1. EUPAN DG-Meeting Innovative Public Services Group (IPSG)

2. Working Areas Mid-Term Programme Common Assessment Framework (CAF)
5th European Quality Conference
Customer Satisfaction Management
Citizen Charters
Good Practices
Cooperation
Expert Conferences
DG-/ Ministers Resolution

3. 1. Mid-Term Programme I
Results of the survey and discussions within IPSG:
The next MTP should reconsider the role of EUPAN, its vision, priority topics and the working structures.
Priorities of the next MTP and of the future work of IPSG should take into account the Lisbon Strategy.
IPSG should strengthen its orientation towards outputs aiming to practical products and meeting citizens’ needs.
IPSG work was also important to foster the transfer of knowledge.

4. 1. Mid-Term Programme II
In the future, it should focus on issues such as citizen charters, customer satisfaction management and other crosscutting issues.
EUPAN groups should further deepen their cooperation. The MTP should be utilized to optimize the structure of EUPAN and to develop new ways of working. Its structure should constantly adapt to the content of its work.
The trustful personal relationships between IPSG members represents an important value in itself. New working methods and organisational structures should try to preserve those close contacts.

5. 1. Mid-Term Programme III
Other suggestions for future activities of IPSG:
Participative policy making and evaluation
Sharing of experiences (QC, awards, best practices)
New forms of service delivery and performance management at organisational level
Demographic change
Knowledge management

6. 2. Common Assessment Framework (CAF) I
CAF Action Plan
General Action Plan is based on national action plans
The main objectives are:
to support or assist Member States in promoting and spreading the use of CAF at national level
to promote the use of CAF at European level
to support all organisations interested in the use of CAF

7. 2. Common Assessment Framework (CAF) II
The 3rd CAF European Users’ Event
It will take place in Lisbon, Portugal,
on 11 and 12 October 2007
under the motto “CAF inspiring change”.
Goal of 2010 CAF users by the year 2010
EIPA needs IPSG support for promotion of CAF utilization.

8. 2. Common Assessment Framework (CAF) III
CAF video/movie
The purpose of the video is to show the benefit of CAF, amongst others via life experiences.
CAF “validation”
The aim of the external feedback is to respond to real needs of public sector organisations.
A Sub group is focusing on (1) process validation and
(2) peer evaluation.
CAF eTool
CAF eTool was referred to as a very successful instrument. It is already available in English, French and Dutch. Translations to Polish and Latvian are planned. Further translations are to follow.

9. 3. 5th European Quality Conference I
The 5th European Quality Conference
will be held in Paris
on October 2008.
The conference will focus on
“The citizen at the heart of public quality”

10. 3. 5th European Quality Conference II
Sub-topics:
- Improving citizens’ lives
(focus on delivering public services)
- Citizen Participation as a driving force for public
quality (focus on quality process)
- Taking new key social issues into account
(focus on societal quality)
- Beyond the citizen, involving all stakeholders for
quality (focus on an all-inclusive quality system)

11. 4. Customer Satisfaction Management
Policy Paper has been finalized
Further Work Paper on the basis of UK Guidelines on Customer Insight to be developed during 2007
Proposal on the development of further guidelines will be presented to the next DG meeting, including a workplan and budget

12. 5. Citizen Charters
Policy Paper concerning Citizen Charters has been finalized
Many Member States are already applying the Citizen Charter as a tool to foster citizen and service orientation at different levels of government.

13. 6. Best Practices
Best Practices of the New Member States were presented:
- Strategic objectives in Romanian Public Administration Reform
- State Administration Reform in Bulgaria

14. 7. Cooperation
At the second IPSG-Meeting: HRWG and e-gov Working Group
EGPA
European Public Sector Award (EPSA): Bertelsmann Foundation, EGPA and Speyer University

15. 8. Expert Conferences and IPSG-Meetings
Expert Conference on
„Strategic Management at the national level“, Berlin
„Demographic Change – Challenge for the Public Sector“, Bonn
Documentations on the conferences will be available in autumn 2007

16. 9. DG-Resolution IPSG Innovative Public Service Group (IPSG)
An integrated strategy should be developed for the following areas: ensuring customer satisfaction, guaranteeing high-quality public services (Citizen Charters) and good practices. It should also serve as the basis for further developing the Common Assessment Framework (CAF) and implementing it throughout Europe; it should also be taken into account when preparing the 5th Quality Conference under the French Presidency in The main theme of the conference will be “The citizen as the main focus of quality-oriented public administration” and will particularly focus on citizen involvement and association in quality-oriented public administration. In this context also best practices in meeting the challenges of demographic change should be presented.

17. Thank you for your attention!