10
Issue 1 September 2009 CONTACTS: UNDP Regional Centre for Public Administration Reform (RCPAR) 8, Patriarchou Ioakim str., 106 74 Athens, Greece Tel: + 30 210 7245001 Fax: + 30 210 7245042 Panos Liverakos, RCPAR Team Leader e-mail: [email protected] www.rcpar.org IQUAL Initiator/Coordinator, Scientific Centre for Benchmarking and Excellence Ivanovo State Power University 34 Rabfakovskaya str., 150003 Ivanovo, Russia Tel/Fax: + 7 4932 413773 Dmitry Maslov, Director of SCBE/ISPU e-mail: [email protected] http://benchmarking.economic.ispu.ru IQUAL in brief “Improving quality of public management through application of the CAF model (IQUAL)” is one of several multi-country activities (MCA) funded by UNDP Regional Centre for Public Administration Reform (RCPAR). The IQUAL project was initiated by RCPAR Focal Point in Russian Federation - the Scien- tific Centre for Benchmarking and Excellence (SCBE) of Ivanovo State Power University (ISPU). Other official partners of the project are: Ministry of Public Administration of the Re- public of Slovenia; Ministry of Welfare of the Republic of Latvia; Organizational Work and Public Administra- tion Policy Department under the Admini- stration of President of the Kyrgyz Republic; Agency for Civil Service Affairs under the President of the Republic of Kazakhstan. The IQUAL activity runs from September 2009 to March 2010 under the RCPAR the- matic area of “Public Service Delivery”. IQUAL’s intended wider outcome is to en- hance the capacity of partner countries to de- ploy quality management techniques in Public Administration through a better understanding of the Common Assessment Framework (CAF) model. Some of the specific objectives of the project are the following: 1) Give the opportunity to senior CAF practitio- ners from partner countries to share knowl- edge and grow together; 2) Introduce CAF model to the CIS countries; 3) Build a basis for further CAF development through trainings, networking and bench- learning. IQUAL context The CAF model was introduced in Latvia and Slovenia in the early 2000. It was incorpo- rated in ongoing PA reforms in Slovenia and its development is supported by various Govern- mental structures, while Latvia is a relative be- ginner in CAF usage, and the number of its practical users is comparatively lower than in Slovenia. Furthermore, Latvia requires more external contribution both in the knowledge and practical experience on how to use it more successfully in the PA realm, as well as how to enhance the efficacy of users. As highlighted in the UNDP/RCPAR 2007 Regional Survey on PAR, the Slovenian ex- perience in this field is among the most suc- cessful. On the contrary, the CAF model in Russia is not widely known and was officially introduced for the first time in 2008 at the EIPA CAF Seminar in Moscow. However, there have been regional CAF related initiatives since 2006. An example is the Ivanovo oblast where an adopted version of CAF – EPUS Model was developed and introduced for self-assessment in some governmental structures. As of 2008 the CAF model has a National Partner in Rus- sia – the Russian Organisation for Quality (ROQ) – but it has not had official Governmen- tal support up to now. CAF has not been intro- duced in Kyrgyzstan, or in Kazakhstan, but it seems that strong interest exists for quality management applications in some governmen- tal bodies. IQUAL scope 1) Three study visits to EU partners: first to Latvia where Latvian partners will present their CAF implementation process and re- sults achieved second – to Slovenia and the last visit is to Greece, where IQUAL partners will meet with the RPCAR team and have a chance to witness the applica- tion of CAF in the Greek PA; 2) Three CAF trainings: the first in Latvia (combined with a study visit mentioned above – first two days are for “CAF in ac- tion” training (delivered by an EIPA expert), then a day for sharing experience and good practices (also sharing on pit falls and mis- takes in the primary stages of implementa- tion) the second is in Kyrgyzstan, which will focus on civil servants from Central Asia and also delivered by an EIPA expert) the third is participation in the CAF external evaluation training, which will take place in the EIPA CAF Resource Centre (Maastricht, Netherlands); 3) Participation in two CAF related confer- ences: first is the 9th Slovene national quality conference “Good Practices in Slo- vene Public Administration”, which will be held on 21st October 2009 in Brdo, Slovenia and the second is a conference in the city of Ivanovo, Russia, involving the presenta- tion of the MCA’s final results and the “CAF good practice book”. This conference will also include a round table discussion on project outcomes, dissemination of knowl- edge and further development. IQUAL starts in Riga First CAF training within the IQUAL frame- work was organized by the Department of Fi- nance and Development of the Latvian Ministry of Welfare, and it took place in Riga, Latvia on 22–24 September, 2009. Training was deliv- ered by Patrick Staes (EIPA expert). This training event was expected to provide a more in-depth analysis of different aspects of CAF deployment, including: Total quality management and the CAF 2006 Model; The process of self-assessment with CAF; Involvement of management and staff in the self-assessment project; The CAF as a driving force behind organisa- tional change; Experiences with the CAF – best practice for Public Administration; Development of action and improvement plans, and methods for prioritizing improve- ment actions; Communication strategy for the CAF model; Develop a quality strategy for an organisa- tion using the CAF model; CAF E-tools; CAF networking and bench-learning oppor- tunities. In addition to the training program a practi- cal study visit to national CAF users (the Cen- tral Bank of Latvia, the Ministry of Finance and Ministry of Welfare) for sharing practices and changing experiences was successfully con- cluded. The working languages of the training were English and Russian. IQUAL coordinator in Latvia is Ms. Ilze Kurme, Ministry of Welfare, Department of Fi- nance and Development Contact information: e-mail: [email protected], telephone: +371 67021697 Russia Latvia Slovenia Kyrgyzstan Kazakhstan

