1. Innovative Public Services Group Workplan
Europe is full of colours and variety.
Innovative Public Services Group Workplan
DG Troika
Friday, 24th March 2006

2. Common Assessment Framework Customer Satisfaction
Agenda
Common Assessment Framework
Customer Satisfaction
4QC Tampere

3. Common Assessment Framework Customer Satisfaction
4QC Tampere

4. The Common Assessment Framework
The CAF provides a simple, easy-to-use framework, which is suitable for a self- assessment of public sector organisations.
The CAF is offered as a
tool to assist public sector organisations across Europe to use quality management techniques to improve performance.
The nine-box structure identifies the main aspects requiring consideration in any organisational analysis. Compared to a fully developed Total Quality Management model, the CAF is a "light" model, suitable especially to get an initial impression of how the organisation performs.

5. CAF 2006 – work in progress Items
Structure and introduction to the criteria
Scoring
Examples
Guidelines (implementation & action plan)
Validation
Other: glossary, general introduction
Results are differentiated between external (outputs and outcomes) and internal (process and financial)

6. CAF Revised Version 2006 Basis
Experiences from the 900 Applications to date
CAF-survey during the Luxembourg Presidency
Progress in Public Management Science
New or strengthened elements
Ethics
Participation
Innovation
Accountability
Modern controlling and accounting systems
European values

7. Brochure „CAF Works“
How did the implementation of CAF lead to better results for the citizens/clients?
Aims
to show public administrations in Europe that CAF matters and to convince them to try it out.
to provide CAF-users and those public administrations which are interested in CAF with information to find partners for bench learning.
How?
Publication of approx. 100 pages.
1 to 3 cases per Member state
that has CAF users.
2 pages for each
organisation.
It will also be used as input to the
good practice database of the
EIPA CAF resource centre

8. CAF Works – geographical distribution
Austria: 3
Belgium: 3
Czech Republic: 2
Denmark: 2
Estonia: 1
Finland: 1
France 1
Germany: 3
Hungary: 1
Italy: 2
Norway: 1
Poland: 2
Portugal: 3
Slovenia: 1
Slovakia: 1
Spain: 2
30 cases from 16 countries

9. Common Assessment Framework Customer Satisfaction
4QC Tampere

10. Customer Satisfaction
Newcastle, December 2005: Final Resolutions
of the 45th Meeting of Directors General Responsible for Public Administration:
...The IPSG group should take the customer satisfaction work, initiated by the UK Presidency, forward with a view to realising the potential for greater collaboration across member states on customer satisfaction measurement and with the aim of suggesting common tools/methods. Recommendations should be made to the DG meeting to be held during the Austrian Presidency.
Foundation of a working group with interested countries
Overview of the state of art of CSI within the MS

11. Proposed Project Schedule
Orientation
Analyses of the Status-quo and Future Development
Integrated Study Design
Pilot and Empirical Testing
Kick-Off and first screening of the subject during the British Presidency
Step 1:
Basic research from literature and acedemic point of view
Prototyp: Questionaire and Study Design
Getting Committment for an integrated approach
within the EU-members
Project development
and funding of a cross-national market-research
project
First empirical testing and project evaluation
Bench-Learning and sharing results
Learnings and evaluation of the prototyp
instrument
Joint analyses of different approaches
of national measurement concepts and results in the EU
Step 2:
Case Study: Analysis of study- designs and questionaires from EU-countries
Final report on the status-quo and ways of further development towards an integrated cross-national measurement concept for customer satisfaction
Project Management and Coordination
Desk-Research, meetings within the international service group, empirical testing and market research
07-12/2005
01-06/2006
07-12/2006
01-06/2007 ongoing

12. Customer Satisfaction Common Assessment Framework
4QC Tampere

13. 4QC - Building Sustainable Quality
Registration
Pre-registration has started (21st of October 2005)
Registration starts 21st of April 2006
For DG’s by invitation NOT through website
Complete conference programme to be published on the 21st of April 2006.
Best Practice Workshops
Critical friend initiative
Scientific rapporteurs
Facilitators for each workshop
The main theme of the 4th Quality Conference for Public Administrations in the EU is “Building Sustainable Quality”. In order to form a coherent conference the programme is built on four sub-themes considered to be key elements of Building Sustainable Quality. These four sub-themes form a framework for plenary sessions and agoras:

