1 5qc ipsg meeting lisbon, 16 july 2007. 2 agenda 1. ministers resolution on 5qc 2. initial...

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5QCIPSG Meeting

Lisbon, 16 July 2007

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Agenda

1. Ministers resolution on 5QC

2. Initial programme of the conference

3. Agoras : summary of the speakers suggested by the IPSG

4. Plenary sessions

5. Scientific survey

6. Various means to associate citizens to the Conference

7. 5QC Website

8. Next steps

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Ministers resolution on 5QC

“…The main theme of the conference will be “The citizen as the main focus of quality-oriented public administration” and will particularly focus on citizen involvement and association in quality-oriented public administration. In this context also best practices in meeting the challenges of demographic change should be presented….”

(Berlin, June 22, 2007)

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Initial programme of the conference Sessions : continuity and innovation

Plenary sessions : 30-45 min8 to 10 – including introduction and conclusion— Presentations by keynote speakers— Including Q/A (gathered before and during the

conference)

Agoras : 60 min12 organised in 3 sessions of 4 parallel Agoras — Debates between 2 to 4 experts and stakeholders on a

given issue related to the themes of the conference — Chaired by an IPSG member and animated by a

professional animator — Including Q/A (gathered before and during the agora)

Best practice workshops : length and format currently discussed21 workshops (63 best practices presented)— Presentation of 2 or 3 best practices per workshop,

lasting 20 minutes each — In depth presentations, comparisons and discussion

around how to re-use/transfer the best practices beyond their initial context.

— Chaired by an IPSG member and animated by a facilitator

Citizen’s village — Stands presenting different ways to take the citizen

into account • Citizen charter• Study on co production• Study (Slovenia) on quality politics and satisfaction

measurement • Measuring customer satisfaction • …

— Country stands +OCDE, EUPAN, Commission, BEUC, user associations, …

CAF Centre — Presentation of the latest updates on CAF — Presentation of CAF best practices— "consultations" by small groups focusing on

operational questions— …

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Programme – initial draft

Monday 20 October

8:00 – 10:00 Registration

10:00 – 11:30 Welcome and introduction (plenary)

11:30 – 12:00 Break

12:00 – 13:00 Agoras #1 (x4)

13:00 – 14:15 Lunch

14:15 – 15:15 Citizen village & CAF Centre

15:15 – 16:55 Best practice workshop #1 (x7)

16:55 – 17:15 Break

17:15– 18:35 Plenary sessions 1 & 2

Tuesday 21 October

8:00 – 9:00 Registration (end)

9:00 – 10:20 Plenary sessions 3 & 4

10:20– 10:40 Break

10:40 – 11:20 Best practice workshop #2 (x7) & CAF Centre

11:30 – 12:30 Agoras #2 (x4)

12:30 – 13:45 Lunch

13:45– 15:20 Best practice workshop #3 (x7)

15:20 – 15:30 Break


16:40 – 18:00 Citizen village & CAF centre

18:00 close

20:00 Dinner at the Louvre

Wednesday 22 October


10:20 – 10:30 Break

10:30 – 11:30 Agoras #3 (x4)

11:30 – 11:40 Break

11:40 – 13:00 Close (scientific rapporteurs, citizens, 5QC organsiers & 6QC)

13:00 Lunch

13:00 – 14:00 Citizen village & CAF Centre

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Questionnaire submitted to IPSG members to suggest speakers for 5QC Agoras (1)1. Is it possible to place the citizen at the heart of the conception of

rules and regulations? A member of Parliament

— Dr. Michael Bürsch SPD and Klaus Riegert CDU (Germany) A practitioner of measure and reduction of administrative burden

— Kees Keuzenkamp (Department Head, Ministry of the Interior) (Netherlands), Dr. Georg Thiel (Federal Ministry of the Interior Deputy Head of department of Administrative Modernisation), Dr. Johannes Ludewig (Vorsitzender Normenkontrollrats), Walter Radermacher (Präsident Statistisches Bundesamt) (Germany), Mrs Renata Zatler (Head of Department for Public Administration Process and reducing Administrative Burdens Ministry of Public Administration (Slovenia)

A high court member who analyses the regulation quality (eg. French Council of State – Conseil d’Etat)

— Prof. Engels (Bundesrechnungshof) (Germany) A representative of a users’ committee

— Edda Müller (Vorstand Verbraucherzentrale) (Germany) A representative of a businesses organization (new)

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Questionnaire submitted to IPSG members to suggest speakers for 5QC Agoras (2)2. Is deliberative democracy the solution to further integrate the

citizen? A Swiss mayor A representative of a citizen council Wanted A member of a local council with a participative budget

— Christina Emmrich (Bürgermeisterin Bezirksamt Lichtenberg / Berlin) (Germany) A member of the government of Catalonia, which happens to be the sole

