1. Overall Quality Assurance, Selecting and managing external consultants and outsourcing Baku Training Module

2.  Discuss:  Overall quality assurance  Consultants and Outsourcing  Questions Overview

3.  Due to the size and complexity of census operations, it is likely that errors may arise at any stage of the census.  To minimize and control errors, it is good practice to devote a part of the budget to quality assurance and control programmes. Overview

4.  Four attributes to quality:  relevance  cost  timeliness  data accuracy  Achieving a quality outcome is essentially about balancing cost, timeliness, accuracy and relevance - relevance usually determined early when topics and output determined.  Quality is relative, and based on what is acceptable, rather than a concept of achieving absolute perfection What is Quality Assurance?

5.  Deficiencies in quality are usually the results of deficiencies in the process rather than the actions of staff  Key to achieving a quality outcome is to regularly measure the cost, timeliness and accuracy so that the process can be improved - using the Quality Assurance Circle Measuring quality

6. Identify root cause Identify most important quality problem Measure Quality Implement corrective action  Quality Assurance Circle (or Continuous Quality Improvement)

7. Quality Assurance  People undertaking the process are in a good position to identify problems and suggest improvements  Quality therefore relies on:  established, documented procedures  systems to monitor outcomes  active encouragement by management to involve staff in identifying and resolving quality issues  Managers play a key role in achieving quality:  establish a culture of focusing on quality  giving staff responsibilities to allow them to achieve  ensure staff understand the philosophy of quality  providing the opportunity for staff to contribute

8.  Quality Control: finding errors and fixing them  relies on ability to find all errors  can add significant cost  fixing errors can itself introduce error  puts the responsibility in the hands of the inspector  Quality Assurance/Continuous Quality Improvement: emphasis on improving the process rather than just fixing the error  recognises there will be errors in the process  aims to improve the process as it proceeds  gives staff a responsibility in improving the process Control versus Assurance

9.  Testing the form design  involving the public – how do the public understand the questions being asked,  involving stakeholders to ensure the results obtained are as expected, such as the Processing team to ensure the form works with the processing systems, and the subject matter specialists to ensure the questions are being answered as expected  Testing the field operations  How are the procedures implemented, does the training provide staff with sufficient skills, what suggestions do staff have to improve the process  Testing the Processing, Dissemination and Evaluation  do the systems perform as expected, how well do the documented procedures work, how accurate is the data obtained during the test  It is ok for tests to fail - the purpose of testing is to learn and improve Activities to assist in assuring quality of the Census

10.  A key starting and ending point for planning any Census is the Evaluation:  start planning by examining the evaluation from the previous Census - what worked well and what could be improved  evaluate as you go - continuing to record what worked and what needs to be improved  finish the Census process by evaluating the process and recording what worked and what didn't so that future planners have this insight.  Quality assurance applies to all aspects of the Census, from developing forms, procedures and systems through to dissemination.  The Census is a once every 10 years event, so need to test all aspects to reduce the possibility of major issues occurring Overall Quality Assurance

11. Questions?

12.  Use of contractors and/or outsourcing can play a key role in the Census operation and continues to increase  Whether other Government agencies, private vendors or consultants, key principles in selecting and managing them are the same  Is outsourcing needed? This is an organisation decision based on skills and abilities within the organisation.  Ultimately the outcome is to achieve a successful census to an agreed cost and an agreed timetable Selecting and Managing external consultants and outsourcing

13.  Other organisations have their own objectives  Private Vendor: obtaining a profit for their shareholders  Other Government: other Government policy and activities Differing Objectives

14.  Clear Specifications are key to ensuring you get what you want and that everyone understand what is expected Specifications

15.  Ongoing monitoring is critical to ensure the success of an outsourcing project  Should include activities such as regular scheduled meetings with a defined structure/activity, project management reporting, and include reporting through the Census governance arrangements  Continual review of achievements against original specifications, such as achieving key dates in the timetable  Aim for clear and open communications Monitoring the outsourcing project

16. Questions?