14. 4QC – Keynote Speakers
Sari Baldauf, formerly a board member of Nokia company
Henri Plagnol, consellier d’etat, France
Werner Wutscher, Secretary General, Austria
Miroslav Beblavy, state secretary, Slovakia
Siim Kallas, vice president of the commission, EU
Ulla-Maj Wideroos, co-ordinate minister of Finance, Finland
William Heath, chairman, Kablenet
Lee Myuk Bag, Mayor, Seoul, Korea
Geraldine Keegan, (TBC)
Russian speaker (TBC)
Secretary General, OECD (TBC)
The main theme of the 4th Quality Conference for Public Administrations in the EU is “Building Sustainable Quality”. In order to form a coherent conference the programme is built on four sub-themes considered to be key elements of Building Sustainable Quality. These four sub-themes form a framework for plenary sessions and agoras:

15. Thank you for your attention!
Michael Kallinger, IPSG Chair
Federal Chancellery

16. CAF 2006 - Timeframe CAF Experts Meeting January February March April
Vienna: 16-17/03/2006
Scoring + formula for transfer :
discussion and final decision
Examples: discussion on the base of the final proposal from Austria and Slovakia, Introductory text
January
February
March
April
May
June
Technical Working Group
CAF RC, AT, BE, CZ, DK, ES, HU, IT, PT, SK, Speyer and EFQM
Vienna: 24/04/2006
Guidelines CAF SA and improvement planning,
Text Bench learning, Glossary

17. CAF Works - Timeframe January February March April May June
Suggestion of 5 CAF-
Users per member state
until 15/10/2005 by
CAF-Correspondents
Presentation in the
CAF-Working Group
in Vienna on 16-17/03/2006
January
February
March
April
May
June
Selection of the
cases for the
publication until
30/1/2006 by
EIPA and
Austrian Presidency
First draft of the
publication

18. 4QC – Building Sustainable Quality
The conference should be balanced equally
for policy and practitioner delegates.
Critical friend pairings assure the quality of best practice presentations.
The main theme of the 4th Quality Conference for Public Administrations in the EU is “Building Sustainable Quality”. In order to form a coherent conference the programme is built on four sub-themes considered to be key elements of Building Sustainable Quality. These four sub-themes form a framework for plenary sessions and agoras:

19. 4QC – Key Deadlines January February March April May June July/August
Deadline for
nomination
of BP´s
Final deadline for
delivering full
descriptions of BP’s
Deadline for
reserving Stands
Deadline for
registration
January
February
March
April
May
June
July/August
September
Deadline for
nominating
facilitators
4/2006
Final Programme
Registration
opens
Conference

20. 4QC – Building Sustainable Quality
September 2006 in Tampere, Finland
STRATEGY
Delivering Strategy – from vision to doing
PERFORMANCE
Ensuring Productivity – from anecdotes to real impacts
CITIZENS
Fostering responsiveness – from self-sufficiency to committed interaction
The main theme of the 4th Quality Conference for Public Administrations in the EU is “Building Sustainable Quality”. In order to form a coherent conference the programme is built on four sub-themes considered to be key elements of Building Sustainable Quality. These four sub-themes form a framework for plenary sessions and agoras:
KNOWLEDGE
Managing Knowledge – from files to know how

21. Customer Satisfaction
4QC Tampere
Revised Version “CAF 2006”
CAF Works (brochure)
Customer Satisfaction
Eupan.org

22. Eupan.org
Background
EPAN-groups (including the CAF-Resource-center at EIPA) already use or run a number of websites/databases:
CAF-section of EIPA-website including CAF-database
Sites for quality conferences including best-practice-databases
Circa
to clarify the possible additional value, that Eupan.org might create
to evaluate different possible stages of development.
Goal

23. Eupan.org – 2 Models Model A
A portal with rather fix/limited content, update every 6 months
Model B
Lively Website with up-to-date articles on important aspects of PA-modernisation in Europe, including articles about instruments and Practice case descriptions; content updated/changed on a monthly basis