1. Customer Satisfaction Management “Presentation to CSM working group
The Primer & 5 QC
“Presentation to CSM working group
Paris , 2 October ‘08”
Nick Thijs
Patrick Staes

2. State of affaires of the Primer document
overview
Picking up the work:
background
what happened after our last meeting (April 2008)
State of affaires of the Primer document
Customer Satisfaction at the 5QC
Info shop
CAF centre
CAF Resource Centre at EIPA

3. 1. Background – where do we come from ?
DGs’ resolution of May 2006 : collection of best practices and the preparation of guidelines for questionnaires to measure customer satisfaction
During the Austrian (first half 2006), Finnish (second half 2006) and German (first half 2007) Presidencies, initiatives were taken to address these aspects and decision to broaden the topic
CAF Resource Centre at EIPA
Customer satisfaction
management
Customer satisfaction
measurement

4. Portuguese Presidency (second half 2007) :
(1) Customer Satisfaction Expert Group of IPSG agreed getting an overview across member states (study)
(2) Creating an EU version of the UK primer (Cabinet Office 2006)
Presentation of Draft version of the European Primer at CSM meeting (3 April 2008 in Ljubljana)
CAF Resource Centre at EIPA

5. ... in the meantime: discussion & decision moments
3 April 2008 CSM working group : discussion on first draft version of the primer
update with remarks from the group
ask for extra cases
present and ask for approval at IPSG & prepare final document for 5 QC
12-13 May 2008 IPSG meeting (Brdo)
final remarks: Eupan logo, Not EU but European
DG resolution May 2008 : “the DG’s greatly appreciate the significant work done in this area” ... “{the dg’s} support the intensions of expanding the document at the political/policy level to foster further development in this area”
10-11 July IPSG meeting (Paris)
link with mid-term plan “work related to CSM should focus on how to use the European version of the Primer”
Spreading and Widening
Deepening
The CSM project is a long-term project
development of strategy on CSM during October meeting
CAF Resource Centre at EIPA

6. 2. State of affaires of the document
English document has been “lay outed ” and is “in print ”
French Presidency translated the document into French
French version is “lay outed ” and is “in print ”
European Primer (Eng/FR) will be distributed at 5QC
Request from countries to translate in own language
website:
cases
different language versions
useful links and info
...
CAF Resource Centre at EIPA

7. 3. Customer Satisfaction at the 5QC
Formula: Info shop at 5QC
When : Monday 20 October
What and how: - intro on the topic
- 3 presentations
- national approach
- project application
- case at organisational level
CAF Resource Centre at EIPA

8. Programme / Script:
Introduction “The European Primer on customer satisfaction management”
Nick Thijs: Researcher European Institute of Public Administration – EIPA (NL)
“How to measure Customer satisfaction”
Helen Begley: Transformational Government - Cabinet Office (UK)
“A methodology of Customer Satisfaction Management, the Luxembourgish model”
Nadine Hoffmann : Ministry for Civil Service and Administrative reform (LU), Thierry Hirtz : Public Research Centre Henri Tudor (LU)
“Customer satisfaction management in the Swedish road administration”
Carin Ahnlund: Responsible for the customer segment Swedish road administration (SE)
CAF Resource Centre at EIPA

9. 3. Customer Satisfaction at the 5QC
Formula: CAF Centre at 5 QC
“CAF and the new role of the citizen”
When : Tuesday 21 October
What and how:
Presentation on the European Primer with special attention on the changing role (co-co-co-co story) (10 min)
A case illustrating and using different techniques  (30 min )
another case making the link with CAF on the general message "when using CAF we got an insight in the different roles citizen/customers can play and in our actionplan we launched this and this action" (30 min )
overwiew on the links with the CAF", final chapter from the primer. (10 min)
 final question round at the end (20 min) 
CAF Resource Centre at EIPA

10. Programme / Script Questions and answers
”Towards Customer Satisfaction Management: The changing role of the citizen”
Nick Thijs – Eipa (Nl)
”Direct Customer Feedback System in The Social Insurance Institution”
Heli Knihti - The Social Insurance Institution (Finland)
”Citizen / Customers in the focus of the City of Madrid”
José Maria Meneses Castillo - City of Madrid (Es)
”Citizen/customers and the management of satisfaction in the heart of the CAF”
 Questions and answers
moderated by Katju Holkeri (Fi)
CAF Resource Centre at EIPA

11. Contact CAF Resource Centre
Patrick Staes – Nick Thijs – Ann Stoffels – Lena Heidler
European Institute of Public Administration (EIPA)
Public Management and Comparative Public Administration Unit
O.L. Vrouweplein 22 NL BE Maastricht
Tel.:  253