ipsg meeting -15, 16 november – lisbon 2nd meeting of ipsg 15 -16 november 2007 parque das...

IPSG Meeting -15, 16 November –

Lisbon

2nd Meeting of IPSG

15 -16 November 2007

Parque das Nações Lisboa Portugal


Lisbon

9.30 - 9.45

Opening of the meetingWelcome wordsGeneral informationMinutes of last meeting in Lisbon

9.45 – 10.00 Results of the Extended Troika DG meeting in Lisbon (October)

10.00 – 10.30 4CQ impact evaluation

11.00 – 12.30 5th Quality Conference

12.30 – 13.00 Customer Satisfaction Management

14.30 – 15.00Human Resources WG - Informatione-Government WGs - Information

15.00 – 16.15 EUPAN MTP

16.30 – 17.30 IPSG Work Programme

Thursday, 15th November

Agenda


Lisbon

9.15 - 10.00Summary of conclusions from previous day’s proceedings

and approvals

10.00 - 10.45EUPAN Handbook

EUPAN Newsletter

11.15 – 11.45 CAF Activities

11.45 – 12.00 Information on Effective Management Award

12.00 - 12.10 Final Balance of the PT Presidency

12.10 – 12.30 Next IPSG meeting

12.30 – 12.40 Any other business

Friday, 16th November

Agenda

Opening of the meeting

Presidency

Results of the

Extended Troika DG

meeting

Presidency


Lisbon

EXTENDED DG TROIKA30 October 2007

It was presented an overview of the work to be developed by the IPSG during the Portuguese Presidency and listed the activities and results of the first IPSG meeting that took place on 16-17 July.

Regarding the specific issue of CAF it was presented the CAF activities, in particular the reference for the 3rd European CAF Users Event that took place in Lisbon on 11-12 October 2007.


Lisbon

MTP

The Portuguese Presidency was proposed to present the MTP 2008-2009 in a more comprehensive format and target oriented document, focusing on a transversal approach to those themes defined as the main priorities.

For this approach to be successful there should be a limited number of subjects and those should be

dealt with in a more in-depth way.


Lisbon

In the field of co-operation, the Presidency suggests new working methods: Learning Teams (LT), participation of working groups (WG’s) chairs in all other WG’s meetings in each presidency, and virtual meetings using the possibilities of CIRCA.

As far as evaluation is concerned, the Presidency considers that an assessment should be undertaken during 2009 regarding the present MTP.


Lisbon

In general the proposed approach and priorities for the WG were welcomed and have support.

There was stated that the proposals are interesting and worth discussing and testing even if some details still need to be worked out.

There was stressed the transversal nature of several subjects and in this regard it was important to combine the different approaches of the WG’s.


Lisbon

It was stressed that there is no need to merge or close any existing WG

There was said the LT are a good idea but should be well defined, related to the MTP and should focus on outputs.

The Slovenian presidency add that will pay special attention to the contribution of the Public Administration in achieving the Lisbon Targets.

4QC Impact evaluation

Rui Sousa

Presidency


Lisbon

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 400 respondents)

• 15/16 November- Second IPSG meeting: Final report and conclusions.

5th Quality Conference

François Beauvais

France

Costumer Satisfaction Management

Presidency

&

EIPA

Customer Satisfaction Expert meeting - September, 26

Two main decisions:

1. A questionnaire should be sent to all member states to evaluate the degree of interest and knowledge around this subject in all member states.

2. Redraft the "UK primer" into a "EU primer on customer satisfaction management”

Customer Satisfaction Management

Current state of affaires in the different member states

Future needs for tools developed on the European level

Milestones

1) Questionnaire

• The questionnaire was sent out in 15 October

• Member states sent back the questionnaires until 5 November

• EIPA will report at IPSG meeting (15 & 16 November)

• Discussions of the meeting will be incorporated in the report that serves

as input for the DG meeting in December

2) EU Primer

• Discussion of the first draft at the 1st meeting Slovenia (CSM group?)