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Page 1: IQUAL NewsLetters

Issue 1 ▪ September 2009

CONTACTS:

UNDP Regional Centre for Public Administration Reform

(RCPAR) 8, Patriarchou Ioakim str.,

106 74 Athens, Greece Tel: + 30 210 7245001 Fax: + 30 210 7245042

Panos Liverakos, RCPAR Team Leader

e-mail: [email protected] www.rcpar.org

IQUAL Initiator/Coordinator, Scientific Centre for Benchmarking

and Excellence Ivanovo State Power University

34 Rabfakovskaya str., 150003 Ivanovo, Russia

Tel/Fax: + 7 4932 413773 Dmitry Maslov,

Director of SCBE/ISPU e-mail: [email protected]

http://benchmarking.economic.ispu.ru

IQUAL in brief “Improving quality of public management

through application of the CAF model (IQUAL)” is one of several multi-country activities (MCA) funded by UNDP Regional Centre for Public Administration Reform (RCPAR).

The IQUAL project was initiated by RCPAR Focal Point in Russian Federation - the Scien-tific Centre for Benchmarking and Excellence (SCBE) of Ivanovo State Power University (ISPU). Other official partners of the project are: � Ministry of Public Administration of the Re-

public of Slovenia; � Ministry of Welfare of the Republic of Latvia; � Organizational Work and Public Administra-

tion Policy Department under the Admini-stration of President of the Kyrgyz Republic;

� Agency for Civil Service Affairs under the President of the Republic of Kazakhstan. The IQUAL activity runs from September

2009 to March 2010 under the RCPAR the-matic area of “Public Service Delivery”.

IQUAL’s intended wider outcome is to en-hance the capacity of partner countries to de-ploy quality management techniques in Public Administration through a better understanding of the Common Assessment Framework (CAF) model. Some of the specific objectives of the project are the following: 1) Give the opportunity to senior CAF practitio-

ners from partner countries to share knowl-edge and grow together;

2) Introduce CAF model to the CIS countries; 3) Build a basis for further CAF development

through trainings, networking and bench-learning.

IQUAL context

The CAF model was introduced in Latvia and Slovenia in the early 2000. It was incorpo-rated in ongoing PA reforms in Slovenia and its development is supported by various Govern-mental structures, while Latvia is a relative be-ginner in CAF usage, and the number of its practical users is comparatively lower than in Slovenia. Furthermore, Latvia requires more external contribution both in the knowledge and practical experience on how to use it more successfully in the PA realm, as well as how to enhance the efficacy of users.

As highlighted in the UNDP/RCPAR 2007 Regional Survey on PAR, the Slovenian ex-perience in this field is among the most suc-cessful. On the contrary, the CAF model in Russia is not widely known and was officially introduced for the first time in 2008 at the EIPA CAF Seminar in Moscow. However, there have been regional CAF related initiatives since 2006. An example is the Ivanovo oblast where an adopted version of CAF – EPUS Model was developed and introduced for self-assessment in some governmental structures. As of 2008 the CAF model has a National Partner in Rus-sia – the Russian Organisation for Quality (ROQ) – but it has not had official Governmen-tal support up to now. CAF has not been intro-duced in Kyrgyzstan, or in Kazakhstan, but it seems that strong interest exists for quality management applications in some governmen-tal bodies.

