1. DG Troika – 26 October – Portugal
26th October 2007
Cascais
DG Troika – 26 October – Portugal

2. DG Troika – 26 October – Portugal
1st IPSG Meeting
(16/17th JULY)
4CQ impact evaluation
5th Quality Conference
Customer satisfaction
Citizen Charter
Presentation of practice case:
“The Portuguese strategy for eGov: Placing the citizen in the centre of modern and changed PA”
Presentation of practice case: “The Simplex Programme and Enterprise life cycle”
Human Resources WG - Information
e-Government WGs - Information
CAF Activities
EUPAN Handbook – update
MTP and working methods
(Proposals)
Information
DG Troika – 26 October – Portugal

3. 4QC Evaluation (PT responsibility)
The objectives of the evaluation study:
To analyze the impact of the Conference in participants work activities as practitioners or decision-makers …
September – administration of the questionnaire to all universe of 4QC participants (more than 600 respondents)
15/16 November- Second IPSG meeting: Final report and conclusions.
DG Troika – 26 October – Portugal

4. Meeting of the 5QC IPSG ad-Hoc group in Paris October 22nd, 2007
Agenda
1. Review of the proposed guidelines for the preparation and facilitation of
agora sessions
 best practice workshop sessions (including the "critical friends" process)
2. Discussion of the guidelines for country stands ("citizen village")
3. Discussion of how to best integrate EUPAN & IPSG priority work into the conference :
 the challenge of demographic change
customer satisfaction management
citizen charters
etc.
DG Troika – 26 October – Portugal

5. DG Troika – 26 October – Portugal
Customer Sactisfaction Management ad-hoc expert meeting 26 September Brussels
Agenda
Mid-Term Strategy for the Customer Satisfaction Management Decision about the vision for the CSMG work based on the UK proposal “The Customer Challenge – Customer focus”
Decision about the work programme for the next 2 years - Planning (following presidency, 5QC), Working methods
Guidelines on “Customer Focus”, including good practices
Presentation of practice case (Belgium)
Information: The UK and Finnish strategy for customer management: Placing the citizen in the centre of modern and changed public administration integration of citizen measure, charter, CAF…
DG Troika – 26 October – Portugal

6. DG Troika – 26 October – Portugal
Next steps
brief survey seeks the views of member states in three keys areas:
their own experience/view on the role and place of the customer and on the concepts discussed in The Primer;
the priority they would give to developing guidance/products in these areas;
the degree to which they will be able to supply examples of good practice.
DG Troika – 26 October – Portugal

7. DG Troika – 26 October – Portugal
The responses gather on the survey will be analysed and the results presented to IPSG.
Following discussion in IPSG meeting the conclusions and recommendations for further work will be presented to DG meeting in December.
DG Troika – 26 October – Portugal

8. Content of the research
Products to be delivered by EIPA (Commissioned by PT) are:
Analysis of the questionnaire concerning the state of affaires of the member states on Customer Satisfaction Management and their needs for European support and reporting of the conclusions of this analysis at the IPSG meeting.
2. Rewriting the UK primer on customer insight into a European paper.
DG Troika – 26 October – Portugal

9. Working proposal: cooperation within WGs and sharing knowledge

10. Proposals for the MTP

11. DG Troika – 26 October – Portugal
IPSG – MTP - BACKGROUND
Main priorities EUPAN
Enhancing the efficiency of public management and governance
Demographic Change & Ageing
Source documents
Minister and DG Resolutions (June 2007);
Questionnaire carried out by Germany (April 2007);
Lisbon Strategy Ad Hoc Group Report (2005);
Minutes IPSG meeting (July 2007).
DG Troika – 26 October – Portugal

12. DG Troika – 26 October – Portugal
Proposals for the MTP
QUESTIONS
PROPOSALS
What should be the
IPSG working
areas
for ?
Ongoing working areas:
CAF
Quality Conferences
Customer satisfaction
Citizen Charter
Sharing practices
Possible new working areas:
Governance/Good Administration
Demographic change & ageing
Efficiency of public administration
Organizational development and leadership
Innovation in delivery of services
DG Troika – 26 October – Portugal

13. DG Troika – 26 October – Portugal
Summary of IPSG member’s ideas for the future
ONGOING PROJECTS
Improve customer satisfaction project
Improve Citizen Charter project
New methods for sharing practices
Improve CAF project
Improve Quality Conferences project
NEW WORKING AREAS
Efficiency of public administration
Governance
Organizational development and leadership
Innovation in delivery of services
Promotion of the implementation of Quality Management Systems
Participatory policy making and policy evaluation
Impact of demographic change on recruitment & active ageing
DG Troika – 26 October – Portugal

14. DG Troika – 26 October – Portugal
IPSG – MTP 2008/2009
Working areas
Products (proposals)
QUALITY CONFERENCES
5th Quality Conference, Paris
Decision concerning about the next 6QC and general preparation
Guidelines for 6QC
CAF
Report on the 3rd CAF Event evaluation results
Monitoring the implementation of CAF Action Plan 2007/2008 (CAF validation; CAF ecommunity; CAF training; CRC at 5QC…)
Developing the CAF Action Plan 2009/2010 and monitoring the implementation of it
Decision concerning the country that will host the 4th CAF Event, preparation and realization
DG Troika – 26 October – Portugal

15. DG Troika – 26 October – Portugal
IPSG – MTP 2008/2009
Working areas
Products (proposals)
CUSTOMER FOCUS
Customer insight –EU version
Guidelines on customer focus
EFFICIENCY OF PUBLIC ADMINISTRATION
Practical Guide with collection of good practices concerning the methodologies on reduction of administrative burdens in close cooperation with eGov
GOVERNANCE/ GOOD ADMINISTRATION
Work on indicators and standards in the field of Good Administration/ Governance
DG Troika – 26 October – Portugal

16. DG Troika – 26 October – Portugal
IPSG – MTP 2008/2009
Working areas
Products (proposals)
DEMOGRAPHIC CHANGE & AGEING
Practical Guide with collection of good practices concerning the knowledge management in public services as a way to face the ageing problem
Workshop about the demographic change on 5QC
KNOWLEDGE MANAGEMENT AND SHARING PRACTICES
EUPAN newsletter - contribution
EUPAN website - contribution
Collaborative e-glossary for EUPAN WGs - contribution
EUPAN Handbook - contribution
Better use of CIRCA
Practices cases in IPSG meetings
DG Troika – 26 October – Portugal

17. MTP – IPSG – suggestions for WGs Cooperation
How to improve Public services image
in close cooperation with HRWG
How to improve strategic management
How to improve the delivery of services using innovative tools
in close cooperation with eGov
How to increase citizen/customer confidence on e-services
How to manage shared service (Governance/cooperation)
DG Troika – 26 October – Portugal

18. DG Troika – 26 October – Portugal
MTP-IPSG
Time Frame
26/10/2007
Presentation of the MTP main points to DGs - Troika
01/11/2007
First draft send to the IPSG
10/11/2007
Deadline for IPSG members suggestions
26/11/2007
Final draft
10-11/12/2007
Approval of the MTP
DG Troika – 26 October – Portugal

19. DG Troika – 26 October – Portugal
Next IPSG meeting
15, 16 November  Lisbon
Presidency
DG Troika – 26 October – Portugal

20. Next meeting - Main issues
5QC
Customer satisfaction management
CAF & CAF Event & CAF Movie
MTP
EUPAN Handbook
DG Troika – 26 October – Portugal

21. Thank you for your attention ! DG Troika – 26 October – Portugal