6-7 November 03 RELCONF Our Knowledge Sharing Objectives

6-7 November 03 RELCONF 2 WHAT AND WHO IS RELCONF  The relations, meetings and documentation service department  Small secretariat-administration, finances, IT and planning  RELOFF – official relations  OFFDOC – official documentation  PRODOC – document production

6-7 November 03 RELCONF 3 WHAT ARE OUR RESPONSIBILITIES  Conference and Meeting organization and management  Provision/organization of conference/meeting logistics support  Official correspondence with Constituents  Liaison/coordination Government Group – ILC and GB  Interpretation services  Document editorial, terminology/referencing and translation services  Document text processing, formatting, design and graphic arts  Internal and external printing  Distribution

6-7 November 03 RELCONF 4 OUR KEY OBJECTIVE  To operate within budget whilst providing timely services at quality standards acceptable to our customers and manageable by staff.

6-7 November 03 RELCONF 5 ELEMENTS OF OBJECTIVE  To work within budget  To maintain appropriate quality  To foster staff motivation and morale  To maintain/enhance customer satisfaction  To ensure sustainability

6-7 November 03 RELCONF 6 WHY KNOWLEDGE SHARING?  To achieve widest dissemination of relevant materials  To achieve departmental objectives

6-7 November 03 RELCONF 7 DESIRED OUTCOMES FROM KNOWLEDGE SHARING  A customer focus/service orientation  A culture accepting of change  Delegation and acceptance of authority – Confidence for risk taking  Valuing people  Strealined processes

6-7 November 03 RELCONF 8 KNOWLEDGE SHARING STAKEHOLDERS  Constituents  Conference delegates  Governing Body members/officers  Departmental staff  Other HQ and field staff  Suppliers  Other international Organizations  The General Public

6-7 November 03 RELCONF 9 FIRST THING FIRST  Primary target –Departmental staff  Critical Secondary targets for success –Senior Management –Author units –GB members

6-7 November 03 RELCONF 10 STRENGTHS  Professional, committed staff  Diversity 7 languages-wide range of skills  Strong knowledge base  Established procedures  High Quality awareness  Extensive networks – Internal and external  Respect for deadlines  ILC/GB pressure responsiveness

6-7 November 03 RELCONF 11 WEAKNESSES  Old habits-resistance to change  Ageing workforce  Victim syndrome  High Quality awareness  Role identification and awareness-own and others  Intra-department planning, coordination and communication  Low customer empathy-solutions identifications

6-7 November 03 RELCONF 12 OPPORTUNITIES  Innovations in working methods  Increased use of supporting technology  Resulting productivity gains  Improvement staff morale

6-7 November 03 RELCONF 13 THREATS  Potential constraints of wider house rules and regulations  Availability of capital investment funding  Resource availabiity for required training and development  Potential of insufficient senior management support  Potential inability to overcome staff rejection/resistance to change

6-7 November 03 RELCONF 14 METHODOLOGIES-IN USE  Irregular department wide information/news messages  Staff meetings at Department, Branch and Unit levels  Specialist focus groups  Team building exercises  Inter-agency exchanges  Target customer consultations/briefings  Formal cooperation agreement with Turin  Customer satisfaction surveys

6-7 November 03 RELCONF 15 METHODOLOGIES IN DEVELOPMENT  EDMS/CMS system at RFI stage  Draft Customer Service Level Agreements  Linguistic staff internship programme  Department web site with interactive staff corner  Concept of one stop shop for meetings facilitation  Single workflow, tracking and planning system

6-7 November 03 RELCONF 16 METHODOLOGIES UNDER CONSIDERATION  Introduction of project management approach  Introduction of designated customer liaison officers  Wider use of Common Interest groups/networks  Departmental new (and old) staff welcome/orientation pack and programme  Intra department secondments/exchanges  Customer open house days  Informal 360° appraisal (stop-start-continue)