MS- Customer Feedback Survey. 64th Advisory Forum Meeting, EFSA, 8-9 June 2017

Transcription

1 MS- Customer Feedback Survey 64th Advisory Forum Meeting, EFSA, 8-9 June 2017

2 WHY Customer Feedback is considered a valuable input in striving for continuous improvement, as defined by the EFSA Strategy 2020 and the Quality Policy Customer Feedback EFSA will use the feedback to better define our customer s, partners, and stakeholders needs and meet their expectations. Obtaining Customer Feedback is crucial for meeting our ISO 9001:2015 requirements. Establishing an effective feedback mechanism is part of building a robust Quality Management System 2

3 64th Advisory Forum Meeting, EFSA, 8-9 June 2017 BACKGROUND The Customer Feedback exercise with MS was carried out the first time in 2016 with Germany (Bundesinstitut für Risikobewertung, BfR) who volunteered to participate in the exercise. -The outcome was presented at the Advisory Forum (AF) -The feedback exercise was considered as very valuable by EFSA and by the MS, with the suggestion to further expand the exercise for 2017 to additional MS Expand the exercise to cover important elements of the Strategy (different strategic objectives) and increase participation of the MSs. 3

4 APPROACH o From interview-based to survey in order to enhance participation of MS. o The survey questions will be developed to receive feedback from MS as both Partners (i.e. risk assessors) and Risk Managers. o The survey will establish a closer link to EFSA s Strategic Objectives outlined in the EFSA Strategy 2020 o The survey will first be shared with the previously identified volunteer MS (Germany, Sweden, France) as a test run, before being shared with the all MS o Efforts to streamline in a single survey the different needs for MS feedback (i.e. including the upcoming external evaluation) 4

5 SURVEY SCOPE - SO1 MS Feedback on the following areas : o General satisfaction with EFSA s scientific outputs and their usefulness to MS Prioritise public engagement in the process of scientific assessment Fitness for purpose of our scientific opinions Clarity, coherence and consistency of our scientific opinions o General satisfaction with the RA process, the MS involvement and the strengthening of transparency and engagement with stakeholders o General satisfaction and usefulness of EFSA s communication tools and materials 5

6 SURVEY SCOPE - SO2 MS Feedback on the following areas : o Evidence management services and fostered innovative re-use of data Widen EFSA s evidence base and optimise access to its data Availability of open data and data reports Their relevance and usefulness Their accessibility for re-use Data submission, sharing and interoperability effectiveness 6

7 SURVEY SCOPE - SO3 MS Feedback on the following areas : Build the EU s scientific assessment capacity and knowledge community o Effectiveness of building and sharing capacity at organisation level General, on the achievement of sharing resources and avoiding overlapping activities Via specific tools, such as EU RA agenda & joint projects, grant tools, joint research priorities, joint international activities, fellowships o Effectiveness of fostering the risk assessment community at individual level General, on the achievement of a common approach Via specific tools, such as L&D schemes, attraction package 7

8 SURVEY SCOPE: SO4 MS Feedback on the following areas : Prepare for future risk assessment challenges o EFSA s and joint Preparedness, methodologies and urgent response Fostered use of new approaches enhancing ability to anticipate and respond to risks Accessibility to methods and tools Harmonisation of risk assessment methodologies 8

9 TIMELINE 8-9 th Present & agree on approach at the AF Deadline for participants to answer the survey End 3-4 th Share general outcome of survey at the AF June July August September October Test survey will be sent to volunteering MS Early Early Send survey to all participants 9

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