1. Innovative Public Services Group (IPSG)
Katju Holkeri
September 2006, Helsinki

2. IPSG-working areas 4QC Customer Satisfaction work CAF IPSG Handbook
Best Practices
Co-operation

3. 4QC Tampere 27.-29.9.2006 Building sustainable quality
Strategy, performance, citizens and knowledge
Best Practice archives
Reports from Agoras
EUPAN stand
Networking
CAF Centre

4. Customer Satisfaction work
Continuing the work done during the UK and Austrian presidencies.
Policy paper on customer satisfaction measurement by the German presidency.

5. CAF CAF works - publication distributed to countries
CAF 2006 revised version ready
More emphasis on modernisation, innovation and change
More attention for good governance and European public values
Registration of CAF-Common Assessment Frameworks as a community trademark
CAF users event
CAF at 4QC

6. IPSG -handbook Draft handbook 2004 1. The aims of KM for IPSG
Strengthen co-operation in the group/network
value added
2. The scope of IPSG’s remit
What can we learn from each other
How can we share knowledge
3. KM practices today assessment
4. Knowledge Sharing Media
Guidelines for presentations
Guidelines for surveys EUPAN website/Circa
5. Knowledge sharing with other groups within the network
6. KM regarding the relationship between IPSG and the DG’s
New developments
Redraft the handbook – usefullness to other WG’s

7. Best Practices Best Practice cases Cases related to work going on
First two cases on customer satisfaction
EPSI and Finnish Service Barometer
Second meeting cases on
Strategic management – horizontal
Performance management – vertical
and what is their good combination?

8. Co-operation
Leadership is a theme that comes close to areas of work at the IPSG
Business process management (e-gov) a possible common area
In the second IPSG-meeting a session with HRM and e-gov reports = looking for possible common themes

9. Thank you!