• Countries send good cases by midle of March

• Discuss the final document at IPSG (2)

• Present the EU Primer on the 5th QC

Customer Satisfaction Management

EUPAN MTP

2008/2009

Presidency


Lisbon

EUPAN Network

The European Union Public Administration Network is the suitable forum to :

Share information

Share experiences

Share best practices

Compare current developments and reforms

Promote EU-wide concepts and strategies for public services

Jointly search for solutions to the common challenges.


Lisbon

MTP 2008/2009

UNDER THE PORTUGUESE PRESIDENCY

IN DIRECTORS –GENERAL MEETING

IN LISBON/DECEMBER 2007

MAIN GOAL = MTP APPROVAL


Lisbon

MTP – Sources

• Ministers Resolution of 22 June 2007 (German Presidency);

• Directors-General Resolutions of 20-21 June 2007 (German Presidency);

• Memorandum on MTP format presented at the Directors-General meeting of 5 December 2006 (Finnish presidency);

4. Final Report of Lisbon Ad-hoc group – May 2005;

5. The results of the assessment made during the German Presidency.

6. WGs Contributions during and after meetings


Lisbon

MTP – Sources

Ministers Resolution Approval of the two main priorities for the future EUPAN work

Directors-General Resolutions Agreed on the main working areas for the different WGs

Memorandum on MTP Guidelines for the new MTP format

Report of Lisbon Ad-hoc group Defined common priority areas according to the Lisbon Strategy

Assessment results Identified the main issues that the MS would like to handle within EUPAN


Lisbon

MTP – Main Priorities

Main Priorities to be developed by all EUPAN Working Groups

1 – Enhancing the efficiency of public management and

governance

2 - Demographic change & Ageing

E-Gov.

IPSGHRWG


Lisbon

MINISTERS RESOLUTION

MAIN PRIORITIES FOR FUTURE WORK EUPAN

OBJECTIVES

ENHANCING THE EFFICIENCY OF PUBLIC MANAGEMENT

Demands of citizens and private businesses;

Strategic management in public administration;

Quality level and efficiency in public administration.

Promoting project-related and team oriented forms of work-enhancing communication within the PA.

Transparency, ethics, integrity, and confidence building in the public service

Use of information and communication technologies

Changes and reforms—new challenges

Mobility between PA of EU Members States


Lisbon

DEMOGRAPHIC CHANGE AND AGEING

Ensuring efficient and effective organization

Pension systems

Public services taking into account a changed age structure of the population;

Training , integrations and promotion to guarantee equal opportunities for entry into public services;

Promoting flexibility taking account of changing of personnel structures in the public service;

Work conditions and improving health management in pa

The attractiveness of public service as an employer

MINISTERS RESOLUTION

MAIN PRIORITIES FOR FUTURE EUPAN

WORK

OBJECTIVES


Lisbon

METHODOLOGY FOR THE 2008-2009 MTP

Memorandum on MTP format presented at the Directors-General meeting of 5 December 2006 (Finnish Presidency)

Guidelines:

“...the network can have common goals to which the different working groups are asked to contribute.”

“enhancing the steering role of the directors- general.”

“The Mid Term Programme should be built more around themes common for the whole network decided by the Directors-General(…)”


Lisbon

PROJECTS THAT CAN CONTRIBUTE FOR LISBON TARGETS

HRWG:

Strategic Management & Leadership;

Efficiency of Public Administration;

Recruitment – impact of demographic change;

Reward Systems.

IPSG:National Lisbon Programs benchmarking;

European User Satisfaction Indices;

Efficiency of public administration;

Collection of service needs.

E-Government:

European User Satisfaction Indices;


ICT Licence for Administrative Staff;

Professionalisation of ICT Staff.

DEBR:Methodology for measuring

“administrative burdens” - quality;


Quality of new national “Lisbon regulations”;

Evaluation of different models in Public-private dimensions.

