Estonian public sector quality award pilot project 2003 Learning state agency Karin Närep Ministry of Finance of Estonia Rome 2003 Rahandusministeerium

Content The background The objectives of the pilot project The process The results Topics to discuss Conclusions and next steps

Rahandusministeerium The main strategic documents Public Administration Reform Programme of the Government of the Republic of Estonia (2001) Vision of the public administration reform: To achieve with optimum expenditure the performing of public functions so that it takes into account the interests and rights of the citizens, is innovative, flexible, of high-quality and effective.

Rahandusministeerium The steps to achieve high-quality administration The public sector managers learn to think in a quality-centred manner The use of service standards in order to provide more transparent and citizen-centred service The development of effective consultation mechanisms The integration of the providing of services Information and communication technology Quality prizes

Rahandusministeerium New initiatives in Estonian public administration Some state agencies are starting to implement the ISO9000 standards The self-assessment using CAF-model (Ministry of Finance, Ministry of Social Affairs, Ministry of Environmental Affairs) A survey about awareness and implementation of the quality management principles in ministries and state agencies (June 2002) Quality award contest for schools and kindergartens (in capital city) Elaboration and implementation of the citizen charters (decision of the Government) The different initiatives with the aim to introduce the strategic planning and performance management in public sector

Rahandusministeerium The objectives of the pilot project Stimulate organisational diagnose by self- assessment using the CAF-model with the aim to: - raise the awareness about quality management - conduct the evaluation of the strengths and weaknesses of the organisation - compare with other organisations The public recognition for state agencies and their staff

Rahandusministeerium The reasons for choosing CAF introductory tool designed specially for public sector involvement of the staff enables to compare with other organisations first experiences of use already in place low level of awareness about the quality management in public sector

Rahandusministeerium The process self-assessment using CAF-model and submitting of the self-assessment reports external evaluation site visits of the external evaluators submitting the feedback reports by external evaluators to the participating agencies the recognition of the participants

Rahandusministeerium Participants Only for central government agencies 10 participating state agencies: 1 ministry, State Chancellery, boards and inspectorates, 1 institution of applied higher education, 1 county government etc 50 external evaluators from public, private and third sector 4 experts (2 consultants)

Rahandusministeerium The results In overall: very positive experience! From the feedback of the participants: -first experience with self-assessment for most of the participants -external evaluation of the agency -overview of its own organisation for the implementation of the strategic planning -promotion of the participative management -comparison of its own organisation with others using same criteria

Rahandusministeerium The problems by self-assessment The understanding of the content of some sub- criteria The state agencies are only starting to measure the results, so no evidence about results Problems with criteria 8 Too inflexible and general scoring system

Rahandusministeerium Topics to discuss The model used in quality award CAF vs EFQM Only the best ones or broad participation The role of the Ministry of Finance Many different separate quality award/prices or separate categories under the same award

Rahandusministeerium Conclusions Following activities: the quality award for public sector based on CAF- model better training and careful selection of external evaluators more links between different initiatives aimed to rise the management capacity – quality and strategic planning better guidelines for using CAF-model