1. 1 From 4QC to 5QC First considerations EPAN meeting, Helsinki 4-5 December 2006

2. 2 Venue: CNIT Paris-La Défense Date: 20-22 October 2008 Theme:’The citizen at the heart of public quality’ CNIT Grande Arche de la Défense 5QC Paris La Défense

3. 3 The key criteria for a successful 5QC (results of interviews with participants to 4QC) Good keynote speakers Presentations : rich in contents and well structured Innovation : new viewpoints and genuinely innovative cases Associate citizens to preparation and follow-up of the conference Ensure actual presence of citizens during the conference Very concrete examples of good practices from operational units (e.g. hospitals, schools, etc.) Conference : easy to follow for non-French speakers

4. 4 5QC, a milestone for 2008 First QC in the 27-member European Union New social challenges: immigration, management of diversity, ageing population, knowledge transfer between generations, etc. On the path towards the objective of 2000 CAF (Common Assessment Framework) users by 2010 Building upon the success of the 4QC and taking it a step further ‘A concrete way to strengthen the implementation of cooperation’ (DG Meeting, Helsinki)

5. 5 Conference overall purpose: Generate added value for participants gathering reusable good practices listening to innovative viewpoints confronting quality improvement approaches comparing results obtained when using different approaches learning how to overcome difficulties that could arise building a global vision for ‘quality’ taking into account the points of views of all stakeholders

6. 6 Organisation of the 5QC: Continuity and innovation Balance among various types of sessions (plenary, agora, workshop) – similar to previous QCs Productive interactions between speakers and audiences during all sessions Active participation of associations during the conference Reference to a ‘European standard of quality’ in the choice of good practices New types of interactions and exchange (videoconferences, internet forums…)

7. 7 Organisation of the 5QC: 2 major challenges The Tampere conference was a reference in terms of logistical organisation – we intend to meet that standard The linguistic issue will be dealt with carefully in every aspect of the conference: —plenary sessions should be translated into several languages —working sessions (agora, workshops, etc.) should be held in either French or English and translated into the other language

8. 8 ‘The citizen at the heart of public quality’: From 4QC to 5QC: 4 key issues Associate the citizen to help define the public service offer and its future development (‘design together’) Get the citizen to take an actual part in public decision- making (‘decide together’) Define the citizen’s role in the implementation of public actions (‘produce together’) Involve citizens in an evaluation of public services (‘evaluate together’)

9. 9 ‘The citizen at the heart of public quality’: 4 approaches to citizenship 1. The user of public services: —what is the quality of public services for the user? —how do they compare to private services? 2. The taxpayer: —how does "value for money" apply to public services? 3. The member of the community: —how to manage citizens' expectations, balance individual interests and general public well being? —how to manage enforcement and compliance? 4. The civil servant: —how does a civil servant appreciate quality of public services?

10. 10 Conclusion: Ambitious expectations 5QC should be considered as a milestone for the year 2008: —circa 1,500 participants —top quality keynote speakers (high rank political, industrial and public opinion representatives) —outstanding quality of contents —a time to share experiences in a convivial atmosphere

11. 11 Next steps For 5QC team —In cooperation with EPAN: select clear themes for targeted audiences, high quality sessions and cases to discuss, excellent speakers, and encourage opportunities for true discussion and networking For IPSG —Set up a common approach to guide Member States in choosing best practice cases —Set up an objective and rigorous selection process For IPSG, HRM and E-government group members —selection of best practice cases will remain the responsibility of each member state but should comply with common criteria —ensure that the case studies adequately support the themes of the conference

12. 12 Thank you for your attention See you at the 5QC, 20-22.10.2008 in Paris Eiffel Tower Arc de Triomphe Paris - La Défense