Source: Lisbon ad hoc group results report


Lisbon

DEMOGRAPHIC CHANGE AND

AGEING

ENHANCING THE EFFICIENCY

OF PUBLIC MANAGEMENT

AND GOVERNANCE

EUPAN priorities

MINISTERS RESOLUTIONS

WORKING AREAS

OBJECTIVES

MTP 2008-2009

Topics/Activities/Projects

OBJECTIVES


Lisbon

METHODOLOGY FOR THE 2008-2009 MTP

To present the MTP for 2008-2009 with a developed format and content, so it may be a more target oriented document, focusing on a transversal approach of the themes defined as main priorities.

To be successful in this transversal approach the subjects to deal with should be defined in a limited number dealt with in a more in-depth way.


Lisbon

CONSIDERING

THE PORTUGUESE PRESIDENCY PRESENTS IN THE

FOLLOWING SLIDES THE PROPOSES FOR THE NEW EUPAN

MTP

MTP 2008-2009

DEMOGRAPHIC CHANGE AND

AGEING

EUPAN priorities

ENHANCING THE EFFICIENCY

OF PUBLIC MANAGEMENT

AND GOVERNANCE


Lisbon

I. PUBLIC SERVICE IMAGE

PROMOTING TRUST,COMPETITIVENESS,TRANSPARENCY,QUALITY

VISION OF PUBLIC SERVICE

WORKING AREAS

MTP 2008-2009 – HRWG PRIORITIES

II. STRATEGIC MANAGEMENT

CHANGE MANAGEMENT;

REWARD SYSTEM

IMPROVING LEADERS OR MANAGERIAL SKILLS OR LEADERSHIP SKILLS

SUSTAINABILITY OF PENSIONS SYSTEMS POSITIONS


Lisbon

SOCIAL DIALOGUE (HORIZONTAL THEME)

SUSTAINING EFFICIENT ADMINISTRATION, IN VIEW OF DEMOGRAPHIC CHANGES

EFFECTIVE CONTRIBUTION OF CENTRAL GOVERNMENT ADMINISTRATIONS TO THE IMPLEMENTATION OF THE LISBON STRATEGY

VIOLENCE AT WORK (THREATS AND HARASSEMENT)

WORKING AREAS

SOCIAL DIALOGUE WORKPROGRAMME 2008-2009


Lisbon

QUALITY MANAGEMENT

CAF

CUSTOMER FOCUS

REDUCTION OF ADMINISTRATIVE BURDENS

LISBON STRATEGY EVALUATION

DEMOGRAPHIC CHANGE & AGEING

KNOWLEDGE MANAGEMENT AND SHARING PRACTICES

WORKING AREAS

MTP 2008-2009 – IPSG PRIORITIES


Lisbon

Reduction on administrative burdens - main goal of eGovernment services is to

reduce administrative burdens for citizens and companies and to develop better and

more efficient services.

Inclusive Government- Increase social impact by ensuring that all citizens

benefit from eGovernment services

WORKING AREAS

MTP 2008-2009 – E-GOV PRIORITIES


Lisbon

Considering

• The number of MS has increased and that difficult in-depth debates within and between the WGs

• The assessment lead by German Presidency that shows that MS have some different needs and expectations

MTP – Co-operation


Lisbon


The Portuguese Presidency proposal is :

To enhance co-operation for an effective connection among EUPAN Working Groups in order to achieve common targets by using specific and agreed methods.


Lisbon

How is it possible to enhance the co-operation among the working groups?


Transversal Working Areas

New Working Methods


Lisbon

PUBLIC SERVICEEfficiency & Governance Demographic change

Reduction of administrative burdens Sustainable of pensions systems

Strategic management Leadership skills

HR productivity Staff motivation

Quality Conferences Competences development

CAF Gender orientation

Public service image Flexibility – forms of work

Standards of Good Administration Lifelong learning

Customer focus/inclusive Gov. Knowledge management

CUSTOMER ORIENTATION

HRWG

IPSG

E-GOV

MTP – Co-operation Transversal Working Areas


Lisbon

New Working Methods:

a) Set up of “Learning Teams” (LT);

b)Participation of WG’s chairs in all other WG’s meetings in each presidency;

c) Virtual Meetings by using the potentialities of the CIRCA website.



