CAF External Feedback · 2010-12-06 · The CAF External Feedback Procedure promotes feedback on the implementation of CAF and its effects on the organisation. 3. This feedback is
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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
23 - 24 September 2010,Bucharest
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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
23 - 24 September 2010,Bucharest
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23 - 24 September 2010,Bucharest
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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
23 - 24 September 2010,Bucharest
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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
23 - 24 September 2010,Bucharest
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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
23 - 24 September 2010,Bucharest
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CAF Users
MPA
Role of Ministry of PublicAdministration
Know howOrganisation
Funding
Pool of QM Experts
Pool of FAs
Applicant Organizations
23 - 24 September 2010,Bucharest
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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
23 - 24 September 2010,Bucharest
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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
23 - 24 September 2010,Bucharest
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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
23 - 24 September 2010,Bucharest
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Thank you for your attention!
Additional information:
Nick Thijs n.thijs@eipa.euEuropean Institute of Public Administration – EIPAwww.eipa.eu
Dr Gordana Žurgagordana.zurga@gov.siMinistry of Public Administration of the Republic of Sloveniawww.mju.gov.si
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