1. 1st Meeting of IPSG 16 -17 July 2007
Parque das Nações  Lisboa  Portugal
IPSG Meeting - 16, 17 July – Lisbon

2. IPSG Meeting - 16, 17 July – Lisbon
Agenda
MONDAY, 16TH JULY
Opening of the meeting
Welcome words
General information
Minutes of last meeting in Bonn
9.45 – 10.00
Results of the DG and Ministers meeting in Berlin
10.00 – 10.30
4CQ impact evaluation
11.00 – 12.45
5th Quality Conference
14.00 – 14.15
Customer satisfaction
14.15 – 15.15
Citizen Charter
15.15 – 16.00
Presentation of practice case:
“The Portuguese strategy for eGov: Placing the citizen in the centre of modern and changed PA”
16.15 – 17.00
Presentation of practice case: “The Simplex Programme and Enterprise life cycle”
IPSG Meeting - 16, 17 July – Lisbon

3. IPSG Meeting - 16, 17 July – Lisbon
Agenda
TUESDAY, 17TH JULY
Summary of conclusions from previous day’s proceedings
Human Resources WG - Information
e-Government WGs - Information
9.50 – 10.20
CAF Activities
10.20 – 10.30
EUPAN Handbook – update
MTP and working methods
Portugal
12.00 – 12.10
Information
12.10 – 12.20
Next IPSG meeting
12.20 – 12.30
Any other business
IPSG Meeting - 16, 17 July – Lisbon

4. 4QC Evaluation (PT responsibility)
The objectives of the evaluation study:
To analyze the impact of the Conference in participants work activities as practitioners or decision-makers …
September – administration of the questionnaire to all universe of 4QC participants(more than 600 respondents)
15/16 November- Second IPSG meeting: Final report and conclusions.
IPSG Meeting - 16, 17 July – Lisbon

5. 5QC preparation (Paris, October 2008)
“The Directors General agree that the Quality Conferences are an important platform for disseminating information, improving the quality of public services at European level and sharing good practices. They will take place every two years. In this context the DGs strongly support the organization of the 5th Quality Conference and ask the to the IPSG to continue assisting with the preparation.”
“…The main theme of the conference will be “The citizen as the main focus of quality-oriented public administration” and will particularly focus on citizen involvement and association in quality-oriented public administration. In this context also best practices in meeting the challenges of demographic change should be presented….”
( Resolution of DGs – Berlin, July).
IPSG Meeting - 16, 17 July – Lisbon

6. Meeting of the 5QC IPSG subgroup in Paris October 22nd, 2007
Agenda
1. Review of the proposed guidelines for the preparation and facilitation of
agora sessions
 best practice workshop sessions (including the "critical friends" process)
2. Discussion of the guidelines for country stands ("citizen village")
3. Discussion of how to best integrate EUPAN & IPSG priority work into the conference :
 the challenge of demographic change
customer satisfaction management
citizen charters
etc.
IPSG Meeting - 16, 17 July – Lisbon

7. IPSG Meeting - 16, 17 July – Lisbon
Customer Sactisfaction Management sub-group Meeting 26 September Brussels
Agenda
Mid-Term Strategy for the Customer Satisfaction Management Decision about the vision for the CSMG work based on the UK proposal “The Customer Challenge – Customer focus”
Decision about the work programme for the next 2 years - Planning (following presidency, 5QC), Working methods, Budget…
Guidelines on “Customer Focus”, including good practices
Integration Citizen Charter and Focus Group
Presentation of practice case
Information: The UK and Finnish strategy for customer management: Placing the citizen in the centre of modern and changed public administration integration of citizen measure, charter, caf…
IPSG Meeting - 16, 17 July – Lisbon

8. IPSG Meeting - 16, 17 July – Lisbon
Practice Cases
The presentation and discussion of good practice cases (sharing Best practices), is perceived has one of the added value by the MS. So during our presidency we will continue the habit of presenting best practice cases during the IPSG meetings.
The cases presented are related whit the simplification and quality of service delivery (better and faster service for the citizens and enterprises).
two presentations:
The first one related to the Portuguese Strategy: Placing the citizen in the centre of modern and changed PA;
the second one related to the Simplex Programme, as a Whole, and some outputs related to the Enterprise Life Cycle.
IPSG Meeting - 16, 17 July – Lisbon

9. Working proposal: cooperation within WGs and sharing knowledge

10. Working proposal: Cooperation
Objective: To improve the sharing knowledge and cooperation within the working groups of the EUPAN network.
In every formal meeting of each WG will be present one/two representative of the others WGs (from the presidency).
Those representatives can participate in a full basis, but the main objective is to express the views from the group they represent (if appropriate) and gather first hand information about the work in progress.
As is already practice they also present information about the work done or in progress in the group they represent, stimulating more in depth cross-information.
IPSG Meeting - 16, 17 July – Lisbon