Lisbon

• Within each WG can be set out temporary LTs on the basis of particular common interests of some members, with the objective to produce outputs to share within the WGs.

• Relate the LTs theme to WGs/EUPAN mission

• The LT could have two primary kinds of outputs:

– Innovative: to develop new themes.

– Sharing: to find transferable practices between MS

MTP- Co-operation- LT


Lisbon

The Learning Teams participants could be:

• Members of one group;

• Members of different EUPAN WGs;

• Experts/consultants of MS invited by the LT



Lisbon

LT guidelines & principles

• The LG philosophy of action should be “win-win”: all LT members should learn with the LT experience.

• The LT nature is not academic but practice.

• The LT “clients” are the LT members, the WGs members, the EUPAN network and the European public services.

• The LT is free to set up the form of work, namely the coordination, the responsible for the minutes of the meetings, the possible reports and presentations, etc.

• The LT is free to set up the most appropriate way of work .To avoid extra costs to MS attendance meetings it is not a prerequisite, but LT members are free to decide on this.



Lisbon

Main advantages of the LTs

• Aligning the WGs activity to the Member States needs and expectations (volunteer basis).

• Covering more themes in the MTP which increases the WGs results.

• Sharing practices and findings among MS in a more deep way.

• Working on specific themes which don’t have the necessary consensus of the WGs to be a common project.



Lisbon

Formalization of the participation of WG’s chairs in all other WG’s meetings in each presidency

Active participation in order to contribute with knowledge/experience of a different WG to the work developed in the host WG

MTP- Co-operation- WGs Chairs


Lisbon

Exploiting the CIRCA website potentialities to:

• Exchange information between the WGs;

• Ask/answer questions related to a specific project or subject ;

• Develop a common project.

Main advantage: allows communication with no costs involved

MTP- Co-operation

Virtual Meetings


Lisbon

Levels of co-operation

Working methods Specific goalsLevel of co-operation

Creation of LTs To work together in a common project Integration

Virtual Meeting – possible on CIRCA Website

To exchange information between the WGs Information

To collect different views or ideas about specific subjects

Consultation

To ask/answer questions related to a specific project or subject

Collaboration

To develop a common project Integration

Participation of WG’s Chairs in other WG meetings

To contribute with knowledge/experience of a different WG to the work developed in another WG

Collaboration

MTP- Co-operation


Lisbon

MTP Evaluation

The Portuguese Presidency:

Considers that an assessment should be undertaken during 2009 regarding the present MTP (subjects and proposed methodology) .


Lisbon

Time Frame

Actions Dates

Innovative Public Services Group

Social Dialogue Task Force

Human Resources Working Group

E-Government

15 - 16 November

19 November

20 November

3 - 4 December

Presentation to the Troika Secretariat 26 November

Presentation to the DG’s Troika 9 December

(Final version)

Presentation for approval in the DG meeting 10 – 11 December

IPSG Work Programme

2008/2009

Presidency


Lisbon

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);

Minutes IPSG meeting (July 2007) and contributions from the group


Lisbon

IPSG WORKING AREAS

• Quality management• Customer focus• Lisbon Strategy evaluation• Reduction of administrative burdens• Knowledge

Management/demographic change


Lisbon

Comparative Analysis of Quality

Management in PAs in the EU MS

• Project coordinator: Presidency, Slovenia

• Inputs:– Slovenia: to elaborate and present the study– France: to spread the study in the European PA (presentation at

the 5QC…)

• Main purpose: – to investigate the area of Quality Management

in the EU Member States and to present the findings at the 5QC.


