1. DGs Meeting IPSG Report Monday,10 December 2007 Lisboa  Portugal
DG Meeting -10, December
Lisbon

2. Agenda 4QC Evaluation 5QC Customer Satisfaction Management CAF
IPSG
Report
4QC Evaluation
5QC
Customer Satisfaction Management
CAF
Knowledge Management
Cooperation EUPAN WGs
EUPAN MTP 2008/2009
IPSG Work Programme
DG Meeting -10, December
Lisbon

3. Meetings IPSG : Two meetings (16/17 july and 15/16 November)
One meeting:
CAF Expert Group
Customer Satisfaction Management (Ad-hoc group)
5QC preparation (Ad-hoc group)
DG Meeting -10, December
Lisbon

4. 4QC Evaluation (PT responsibility)
IPSG
Report
The objective of the assessment study was to analyze the impact of the Conference in participants work activities as practitioners or decision-makers.
The study was based on questionnaire applied to all 4QC participants (more than 400 respondents)
Final report, the conclusions and recommendations for futures QC was presented and it was welcome by the WG
General agreement on the recommendations and acceptance that those recommendations should be taken in good consideration for 5QC (as much as possible) and mainly for 6QC.
DG Meeting -10, December
Lisbon

5. 5QC (Paris 2008)
IPSG
Report
Activities towards 5th Quality Conference going on - workshops, Agora and Citizen Village formats and Next steps and deadlines approved
Agenda
Best Practices workshops organisation (manual)
Agoras organisation (manual)
Dedicated sessions
Demographic challenge
Customer satisfaction management
Focus on quality policies
Stands exhibition (manual)
Communication plan
DG Meeting -10, December
Lisbon

6. Customer Satisfaction Management
IPSG
Report
Agreed to work on customer satisfaction management by producing an EU version of the UK paper “Primer” and how to identify best practices cases to illustrate the concepts
In the customer satisfaction ad-hoc group meeting was agreed to get an overview across MS (questionnaire) around the whole subject of “customer insight”
DG Meeting -10, December
Lisbon

7. Customer Satisfaction Management
Main decisions/actions in course:
A questionnaire have been sent to all member states to evaluate the degree of interest and knowledge around this subject in all member states
Redraft the "UK Primer" into a "EU primer on customer satisfaction management” (in course)
The “Customer insight public services” will include good practices to illustrate the techniques and approaches described (in course).
The final document will be discussed at the 2nd IPSG meeting in Slovenia (12/13 May)
The work Customer insight public services” will be present at the 5th QC.
Both tasks are being held by the Portuguese Presidency that commissioned the EIPA to work on.
DG Meeting -10, December
Lisbon

8. CAF Activities The 3rd European CAF Users Event CAF movie
IPSG
Report
The 3rd European CAF Users Event
CAF movie
The CAF RC made a report about the activities and its was decided that this reports will be presented only in one IPSG meeting (in each presidency)
Approved a mandate for the CAF Network develop a memorandum of understanding with EFQM focused on a procedure for external feedback
DG Meeting -10, December
Lisbon

9. CAF Activities CAF – Planned activities:
IPSG
Report
CAF – Planned activities:
Next meeting Slovenia, 20 March 2008
CAF training activities ( )
8 training actions conduct by CAF - EIPA
Cooperation with EFQM
Memorandum of agreement - Procedure for external feedback
Overview Registration CAF users
1115 registered users from 35 countries
DG Meeting -10, December
Lisbon

10. CAF RC 1115 registered users from 35 countries (8 Nov 07) Belgium 196
Estonia 18
Latvia 5
Italy 148
Norway 18
EU Institutions 4
Denmark 134
Bosnia-Herzegovina 17
Ireland 4
Hungary 98
Slovakia 12
Bulgaria 4
Portugal 93
France 11
UK 2
Czech Republic 53
Greece 15
Switzerland 2
Austria 51
Spain 9
China 2
Slovenia 48
Lithuania 9
Netherlands 1
Germany 47
Luxembourg 8
Croatia 1
Poland 43
Cyprus 8
Macedonia 1
Romania 22
Sweden 5
Namibia 1
Finland 20
Turkey 5
DG Meeting -10, December
Lisbon

11. Knowledge Management Tools & methods
IPSG
Report
Approval of the EUPAN Handbook (based on the Finnish version) with the high involvement of the other EUPAN groups
Approval of the EUPAN Newsletter layout and structure, periodicity and responsibility
Approval of the CIRCA Manual prepared by PT Presidency, which is a comprehensive manual to transfer minimal know- how necessary to the management/administration of CIRCA and to use the Virtual meetings functionality
Agreement the PT Presidency proposal for the development of Learning Teams to share practices on specific themes and to develop new projects based on common interests
DG Meeting -10, December
Lisbon

12. Knowledge Management Good Practices presented
IPSG
Report
Good Practices from Portuguese PA reform were presented:
Administrative and Legislative Simplification Programme (SIMPLEX) and the modernisation initiatives linked with the enterprise life cycle
The Portuguese strategy for eGov: Placing the citizen in the centre of modern and changed Public Administration
DG Meeting -10, December
Lisbon