IQUAL scope

1) Three study visits to EU partners: ▪ first to Latvia where Latvian partners will present their CAF implementation process and re-

sults achieved ▪ second – to Slovenia ▪ and the last visit is to Greece, where IQUAL partners will meet with the RPCAR team and have a chance to witness the applica-tion of CAF in the Greek PA;

2) Three CAF trainings: ▪ the first in Latvia (combined with a study visit mentioned above – first two days are for “CAF in ac-tion” training (delivered by an EIPA expert), then a day for sharing experience and good practices (also sharing on pit falls and mis-takes in the primary stages of implementa-tion) ▪ the second is in Kyrgyzstan, which will focus on civil servants from Central Asia and also delivered by an EIPA expert) ▪ the third is participation in the CAF external evaluation training, which will take place in the EIPA CAF Resource Centre (Maastricht, Netherlands);

3) Participation in two CAF related confer-ences: ▪ first is the 9th Slovene national quality conference “Good Practices in Slo-vene Public Administration”, which will be held on 21st October 2009 in Brdo, Slovenia ▪ and the second is a conference in the city of Ivanovo, Russia, involving the presenta-tion of the MCA’s final results and the “CAF good practice book”. This conference will also include a round table discussion on project outcomes, dissemination of knowl-edge and further development.

IQUAL starts in Riga First CAF training within the IQUAL frame-

work was organized by the Department of Fi-nance and Development of the Latvian Ministry of Welfare, and it took place in Riga, Latvia on 22–24 September, 2009. Training was deliv-ered by Patrick Staes (EIPA expert).

This training event was expected to provide a more in-depth analysis of different aspects of CAF deployment, including: � Total quality management and the CAF

2006 Model; � The process of self-assessment with CAF; � Involvement of management and staff in the

self-assessment project; � The CAF as a driving force behind organisa-

tional change; � Experiences with the CAF – best practice

for Public Administration; � Development of action and improvement

plans, and methods for prioritizing improve-ment actions;

� Communication strategy for the CAF model; � Develop a quality strategy for an organisa-

tion using the CAF model; � CAF E-tools; � CAF networking and bench-learning oppor-

tunities. In addition to the training program a practi-

cal study visit to national CAF users (the Cen-tral Bank of Latvia, the Ministry of Finance and Ministry of Welfare) for sharing practices and changing experiences was successfully con-cluded.

The working languages of the training were English and Russian.

IQUAL coordinator in Latvia is Ms. Ilze

Kurme, Ministry of Welfare, Department of Fi-nance and Development

Contact information: e-mail: [email protected], telephone: +371 67021697

Russia Latvia Slovenia

Kyrgyzstan Kazakhstan

Page 2: IQUAL NewsLetters

RCPAR The Regional Centre for Public Admini-

stration Reform (RCPAR) is a five-year (2008-2013) regional project launched by the United Nations Development Pro-gramme, Bratislava Regional Centre and it is primarily financed by the Hellenic Gov-ernment. Through multi-country initiatives generated by network members and imple-mented in cooperation with UNDP Country Offices, the project aims at facilitating pro-fessional networking and cooperation be-tween the countries in the region of Central and Eastern Europe and the Common-wealth of Independent States. RCPAR fo-cuses on strengthening capacities in 4 broad thematic areas: � policy-making and coordination; � improving public finance management; � enhancing organization and staffing in � the public sector; � promoting public service delivery.

The network is one of the cornerstones of

RCPAR’s mandate and it consists of practi-tioners (senior civil servants), academics and other experts from the countries in the region. A systematic effort to expand the network is ongoing. In each country, the aim is to include a National Coordinator, nor-mally from a government institution respon-sible for coordination of the national public administration reform efforts; and a set of thematic Focal Points in each of the the-matic areas. Although there is an emphasis on government entities, non-governmental organizations and academic institutions are also represented by Focal Points.

Through its philosophy, design and op-

erational mechanisms, the project offers sig-nificant opportunities for countries in the re-gion to engage in the formulation and im-plementation of multi-country initiatives funded by the Regional Centre. Network members are actively encouraged to pro-pose ideas and develop proposals, involving a minimum of three countries in the region, within one of the thematic areas. The fund-ing available for each initiative is around US$100,000, and the Project aims at gen-erating at least six initiatives per year. Guidelines and application templates have been distributed widely in the network. They are also publicly available at www.rcpar.org

What is CAF? The Common Assessment Framework

(CAF) is a Total Quality Management (TQM) tool inspired by the Excellence Model of the European Foundation for Qual-ity Management (EFQM) and the model of the German University of Administrative Sciences in Speyer. It is based on the premise that excellent results in organisa-tional performance, citizens/customers, people and society are achieved through leadership driving strategy and planning, people, partnerships and resources and processes. It looks at the organization from different angles at the same time, the holis-tic approach of organisation performance analysis.

The CAF is a result of co-operation among the EU Ministers responsible for Public Administration. It is jointly developed under the aegis of the Innovative Public Services Group (IPSG), a working group of national experts set up by the Directors-General (DG) in order to promote ex-changes and cooperation in sharing innova-tive ways of modernizing government and public service delivery in the EU Member States.

