1. Paris - 11th July 2008 IPSG MEETING 5 QC www.5qualiconference.eu

2. 5th Quality conference - IPSG meeting Paris 11th july
Introducing the team
Programme
Promoting the conference
Logistic issues.

3. Introducing the team Philippe Leroy François Beauvais
Françoise Waintrop
Pauline Morin
Nassim Guy
Brigitte Masson
Emmanuelle Grimault
Wendy Carrara

4. 5 QC - Programme Plenary sessions Agoras
Best practices Workshops (critical friends)
Infoshops
CAF centre

5. 5 QC - Programme: Plenary sessions
1 Building up the public services of tomorrow with, for and around customers, Angel Gurria
2 How to reform administrative systems, while maintaining or improving the quality of public services? Jocelyne Bourgon
3 The citizen as a driving force for quality: information, dialogue and participation, Nikiforos Diamandouros
4 If you want to go fast, walk alone. If you want to go far, walk together”: citizens and the co-production of public services, Elke Loeffler
5 Co-production issues in the public sector, Geert Bouckaert

6. 5 QC - Programme: Plenary sessions
7 Do trade unions have a role to play in improving the quality of services at a European level, Charles Cochrane
8 Improving client satisfaction in a public service company: the "Poste" example, Jean-Paul Bailly
9 What role can the public and civil society play in improving Europe’s public services? Geoff Mulgan

7. 5 QC - Programme: Agoras Improving Citizen’s life
Are all the needs of the citizens well apprehended?
Citizen charters: myth or reality?
Has e-government kept its promises?
Citizen participation as a driving force towards public quality
Is it possible to place the citizen at the heart of the conception of rules and regulations?
Is deliberative democracy the solution to further integrate the citizen?
Is participatory evaluation of public action usefull ?

8. 5 QC - Programme: Agoras Taking into account new key social issues
Are public services accessible to everyone?
Are all citizens equal regarding public services?
How to make behavior evolve ? Rights and obligations of citizens in order to improve quality
Beyond the citizen, involving all stakeholders for quality
NGOs: what role to play in the production of public services of good
quality?
Which staff engagement in order to foster quality?
Outsourcing and governance of a public service?

9. BP Workshops : Critical friends status
Updated after IPSG meeting
Already took place
planned
Cross-visits of IPSG members
Bulgaria - Romania
Exchange of DVD
Hungary - Poland
Germany - Ireland
Denmark - Holland
Joint seminar
Austria - Italy (June 23rd)
Belgium - Luxembourg (June 30th)
Czech Republic - Slovakia (July 3rd)
Estonia - Finland (August 13th)
France - United Kingdom (September 2nd)
Latvia - Sweden (middle of September)
Other
Cyprus - Greece
Lithuania - Norway
Portugal – Spain
Malta - Slovenia

10. BP Workshops: Critical friends
Comments
Most joint seminars have been held or planned
The added value of critical friends procedure is confirmed
- A useful exchange about best practices on each side,
- A reciprocal improvement of presentations, helpful in
emphasizing the main message of each case and bringing new ideas
2 pairs missing

11. BP Workshops : next steps
Deadlines for sending final presentations to 5QC teams:
15 September
5QC team sends detailed descriptions to Facilitators by
15 September (and to other presenters of the same workshop?)
Seminar of facilitators with scientific rapporteurs : 19 October pm

12. 5 QC Programme: infoshops
Four sessions focused on priorities of EUPAN Network:
Customer satisfaction management
Human resources
Quality management
Facing the demographic challenge
INF 1Customer management: a common European approach
INF 2Leadership as a driver for quality of service 
INF 3Managing quality in public administrations  
INF 4Facing the demographic challenge in public administrations

13. Promoting the Conference
Registrations
The European-wide « Beauvais’ survey »…
Your suggestions
Communicating tools

14. Promoting the conference : registrations 08/07/2008

15. Promoting the conference : registrations 08/07/2008

16. Promoting the conference the European-wide « Beauvais’ survey »

17. Promoting the Conference: your suggestions
(19 answers)
A full program of the conference (guest speakers), more detailed information (key case studies)…
More information about the organisation (registration, transport and hotel costs)
A leaflet presenting and promoting the conference

18. Promoting the Conference: communication tools
A complete and updated official website
An electronic newsletter “Réseaux de la modernisation”
An advertising sheet (le “4 pages”) promoting the 5QC
An official programme available in September (electronic version)

19. Promoting the Conference: the Web site

20. Lettre électronique : le réseau de la modernisation
Spécial « 5QC issue » ( July/August) (available in English in August)
Summary:
Interview of Jacky Richard, chairman of the 5th QC steering committee
Interview of Johanna Nurmi, lPSG Finnish member
Presentation of ten best practices

21. See you in Paris in October 2008!
Registration to participate to the Conference is open from 15 May to 10 October 2008, subject to availability.
Register at
See you in Paris in October 2008!
The Ministry of Budget, Public Accounts and Civil Service, (Directorate General for State Modernisation), is in charge of organising the Conference in close contact with the European Public Administration Network and its working group focused on innovative public services.
Paris nd October 2008 ‘The Citizen at the Heart of Public Quality’

22. ‘The Citizen at the Heart of Public Quality’ : 4 perspectives
Content of the Conference
Presented in Berlin on 21st June during the 48th Director General’s meeting for Public Administration and mentioned in the resolution adopted thereafter during the ministerial meeting on 22nd June 2007
1500 participants from over 30 different countries : actors and experts of public service quality
5 Plenary Sessions with keynote speakers of international renown
Over 60 Best Practice cases from all European countries
12 Agoras providing insight and debate on the themes addressed by the conference
4 Infoshops focusing on the priorities of the European Public Administration Network (EUPAN)
Stand exhibition (country, institutional) and a CAF Centre
An official dinner
Improving Citizens’ lives
Simplifying procedures and reducing administrative burdens
Proximity and accessibility of services (local and organisational level)
User satisfaction (needs "expressed" or needs "imposed")
Citizen participation as a driving force towards public quality
Defining public services with citizens
Involving citizens in the public-decision process
Involving citizens in the production of public services
Citizens assessing public quality
Taking into account new key social issues
Addressing societal and citizen issues
Adapting public services to citizen and community diversity
Beyond the citizen, involving all stakeholders for quality
Cooperation between various stakeholders (civil servants and administrations, trade unions, political parties and elected officials, businesses, citizens, associations, the media, etc.).
Stakeholders’ commitment to quality policies
Stakeholders’ mobilisation to improve the administration’s efficiency

23. Logistic issues
Country stands
Hotels ……

24. 5 QC: Special guests Free entry Hotel & Transport paid EUPAN DGs Y N
IPSG members (1 per country, exceptionally 2)
BP Case presenters (2 per case)
CAF centre case presenters (1 per case)
Keynote speakers
European trade unions leaders (at DG level)
Agora speakers
Infoshop speakers
Agora facilitators, BP workshops facilitators, Infoshop facilitators
CAF centre facilitators, EIPA CAF RC team (4 pers.)
Scientific rapporteurs

25. Promoting the 5th QC - a special guest star
I’m a very stylish cat, don’t you think ?
Come to the 5 th QC and meet me !
You won’t regret it !