1. 23 - 24 September 2010, Bucharest The 4 th European CAF Users’ Event Progressing Towards Excellence - The Challenge for European Public Administrations in Difficult Times UNIUNEA EUROPEANA Fondul Social European GUVERNUL ROMANIEI Ministerul Administratiei si Internelor Unitatea Centrala pentru Reforma in Administratia Publica “Self-assessment in the context of the management by objectives” Ana Laranjeira Regional Directorate for Organisation and Public Administration Vice-Presidency of the Regional Government of the Azores Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration

2. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest  Azores is a Portuguese archipelago, in the Atlantic Ocean, composed of nine islands;  The Autonomous Region of Azores is one of the two autonomous regions in Portugal;  Population: 244.780 inhabitants;  Regional administration workers: 18.260 (represents 15% of the azorean workforce). “Self-assessment in the context of the management by objectives” Identification Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration

3. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest “Self-assessment in the context of the management by objectives” Identification Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration

4. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest 9th Azores Regional Government Programme (2005-2008) Regional Plan for Quality Promotion in Public Services Companies Citizenship Public Service Strategic Vectors “Self-assessment in the context of the management by objectives” Case Background Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration

5. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest 5 Government Regulation nº 2/2006 Order to increase the role of Quality Promotion Groups Obligation of Self-Assessment in each organisation with CAF Periodically schedule Regional Executive Law (DLR nº 29/2005/A) Self Assessment for Regional Educative Sector (QUALIS) To adapt CAF examples to Public Educative Sector Obligation of Self-Assessment in all public schools of Azores Periodically schedule Few experiences with CAF in some services Regional Legislative Law – DLR nº 14/2008/A New System of measuring performance in the Azores Autonomous Public Services: Integrated System for Management and Evaluation of the Performance for Public Regional Administration of the Azores (SIADAPRA) 2006 2008 Government Regulation nº 119/2003 Order to create Quality Promotion Groups Promotion of Self-Assessment in each organisation based on CAF tool 2005 2004-2005 2003 “Self-assessment in the context of the management by objectives” Case Background Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration

6. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest “Self-assessment in the context of the management by objectives” The Actors Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration

7. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest To attend the implementation of CAF, in permanent coordination with the Quality Promotion Groups To train all members of the Quality Promotion Groups and Self Assessment Teams, in 2006-2007: 20 training sessions - 12h (363 participants) 1 Workshop (163 participants) CAF Manual for regional administration (available at www.vpgr.azores.gov.pt), considering the specificity of the Azorean strategy To follow up the Improvement Actions Plans 2004-2008 “Self-assessment in the context of the management by objectives” Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration

8. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest To follow up the implementation To coordinate the Self Assessment Teams To follow up the Improvement Actions Plan To report to General Coordination the Improvement Actions Plan in a quarterly basis “Self-assessment in the context of the management by objectives” Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration 2004-2008

9. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest To develop the Self Assessment in each Organisation To prepare the Improvement Action Plans To send the Final Report to the Department Coordination “Self-assessment in the context of the management by objectives” Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration 2004-2008

10. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest Self Assessment organisations - Results 2004-2008 “Self-assessment in the context of the management by objectives” Measure of Success Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration

11. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest Improvement Actions Identified 2004-2008 Balance of the 316 Identified Improvement Actions 1509472 Total number of actions - 316 End of 2008 “Self-assessment in the context of the management by objectives” Measure of Success Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration

12. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest Objectives Achieved  Overall collaborators’ involvement in the Improvement Process  Discovery of the strengths and improvement areas  Measurement of the progress over time, through periodic self-assessment  Integration of various quality initiatives into normal “business” operations  Management by processes and facts  Knowledge of the direction to follow for improvement activities  Self Assessment, the first step to execute the Integrated System for Management and Evaluation of the Performance for Public Regional Administration of the Azores – SIADAPRA  Now (Sept. 2010) there is one Regional Directorate certified and credited and two in process of. “Self-assessment in the context of the management by objectives” Measure of Success Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration

13. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest  To implement the System of measuring performance in the Azorean Administration - SIADAPRA  To apply CAF on the context of the new system  Compare results (Benchmarking) and experiences (Benchlearning) “Self-assessment in the context of the management by objectives” Future Challenges Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration

14. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest SIADAPRA 1 Measuring Organisational Performance SIADAPRA 2 Measuring Individual Managers Performance SIADAPRA 3 Measuring Individual Workers Performance SIADAPRA - 3 subsystems QUAR (Evaluation and Responsibility Chart) BSC Activities Plan CAF or Qualis Performance Evaluation Form Excellent Performance Good Performance (only 20% can be Relevant in each annual management cycle, 5% of these can be recognized as Excellent) Satisfactory Performance Non Satisfactory Performance Excellent Performance Relevant Performance (only 30% can be Relevant in each annual management cycle, 5% of these can be recognized as Excellent) Satisfactory Performance Non Satisfactory Performance Excellent Performance Relevant Performance (only 30% can be Relevant in each annual management cycle, 5% of these can be recognized as Excellent) Satisfactory Performance Non Satisfactory Performance Performance evaluation at the end of each annual cycle Tools Methodologies Instruments “Self-assessment in the context of the management by objectives” Future Challenges Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration

15. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest How are services evaluated in each annual management cycle?  By the results obtained Results of effectiveness Results of efficiency Results of quality  By the internal Quality processes implemented Implementing action plans provided by a process of quality tools application, in particularly CAF.  By the internal and external recognition Workers Satisfaction Clients Satisfaction Internal and external audits Certification and accreditation processes Recognition of the Member of the Government SIADAPRA 1 - Measuring Organisational Performance “Self-assessment in the context of the management by objectives” Future Challenges Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration

16. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest Which are the direct main consequences of being “Excellent” in each annual management cycle?  The services with best results obtained and quality processes implemented could expect being recognized as “Excellent” on that annual management cycle inside of their Government Department.  Services with Excellent performance in an annual management cycle are authorized to increase their “Relevant” and “Excellent” percentages for managers and workers performance up to 40% and 10%, respectively, in the new annual management cycle, with practical effects on their professional careers. SIADAPRA 1 - Measuring Organisational Performance “Self-assessment in the context of the management by objectives” Future Challenges Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration

17. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest “Self-assessment in the context of the management by objectives” Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration How is it recognized the Excellent performance of services?  Services are evaluated by Planning, Strategy and Evaluation Services (department level)  Using the Matrix Excellence:  Scale score: 1 to 10 points  Compare results (Benchmarking) and experiences (Benchlearning) 12 Criteria 1 - Analysis of Productivity 5 - Overcoming global evaluation criteria (Effectiveness, Efficiency and Quality) 9 - Employee satisfaction 2 - Cost-Effectiveness6 - Variance Analysis 10 - Processes and system performance indicators 3 - Important and positive development outcomes in the service compared to previous years 7 - Impact on Society (contribution of service to the pursuit of public policies) 11 - Planning and strategy 4 - Excellence of the results, particularly as compared to established national or international standards, (also taking into account efficiency improvements) 8 - User satisfaction 12 - Total Quality Management

18. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest “Self-assessment in the context of the management by objectives” Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration Criteria 12 – Total Quality Management Scale score Evidence 1 The service has already implemented at least once a tool of (self) evaluation CAF or Qualis or The service has already been covered at least once in the tool (self-) evaluation CAF or Qualis. 2 The service applied this year CAF or Qualis or The service was covered this year by CAF or Qualis or The service is implementing the improvement actions set out in the plan, following the most recent application of the tool or CAF Qualis. 3 The service has already applied for more than once the tool CAF or Qualis. The final application demonstrates no evolution in respect to the penultimate moment of application. 4 The service has already applied for more than once the tool CAF or Qualis. The final application demonstrates an improvement over the penultimate moment of application. 5 The service has already applied for more than once the tool CAF or Qualis. The final application demonstrates a very significant improvement in relation to the penultimate moment of application. 6 The service has already applied for more than once the tool CAF or Qualis. The final application demonstrates a very significant improvement in relation to the penultimate moment of application. Also the service held at least once an benchmarking and benchlearning experience with a corresponding service. 7 The service has initiated a certification process based on nationally or internationally recognized methodology. 8 The service is in the final phase of a certification process based on nationally or internationally recognized methodology. 9 The service is certified based on nationally or internationally recognized methodology. 10 The service is in a certification process as a result of the application at a level above the base level of methodology recognized nationally or internationally or The service is certified at a level above the base level of methodology recognized nationally or internationally.

19. Progressing Towards Excellence The 4th European CAF Users’ Event 23 - 24 September 2010, Bucharest Thank you for your attention! For more information please contact ana.mt.laranjeira@azores.gov.pt or go to www.vpgr.azores.gov.pt Vice-Presidency of Azores Government Regional Directorate of Organisation and Public Administration “Self-assessment in the context of the management by objectives”