European region consulting citizens on legislative projects Other

— Scientists :Carsten Herzberg (Bürgerhaushalt – Europa Centre Marc BlochDeutsch Französisches Forschungsinstitut für Sozialwissenschaften), Oliver Haubner (Bertelmann Foudation), Elke Löffler (Governance International), Gerhard Banner (Vorstand KGST) (Germany)

— A representative of a citizenship organization : Giovanni Moro (President FONDACA, Active citizenship Foundation)

— Mrs. Gunta Veismane (Head of the State Chancellery the Republic of Latvia) (latvia)

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Questionnaire submitted to IPSG members to suggest speakers for 5QC Agoras (3)3. Are the needs of the citizens well apprehended? - Speakers wanted A representative of the Customer Insight Forum (UK) A poll professional

— Walter Radermacher (Präsident Statistisches Bundesamt) (Germany) A user association representative

— Edda Müller (Vorstand Verbraucherzentrale Bundesverband) (Germany) A representative of a youth NGO

— Detlef Raabe (Vorsitzender DGB-Jugend/Verdi) (Germany)

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Questionnaire submitted to IPSG members to suggest speakers for 5QC Agoras (4)

4. Are public services accessible to everyone? – Speakers wanted Local ombudsman delegate or equivalent Academic working on the issue of not using public services A representative of a user’s committee or public transport and/or municipal

adminstration (new) A representative of disavantaged people (new) Other:

— A city manager: Mauro Bonaretti (City manager of Reggio Emilia) (Italy)— An E-government specialist: Kees Keuzenkamp Department Head, Ministry of the

Interior (Netherlands)— An expert : Dr Gabriella Bilics (Central office for public services) (Hungary)

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Questionnaire submitted to IPSG members to suggest speakers for 5QC Agoras (5)5. Are all citizens equal regarding public services? Representatives of authorities in charge of fighting against

discrimination — Heiner Bielefeldt (Deutsches Institut für Menschenrechte) (Germany)

A senior civil servant having implemented an equal opportunity policy — Ad de Ruijter (Also director of National Network Diversity Management)

(Netherlands) Local ombudsman delegate or equivalent A representative of a senior citizen NGO (new) Wanted A representative of disabled people NGO (new)

— Representative from NGO: Mrs. Gunta Anča (Chairman of the Board “The Latvian Umbrella Body for Disability organisations) (Latvia)

Other suggestions:— A policy implementation responsible at regional level: Andrea Viero (Director

General of Friuli Venezia Giulia Region) (Italy)— Professor Tilburg University: Senior lecturer on diversity, ethnicity and

management (NL)

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6. Is it possible to foster quality without staff engagement? –Speakers wanted

A senior civil servant in charge of steering modernisation — Georg Thiel, Lohmann, Schallbruch, Bürger (Germany)

A trade union activist from a country where coadministration is in use— Frank Bsirske (Verdi) (Germany)

A management guru— Hermann Hill (DVH Speyer), Staatsminister a,D, Gerd BouckaerdDirecteur,

Instituut voor de Overheid (Germany) A representative from Parent Education Association (new) A civil servant involved in a quality improvement process (new)

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7. NGOs: what role to play in the production of public services of good quality? – Speakers wanted

A representative of an NGO in charge of local authority housing (eg. Emmaus)

a department head having outsourced services to an NGO (eg. Flanders: cooperation between an agency in charge of collecting household refuse agency and the NGO VLACO making compost)

A representative of the UK national organisation of NGOs helping in the quality management. (Piquasso)

A representative from an NGO defending of ill-housed people (e.g. “droit au logement”, “les enfants de Don Quichotte” (new)

Other suggestions: — An NGO for citizen involvement: Dr. Ansgar Klein (Geschäftsführer

Bundesnetzwerk Bürgerschaftliches Engagement) (Germany)— Mrs Irma Mežnarič (Undersecretary at the Ministry of Public Administration

Responsible for co-operation with NGOs, representative in OECD working group for inclusive and open governance) ( Slovenia)

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Questionnaire submitted to IPSG members to suggest speakers for 5QC Agoras (8)8. Is participative evaluation of public action useful? – Speakers wanted A user having taken part in participative evaluation? eg. Bobigny Citizen

observatory) A journalist

— Franz Drey (Behördenspiegel) (Germany) A department head having set up a consultation system with users Other suggestions:

— a responsible of a justice sector organization Cuno Tarfusser (Public prosecutor of Bolzano) (Italy)

— Mrs. Vita Tērauda (Director of the centre of public policy “Providus”) (Latvia)

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9. Citizen charters: myth or reality? a representative from the Netherlands (leading this work at the IPSG)

— Frank Faber (IPSG) or possibly Rob Kuipers (DG) (Netherlands) A consumer, public service user (preferably in the sector of transport)

