Jens Qvesel, Ministry of Finance: Quality in the light of the Danish Programme for Public Sector Modernisation Value for Money The Concept of Quality Initiatives Dorthe Sørensen, SCKK: Inspirational sources of KVIK KVIK activities KVIK as part of a Family of Models

Programme for Public Sector Modernisation

Three Objectives for the Public Sector Freedom of Choice Open, Uncomplicated and Responsive Value for Money

E-Government Structural reform Better and cheaper (e.g. new strategies for Improving Efficiency and Quality of Services, and Reform of the Central Government Performance Measurement System) Strategies for outsourcing (promoting competition) Modern Management and Better Workplaces

The Concept of Quality Quality in service delivery (contact between civil servants – and citizen) 1.Quality of the service or the product delivered (standards, inspections, evaluations) 2.Organisational quality (efficient processes, e.gov, management and personal leadership) 3.The subjective quality (user satisfaction)

Focus on the subjective quality The free choise of citizens (exit) Adapted services Intention to develop comparable user- information (schools and elder care) Pilot project regarding quality declarations at hospitals (making performance visible to non-professional users)

Organisational quality Organisations should work with an holistic (balanced) approach to quality and efficiency (CAF, EFQM, BS …) Clear division of responsibility: freedom in relation to management and everyday running of the organisation and increased focus on results. Use of e-gov tools and strategies, e.g. digital services and processes, e.g. joint electronic and management systems.

Initiatives Launch of strategies for efficiency and quality and result and performance measurement system Quality conferences (2QC and national, CAF launch) SCKK conference and the KVIK-project

Inspirational sources of KVIK SCKK Experiences Experiences of HRM and Q- Management in practise Principles of the learning organisation and TQM Danish Tradition Strong partnership and cooperation between management and employees. Holistic Quality Management  Quality of the service  Organisational Quality  Subjective Quality European Input Common language and understanding of Q- Management in the Public Sector. Opportunities of International Benchmarking Experiences from Working Places Experiences of using the KVIK Model in practice in different organisations EnablersResults Innovation and learning

Development of KVIK self-assessment tool Testing of the tool in 12 organisations Formation of 4 x 2 learning circles to support improvement actions Development of methods and tools to support work on improvement actions KVIK Activities

Organisational setup and values A dedicated steering group consisting of representatives from management and employees together with experts have the overall responsibility of the KVIK project. Consultants from SCKK – Centre for HR-Development and Q- Management observe the self-assessment process and facilitate learning circles. The KVIK project is an experiment – we aim to actively test the tools and methods – in order to learn how to best meet the needs of organisations with little or no experience in the field of quality management.

KVIK participants The 16 KVIK organisations come from a range of different sectors: Education, Central Government Agencies, Police, Prison and Probation Service, Environment and Food Safety Control together with Local and Regional Government. The size of the organisations range from 330 employees to 23 employees.

Formation of a KVIK learning circle A process where 4 organisations form a learning circle and work on an improvement project defined in the self-assessment e.g. leadership and strategy, HRM or working processes. The learning circle plans 3 seminars and consultants from SCKK supports the activities with tools, methods and exchange of experiences.

Tools and Methods Methods regarding self-assessment: - Electronic self-assessment tool - DVD on the self-assessment process Methods supporting learning circles: - e.g. tools regarding working process analysis

KVIK Tools

KVIK Tools –assessment booklet Hvad har vi gjort godt? (strengths): Hvad kan vi gøre bedre? (areas of improvement):

Abstract Concrete Simple Complex EFQM Excellence Model Public/Private CAF Public/EU KVIK Public/Danish C2E R4E Excellence A Family of Models