Lisbon

5th Quality Conference, Paris

• Project coordinator: Presidency, France

• Inputs:– Slovenia: to continue the preparation of 5QC – France:

• To host 5QC in Paris, with the theme of “The citizen at the heart of the public quality”

• To feed back to the group on outcomes of 5QC

• Main purpose: • To share with the public good practices and

the knowledge gathered in IPSG/EUPAN


Lisbon

Decision concerning the country that will host the 6QC and general preparation of the 6QC

• Project coordinator: Presidencies• Inputs:

– Slovenia: to decide which country will host the 6QC and to start the preparation

– France, Czech Rep., Sweden: To continue the preparation of

6QC • Main purpose:

• To share with the public good practices and the knowledge gathered in IPSG/EUPAN.


Lisbon

Guidelines for 6QC

• Project coordinator: Pres. SI/FR/CZ & 5QC ad-hoc gr.• Inputs:

– Slovenia: To start to draft the Guidelines for 6QC, including ways to disseminate the cases/results to the relevant target groups

– France: To finalize the draft the Guidelines for 6QC, and to present it to the IPSG to gather suggestions

– Czech Rep: To approve the Guidelines for 6QC

• Main purpose: • To improve the quality of QC, including preparation &

dissemination of the cases/results to the relevant target groups, based on the lessons learned from 4QC impact evaluation and from 5QC results


Lisbon

Implementation of CAF Action Plan 2007/2008

• Project coordinator: Presidencies & CAF Expert Group

• Inputs:– Presidencies (SI/FR/CZ/SE): to monitor the implementation of

the CAF Action Plan 2007/2008– CAF Expert Group: to work in the activities planned– CRC/EIPA: to work in the activities planned

• Main purpose: to ensure the implementation of the CAF Action Plan 07/08 (CAF ecommunity; CAF training; CRC at 5QC…)


Lisbon

CAF Action Plan 2009/2010

• Project coordinator: Presidencies & CAF Expert Group

• Inputs:– Presidencies: to define the priorities for the CAF Action Plan

2009/2010 (SI); to approve the CAF Action Plan (FR); to monitor the implementation (CZ & SE)

– CAF Expert Group: to develop the Action Plan and work on it– CRC/EIPA: to develop the Action Plan and work on it

• Main purpose: to develop a CAF Action Plan adjusted to the MS needs and to guarantee 2010 applications in 2010.


Lisbon

Report on the 3rd CAF Event evaluation results

• Project coordinator: Portugal • Inputs:

– Portugal: Portugal will present the final report at the CAF Network meeting (20 March Ljubljana)

• Main purpose: :

– Gives input on strengths and weakness of 3rd CAF

Event and sharing the logistical experience with future

events organizers – to continuous improve


Lisbon

Decision concerning the country that will host the 4th European CAF Users Event; preparation and realization

• Project coordinator: Presidencies and CAF Expert group

• Inputs:– Slovenia: To decide which country will host the 4th CAF Users

Event and to start the preparation of it – France: To continue the preparation of the 4th CAF Users Event – Czech Rep., Sweden: To continue the preparation of the 4th

CAF Users Event and to host the event

• Main purpose: • To share with the CAF community good practices on CAF

application, excellent results, technical information…


Lisbon

Customer insight –EU version and collection of good practices

• Project coordinator: Portugal

• Inputs:– Portugal: to present the final report at the 1st IPSG meeting in

2009, Slovenia– EIPA: to finalize the work started in the Portuguese Presidency

• Main purpose: to explain the relevance of customer focus, and the role of the citizens in the public service management; to explain how the involvement could be done (customer insight techniques) and to give concrete examples (good practices)


Lisbon

Practitioners Guide on Citizen Charter

• Project coordinator: Netherlands and Presidencies• Inputs:

– Slovenia: To spread the Guidelines in the European PAs

– Netherlands: to present at the 5QC

Main purpose: • To get the larger number of public services


Lisbon

Evaluation of Public Administrations’ Added Value to the Lisbon Strategy Goals

• Project coordinator: Presidency, Slovenia• Inputs:

– Slovenia: to elaborate and present the study– France: presentation at the 5QC

• Main purpose: • 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.