A database on CAF applications is being further developed at the European Institute of Public Administration (EIPA), allowing for the integration of good practices in public administration all over Europe and probably beyond. A CAF e-tool will soon be available for the CAF community. The CAF website gives all available information on the Euro-

pean level. The model is now translated in 19 languages. However, on the national level, many countries have developed CAF support structures including training, bro-chures, e-tools, CAF users' events and data bases. All these activities assure that the target of 2000 registered CAF users in 2010 will be met.

Context of the CAF The CAF is an easy-to-use, free tool to

assist public-sector organisations across Europe in using quality management tech-niques to improve performance. The CAF provides a self-assessment framework which is conceptually similar to the major Total Quality models, in particular the Excel-lence Model of the European Foundation for Quality Management (EFQM), but which is especially designed for public-sector or-ganisations, taking into account their char-acteristics.

The CAF has four main purposes: 1) To introduce public administrations to the

principles of TQM and gradually guide them, through the use and understanding of self-assessment, from the current "Plan-Do" sequence of activities to a full fledged "Plan-Do-Check-Act (PCDA)" cy-cle;

2) To facilitate the self-assessment of a public organisation in order to arrive at a diagnosis and improvement actions;

3) To act as a bridge across the various models used in quality management;

4) To facilitate bench-learning between pub-lic sector organisations.

Target Organisations The CAF has been designed for use in all

parts of the public sector at the na-tional/federal, regional and local level. It may also be used under a wide variety of circumstances, e.g. as part of a systematic programme of reform, or as a basis for tar-getting improvement efforts in specific pub-lic service organisations. In some cases, and especially in very large organisations, a self-assessment may also be undertaken in part of an organisation, e.g. in a selected section or department.

Main characteristics

Using the CAF provides an organisation with a powerful framework to initiate a proc-ess of continuous improvement including: � an assessment based on evidence,

against a set of criteria which has be-come widely accepted across the public sector in Europe;

� opportunities to identify progress and out-standing levels of achievement;

� a means to achieve consistency of direc-tion and consensus on what needs to be done to improve an organisation;

� a link between the different results to be achieved and supportive practices or en-ablers;

� a means to create enthusiasm among employees by involving them in the im-provement process;

� opportunities to promote and share good � practice within different areas of an or-

ganisation and with other organisations; � a means to integrate various quality ini-

tiatives into normal business operations; � a means of measuring progress overtime

through periodic self-assessment.

Contacts EIPA CAF Resource Centre

P.O. Box 1229, 6201 BE Maastricht (NL) Tel.: + 31-43 3296 328/317

Fax: + 31-43 3296 296 E-mail: [email protected] Web: www.eipa.eu

CAF Publications

Introducing quality management in Russian public administrations: transfer of European good practice through Poland

Author: Dmitry Maslov Paper analyses the current situation with re-

gard to effectiveness and quality in the Russian public administration and summarizes the Euro-pean experience in this area (focusing on the Polish case), in particular the activities related to the Common Assessment Framework (CAF). A section is devoted to the EPUS (Effective Pub-lic Service) system which is an adopted version of the CAF model with methodology for integrating quality management principles into the public administration practice in the Russian Federation

Good Practices in Slovene Public Administra-

tion 2008 Conference Proceedings, papers and practical

cases on implementing quality management models in public management practice

Issue 1 ▪ September 2009

Russia Latvia Slovenia

Kyrgyzstan Kazakhstan

Page 3: IQUAL NewsLetters

Issue 2 ▪ October 2009

CONTACTS:

UNDP Regional Centre for Public Administration Reform

(RCPAR) 8, Patriarchou Ioakim str.,

106 74 Athens, Greece Tel: + 30 210 7245001 Fax: + 30 210 7245042

Panos Liverakos, RCPAR Team Leader

e-mail: [email protected] www.rcpar.org

IQUAL Initiator/Coordinator, Scientific Centre for Benchmarking

and Excellence Ivanovo State Power University

34 Rabfakovskaya str., 150003 Ivanovo, Russia

Tel/Fax: + 7 4932 413773 Dmitry Maslov,

Director of SCBE/ISPU e-mail: [email protected]

http://benchmarking.economic.ispu.ru

IQUAL started in Riga

“CAF Model in action” became the first IQUAL event. Training was organized by the Department of Finance and Devel-opment of the Ministry of Welfare of Lat-via and took place in Riga on 22–24 Sep-tember, 2009. Training was be given by leader of EIPA CAF Resource centre, seconded national expert Mr. Patrick Staes.

More than 20 experts and civil ser-vants took part in CAF training.

