2. IPSG presentation Troika DG 1, 24 February Jindřich Čermák

3. IPSG meetings Troika DG 1, 24 February 2009  IPSG I – 12-13 February 2009  IPSG II – 11-12 May 2009 (Karlovy Vary)  CAF expert group – 17 March 2009  CSM learning team – 17 April 2009  European Event on CSM – 26-27 April 2009

4. Troika DG 1, 24 February 2009 Main topics of the IPSG I  QC ad hoc group  IPSG and EFQM partnership  Costumer satisfaction management and European Event on CSM  Measuring quality in Public Administration

5. Main conclusion of the IPSG I 1/2 Troika DG 1, 24 February 2009  QC Ad hoc group: - to find solution about 6 QC - EIPA leadership - meeting at 14 April in Maastricht (Brussels)  Partnership between IPSG and EFQM: - no solution on IPSG - final decision will make CAF expert group

6. Main conclusion of the IPSG I 2/2 Troika DG 1, 24 February 2009  Costumer satisfaction management: - widening and spreading – European Event on CSM - 26-27 April in Prague - deepening – continuation work of the learning team - making a handbook of CSM  Measuring quality in Public Administration: - praxis in Slovenia - making learning team under IPSG; LT leader - Slovenia

7. Main conclusion to IPSG II Troika DG 1, 24 February 2009  Draft Resolutions for 52nd DG Meeting  Conclusion of the European Event on CSM  Conclusion of QC ad hoc group

8. Karlovy Vary Troika DG 1, 24 February 2009

9. Karlovy Vary – Hotel Thermal Troika DG 1, 24 February 2009

10. Thank you for your attention! IPSG Team – Jindřich Čermák & Lucie Šutoriková