Lisbon

Practical Guide with collection of good practices concerning the experiences on reduction of administrative burdens

• Project coordinator: Presidency, Sweden

• Inputs:– Czech Rep., : To start to gather good practices among the

IPSG group – Sweden : To draft and approve the Practical Guide

• Main purpose: • To find and share good practices concerning process

management, simplification…


Lisbon

Practical Guide with collection of good practices concerning the knowledge management in public services

• Project coordinator: Presidency, Czech Republic• Inputs:

– France : To start to gather good practices among the IPSG group

– Czech Rep: To draft the Practical Guide and approve the Practical Guide and spread in the European PAs

• Main purpose: • 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


Lisbon

Workshop about the demographic change on 5QC

• Project coordinator: Presidency, France• Inputs:

– Slovenia: To continue the preparation of the 5QC workshops – France: To host 5QC in Paris including a specific workshop on

demographic change

• Main purpose: • To raise the question in a public administration forum, in

order to contribute for the implementation of good practices concerning the demographic change


Lisbon

Tools & methods of cooperation

• EUPAN newsletter – collaboration

• EUPAN website- collaboration

• EUPAN Glossary - collaboration

• EUPAN Handbook- collaboration

• CIRCA- collaboration

• Practices cases in IPSG meetings


Lisbon

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?

In close cooperation with HRWG?

• How to increase citizen/customer confidence on e-services?

In close cooperation with eGov?


Lisbon

Working areas for learning teams, joint workshops or seminars

• How to manage shared projects?In close cooperation with eGov?

• How to retain and better use the HR knowledge in the public services? 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?

EUPAN Handbook

Presidency


Lisbon

EUPAN Handbook

•Guidelines for the work within one group •Principles of co-operation between the different working areas and different levels of the Network •The role of the Troika work •Practical information concerning the whole Network, such as administration of CIRCA •The co-operation between the EUPAN and the relevant partners outside the Network

Brought up the issue and related to the updating of the IPSG handbook proposed that the handbook

should be updated so that it would cover the whole EUPAN Network

Finnish Presidency


Lisbon

EUPAN HandbookWhat is a «Handbook»?

Concise manual or reference book providing specific information or instructions

Why a Handbook?

Lack of coordination and co-operation between the WGs

Lack of knowledge management in the Network

Need to integrate the new EU Member States

Need of basic organisational and proceeding guidelines

What are the objectives of the Handbook?

To work as an information bank for new individuals joining the network and its meetings

To promote information sharing and horizontal co-ordination and co-

operation inside the network as well as strengthening the effectiveness of the co-operation in the EUPAN network

To share a common vision of knowledge management inside the network

To promote good practice and continuous development of working methods

To provide information of the network to outside co-operative and interested partners.


Lisbon

EUPAN Handbook

Handbook

Table of contents

What is the EUPAN handbook?Why the handbook?How to maintain the Handbook updated?

I. EUPAN – General information about the Network

Definition History Mission Vision Network


Lisbon

EUPAN Handbook

Handbook

Table of contents

II. The role of the different actors Ministers Directors-Generals Troika (DG Troika/Troika Secretariat) Presidency Working Groups Sub-groups Ad hoc groups/Task forces Learning teams Delegates represented in the working groups

III. The working groups HRWG IPSG E-GOV


Lisbon

EUPAN Handbook

Handbook

Table of contents

IV. Setting targets and reporting results Ministers Resolutions Directors-General Resolutions Troika Recommendations Mid-Term Programme Work Programme Agenda Meeting Minutes Results report Evaluation results


Lisbon

EUPAN Handbook

Handbook

Table of contents

V. Directors-General meetings guidelines Meetings periodicity Chairmanship Place Coordination and logistical issues Preparation of documents Language Expenses

VI. Working groups meetings guidelines Before the meeting During the meeting After the meeting


Lisbon

EUPAN Handbook

Handbook

Table of contents

VII. Knowledge management, working methods and tools

Cooperation within the WGs Cooperation between WGs Working methods for sharing knowledge Tools for sharing knowledge Continuous improvement

