1. Citizen / Customer Satisfaction Management
Learning Team
“Presentation to IPSG
Bruges , November 2010”
Nick Thijs

2. 54th DG Resolution - Mandate
“The Directors General give mandate for a period of 18 months to a new CSM Learning Team, reporting to IPSG, to study the transformation of citizen perception data into reforms of public policies and services and develop therefore possible indicators. The LT will produce guidelines for the Member States on that topic. The LT will choose a coordinating person among its participants and Belgium will assume the meetings organization in Brussels”.
Discussions IPSG Leuven meeting (27-28 September)
Input for the Learning team meeting
Discussions CSM LT Brussels meeting (13 October)
Based upon IPSG input
Draft memo by EIPA (end of October)
Comments by the members of the CSM LT (beginning of November)
=> 14 countries in the LT
EIPA

3. CSM Learning team: place and time
EIPA

4. General overview new mandate
Gather information on citizens / customers
Setting up concrete improvements
Measure (show) improving results
EIPA

5. Gather information on citizens / customers
Phase 1:
Key Question is what instruments / techniques are used for what reasons ? And subsequently, if we want to improve (service delivery) what are the instruments we can use best ? Are all the instruments suitable for improving reasons, … ?
The LT will not again describe all the techniques in detail, this is what has been done in the previous mandate.
In this phase we will focus on motives (reasons) for measuring / gathering info
EIPA

6. Setting up concrete improvements
Phase 2:
Key questions in this phase are the mechanisms in organisations that transform the gathered info into improvements in service delivery
What are the organisational enablers needed to make this transformation happen (leadership, staff training,…)
Do we have info on the key drivers of satisfaction ?
How do we work on segmentation to target the improvements ?
What is the nature of the improvements realised ? Do we find different clusters ?
EIPA

7. Measure (show) improving results
Phase 3:
Key questions in this phase are: did the improvements show results ?
How do we measure improvement ? Only by measuring satisfaction in a second round or do we also measure via “objective indicators” (e.g. reduced process time, …) ?
So how do we track performance ( translation into service standards, charters,…)
Searching for links with change management? Different culture ?
EIPA

8. How ? Experts in the different fields Cases from the MS
Finding common denominators
Guidelines
Sharing / discussing
EIPA

9. Timing
24-25 November 2010
presentation to IPSG (invitation to the other member states to sent in cases )
20 December 2010
First round of sending in cases (revision of cases LT I and II)
Beginning of January 2011
Distribution of the cases to the LT members
28 January 2011
LT Meeting in Hungary
Intro from expert(s)
discussion of the cases / more info needed, wanted
search for common denominators
deepening of a topic (suggestion “Segmentation”)
second round of cases (if needed)
Mid April 2011
Sent in adopted cases 1st round and cases 2nd round => distribution to the LT members
26 May 2011
intro from expert(s)
deepening of a topic
preparation / discussion presentation Polish Quality Event (Sept – Oct.)
Sept – Oct 2011
Presentation of the first results at the Polish Quality Event
Second half 2011
CSM LT Meeting Poland
- finalisation of the guidelines (common denominators,…and final case descriptions)
End of 2011
Publication of final version of guidelines and end of the LT.
EIPA

10. Contact European Institute of Public Administration (EIPA)
Public Management and Comparative Public Administration Unit
O.L. Vrouweplein 22 NL BE Maastricht
Tel.:  253