1. IPSG Katju Holkeri Troika Secretariat, Helsinki 17th July

2. Working areas 4QC Customer Satisfaction work CAF Knowledge management IPSG Best Practices Co-operation

3. A project plan based on the clarification of the target (based on the Austrian summary) –actions –timetable –resources Circulating the project plan for the IPSG and the members of the working group by the 15 September Expert Group meeting in Helsinki 10 October Taking the agreed actions so that the work can be passed to the upcoming German presidency (and finally to the Ministers’ meeting in Germany). Customer Satisfaction work

4. CAF works - publication distributed to countries CAF 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 - 2007 CAF at 4QC CAF

5. 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 Knowledge management IPSG

6. Best Practice cases in both meetings 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? Best Practices

7. Business process management (e-gov) a possible common area Was presented at the IPSG meeting – IPSG to follow how the work develops In the second IPSG-meeting a session with HRM and e-gov ”reports” = looking for possible common themes Co-operation

8. Thank you!