Participants represented various Public Sector organisations from 4 countries. Kyrgyzstan: Organization work and policy state management Department of the Administration of the Presi-dent of the Kyrgyzstan; Slovenia: Ministry of Public Administration, Administrative Unit Jesen-ice, Police Directorate Maribor; Russian Federation: Government of Ivanovo Region, Regional Chamber of Accounts, Centre for Benchmarking and Excellence of Ivanovo State Power Uni-versity, North-West Academy of State Service. Latvia: State Chancellery, State Police, Bank of Latvia, Ministry of Welfare, Ministry of Finance, Ministry of Economic, Ministry of Justice.

ECUR Effective CAF User Recognition

In the end of the seminar Patrick

Staers presented newly developed “Effective CAF User Recognition” scheme (ECUR) which is under dis-cussion now. The purpose of ECUR is external feedback to CAF users.

22 September - ▪ General overview of the CAF, criteria and sub-criteria

▪ Self-assessment with CAF and the scoring system

▪ The process of self assessment

▪ CAF movie: The CAF – A European effort towards continu-ous improvement in the public sector

23 September - ▪ Case study, Identify criteria and sub criteria, propose an

action to improve the management in the field of each sub-criterion and draft a prioritised action plan: discussion in small groups, presentation of the exercise in plenary ses-sion

▪ Prioritise improvement actions: discussions in small groups, presentation of the results in plenary session

24 September - ▪ CAF project in Bank of Latvia

▪ Self-assessment in the Ministry of Finance

▪ Alternative Use of CAF model in Management Audit in the

Ministry of Welfare

Main benefits for CAF users is not looking for actual proven results of the improvement action but checking if changes is taking place in holistic framework.

The 7 principles of the ECUR as approved by the DG’s: 1) ECUR is a common European framework, to be implemented according to the national con-

text on voluntary basis. 2) ECUR promotes feedback of the implementation of CAF and its effects on the organisation 3) This feedback is given by external experts / or peers. 4) ECUR leads to the label of Effective CAF Users (ECU) for 2 years, not recognition of accredi-

tation of an excellent organisation. 5) ECUR is built on 3 pillars: ■ the process of self-assessment (not the scores); ■ the process of

improvement actions (not the proven results of actions); ■ the TQM maturity of the organisa-tion (the broader scope of excellence).

For more information contact CAF Resource centre at EIPA:

Patrick Staes, Nick Thijs, Ann Stoffels and Lena Heidler

Tel.: +31-43 3296 328/317, Fax: +31-43 3296 296,

E-mail: [email protected] Web: www.eipa.eu

6) The decision and responsibility for implement-ing the ECUR on the national level belongs to each MS. The national CAF correspondents are invited to corporate with the CAF RC and national EFQM contacts if needed.

7) The CAF expert group will continue to develop the ECUR in close cooperation with EFQM, announce ECUR at the 5QC and launch it at the 4th European CAF Event.

Russia Latvia Slovenia

Kyrgyzstan Kazakhstan

Page 4: IQUAL NewsLetters

GOOD PRACTICES IN SLOVENE PUBLIC ADMINISTRATION 2009

IQUAL partners will participate in the ninth

Slovene national quality conference Good Practices in Slovene Public Administration 2009 which will be held on 21st October 2009 at the Brdo Congress Centre.

Several distinguished speakers will partici-pate at the conference. The whole conference programme will be interpreted from Slovene to English and vice versa, also Conference Pro-ceedings will be published in Slovene and English language.

Conference Programme

Opening Session The conference will be opened by Minister

of Public Administration Mrs Irma Pavlinič Krebs.

Mrs Pavlinič Krebs will award the national "Good Practice" Prize to three public admini-stration organizations.

Address speeches will be given by distin-guished representatives.

Round Table Session

Different approaches to improving quality of public services in different sectors will be pre-sented by representatives and experts of re-pute, from Slovenia and abroad.

Session will be moderated by Dr Gordana Žurga, leader of the Quality Committee at the Ministry of Public Administration.

Good Practices Session

The three awarded good practices will be presented: � Application for Damage Assessment on Ag-

ricultural Products and Objects – AJDA (Ministry of Defence, Administration of the Republic of Slovenia for Civil Protection and Disaster Relief);

� Change Management in Administrative Unit Novo mesto (Administrative Unit Novo mesto);

� Nature Conservation Atlas (Institute of the Republic of Slovenia for Nature Conserva-tion).

For more information please visit webpage

of the Ministry of Public Administration of Slo-venia or contact [email protected]

CAF project in Bank of Latvia by Lolita Ručevska, Manager of Strategic

management process of the Bank of Latvia

Why switch from ISO ▪ No challenge fro improvement (constant

compliance with ISO requirements, no audit findings, no reason to improve)

▪ Not very successful ISO implementation project:

- procedure maintains seen as obstacle (some procedures duplicate regulatory documents); - not all processes identified; - weakly developed KPI system.

