caf external feedback · 2010-12-06 · the caf external feedback procedure promotes feedback on...

23 - 24 September 2010,Bucharest

REPUBLIC OF SLOVENIAMINISTRY OF PUBLIC ADMINISTRATION

The 4th European CAF Users’ EventPlenary session 4

CAF External Feedback “Main Principles & Practical Implications illustrated by

Slovenia"

Dr Gordana ŽurgaSecretary, Ministry of Public Administration (Slovenia)Nick ThijsLecturer, EIPA CAF Resource Centre (Maastricht)

UNIUNEA EUROPEANAFondul Social European

GUVERNUL ROMANIEIMinisterul Administratiei si Internelor

Unitatea Centrala pentru Reforma in Administratia Publica


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Content

Part 1. CAF External Feedback and Effective CAFUser label

Part 2. CAF External Feedback in Practice –Approach in Slovenia

Part 3. CAF External Feedback – Conclusions and implications


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Overview Part 1

1. Aims of the Feedback Procedure

2. General principles

3. The 3 pillars: the What of the feedback

4. Steps in the feedback procedure

=> Practical implications PART 2


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1. Aims of the External Feedback Procedure

1. Support the quality of the CAF implementation and its impact on the organisation.

2. Support and renew enthusiasm in the organisation for continuous improvement.

3. Find out if and to what extent the organisation is installing TQM valuesas the result of the CAF application, and show the way forward.

4. Promote peer review and bench-learning. To facilitate organisations to learn from each other.

5. Reward organisations that started the journey on continuous improvement toward excellence in an effective way, without judgingtheir obtained level of excellence.


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2. The 6 general principles

1. The CAF External Feedback Procedure is a common European framework, to be implemented according to the national contexts on a voluntary basis.

2. The CAF External Feedback Procedure promotes feedback on the implementation of CAF and its effects on the organisation.

3. This feedback is given by peers and/or external experts.

4. The CAF External Feedback Procedure leads to the label of Effective CAF User (ECU) for 2 years, not the recognition or accreditation of an excellent organisation.

5. The CAF External Feedback Procedure is build upon 3 pillars.

6. The decision and responsibility for implementing the CAF External Feedback Procedure on the national level belongs to each Member State.


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3. The CAF External Feedback: What ?

The different pillars


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The process of applying the CAF


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Step 7: Draft an improvement plan, based on the accepted self-assessment reportStep 8: Communicate the improvement planStep 9 Implement the improvement PlanStep 10: Plan next self-assessment

Phase 3 – Improvement plan/ prioritisation

Step 3: Compose one or more self-assessment groupsStep 4: Organise trainingStep 5: Undertake the self-assessment Step 6: Draw up a report describing the results of self-assessment

Phase 2 – Self-Assessment Process

Step 1: Decide how to organise and plan the self-assessment Step 2: Communicate the self-assessment project

Phase 1 – The start of the CAF journey

PILLAR 1

PILLAR 2

Different steps in the CAF & the Pillars


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Pillar 1

The quality of the self-assessment : basis of the success for the future improvements. The self-assessment process is in the focus (steps 1 – 6).For this purpose a questionnaire is developed for the assessment of these different steps. The questionnaire covers the 6 steps and is not meant for validating the scores given in the CAF self-assessment


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Pillar 2

Doing something with the results of a self-assessment

The focus in this second pillar (steps 7-9)

The steps all give a detailed look into the improvement plan, what is the

quality of this plan, how is this composed, communicated and

monitored.

The CAF External Feedback covers the planning and the process of

improvement and is not meant for assessing the results of the

improvement actions.


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PRINCIPLES OFEXCELLENCE

Resultsorientation

Citizen /Customer focus

Leadership &constancy of

purpose

Management ofprocesses &

facts

Involvement ofpeople

Continuousimprovement &

innovation

Mutuallybeneficial

partnerships

Corporatesocial

responsibility

Pillar 3 Towards a TQM culture


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4. Steps in External Feedback Procedure

CAF and Application

CAF Self Assessment and Improvement Plan 6-12 months later application to the National Organiser

Self assessment on 3 pillars Organisation carries out self-assessment on the 3 pillars

CAF External Feedback Actors

Document analysis by CAF External Feedback ActorsSite visit by team of CAF External Feedback Actors

Feedback and ECU Label

The applicant organisation receives feed backIf positive on 3 pillars: “Effective CAF User” Label


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PART 2. CAF External Feedback in Practice –Approach in Slovenia

Strategic context

Establishing CAF External Feedback procedure in Slovenia

Expected results and implications


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Excellence Pyramid in Slovenia – Placement of the Effective User Label


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Excellence Pyramid – Bases needed


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CAF External Feedback in the context of improving quality of public services in Slovenia:

Strategic goal: To improve quality of public services by 25 % in the next 5 years12 central projects for 5 key areas:

QM systems in all ministriesStrengthening administrative capacity for quality in public administrationMinistries’ Action Plans “+ 25 %”Promoting quality and the results achievedTransparency of the area


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Strengthening administrative capacity for quality in public administration

CAF External Feedback: CAF EPIEstablishing the procedureUpgrade of current CAF usageExpanding the pool of CAF users

Pilot projects in different rounded areas (e.g. sector, level)


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CAF External Feedback in Slovenia – Main parameters

MPAESF

Funding:

National Organiser:

Ministry of Public Administration (MPA)

Start of the project:

July 2010

Applications for CAF EPI:

No fees for applicant organizations


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CAF External Feedback in Slovenia – Feedback Actors Policy

CAF Seminar(s)CAF External Feedback SeminarCode of ConductOfficial appointment by MPATrilateral agreement: FA – Employer –MPA

Requirements:

Pool of FAs: At MPA

Profile: Advanced CAF users / practitionersEFQM assessorsExperienced public managers


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CAF Users

MPA

Role of Ministry of PublicAdministration

Know howOrganisation

Funding

Pool of QM Experts

Pool of FAs

Applicant Organizations


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CAF External Feedback in Slovenia –Approach in Two Tracks

Existing CAF users

New CAF users

=> for strenghtening the capacity for QM in PA

Open Call to Apply

CAF External Feedback

Effective CAF User

CAF Project CAF Training CAF SA CAF External Feedback

in one year


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Establishing CAF External Feedback in Slovenia –The Schedule

Call for FAsTraining for FAsWebsite, promotion

September 2010

July 2010 Planning and conceptualisationTranslation of the material

August 2010 Preparation of all the materialOrganisational preparations and establishing processes

October 2010 Call for applications


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CAF External Feedback in Slovenia – Expected Results

Increased number of organisations using CAF;

Established pool of experts for QM;

Improved administrative capacity for QM in PA;

Synergy with other QM projects, and

Contribution to achieving strategic goals.


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PART 3. CAF External Feedback – Summary of conclusions and implications

Organisational level

National level

International level


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The CAF External Feedback and Label: Training on the delivery of external feedback

Maastricht, 13-14 January 2011

Feedback Actor Training planning


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Thank you for your attention!

Additional information:

Nick Thijs [email protected] Institute of Public Administration – EIPAwww.eipa.eu

Dr Gordana Ž[email protected] of Public Administration of the Republic of Sloveniawww.mju.gov.si

caf external feedback · 2010-12-06 · the caf external feedback procedure promotes feedback on...

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