11. IPSG Meeting - 16, 17 July – Lisbon
EUPAN HANDBOOK
The EUPAN Handbook has been drafted in 2004 and Finland was carry the task would be update it. It was stated that this handbook is also available to the other working groups if so wished.
Our perspective is that we can work with the others WGs to finalize the EUPAN Handbook to be approved during the DG meeting in December.
IPSG Meeting - 16, 17 July – Lisbon

12. IPSG Meeting - 16, 17 July – Lisbon
EUPAN WEBSITE
Main points:
More visibility for the work/output of the Groups.
new area for post the Best Cases presented in the meetings.
It’s possible to update the Newsletter? (There are only two! November 2004 and May 2005) for instance on bi-annual basis (one by each presidency) – Responsibility: each presidency.
Links on the website of IPSG members organizations.
IPSG Meeting - 16, 17 July – Lisbon

13. Proposal: LEARNING GROUPS (LG)

14. Main purpose - background
The number of IPSG members is increasing which difficult the consensus in the group and not allow profound debates.
The assessment lead by German Presidency shows that Members States (MS) have different needs and expectations regarding the IPSG activity.
The results of the IPSG activity are mainly linked to CAF and Quality Conferences. Other projects don’t have visibility or are not sufficiently shared
IPSG Meeting - 16, 17 July – Lisbon

15. IPSG Meeting - 16, 17 July – Lisbon
Proposal
The IPSG may create LEARNING GROUPS (LG) on the basis of particular common interests, but responsible to produce outputs to share.
The LG could have two primary kinds of outputs:
Innovative: to develop new themes.
Sharing: to find transferable practices between MS
IPSG Meeting - 16, 17 July – Lisbon

16. Main advantages of the learning groups
Aligning the IPSG activity to the Member States needs and expectations (volunteer basis).
Covering more themes in the MTP which increases the IPSG results.
Promoting the sharing practices and findings among MS which is one of the core businesses of the IPSG.
Working on themes which don’t have the necessary consensus of the IPSG group to be a common project, especially at the beginning.
IPSG Meeting - 16, 17 July – Lisbon

17. The Learning Group participants could be:
IPSG members;
Members of the others EUPAN WG;
Public servants/consultants of MS invited/designated by the IPSG members organizations.
To set up Learning Groups within the IPSG, or within the EUPAN network, the following aspects must be considered in advance:
Theme related to the IPSG/EUPAN mission (condition);
Outputs during the MTP in progress (condition); (?)
Minimum 3 Members States (condition).
IPSG Meeting - 16, 17 July – Lisbon

18. IPSG Meeting - 16, 17 July – Lisbon
LG rules & principles
The LG philosophy of action should be “win-win”: all LG members should learn with the LG experience.
The LG nature is not academic but practice.
The LG “clients” are the LG members, the IPGS members, the EUPAN network and the European public services.
The LG is free to set up the form of work, namely the coordination, the responsible for the minutes of the meetings, the possible reports and presentations, etc.
The LG is free to set up the most appropriate .To avoid extra costs to MS attendance meetings it is not a prerequisite, but LG members are free to decide on this.
IPSG Meeting - 16, 17 July – Lisbon

19. Proposals for the MTP
Presidency

20. IPSG Meeting - 16, 17 July – Lisbon
MTP - Main sources
Germany Assessment (IPSG members)
Ministers and Director General Resolutions
(also Final Report of Lisbon ah doc group - May as reference)
IPSG Meeting - 16, 17 July – Lisbon

21. IPSG Meeting - 16, 17 July – Lisbon
General framework
QUESTIONS
PROPOSALS
What kind of
projects could
contribute for
Lisbon
targets?
According with the IPSG assessment and the Lisbon ad hoc group :
Governance (IPSG)
Benchmarking (IPSG)
National Lisbon Programs benchmarking (IPSG & Lisbon)
User Satisfaction Indices (IPSG & Lisbon)
Innovation in delivery of services (IPSG & Lisbon)
Efficiency of public administration (IPSG & Lisbon)
Performance indicators on price and quality (IPSG & Lisbon)
Collection of service needs (Lisbon)
Organization of successful take-up campaigns (Lisbon)
Investments in physical and intellectual infrastructure (Lisbon)
Use of eco-technology (Lisbon)
IPSG Meeting - 16, 17 July – Lisbon

22. IPSG Meeting - 16, 17 July – Lisbon
General framework
QUESTIONS
PROPOSALS
Which working
areas could be
developed in closed
cooperation with
other EUPAN WG?
With e-Gov WG
Innovation in
delivery
of services
Others?
With HR
Demographic
change & Ageing
With DEBR
Efficiency of public
administration
IPSG Meeting - 16, 17 July – Lisbon