Why switch to CAF ▪ Clear documented view on strength and

weakness: - evidence of each criteria; - enlargement of KPI set (not only for processes but also for relations with cus-tomer/stakeholders) – shows results.

▪ Continuous improvement possibilities: - planning after each assessment; - benchmarking possibility.

▪ For public administration sector. Difficulties

▪ No clear understanding of what evidence to show under some criteria:

- learned – examples in the CAF book are only examples, no need to find evi-dence funder each a., b., c. … (but they help to understand better what is meant under each subcritera).

▪ Some criteria seem not to be attributed to central bank business:

- learned – do not score them. ▪ Identifying lacking indicators:

- output/outcome – have not used these terms widely enough yet; - efficiency and effectiveness.

▪ Knowledge of best practice needed to iden-tify strength and weakness.

▪ Courage needed to unclose weaknesses (take of rosy glasses) Where we see benefit

▪ Regular self-assessment allows to look at ourselves through internationally accepted model and through best practice prism.

▪ Regular improvement planning and imple-mentation in addition to yearly planning cy-cle based on yearly results.

▪ Possibility to compare results with others.

Self-assessment in the Ministry of Finance by Anda Krauze, Deputy Director of the

Strategic Planning and Department of the Ministry of Finance of Latvia

Self-assessment process was performed:

▪ based on decision taken by top-management in order to implement quality management system accordingly to CAF model;

▪ using SA as an instrument that helps to modernize and develop operations of the MoF;

▪ in order to ensure effective spending of re-sources of Ministry of Finance.

CAF Publications

4th QC “The Citizen at the Heart of Euro-pean Quality”. 27-29 September 2006, Tam-pere, Finland Best practice book

5th QC “Building Sustainable Quality”. 20-22 October 2008, Paris, France Best practice cases

All best practices from past Quality Con-ferences for Public Administration in the EU on-line

Elke Löffler, Mirko Vintar Improving the quality of East and West European public services - Business & Economics, 2004

IQUAL PRESENTATION OF CAF PRACTICE IN LATVIA

Decision of top management on necessity to implement CAF model

1. Establishing self-assessment working groups

2. Organising CAF training seminar and learning

3. Preparing self-assessment form

Are employees ready for performing self-assessment?

4. Performing self-assessment (filling in self-assessment from)

Is it possible to agree on evaluation scores of the examples, criteria

and dimensions?

5. Identifying strength and improvement areas

6. Preparing, implementing and monitoring improvement plan

Improvement plan implemented, next self-assessment planed

Yes

Yes

No

No

Alternative Use of CAF model in Management Audit in the Ministry of Welfare by Aija Rieba, Director of the Internal Audit Department

Issue 2 ▪ October 2009

Why and how CAF was used in manage-ment audit ▪ CAF is such a comprehensive to show all

the aspects of governance areas; ▪ As a base for further usage of CAF (result of

this management audit is a document for self assessment ministry will provide);

▪ In this management audit both, the CAF and risk maturity model was integrated (see schema). Results

▪ Identified most crucial areas needed in deeper analyze (indicator / evidence level);

▪ Recommendations (prioritized); ▪ Conclusions on differences in evaluation of

current situation (employees and experts);

HR

Strategic management

Continuity

Resource

s

Quality

Processes

ChangesRisk

management

HR

Strategic management

Continuity

Resource

s

Quality

Processes

ChangesRisk

management

▪ Risk maturity on the same methodology – Ministry of Welfare in comparison with Rural Support Service.

Russia Latvia Slovenia

Kyrgyzstan Kazakhstan

Page 5: IQUAL NewsLetters

Russia Latvia Slovenia Kyrgyzstan Kazakhstan Issue 3 ▪ November 2009

IQUAL comes to Slovenia

Next event of RCPAR multi-country activity IQUAL took place in Slovenia, where 15 delegates form Kyrgyzstan, Kazakhstan, Latvia and Russian Federation spent four days sharing learning with Slovene CAF practitioners.

Kyrgyzstan was represented by the Organization work and policy state man-agement Department of the Administra-tion of the President of the Kyrgyz Re-public and the Office of Prime-Minister of the Kyrgyz Republic; Kazakhstan – by the Agency for Civil Service Affairs of the Republic of Kazakhstan and JSC "Na-tional Centre for Civil Service Personnel Management"; Russian Federation – by the Centre for Benchmarking and Excel-lence of Ivanovo State Power University, Expert Council under the Government of Ivanovo oblast on effectiveness assess-ment of Municipalities and Administrative region Rrodniki; Latvia – by the Ministry of Welfare, the Ministry of Finance and Bank of Latvia; and Slovenia – by the Ministry of Public Administration, the Ad-ministrative Unit Jesenice and the Police Directorate of Maribor.

