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5QC UpdateIPSG Meeting

Ljubljana Feb 19, 2008

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5QC Update - Agenda

Introduction

3. BP workshops 1. Provisional program2. Validation of materials3. Call for facilitators4. Critical friends process

… Q/A

4. Infoshops (cf manual) 5. Stands exhibition (reservation of stands)6. Conference Program 7. Plenary sessions status8. Agoras status9. Internet Site10. Scientific survey

…Q/A

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BP Workshops Status

Nearly All BP are selected (still missing : Ireland, Slovak Republic)— Together : 54 cases

The scientific rapporteurs met on feb 5/6— Provisional program — Provisional edition of a case tiltle

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Distribution of workshops in the subthemes

Improving citizen's

lives

Citizen driving force

toward quality

Taking into account new key

social issues

Beyond the citizen,

involving all stakeholders for quality

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BP Workshops : Publishing the program : Titles/60 words summaries validations

The scientific rapporteurs will, by february 22nd:— Write comments on the detailed (10 pages) descriptions— Edit the 60 words summaries in order to achieve an overall coherence on

the program (website)— if needed , edit again the title

5QC team will transmit to IPSG members by february 27

IPSG members returns validation of titles and summaries by march 7

5QC team translates titles and summaries , for publication of the program online : first week of april

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BP Workshops : Putting materials online

IPSG members send by march 30— The final version of the detailed (10 pages) description— The short (1 page) description (if not already sent)— The video (optional, 2 min max.)

In April :— 5QC team translates the detailed (10 p.) description— 5QC team put materials (video, detailed descriptions )— Scientific Rapporteurs meet to review and proceed to a light

edition of the short descriptions

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BP Workshops : preparing the presentations

Call for Facilitators— Task

• Chairing the session • Questioning the presenters (to avoid clichés)• Establishing links and comparisons• Organising interaction with the audience

— Preparation of the workshop ahead

19 facilitators needed : volunteer now Indicate 3 possible workshops to facilitate : april 1

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BP Workshops : Critical friends

Paired already establihed— Portugal – Spain— Belgium – Luxemburg— Czech Republic – Slovak Republic— Cyprus – Greece (TBC)

Other proposals : until march 7

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BP Workshops

Q / A

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Infoshops Guidelines

Puropose of the infoshops : to focus in specific priorities areas of IPSG and EUPAN network

Sessions of 100 minutes 4 sessions

— Leadership— Demographic challenge— Customer management : a common european approach— Quality management in european PA

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Stands exhibition

Countries having reserved a stand :— Ireland— Finland— Belgique— Cyprus— Bulgaria— Austria— Netherlands— Greece— Republic of Slovenia— Portugal— Romania— Lithuania— Pologne— Germany— United kingdom— Estonia

Organisations

— CAF— Commission— EIPA— EFQM

Does not want a stand— Sweden

Deadline for reserving a stand extended to February 25

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PROGRAMME OF THE CONFERENCE

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Programme – initial draft

Monday 20 october

8:00 – 10:00 Registration

10:00 – 11:15 Welcome and introductionPlenary session 1

11:15 – 11:45 Break11:45 – 12:45 Agoras #1 (x4)

CAF Centre

12:45 – 14:15 Lunch

14:15 – 15:55 Best practice workshop #1 CAF Centre Infoshop

15:55 – 16:25 Break

16:25– 17:25 Plenary sessions 2 & 3

17:25 – 18:15 Stands CAF Centre

18:15 Welcome cocktail

Tuesday 21 october

8:00 – 9:00 Registration (end)

9:00 –10:30 Plenary sessions 4 5 & 6

10:30– 11:00 Break

11:00 – 12:40 Best practice workshop #2 CAF Centre Infoshop

12:40 – 14:15 Lunch

14:15 – 15:15 Agoras #2 (x4) Centre CAF

15:15 – 15:45 Break15:45 – 17:25 Best practice workshop #3

Centre CAF Infoshop

17:25 – 18:00 Stands CAF Centre

20:00 Dinner at the Louvre Museum

Wednesday 22 october

9:00 –10:00 Agoras #3 (x4) CAF Centre

10:00 – 10:30 Break

10:30 – 11:30 Plenary sessions 7 & 8

11:30 – 11:45 Break

11:45 – 13:00 Plenary session 9 and Close (presentation of the scientific survey, scientific rapporteurs 5QC organisers & 6 QC)

13:00 Lunch & end

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Initial programme of the conference Sessions : continuity and innovation

Plenary sessions : 30 min 11 (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 : 100 min

Presentation 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

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

operational questions

Infoshops— Sessions organised at the same time than

best practice workshops— Sessions focused on priorities of Eupan

Network— Several subjects for infoshop’s sessions:

Customer satisfaction management Facing the demographic challenge Quality management Human resources

Stands— Country stands— Eupan stand— Theme stands— Institutional stands (European Commission,

associations…)

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PLENARY SESSIONS

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Themes for the plenary sessions

There should be 9 plenary sessions, but also an introductive speech (by the Minister in charge of the Reform of the State), a closing speech, a presentation of the scientific survey and the report of the scientific rapporteurs

The themes of the plenary sessions are currently being defined and the keynote speakers are in the process of being chosen.

