IPSG – Innovative Public Services Group Dr Gordana Žurga 19 May 2008 2nd TROIKA Secretariat

Date Meeting 18 – 19 Feb 2008 IPSG Meeting I 20 March 2008 CAF Expert group 3 April 2008 CSM Ad hoc group 12 – 13 May 2008 IPSG Meeting II 19 May 2008 2nd TROIKA Secretariat

Quality Management in Public Administrations in the EU Member States Comparative Analysis of Quality Management in the EU Member States: Further elaboration of the report; Publication for the 5QC; Infoshop at the 5QC Upgrade of existing Comparative Review (the matrix): Checking the matrix’s information, by 27th May; Publishing the matrix in June 2008 19 May 2008 2nd TROIKA Secretariat

19 May 2008 2nd TROIKA Secretariat

Quality Management in Public Administrations in the EU Member States Among five preliminary findings: Development, Activities & Projects at the EUPAN level have strong influence on Development of Quality Management in Public Administrations at national level. 19 May 2008 2nd TROIKA Secretariat

Procedure for External Feedback: CAF Procedure for External Feedback: 7 principles of PEF; 50th DG meeting: seeking for aproval of the 7 principles and the roadmap, namely: to announce PEF at the 5QC and to further elaborate it by the 4th CAF Event in 2009 CAF at the 5QC: Call for some cases and facilitators for CAF at the 5QC 4th CAF European Event 19 May 2008 2nd TROIKA Secretariat

CAF - Procedure for External Feedback (1/2) PEF is a common European framework, to be implemented according to the national contexts on a voluntary basis. PEF promotes feedback of the implementation of CAF and its effects on the organisation. This feedback is given by external experts and/or peers. The PEF leads to the label of Effective CAF User (ECU) for 2 years, not recognition of accreditation of an excellent organisation. 19 May 2008 2nd TROIKA Secretariat

CAF - Procedure for External Feedback (2/2) PEF is build on 3 pillars: the process of self-assessment (not the scores) the process of improvement actions (not the proven results of the actions) the TQM maturity of the organisation (the broader scope of excellence) The decision and responsibility for implementing the PEF on the national level belongs to each MS. The national CAF correspondents are invited to cooperate with the CAF RC and the national EFQM contacts if needed. The CAF expert group will continue to develop the PEF in close cooperation with EFQM, announce PEF at the 5QC and launch it at the 4th European CAF Event. 19 May 2008 2nd TROIKA Secretariat

Evaluation of Public Administrations’ Added Value to the Lisbon Strategy Goals (1/2) First results were presented and discussed, in three groups and in the plenary; Among first findings: Wide range of national cases are connected to BR, RAB, simplification and eGovernment. Some national cases reported results, expressed in numbers; 19 May 2008 2nd TROIKA Secretariat

Evaluation of Public Administrations’ Added Value to the Lisbon Strategy Goals (2/2) Draft report to be further elaborated, to reflect clear intentions / focus; Next draft to be presented and discussed at the IPSG meeting in July 2008; together with a proposal on contacting other EUPAN WGs in this regard; 19 May 2008 2nd TROIKA Secretariat

European Primer on Customer Satisfaction Management Update of the document, on the bases of the discussion; possible additional inputs; EUPAN visibility to be assured; The document to be presented at the 5QC, UK reflection to be included; At the CSM meeting in Oct 2008, decision on continuation and on the approach to put the document at the political / policy level to be prepared; 19 May 2008 2nd TROIKA Secretariat

Practitioners Handbook on Citizen Charters Final draft; The document will be prepared as an on-line version; for the 5QC France will provide a certain number ob copies for the conference participants; EIPA will consider including the cases into database 19 May 2008 2nd TROIKA Secretariat

5QC – 5th Quality Conference for Public Administration in the EU Status report; Country information to be provided; Critical friends Call for agoras’ and Workshops’ facilitators; Proposal, that Scientific Rapporteurs meet with facilitators in Paris, before the conference 19 May 2008 2nd TROIKA Secretariat

6QC – 6th Quality Conference for Public Administration in the EU, in 2010 6QC Host Country; 6QC Guidelines: drafted by Slovenian Presidency; relevant evaluations to be included as enclosures; work to be continued by the French Presidency and the 6QC Host Country 19 May 2008 2nd TROIKA Secretariat

Knowledge Management and Sharing Practices EUPAN Newsletter; EUPAN Website; Practical cases at IPSG and subgroups meetings; Sharing information between EUPAN Working Groups 19 May 2008 2nd TROIKA Secretariat

Evaluation of the two IPSG Meetings: IPSG II, May 2008 IPSG I, February 2008 No Topics   % 1 Decisions taken (adequate, pertinent) 16 55,2 13 44,8 6 28,6 15 71,4 2 Debate promoted between participants (necessary, fruitful) 5 23,8 3 Proposals presented (interest, relevance) 51,7 4 Documentation (clear, well organized, well presented) 19 65,5 9 31,0 76,2 Agenda (theme / schedule) 24 82,8 17,2 90,4 4,8 Agenda (topics / relevance / support to MTP) 10 47,6 11 52,4 7 Practical information (sufficient, clear) 25 86,2 13,8 19,0 8 E-mail assistance before the meeting (to registration, to respond to your questions…) 28 96,5 3,5 Access to the documentation (reception in due time, channels used) 12 41,4 57,1 EUPAN site of Slovenian Presidency (clear, friendly, adequate) 27,6 Total 190 89 30,7 116 81 38,6 19 May 2008 2nd TROIKA Secretariat