Agenda of IQUAL event in Slovenia: 19 October - Meeting and CAF presentation in the Ministry

of Public Administration, Ljubljana Study visit to the Police Directorate in Maribor

20 October - Study visit to the Administrative Unit Jesenice

21 October - Participation at the Ninth Slovene National

Quality Conference “Good Practices in Slovene Public Administration 2009”, in Brdo

22 October - Free discussion and communication during a

joint self-organised event

CAF in Public Administration of the Republic of Slovenia

Dr. Gordana Žurga, Secretary of the Ministry of Public Administration, National CAF corre-spondent in Slovenia, presented to IQUAL partners milestones of Quality movement in the Slo-vene Public Administration, and the role of CAF model during the last years of PA reforms.

CAF was extensively introduced in Slovenia in 2002; in the beginning of 2003, the Slovene translation of the CAF guide was published. Since then, usage of the CAF has been increasing continuously since the CAF was defined as a strategic choice in Slovenian public administration modernisation. CAF is incorporated in different strategic documents and/or initiatives. In the Further Development Strategy of the Slovenian Public Sector 2003–2005, the CAF was in-cluded in the first of seven priority tasks in the area of Quality management within administration and orientation of public administration towards users. In Slovenia’s Development Strategy (2005), in the action plan for 2005 and 2006 under the third development priority In an efficient and less costly state, the CAF was proposed along with the EFQM model as a tool for system-atically raising the quality of public administration services.

Furthermore, the Reform Programme for Achieving the Lisbon Strategy Goals (2005) states: “Slovenia wants to achieve growth in institutional competitiveness by introducing business ex

CONTACTS:

UNDP Regional Centre for Public Administration Reform

(RCPAR) 8, Patriarchou Ioakim str.,

106 74 Athens, Greece Tel: + 30 210 7245001 Fax: + 30 210 7245042

Panos Liverakos, RCPAR Team Leader

e-mail: [email protected] www.rcpar.org

IQUAL Initiator/Coordinator, Scientific Centre for Benchmarking

and Excellence Ivanovo State Power University

34 Rabfakovskaya str., 150003 Ivanovo, Russia

Tel/Fax: + 7 4932 413773 Dmitry Maslov,

Director of SCBE/ISPU e-mail: [email protected]

http://benchmarking.economic.ispu.ru

-cellence in public administration. The objectives we wish to achieve are the introduction of a strategic planning system as a basic management tool in pub-lic administration, the introduction of management tools and the application of the Common Assessment Framework (CAF) and inclusion in the European Ex-cellence Model (EFQM). The measures for the achievement of these objectives are: (i) adoption of regulations for quality assessment and strategic planning (2006/2007); (ii) building support (methodo-logical support and information support) for the stra-tegic planning system (2006/2008); (iii) management education and training.”

Page 6: IQUAL NewsLetters

Russia Latvia Slovenia Kyrgyzstan Kazakhstan

CAF GOOD PRACTICE FROM SLOVENIA

CAF in the Administrative Unit Jesenice by Alenka Burnik, Head of Administrative Unit Jesenice

Issue 3 ▪ November 2009

9th National Quality Conference “GOOD PRACTICES IN SLOVENE PUBLIC ADMINISTRATION 2009”

IQUAL partners took part in the ninth Slovene National Quality Conference “Good Practices in Slovene Public Administration 2009 which was held on 21st October 2009 at the Brdo Congress Centre. The Conference was chaired by Dr Gor-dana Žurga, leader of the Quality Committee at the Ministry of Public Administration and IQUAL coordinator in Slovenia.

Within the Conference three national “Good Practice” Prizes went to ▪ the Administration of the Republic of Slovenia

for Civil Protection and Disaster Relief within the Ministry of Defence for the “Application for Damage Assessment on Agricultural Products and Objects - AJDA” solution;

▪ the Administrative Unit Novo mesto for the “Change Management in Administrative Unit Novo mesto” solution;

▪ the Institute of the Republic of Slovenia for Na-ture Conservation for the “Nature Conservation Atlas” solution. During the morning session the participants

were also addressed by the Minister for Public Administration of the Republic of Kosovo, Dr Arsim Bajrami, the President of the Slovenian Academy of Sciences and Arts, Academic Prof Dr Jože Trontelj, Dr Gordana Žurga and Prof Dr Lučka Kajfež Bogataj.