The plenary sessions should be translated into 5 languages (French, English, German, Italian and Spanish)

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Themes for the plenary sessions

1. Testimony on quality steps and/or customer satisfaction in the field of Industry— Profile of the speaker: a chief executive officer

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

3. How conciliate citizens’ expectations with the will to improve quality and economic requirements? How reform the administration?— Profile of the speaker: former minister or Prime minister

4. What role can associations and lobbies play in improving quality at a European level? — Profile of the speaker: European commissioner

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

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Themes for the plenary sessions

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

7 and 8. How insure that all the citizens’ needs are taken into account (participative democracy, geographical location of services)? — Profile of speakers (2) : elected official from an important european city

9. Civil servants and their representatives as regards to quality of services — Profile of the speaker: a european trade union representative

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Agoras status Confirmed , contacted, to be contacted

1. Is it possible to place the citizen at the heart of the conception of rules and regulations?

— Ian Ascough (UK), Daniel Trnka (CZ), Elisabeth Hvas (DK)— Facilitator : Charles-Henri Montin (Commission)

2. Is deliberative democracy th solution to further integrate the citizen ?— Quin Brugué (ES), Christina Emmerich (DE), Luc Bouvet (FR)— Facilitator : Giovani Moro (IT)

3. Are the needs of the citizens well apprehended?— Alex Oliver (UK), Youth parliament of Oslo, Andrea Viero— Facilitator : Peter Humphreys (IR)

4. Are public services accesible to everyone?— Dr Gabriella Bilics (HU), Gerhard Nussbaum (AU), Representative of users— Faciltator : Panagiotis Passas

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Agoras status Confirmed , contacted, to be contacted

1. Are all citizens equal regarding public services ?— Gunta Anca (LV), DR Hans Siebers (NL), Andrea Deaconu (RO)— Facilitator : N

2. Is it possible to foster quality without staff engagement ?— Fabien Malleret (FR), Sylvia Horton (UK), a union activist— Facilitator : Elisabeth Dearing (AT)

3. NGOs : what role to play in the production of public services of good quality?— Irma Meznaric(SI), Emmaus International, Piquasso— Facilitator : Les Helms

4. Is participatory evaluation of public action usefull?— Juan Antonio Garde Roca (ES), Jean Joubert(FR), Vita Terauda (LV)— Facilitator : N

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Agoras status Confirmed , contacted, to be contacted

1. Citizen charters : myth or reality— Luca Lo Schiavo (IT), Roy Stephenson(LU), Ing. Libuse Nivnicka (CZ)— Facilitator : Frank Faber (NL)

2. Has e-government kept its promises?— Rheinhardt Bosh (AT), Anne Bucher (Commission), Giorgio de Michelis (IT)— Facilitator : Jean-Jacques Léandri (FR)

3. How to make Behavior evolve? Rights and obligations of citizens in order to improve quality— Jean-Marc Bernardini (FR), Anna Kalinowska (PL), health education association— Facilitator : N.

4. Does outsourcing improve service quality— Mauro Bonaretti (IT), Isabelle Brunet (FR), a utility provider— Facilitator : Jos Schaefers (LU)

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INTERNET WEBSITE OF 5 QC

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Welcome page www.5qualiconference.eu

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General structure

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General structure and functionalities (2/2)best practice database

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Main page of www.5qualiconference.eu EN

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Welcome to

www.5qualiconference.eu

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SCIENTIFIC SURVEY

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Specifications for a scientific survey on the citizen and co-production of public services

Pilot of the scientific survey : Elke Löffler 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— Co-production — Co-evaluation

A comparative study : Germany, France, UK, Danemark and Tcheque republic

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

— Public security— Public health— Environment-Ecology

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

co-production — The citizens will be questioned on their behaviour in 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…

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Specifications for a scientific survey on the citizen and co-production of public services Deliverables

— Recommandations of the focus groups — Questionnaire of the enquiry for the 5 countries including :

• one common part for all the 5 countries• 5 specific parts per country

— Report of the enquiry including results per country and a comparative report— Final report of the scientific survey translated in french and english

Agenda — Focus groups meetings in each country : Februar 08— Conception of the questionnaire : Februar 08— Enquiry and report: March-April 08— Report of the survey : May-June 08

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Thank you for your attention

Q/A