IPSG WORKING GROUP TROIKA SECRETARIAT EUPAN

Transcription

1 TROIKA SECRETARIAT EUPAN 7 JULY 2008, PARIS IPSG WORKING GROUP 1. KEY ELEMENTS 2. MEETINGS 3. QUALITY CONFERENCES 4. COMMON ASSESSMENT FRAMEWORK 5. CUSTOMER SATISFACTION MANAGEMENT 6. DISCUSSION 1

2 1. Key elements for the IPSG Continuity with previous presidency Comparative Analysis of Quality Management in Public Administrations Evaluation of the Public Administrations Added Value to the Lisbon Strategy Goal 3 Priorities : long term productions of IPSG Quality conferences Common Assessment Framework (CAF) Customer satisfaction management 2. Two working group meetings + three subgroup meetings First IPSG meeting: July in Paris Second IPSG meeting: November in Paris Three expert group meetings in Paris CAF: 11 September Customer Satisfaction Management: 2 October QC ad hoc group : 3 November 2

3 2. Provisional Agenda of 1st IPSG meeting 1st Day Knowledge management within EUPAN network Quality management in Public Administrations PA Contribution to Lisbon s Strategy EPSA 2009 Sharing Practices (France, UK) Customer Satisfaction management 2nd day 5QC, 6QC AOB 3. Quality Conferences On the Agenda of All meetings IPSG, QC Ad Hoc Group Even CAF and CSM groups 5QC Organizing the event Evaluation Start the preparation of QC Guidelines for 6QC Find a host Country 3

4 4. Common Assessment Framework CAF Action plan Implement and monitor action plan 2007/2008 Prepare action plan 2009 / 2010 Preparation of CAF event 2009 Procedure on External Feed back Build on pilot projects and agreed principles of PEF Develop organisational scheme of the procedure 5. Customer Satisfaction Management An important theme for IPSG since 2005 European Primer on Customer satisfaction management Work conducted during Portuguese, Slovenian and French presidencies Preparation of Info shop at 5QC Presentation of the Primer Presentation of practical cases Decide on further development with next presidencies Elaboration of in depth guidelines on specific topics 4

5 5. Customer Satisfaction Management Background where do we come from DGs resolution of May 2006 : collection of best practices and the preparation of guidelines for questionnaires to measure customer satisfaction During the Austrian (first half 2006), Finnish (second half 2006) and German (first half 2007) Presidencies, initiatives were taken to address these aspects and decision to broaden the topic Portuguese Presidency (second half 2007) : (1) Customer Satisfaction Expert Group of IPSG agreed getting an overview across member states (study) (2) Creating an EU version of the UK primer (Cabinet Office 2006) (source : EIPA CAF RC) 5. Customer Satisfaction Management Ambitions / objectives of the EU Primer by this publication the place and the role of citizens/customers in customer satisfaction management is more clear, and public service organisations all over Europe have some practical guidelines on the way to Customer Satisfaction Management. Combination of strategical and operational level theory and practice Bringing in practical cases from all over Europe Linking with other EUPAN (IPSG) work / products Work on the Charters Work on QC s Work on the CAF (source : EIPA CAF RC) 5

6 5. Customer Satisfaction Management Different methods gaining insight 1. Front line staff information of citizen/customer insight 2. Satisfaction Surveys 2.1. Quantitative methods 2.2. General satisfaction surveys and opinion polls 2.3. Different types of surveys and the pros and cons 2.4. Questions before starting a survey 3. Customer journey mapping / Process analysis 4. Usability testing and website analysis 5. Consultation 6. Using ICT to gather service user feedback 7. Citizen/customer panels 8. Group interviews and Focus groups 9. Mystery shopping 10. Citizen/Customer charters 11. Using Comments, Compliments and Complaints as feedback 12. Open Space Technology / World Café 13. Segmentation (source EIPA CAF RC) 6. Elements for the discussion Reaction on program and priorities presented Added value of the productions for national public administrations 6