share with the relevant publics 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 analyze the strengths and weakness of 3rd CAF Event and sharing the experience with future events organizers – to continuous improve To share with the CAF community good practices on CAF application, excellent results, technical information… DG Meeting -10, December Lisbon

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 anlyse 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 tackle the question of demographic change in a public administration forum, in order to contribute for the sharing knowledge and implementation of good practices DG Meeting -10, December Lisbon

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? DG Meeting -10, December Lisbon

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? DG Meeting -10, December Lisbon

Thank you Obrigado DG Meeting -10, December Lisbon