1. The Common Assessment Framework CAF
LOGON Working Group Meeting Public Managment in Local administration
The Common Assessment Framework CAF
Patrick Staes
European Institute of Public Administration
CAF Resource Centre
Praha, September 13th

2. Origin of CAF The principles of Total Quality Management
from the European Foundation for Quality Management ( EFQM )
from the Speyer Institute ( Germany )
designed by the I P SG ( Innovative Public Services Group )
The expert group reporting to the DG responsible
for the public administration in the MS of the EU
with E I P A ( European Institute for Public Administration )
to produce the C A F

3. The launching of CAF
Launched at the 1st European Quality Conference, May 2000, Lisbon
Presentation of the CAF 2002 version at the 2nd European Quality Conference, October 2002, Copenhagen
Discused at the 3d European Quality Conference, September 2004
Rotterdam
Used in different European Countries in the context of their national Quality Conferences (Belgium, Denmark, Finland, Norway, Germany, Portugal, Italy etc.)

4. The second version : CAF 2002
Questionnaire on the CAF applications in Europe
Conclusions: avoid redundancy and overlap, simplicity , glossary useful,…
Agreement on the new CAF structure in Berlin (May 2002): reduction from 43 to 27 sub-criteria, better adapted to public service (cr.1.4, 4.2, 5.2,), proper scoringsystem
Officially presented at the 2nd Quality Conference: oktober 2002 Copenhague
CAF recognized by EFQM as a “first level”

6. CAF - criterion 1 1. Leadership Results 6-7-8-9 How the leaders 1.1.
Give direction to the organisation:
develop and communicate vision,
mission and values
1.2. Develop and implement a system for managing the organisation
Results
How the leaders
1. Leadership
1.4. Manage the relations
with the politicians
and other stakeholders
1.3. Motivate and support the people
in the organisation
and act as a role model

7. 2.3. Implement strategy and planning in the whole organisation
CAF - criterion 2
2. Strategy
&
Planning
2.3. Implement strategy and planning
in the whole organisation
9. Key performance
Results
2.1. Gather information
relating to present
and future needs
of stakeholders
2.2. Develop, review and update
strategy and planning

8. CAF - criterion 3 3. HRM 7. People results
3.3 Involve employees by developing
dialogue and empowerment
3.2 Identify, develop, and use competencies
of the employees, aligning individual, team
and organisational targets and goals
7. People results
3.1. Plan, manage and improve
human resources with regard to
strategy and planning

9. key partnership relations with the customer/citizen
CAF - criterion 4
4.1. Develop and implement
key partnership relations
4.2. Develop and
implement
partnerships
with the customer/citizen
6.Citizen/customer
oriented results
9. Key performance
results
4. Partnerships and
resources
4.3. Manage knowledge
4.4. Manage finances
4.6. Manage buildings
and assets
4.5. Manage technology

10. CAF - criterion 5 5. Process and change management
5.2. Develop and deliver services
and products by involving
the customer/citizen
5.1. Identify, design, manage
and improve processes
5. Process and
change management
9. Key performance
results
5.3. Plan and manage
modernisation
and innovation

11. Enablers assessment panel

12. 6. Citizen/customer oriented results
CAF - criterion 6
6. Citizen/customer oriented results
6.1. Results of customer/citizen satisfaction measurements
6.2. Indicators of customer/citizen-oriented measurements

13. CAF - criterion 7 7. People results
7.1. Results of people satisfaction and motivation measurements
7.2. Indicators of people results

14. CAF - criterion 8 8. Society results
8.1. Results of societal performance
8.2. Results of environmental performance

15. 9. Key performance results
CAF - criterion 9
9. Key performance results
9.2. Financial performance
9.1. Goal achievement

16. Results assessment panels

17. The lessons learned in general
CAF is generic : needs to be translated to the specific organisation
It is always the right time to use CAF
Balance between objectivity (fact-driven) and subjectivity
CAF is a supplement, not an alternative: logical framework for existing reforms
CAF is very often an unique opportunity for people to express themself over their organisation =best support for change
CAF is not without any risks: good expectation management is needed
External support can be useful, by preference from public agencies

18. Values in TQM General values Learn and Critisize Managing Conflicts
Open Com-
munication
Dialogue
Look to the
future
Culture of
Trust
Dealing with
uncertainty
Problem-
solving
Positive
Image of Men

19. The lessons learned on implementation
Total sustainment of the management
SA group representative of the organisation
Work fast: 4 half days of meetings
Evidences to justify the scores
Try to work by consensus
Translate into priorities for improvement actions
Strenghten communication on the exercise and the improvement actions
Repeat periodically the exercise to measure the progress

20. Action plan Quality Circles ISO 9000 People Surveys Investors in
User Manuals PD
BSC
Performance Management
Citizen/
Customer
Surveys
Mission Development
Audits
Citizen or Service Charters
ISO 14000
Budgeting,
Accounting
Benchmarking
CRM
Info Acts

21. Applications untill now
Translated in 15 languages
+/- 500 applications at the end of 2003
Training CAF: e.g. EIPA, SPEYER, Belgium, Norway,
Data bank CAF :e.g. EIPA, SPEYER, Belgium
Chinese CAF pilot projects
Academic interest in United States: Univ. Massachusetts 2005

22. CAF in local administrations
CAF survey December 2003: +/ 500 applications, 38 % local governments
CAF Users Event Rome: presentations of Vienna, Salzburg, Munster Police etc.
CAF at the First Conference of Local Innovations in Greece, April 2004
CAF-Quality network for local administrations, Belgium

23. Further developments
CAF one of the priorities of the MS, especially of the new member states
CAF action plan
CAF Resource Centre EIPA: development of tools, guidelines, training, website, databank, best practices, CAf networking
CAF experts group: Vienna March 2004, Maastricht October 2004.
CAF Users Event : Rome 2003, Luxemburg June 2005
Benchmarking based on CAF