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12. Dezember 2016 · Seite 1
Quality Management with CAF
Improving Public Sector
Thomas Prorok
Head of CAF Center
Deputy Managing Director of KDZ-Center for Public
Administration Research
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www.kdz.or.at Thomas Prorok12. Dezember 2016 · Seite 2
non profit
association
22 staff
est. 1969
Managing
board: high
level civil
servantsScientific
board
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10.12.2014|S. 3
Austrian CAF Center –
www.caf-center.eu
Federal
Chancellery
CAF Center
Defines CAF-Strategy
Overall Responsibility
Implements Strategy
Operational Partner
CAF
Implementation
Effective
CAF User
CAF
Training
CAF
Network
1 2 3 4
continuous improvement of CAF method & process
IPSG
Innovative Public
Service Group
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Use of CAF in Austria
-Database – 220 CAF Users
Thomas Prorok12. Dezember 2016 · Seite 4
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What is CAF?
Thomas Prorok
Common Assessment Framework
CAF
Quality Management for the public sector
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CAF & Objectives
Free tool to improve
performance of public-sector
organisations across Europe
(Total) Quality Management for
the public sector
Self-assessment to obtain a
diagnosis and improvement
actions
European System Thomas Prorok
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CAF more details
Questionnaire with 200
questions
Tool for involvement of staff
Based on consensus
New culture of
openness/transparency and
trust
Thomas Prorok12. Dezember 2016 · Seite 7
Q
t
excellence
Assurance of the level of
Continuous
improvement
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Our understanding of CAF!
CAF is Public Administration
Reform
CAF is THE European Guideline for
excellent public management &
public organisations
CAF is Change
Start of improvement processThomas Prorok
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What is CAF?
Thomas Prorok12. Dezember 2016 · Seite 9
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CAF Model
Results
7
People
Results
6 Citizen-
Customer
Results
8
Social
Responsibiliy
Results
9
Key
Perfor-
mance
Results
Thomas Prorok12. Dezember 2016 · Seite 10
Achieving excellent results
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Results
7
People
Results
6
Citizen-
Customer
Results
8
Social
Responsibility
Results
9
Key
Performance
Results
CAF Model
Enablers
1
Leader-
ship
3
People
2
Strategy &
Planning
4
Partnership
&
Ressources
5 Processes
9 criterion – 28 subcriterion – 200 examples
achieving excellent
results
Thomas Prorok
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Individual
Self assessment
CAF Team
6-15 Persons
CAF-SA
Workshop
CAF-Actionplan
Workshop
CAF ActionplanCAF
SA-Report
CAF
questionnaires
Continuous improvement
CAF implementation
Thomas Prorok12. Dezember 2016 · Seite 12
Standardized process based on ECU
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Ergebnisse
7 Mitarbeiter-
Innen Ergebnisse
6 BürgerIn-
KundIn
Ergebnisse
8 Ergebnisse
Gesellschaftlicher
Verantwortung
9
Leistungs-Ergebnisse
Befähiger (Voraussetzungen)
1
Führung
3
Personal
2
Strategie
& Planung
4 Partner-
schaften &
Ressource
5
Prozesse
1 - Leadership
Thomas Prorok
CAF Onlinewww.caf-center.eu
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Performance based
management and
leadership
Vision and Strategy
Planning Ressources
& performance
Leadership academy
Leadership
guidelines
Leadership -360-
Feedback
List of contacts
Information –
communikation –
knowledge-
management
communikation &
information
accessibility
Guidelines for
documentation
management
Sharepoint
Online-access
libraries
Revison of
processes
Workflow
Templates for
reports
Coherence of
reports
Working guidelines
Feedback
Human Ressource-
management
HR guideline
Info for new staff
Training plan
Employee
satisfaction survey
mentoring
CAF Improvement Plan example
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Label „Effective CAF User“
Thomas Prorok12. Dezember 2016 · Seite 15
Implement CAF
Improvement Plan
6 months after Self
Assessment
2 relevevant
improvement actions
in phase of
implementation
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Optimisation of Public Administration
Thomas Prorok12. Dezember 2016 · Seite 16
Who is implementing PAR ?
How to implement PAR ?
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Results
7
People
Results
6
Citizen-
Customer
Results
8
Social
Responsibility
Results
9
Key
Performance
Results
Enablers
1
Leader-
ship
3
People
2
Strategy &
Planning
4
Partnership &
Ressources
5 Processes
Thomas Prorok
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www.kdz.or.at Thomas Prorok
Change
Fokus on Change
Create climate of change
Start continuous improvement
Assess
Self-assessment
Involve & enable staff
Know your organisation
Fokus on improvements
Fix
Sustain change
Continuous improvement
Communicate
Leadership task
CAF: Change – Assess - Fix
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Austrian CAF User Survey 2015
82%: CAF is sustainable Public
Administration Reform
80%: CAF is the European Guideline for
excellent PA
78%: CAF is intelligent PAR
75%: CAF led to conrete improvements
75%: tasks and processes have been
developed
75%: Organisation has been developed
Thomas Prorok12. Dezember 2016 · Seite 19
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General Assessment: CAF is…
Thomas Prorok12. Dezember 2016 · Seite 20
0 20 40 60 80 100
PAR based on priorities instead of cuttings
cheap
intelligent Reform of Public Administration
good development in the last years
very good Qualitymanagement System for PublicSector
European Guideline for Good Governance &excellent public sector organisations
sustainable PAR (improvement actions defined bythe organisation)
agree partly agree partly disagree disagree
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Fields of Improvements through
CAF implementation
Thomas Prorok12. Dezember 2016 · Seite 21
0 20 40 60 80 100
cooperation politics & administration
Financial management
Facility management
Public Relations
ICT
HRM & Training
Outcome & performance managementt
Customer orientation
Knowledge management
Organisational Development
Processes & tasks
agree partly agree partly disagree disagree
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Success factors – CAF Center
Thomas Prorok12. Dezember 2016 · Seite 22
• CAF is change
• CAF initiates
continuous improvement
• CAF is European
guideline for excellent
public management &
organisation
• Don´t force but convince
• Show success stories
• Use label Effective CAF
User
• Build a CAF community
• Make CAF as a part of
the national strategy
• Secure support of the
---CAF-Correspondent &
• Politicians
• Know CAF in practice
• Use existing structures
• Provide CAF
implementation
• Know the CAF users
• Make CAF easy
to use
• Customise CAF BE
PRACTICAL
FIND
ALLIES
BE AWARE
OF
CHANGE
CONVINCE
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Our understanding of CAF!
CAF is Change
Start of improvement process
CAF is Public Administration Reform
CAF is THE European Guideline for excellent public
management & public organisations
CAF-Cooperation of ReSPA with
Danube Governance Hub?
Thomas Prorok
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www.kdz.or.at Thomas Prorok12. Dezember 2016 · Seite 24
Contact
Thomas Prorok
+43 1 89 234 92-0
www.caf-zentrum.at/youtube
www.facebook.com/KDZ.or.at
@thomasprorok
@KDZ_Austria
www.kdz.or.at
www.caf-center.eu