— Ed Mayo (Director of the National Consumer Council ) (Netherlands) A certification Professional A Regulatory Authority representative with leading experience in quality

standards

— Luca Lo Schiavo Deputy Director for Quality and Consumer Affairs, Regulatory Authority for electricity and gas

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10. Has e-government kept its promises? – Speakers wanted A « networked » politician An academic-sociologist taking interest in the use of ICT A practitioner having implemented an e-government project

— Dr. Manfred Schnitzler (Bundesagentur für Arbeit), Jörg Funk (Beschaffungsamt), Prof. Hartmut Weber (Präsident Bundesarchiv), Gabriele Hahn (Vizepräsidentin Bundeszentralamt für Steuern) (Germany)

— Elio Gullo (Chief Information Officer (CIO), ENPALS – Social Security Agency for Entertainment Workers and former Italian representative in the e-gov EUPAN working group since 2002 to 2006) (Italy)

— Jan Kouijzer, (Netherlands)— Dr Aleš Dobnikar (Head of International Relations Service at the Ministry of Public

Administration) (Slovenia)— Representative of Secretariat of Electronic government affairs (Latvia)

An e-government user (new) A letter writer (new)

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Questionnaire submitted to IPSG members to suggest speakers for 5QC Agoras (11)11. How to make behaviours evolve? Rights and obligations of

citizens in order to improve quality – Speakers wanted A public transport service representative having implemented an awareness

campaign (civility of the user’s attitude) A fiscal service representative (fighting against tax resistant

behaviour) An Asian Senior civil servant or academic (Confucian approach of civic

responsibility) A journalist A representative from public service user’s association – health and hygiene

(prevention, conciousness raising) or environmentalism (new) Other suggestions :

— Henrik Riede Kienbaum (Management Consultants GmbH) (Germany)

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12. Does outsourcing improve service quality? – Speakers wanted A representative of a delegating local authority A representative of an important utility company A quality specialist A trade union activist A representative of an outsourced public service (ie Water, transport,

power…) (UK?) Other suggestions:

— Association of German municipalities: Dr. Alfred Reichwein (Germany)

— Mr. Andris Bērziņš (Head of the Latvian Samaterian association) (Latvia)

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Themes for the plenary sessions (1/4)

1. Testimony on quality steps and/or customer satisfaction in the field of Industry

— Profile of the speaker: an entrepreneur : Total (T. Desmarest), Valéo (T. Morin), Air France (J-C. Spinetta), Renault (L. Schweitzer), Porsche (W. Wiedeking), Apple (S. Jobs), Bertelsman (G. Thielen)

2. The impact of mediation on the improvement of public decision (legislative, regulatory) and quality for citizen

— Profile of the speaker: European or national Ombudsman, Swedish Ombudsman, Jean-Paul Delevoye

3. How conciliate the contradictory expectations of citizens, the will to improve quality and economic imperatives? Or How are politicians attentive to citizens, how do they address new collective issues? +difficulties or How undertake a reform of the administration/ how reform the administration? + difficulties to reform

— Profile of the speaker: former Minister: T. Blair, former Canadian Prime Minister, J.M Aznar, J. Delors, A. Juppé – J-FCopé, N. Vassilev, Pia Marconi, Mart Laar

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4. What role can associations and lobbies play in improving quality at a European level?

— Profile of the speaker: European commissioner (Introduction?): Günter Verheugen, Meglena Kuneva (Commissioner for Consumers), Margot Wallström

5. How associate excluded citizens and how work with their representative? — Profile of the speaker: OCDE SG (Introduction?)

6. How are the issues of sustainable development and the association of citizens to the management of public service: “co-production of sustainable development?”

— Profile of the speaker: activist /opinion leader: Nicolas Hulot, Al Gore, Cohn-Bendit

7. How insure that all the citizens’ needs are taken into account (participative

democracy, geographical location of services)? — Profile of the speaker: elected official from Bologna, Catalonia, e-Bourgogne, Ken

Livingstone

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8.The public service facing socio-demographic evolutions (ageing, migration, diversity, etc.)

— Profile of the speaker: an academic having produced a research on this subject

9. What role can associations representing users play in improving quality? or What are the expectations of the citizens? How do you apprehend them?

— Profile of the speaker: a user’s representative - Could complete the presentation delivered by the European commissioner : BEUC, Irish representative, Spain.

10. What do Unions think about the quality of service? Or How do Unions integrate the citizen (user, taxpayer, voter, agent) in their claims?

— Profile of the speaker: a Trade union representative: European Trade Union representative.

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11. How encourage citizens to participate more/ how make the citizen want to contribute to the public service? Public service and democratic deficit.

— Profile of the speaker: an academic or? — Robert Putnam ?