13. Cooperation EUPAN WGs Enhancing the cooperation among EUPAN WG:
IPSG
Report
Enhancing the cooperation among EUPAN WG:
Agreement concerning the participation of the chair of the other EUPAN WG in each WG meeting
Agreement on the publication of WG information, practices cases with links for the organizations and other outputs of the EUPAN WG on the EUPAN site
Close cooperation in the preparation of EUPAN Handbook, EUPAN Newsletter and MTP 2008/2009
DG Meeting -10, December
Lisbon

14. Cooperation EUPAN WGs eGOV WG & HRWG
The chairs of the WGs have made a presentation about the working areas for the next 2 years
Have stressed the value of the working methods proposed in the MTP to increase co-operation between WGs
Have mentioned the acceptance of the WGs to work together with IPSG in specific areas.
DG Meeting -10, December
Lisbon

15. EUPAN MTP 2008/2009 Main topics discussed The mandate The MTP sources
The methodology to find the working areas (transversal approach)
The working methods for close co-operation between WGs (Learning Teams, common workshops…)
The EUPAN working areas
The IPSG working areas
DG Meeting -10, December
Lisbon

16. EUPAN MTP 2008/2009
IPSG
Report
Approval of the IPSG Work Programme 2008/2009 based on the Ministers and DGs Resolutions , the German assessment and the inputs of the Group
Focus on:
Horizontal approach
Working areas
Working Methods
DG Meeting -10, December
Lisbon

17. EUPAN MTP 2008/2009 The IPSG working areas for 2008/2009:
Quality management
Customer focus
Lisbon Strategy (evaluation)
Reduction of administrative burdens
Demographic change & ageing
DG Meeting -10, December
Lisbon

18. IPSG Work Programme 2008/2009 Background
Main priorities EUPAN
Enhancing the efficiency of public management and governance
Demographic Change & Ageing
Sources
Minister and DG Resolutions (June 2007)
Questionnaire carried out by Germany (April 2007)
Minutes IPSG meeting (July 2007) and contributions from the group
DG Meeting -10, December
Lisbon

19. IPSG Work Programme 2008/2009 IPSG MAIN OBJECTIVES
Quality management
Comparative Analysis of Quality Management in PAs in the EU MS
5th Quality Conference, Paris
Guidelines for 6QC
Impact Assessment Study on 5QC (Conditional)
CAF Action Plan 2009/2010
Report on the 3rd CAF Event evaluation results
4th European CAF Users Event
DG Meeting -10, December
Lisbon

20. IPSG Work Programme 2008/2009 IPSG MAIN OBJECTIVES
Customer focus
Customer insight – Primer EU version
Practitioners Guide on Citizen Charter
Lisbon Strategy evaluation
Evaluation of Public Administrations’ Added Value to the Lisbon Strategy Goals
Reduction of administrative burdens
Workshop/seminar concerning administrative procedures simplification
demographic change & Ageing
Workshop about the demographic change on 5QC
DG Meeting -10, December
Lisbon

21. IPSG Work Programme 2008/2009 IPSG MAIN GOALS
To share with the relevant publics good practices and the knowledge gathered in IPSG/EUPAN
To improve the quality of QC
To develop a CAF Action Plan adjusted to the MS needs and to guarantee 2010 applications in 2010
To analyze the strengths and weakness of 3rd CAF Event and sharing the experience with future events organizers – to continuous improve
To share with the CAF community good practices on CAF application, excellent results, technical information…
DG Meeting -10, December
Lisbon

22. IPSG Work Programme 2008/2009 IPSG MAIN GOALS
To investigate the area of Quality Management in the EU Member States and to present the findings at the 5QC
To anlyse the relevance of customer focus, and the role of the citizens in the public service management
To identify which actions launched within the National Action Programmes for achieving Lisbon Strategy goals related to their public administrations generated the most added value
To find and share good practices concerning administrative procedures simplification
To tackle the question of demographic change in a public administration forum, in order to contribute for the sharing knowledge and implementation of good practices
DG Meeting -10, December
Lisbon

23. IPSG Work Programme 2008/2009 Possible working areas for learning teams, joint workshops or seminars
What kind of principles, indicators and/or standards for Good Governance?
How to improve public services image (better communication, transparency, quality…)?
In close cooperation with HRWG?
How to improve strategic management?
How to increase citizen/customer confidence on e-services?
In close cooperation with eGov?
How to manage shared projects?
DG Meeting -10, December
Lisbon

24. IPSG Work Programme 2008/2009 Possible working areas for learning teams, joint workshops or seminars
How to transfer knowledge across generations; how to better use the knowledge of the organizations/people; how to share the knowledge in the organization taking into consideration the demographic change and the ageing?
In close cooperation with HRWG & eGov?
How to implement a global programme of qualification/training/ for public servants, contributing to the creation of innovator and pro-active leaderships; struggling for a culture of collaboration, apprenticeship and improvement of the public agents identify the acquisition of different skills?
In close cooperation with eGov & HRWG + DISPA?
DG Meeting -10, December
Lisbon

25. Thank you
Obrigado
DG Meeting -10, December
Lisbon