1. Innovative Public Services Group
Europe is full of colours and variety.
Innovative Public Services Group
DG Troika
Sunday, 28th May 2006

2. CAF Regional Benchlearning Project Case Study Citizen Charters
Agenda
IPSG.AT in a nutshell
CAF Regional Benchlearning Project
Case Study Citizen Charters

3. CAF Regional Benchlearning Project Case Study Citizen Charters
IPSG.AT in a nutshell
CAF Regional Benchlearning Project
Case Study Citizen Charters

4. IPSG.AT in a nutshell Main Outcome IPSG Troika, Vienna, January
IPSG I Vienna, February
CAF I Vienna, March
CAF II, Vienna, April
Seven Meetings during the Austrian Presidency
IPSG II Vienna, April
CAF III, Copenhagen, June
Customer Satisfaction, Vienna, June
Finalization of revised version of CAF 2006
Publication „CAF works – better service for the citizens by using CAF“
Ongoing Preparations for the 4th quality conference in Tampere
Customer Satisfaction Survey

5. CAF Regional Benchlearning Project Case Study Citizen Charters
IPSG.AT in a nutshell
CAF Regional Benchlearning Project
Case Study Citizen Charters

6. CAF Regional Benchlearning Project
EU pilot project on benchlearning based on CAF Model - new initiative
Participating countries: Austria, Hungary, Czech Republic, Slovakia
Period of time: 2005 – 2006
4 working groups of: cities, ministries, districts and regional administrative organisations.
Study the feasibility of international CAF Benchlearning
Improvement of CAF results
Increasing of crossborder cooperation of public administrations in the region
CAF promotion
Goals

7. CAF Regional Benchlearning Project Case Study Citizen Charters
IPSG.AT in a nutshell
Case Study Citizen Charters

8. Case Study Citizen Charters
Presentations from Estonia, United Kingdom, The Netherlands and Malta
In many countries more client orientation in the public sector and improvement of public services is a hot topic. The presentations showed that citizen charters are very helpful to come closer to the objective mentioned.
In Europe many countries practice one form or another of a citizen charter. At the same time the question arises which is the most effective format.
Question of compensation remained open.
There is substantive evidence that a charter mark program increases the effectiveness of using citizen charters con- siderably.
Charters should consist of the following elements:
Clear and concrete quality standards, on the
basis of citizen involvement
Communication: extensively show the content
of the standard
Compensation (‘Promise is Debt’) (open)
Complaints procedure: accessible and simple
Continued improvement: evaluation of results

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