VIII. Visibility of the network, products and accessibility

EUPAN Website Newsletter Conferences and events Studies Frameworks Guidelines


Lisbon

EUPAN Handbook - annexes

• List of sources

• WGs members contact list


Lisbon

EUPAN Handbook

Time Frame

26/10/2007 Presentation of the handbook structure

12/11/2007 First draft of the EUPAN Handbook

27/11/2007 Deadline for WGs members suggestions

30/11/2007 Final draft

10-11/12/2007

Approval of the handbook, DGs meeting

EUPAN Newsletter

Presidency


Lisbon

• you can see the proposal in: http://www.ama.pt/eupan/news1.htm

• To approve the layout

http://www.ama.pt/eupan/news1.htm

CAF Activities

EIPA

Information on Effective Management

Award

Dace Aizstrauta

Latvia

Portuguese Presidency

Final Balance

&

IPSG Report (DG Resolutions)

Presidency


Lisbon

Working Areas

1. Mid-Term Programme and IPSG Working Programme 2008-2009

2. Common Assessment Framework (CAF)

3. Quality Conferences

4. Customer Satisfaction Management

5. Citizen Charter

6. Knowledge Management (Handbook and Newsletter)

7. Cooperation

8. Good Practices


Lisbon

DG Resolution

After the meeting PT Presidency will circulate a proposal of the DG Resolution concerning the IPSG Work referring these working areas asking for comments


Lisbon

1. Mid-Term Programme

• Approval of the IPSG Work Programme 2008/2009 based on the German assessment, the Ministers and DGs Resolutions and the inputs of the Group

• Focus on: – Horizontal approach– Working areas– Working Methods

IPSG Report


Lisbon

2. Common Assessment Framework (CAF)

• Appraisal of the success of 3rd European CAF Users Event and CAF movie initiative.

• Approved a mandate for the CAF Network develop a memorandum of understanding with EFQM focused on a procedure for external feedback.

IPSG Report


Lisbon

3. Quality Conferences

• Activities towards 5th Quality Conference (Paris 2008) going on - workshops, Agora and Citizen Village formats approved.

• Appraisal of the PT Presidency survey on 4QC impact evaluation as a valid input to the improvement of next Quality Conferences.

IPSG Report


Lisbon

4. Customer Satisfaction Management (CSM)

• DG 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 sub group meetings was

agreed to get an overview across MS around the whole

subject of “customer insight”.

• The conclusions of the report on customer insight

questionnaire were presented by EIPA on behalf of PT

Presidency. IPSG Report


Lisbon

5. Citizen Charter

• Approval of the Practitioners Guide on

Citizen Charter with concrete advice on

how to implement a citizen charter, step

by step, conducted by Netherlands with

the contributions of MS.


Lisbon

6. Knowledge Management

• Approval of the EUPAN Handbook (based on the Finnish version) with the high involvement of the other EUPAN groups.

• PT Presidency present a layout for the EUPAN Newsletter to be set up in each presidency.

• PT Presidency presents a comprehensive manual to transfer minimal know-how necessary to the management/administration of CIRCA and to use the Virtual meetings funcionalitiy.

• PT Presidency propose the development of Learning Teams to share practices on specific themes and to develop new projects based on common interests.

IPSG Report


Lisbon

7. Cooperation EUPAN WG

Enhancement of 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 EUPAN Handbook, EUPAN Newsletter and MTP 2008/2009.

IPSG Report


Lisbon

8. Good Practices

Good Practices from Portuguese PA reform were

presented:

• The Portuguese strategy for eGov: Placing the

citizen in the centre of modern and changed

Public Administration.

• Administrative and Legislative Simplification

Programme (SIMPLEX) and the modernisation

initiatives linked with the enterprise life cycle.

Next IPSG meeting

Gordana Zurga

Slovenia


Lisbon

Thank you!

Obrigado!

ipsg meeting -15, 16 november – lisbon 2nd meeting of ipsg 15 -16 november 2007 parque das...

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