12. The stakes of the co-production of public service. (including the results of the study)

— Profile of the speaker: an academic — Scientific rapporteurs

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Specifications for a scientific survey on the citizen and co-production of public services (1/3)

Main issue of the survey — What type of relations exist between the involvement of citizens in the production of

public services and their expectations in terms of quality (criteria, satisfaction level, trust…)

Defining coproduction : Different aspects of the citizen, going beyond the user-consumer relation

— Co-design and service planning— Co-administration / co-management

Perimeter of the study : four fields taken into account independently of their management method

— Public security— Public health— A comparative study : Germany, France, UK, Italy and Romania ?

Methodolgy— A questionnaire submitted by phone, taking into account the culture, institutions

sufficiently similar to enable comparisons between countries — Recoursing to a representative sample— « Focus groups » as a complementary tool to enrich the analysis

— Co-production — Co-evaluation

— Environment / ecology— Education

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Specifications for a scientific survey on the citizen and co-production of public services (2/3) Aim of the questionnaire : clarify the attitude of respondents as regards

co-production — The citizens will be questioned on their behaviour vis-à-vis concrete situations rather than

questioned on their hypothetical attitude. — Crossing attitudes towards co-productions and expectations— Crossing attitudes towards co-production in the public sphere and in the private sector

Scope of the questionnaire : a few examples — The implication in the design, management, production and/or evaluation of public

services— The impact of their engagement on the decision taken by public services, in particular,

whether they obtained feedback — Their satisfaction in relation to the engagement taken in the co-production: did it change

the quality of the service? Did it change their quality of life? Was it a positive experiment? — Public security : the help brought/or not to authorities in searching for authors of crimes

and/or offences— Public health : the voluntary participation in activities to the sick people or in-patients profit — Environment/ecology : the precautions taken/or not as regards waste : picnic,

newspapers, paper in general… — Education : the implication in activities related both directly to and outside courses/classes

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Specifications for a scientific survey on the citizen and co-production of public services (3/3)

Deliverables— The questionnaire for the 5 countries— A report per country presenting

• The results per field• The crossing of data (co-production in the private and public sector)• A comparison of the attitudes• Suggestions of typologies for the respondents

— A comparative report

Agenda — Notification of the order: July-Sept 2007— Presentation of the multilingual questionnaire, for validation by the DGME: 30 Sept

2007— Undertaking the surveys: Oct-Nov 2007— Identification of the topics to be studied in-depth by the focus groups: Dec 2007— Undertaking the focus groups: Jan-Feb 2008— Submission of the reports: March 2008

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Various means to associate citizens to the Conference1. Mobilising citizens before the conference

1.1 Conduct a survey to gather information on citizen’s attitude toward coproduction of public services:

— Focusing on 5 EU countries.

1.2 Setting up a forum/blog before the 5QC in order to encourage a debate and foster reflexions which would be introduced in the agoras: — By mobilising target populations such as students; — At the European level;— Linked to other communication activities (TV show…)

1.3 Take an inventory and analyse citizens’ requests made to the Ombudsman’s network at the European level.

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Various means to associate citizens to the Conference 2. Having citizens present at the conference

2.1 Have citizen representatives at European level intervene: — As main speakers — As speakers during the agoras— By giving the floor to « citizen agents » / « citizen civil servants »

Representatives could come from— European network of consumer associations — Trade union networks

2.2 Organising a direct confrontation between citizens through a TV show enabling live reactions to the Conference debates:— By organising a partnership with a TV channel of with a radio;— By organising a series of TV shows before and during the conference; — By doing vox-pop

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Various means to associate citizens in the Conference 3. Representing citizens during the debates

3.1 Give life to the citizen via speakers and animators in the Agoras:— Illustrate the different aspects of the citizen;— Play the devil’s advocate and plan insolent (but courteous) questions for the

Agoras.

▲ cf. « Agoras»

3.2 Reflect citizen’s requests gathered to the Ombudsmen and on the Internet forum:— During the conferences and Agoras;— In the common area – mur dazibao.

3.3 Prepare and broadcast a video presenting the four-fold aspects of the citizen.

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5QC Website www.5qualiconference.eu

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Main page of www.5qualiconference.eu FR

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Main page of www.5qualiconference.eu EN

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Next steps

IPSG members send 2nd proposal for Agora speakers Sept 3

CAF center program will be discussed at CAF meeting Sept 6

5QC team circulates Oct. 15— 3rd draft of agora program— Draft of plenary sessions program — Draft of BP workshop manual— Draft of agora faclitators’ manual

Deadline for IPSG members to send BP description Oct 31

(or Nov 30)

IPSG meeting Nov 15— validation of manuals— Citizen village/country stands requirements

1 5qc ipsg meeting lisbon, 16 july 2007. 2 agenda 1. ministers resolution on 5qc 2. initial...

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