1. Human Resources Working Group Monday, 6th February 2006
Europe is full of colours and variety.
IPSG Workplan
Human Resources Working Group
Monday, 6th February 2006

2. Innovative Public Services Group- Agenda
Revised Version “CAF 2006”
Brochure “CAF Works”
Customer Satisfaction
4QC Tampere

3. Customer Satisfaction
Revised Version “CAF 2006”
Brochure “CAF Works”
Customer Satisfaction
4QC Tampere

4. Improvements 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

5. New Scoring System, Restructuring
Old System: Score from zero to five
New system:
0 - 10
Do not know. No evidence. Anecdotal evidence of an approach
15 – 30: PLAN
The approach is planned taking into account customer/citizens needs and expectations. Objectives are clearly defined.
35-50: DO
Previous + The process to develop the approach is well defined and implemented where appropriate in the organisation.
55-70: CHECK
Previous + The approach is evaluated through relevant indicators.
75-90: ACT
Previous + Comparison with other organisations has been made. Opportunities of improvement are identified and improvements are made.
95-100: PDCA
Previous + Improvements are prioritized, implemented and rightly integrated into the organisation.
New scoring system is also available for the results panel

6. 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

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

8. 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

9. CAF Works - Structure of Questionnaire
Presentation of the organisation
Results
Selection of results criteria
Description of selected results and their measurement
Description of links to the enabler criteria
Description of the improvement action that followed the CAF application
CAF-self-evaluation process (how, who, how often…)
Lessons learned (obstacles and challenges) and transferability.
Contact Details (plus website)

10. CAF Works – practice cases
Austria: 3
Belgium: 3
Czech Republic: 2
Denmark: 2
Estonia: 1
Finland: 1
Germany: 3
Spain: 2
Hungary: 1
Italy: 2
Norway: 1
Poland: 2
Portugal: 3
Slovenia: 1
Slovakia: 1

11. 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

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

13.  The Instrument  Main Content  In addition
List of issues to be considered as “important” for a satisfying contact to public administration
This list should include a double rating scale for: expected and experienced quality
How important is this special
issue (friendly behaviour,
flexibility, correctness ect.)
How was it experienced during
the last contact with an office
 Frequency of contacts
 Main reasons for contacting offices
Which sectors/agencies
were contacted
 How did the contact take place
Overall rating of experiences
with public administration
Optional:
 questions on e-government
General attitude towards
public service


14. Candidates for Participation
MS are invited according to cultural diversity and internet penetration within the country.
The Troika Members are already involved in the discussion. ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?

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

16. 4QC – Building Sustainable Quality
STRATEGY
Delivering Strategy – from vision to doing
PERFORMANCE
Ensuring Productivity – from anecdotes to real impacts
CITIZENS
Fostering responsiveness – from self-sufficiency to committed interaction
KNOWLEDGE
Managing Knowledge – from files to know how
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:
Complete conference programme to be published on the 21st of April 2006.

17. 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:

18. 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

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