1. CAF Resource Centre at EIPA - 2006 1 Open Days Patrick Staes Senior Expert European Institute of Public Administration THE COMMON ASSESSMENT FRAMEWORK CAF. a European effort towards continuous improvement in the public sector. Brussels, 10 October 2007 Workshop 10E23: Quality management in ESF Programmes

2. CAF Resource Centre at EIPA - 2006 2 1. From Quality to organizational management

3. CAF Resource Centre at EIPA - 2006 3 2. Common Assessment Framework

4. CAF Resource Centre at EIPA - 2006 4 CAF RC: 1017 registered users from 33 countries (13 August 2007) Belgium 195 Estonia 18EU Institutions and EC 4 Italy 144 Bosnia-Herzegovina 17Turkey 4 Hungary 89 Finland 19Latvia 4 Portugal 90 Slovakia 12Bulgaria 2 Denmark 80 France 11UK 2 Austria 51 Greece 10Switzerland 2 Czech Republic 49 Spain 9Netherlands 1 Germany 46 Cyprus 6Croatia 1 Slovenia 41 Sweden 5Namibia 1 Poland 39Luxembourg 5China 1 Romania 22Ireland 4Others 4 Norway 18Lithuania 4

5. CAF Resource Centre at EIPA - 2006 5  To introduce public administration to the principles of TQM and progressively guide them, through the use and understanding of self-assessment, from the current “Plan- Do” sequence of activities to a full fledged “Plan Do Check Act” cycle;  To facilitate the self-assessment of a public organisation in order to obtain a diagnosis and improvement actions;  To act as a bridge across the various models used in quality management;  To facilitate bench learning between public sector organisations. Objectives of the CAF

6. CAF Resource Centre at EIPA - 2006 6 1.results orientation 2.citizen/customer focus 3.leadership and constancy of purpose 4.management by processes and facts 5.involvement of people 6.continuous improvement and innovation 7.mutually beneficial partnerships 8.corporate social responsibility The 8 principles of excellence

7. CAF Resource Centre at EIPA - 2006 7 1. Leadership 1.1. Provide direction for the organisation by developing its mission, vision and values 1.4. Manage the relations with politicians and other stakeholders in order to ensure shared responsibility 1.3. Motivate and support the people in the organisation and act as a role model 1.2. Develop and implement a system for the management of organisation, performance and change How the leaders Results 6-7-8-9 CAF 2006 - criterion 1 CAF 2006: structure

8. CAF Resource Centre at EIPA - 2006 8 6. Citizen/customer oriented results 6.1. Results of customer/citizen satisfaction measurements 6.2. Indicators of customer/citizen-oriented results criterion 6 CAF 2006: structure

9. CAF Resource Centre at EIPA - 2006 9 CAF 2006: self assessment Sub criteria 1.1. Strong points (this is what the organisation is strong at with regard to this sub criteria) Improvement areas (this is what the organisation has to improve)  … …………………… Improvement actions (which are the concrete actions we propose)

10. CAF Resource Centre at EIPA - 2006 10 Enablers classical assessment panel PhaseENABLERS PANELScore2002 We are not active in this field We have no information or very anecdotal. 0 – 100 PLANWe have a plan to do this.11 – 301 DOWe are implementing/doing this.31-502 CHECKWe check/review if we do the right things in the right way. 51-703 ACTOn the basis of checking/reviews we adjust if necessary. 71-904 PDCAEverything we do, we plan, implement and adjust regularly and we learn from others. We are in a continuous improvement cycle on this issue. 91-1005 CAF 2006 : the scoring

11. CAF Resource Centre at EIPA - 2006 11 Results classical assessment panel RESULTS PANEL ScoreLevel 2002 No results are measured and/or no information is available. 0 – 100 Results are measured and show negative trends and/or results do not meet relevant targets. 11 – 301 Results show flat trends and/or some relevant targets are met. 31-502 Results show improving trends and/or most of the relevant targets are met. 51-703 Results show substantial progress and/or all the relevant targets are met. 71-904 Excellent and sustained results are achieved. All the relevant targets are met. Positive comparisons with relevant organisations for all the key results are made. 91-1005 CAF 2006 : the scoring

12. CAF Resource Centre at EIPA - 2006 12 Phase 1 – The start of the CAF journey Step 1 Decide how to organise and plan the self-assessment Step 2 Communicate the self-assessment project Phase 2 – Self-Assessment Process Step 3 Compose self-assessment group(s) (12 people) Step 4 Organise training (2 days) Step 5 Undertake the self-assessment Step 6 Draw up a report on the results Phase 3 – Improvement plan/ prioritisation Step 7 Draft an improvement plan Step 8 Communicate the improvement plan Step 9 Implement the improvement Plan Step 10 Plan next self-assessment The process of organisational improvement with CAF

13. CAF Resource Centre at EIPA - 2006 13 Actors  Network of CAF Users: European CAF Users Event: 2003 Rome, 2005 Luxemburg, 2007 Lisbon  National CAF correspondents: civil servants and institutions  Network of National CAF Correspondents: meet 2 times a year  CAF Resource Centre at EIPA  Research  Training  Consulting  Database  E-community  National training centres for public administrations  Universities  Private consultants

14. Contact Patrick Staes – senior expert European Institute of Public Administration (EIPA) O.L. Vrouweplein 22 NL - 6201 BE Maastricht Tel.: +31 43 3296 253 E-mail: p.staes@eipa-nl.comp.staes@eipa-nl.com http://www.eipa.eu/caf