23. IPSG Meeting - 16, 17 July – Lisbon
General framework
QUESTIONS
PROPOSALS
What kind of outputs
do IPSG want to
deliver?
Outputs
Common frameworks (e.g. CAF)
Seminars and conferences (e.g. Quality Conferences; CAF Users Event)
Practical Guides (e.g. collection of good practices of MS; on-line publication)
Guidelines (e. g. Citizen charter guidelines)
Good/Best Practices cases available on-line (e.g. through EUPAN website)
IPSG Meeting - 16, 17 July – Lisbon

24. IPSG Meeting - 16, 17 July – Lisbon
General framework
QUESTIONS
PROPOSALS
How could IPSG
improve the
working
methods to achieve
better results?
Working methods
Defining functional rules for the group (Handbook)
Defining rules to spread the IPSG outputs to public services (Handbook)
Creating Learning Groups on the basis of member states common interests, responsible to produce outputs.
IPSG Meeting - 16, 17 July – Lisbon

25. IPSG Meeting - 16, 17 July – Lisbon
Proposals for the MTP
QUESTIONS
PROPOSALS
What should be the
IPSG working
areas
for ?
Ongoing working areas:
CAF
Quality Conferences
Customer satisfaction
Citizen Charter
Sharing practices
Possible new working areas:
Governance/Good Administration
Demographic change & ageing
Efficiency of public administration
Organizational development and leadership
Innovation in delivery of services
IPSG Meeting - 16, 17 July – Lisbon

26. IPSG Meeting - 16, 17 July – Lisbon
Summary of IPSG member’s ideas for the future
ONGOING PROJECTS
Improve customer satisfaction project
Improve Citizen Charter project
New methods for sharing practices
Improve CAF project
Improve Quality Conferences project
NEW WORKING AREAS
Efficiency of public administration
Governance
Organizational development and leadership
Innovation in delivery of services
Promotion of the implementation of Quality Management Systems
Participatory policy making and policy evaluation
Impact of demographic change on recruitment & active ageing
IPSG Meeting - 16, 17 July – Lisbon

27. Priorities for 2008/2009 Governance Demographic change. Areas:
MINISTERS RESOLUTION
DGS RESOLUTION
Priorities for future work - EUPAN
Priorities for future work - IPSG
Areas of cooperation
Governance
Demographic change.
Areas:
Ensuring customer satisfaction
Guaranteeing high-quality public services (Citizen Charters)
Good practices
CAF development and dissemination throughout Europe
Quality Conferences
CAF
Citizen Charter
Costumer satisfaction
IPSG Meeting - 16, 17 July – Lisbon

28. IPSG Meeting - 16, 17 July – Lisbon
MTP - TIME FRAME
Discussion on first meetings of Working Groups (1st IPSG – 16/17 July)
Discussion on I Troika Secretariat (30 July)
Draft on II Troika Secretariat (23 October)
Draft on I DG Troika (26 October)
Discussion and approval on Working Groups (II IPSG – 15/16 November)
Approval in DG Meeting (10 December)
IPSG Meeting - 16, 17 July – Lisbon

29. IPSG Meeting - 16, 17 July – Lisbon
Next IPSG meeting
15, 16 November  Lisbon
Presidency
IPSG Meeting - 16, 17 July – Lisbon

30. Next meeting - Main issues
5QC
Customer satisfaction management
CAF & CAF Event & CAF Movie
MTP
EUPAN Handbook
IPSG Meeting - 16, 17 July – Lisbon

31. IPSG Meeting - 16, 17 July – Lisbon
Evaluation - IPSG meeting Inquire distributed to all the IPSG members that participate in the 1st IPSG meeting of the Portuguese Presidency held in Lisbon on 16/17 July (TOTAL = 33). N.
Topics JJ J K L
Topic not evaluated
Total ner of answers Nº %
1.   
Decisions taken (adequate, pertinent) 5
19,2 18
69,2 2
7,7 1
3,8 26
2.   
Debate promoted between participants (necessary, fruitful)
3.   
Proposals presented (interest; relevance) 6
23,1 19
73,1
0,0
4.   
Practices cases presented (interest; relevance) 7
26,9 12
46,2 3
11,5
5.   
Documentation (clear, well organized, well presented) 15
57,7 11
42,3
6.   
Agenda (theme/schedule) 10
38,5
7.   
Practical information (sufficient; clear)
8.   
assistance before the meeting (to registration; to respond to your questions…)* 17
68,0
20,0
4,0
8,0 25
9.   
Access to the documentation (reception in due time, channels used) 9
34,6 4
15,4
10.        
EUPAN site of Portuguese Presidency (clear, friendly, adequate) 16
61,5
TOTAL
113
112 14
259
IPSG Meeting - 16, 17 July – Lisbon

32. Thank you for your attention ! IPSG Meeting - 16, 17 July – Lisbon