During the second part of the Conference, which was moderated by Dr Gordana Žurga, Leader of the Quality Committee at the Ministry of Public Administration, presentations were deliv-ered by Dr Ivan Eržen, State Secretary at the Min-istry of Health, Miran Falež, dr. med. spec., Mirko Ploj from the Maribor Police Directorate, Domi-nique Lapierre, French Embassy in Slovenia, Dr Dmitry Maslov, Scientific Centre for Bench-marking and Excellence of Ivanovo State power University (Ivanovo, Russia), Ana Jakšič, Admini-stration of the Republic of Slovenia for Civil Pro-tection and Disaster Relief, Jože Preskar, Admin-istrative Unit Novo mesto and Martina Kačičnik Jančar, M.Sc., Institute of the Republic of Slovenia for Nature Conservation.

Within the scope of the discussion, the partici-pants asked several questions relating to quality in public administration, to which the representatives provided answers and offered their points of view.

By implementation of a quality system, the Jesenice Administrative Unit has mastered an effective tool for continuous training and improvement. The implementation of the CAF model has played an important role as well since it has helped build new relations among employees. The participation of the assessment team creates new initiatives and makes participation in man-agement, exchange of experience and closer collaboration possible. Conse-quently, implementation of the CAF model is an important tool for creation of cohesion and motivation of innovativeness among employees of the Jesen-ice Administrative Unit.

Examples of improvements in-troduced in compliance with CAF criteria:

CAF Publications

▪ Criterion 1 - Leadership:- revised mission statement; - drawing up of a Business Plan that includes plans by departments, a personnel and training plan, a purchases and investment plan, a quality plan, a safety and health at work plan and a financial plan; - arranging substitutes for employees, delegation and granting of authority; - implementation of a system of initiatives for im-provement.

▪ Criterion 3 - People:

Minister of Public Administration, Irma Pavlinič Krebs: “Quality of public services is in times of crisis an objective that we should not and do not intend to waive” - regular informing of employees – publication on

an electronic bulletin board; - stronger involvement of employees in drawing up a business plan, internal audits and various projects, as self-assessors of the CAF model; - an agreed and well-established method of satisfying individual requirements and needs of em-ployees such as birthdays, jubilees, deaths of close relatives, social problems, etc.

▪ Criterion 8 - Society Results: - regular information for customers, electronic and classical bulletin boards. Preparation of rules for public relations and monitoring and analysis of the presence in media; - waste management and environment conservation measures: paper, batteries, toners.

Quality Approaches, Tools and Time Dynamics in PD Maribor ▪ Year 2003: self-assessment by means of CAF model (PD manage-

ment). ▪ Year 2004: self-assessment by means of CAF model (entire PD),

participation in PRSPO pilot project – public sector, self-assessment by means of EFQM model and RADAR matrix.

▪ Year 2005: development and introduction of own methodology for assessing the achievement of priority goals of the PD.

▪ Year 2006: self-assessment by means of EFQM model and RADAR matrix, participation at the National Quality Award (PRSPO) competi-tion – 2006 in the Public Sector category, inclusion and active par-ticipation in international project: EFQM Police Forces Community of Practice.

The key drivers of CAF deployment

Quality Management in Public Administrations of the EU Member States: comparative analysis / edited by Dr. Gordana Žurga. - Ljubljana, October 2008.

In February 2008, during its presidency of the Council of the EU, Slovenia started the extensive project of a comparative analysis of quality man-agement in Public Administrations of the EU Member States, in order to capture the latest de-velopments and the state of quality management in the EU. The report gathers contribution of IPSG members on quality management elements in their countries, as well as an analysis of the trends within Public Administrations in the EU.

Proceedings of Slovene National Quality Con-ferences “Good practice in Public Administration” 2007, 2008

Summary of past endeavours to ensure the quality and excellence in public administration in Slovenia in Excellence in Slovene Public Admini-str tiona / Editors: P. Kovač and B. Grošelj.

CAF Newsletters, EIPA CAF Resource Centre

IQUAL page at the RCPAR web-site is here

▪ Motivating employees and including them in the planning and achievement of priorities of PD.

▪ Establishing a partnership with citizens and local communities and looking for ways to solve safety-related problems together.

Development Quality Management in Maribor Police Directorate from CAF to…(morrow)by Franc Virtic, Head of Local Police

What you may consider avoiding using CAF▪ Involving too many people in the self-

assessment process (this can prove a bor-den);

▪ Introduce people gently at their own time and place;

▪ Using jargon – the “KISS” theory; ▪ Too many theory – only the “change man-

agers” need to know theory inside out; ▪ Too much, too soon – bite sized chunks

please… ▪ The Quality Manager Syndrome – remember

that we are all working for Police Service.

Page 7: IQUAL NewsLetters

CONTACTS:

UNDP Regional Centre for Public Administration Reform

(RCPAR) 8, Patriarchou Ioakim str., 106 74 Athens, Greece Tel: + 30 210 7245001 Fax: + 30 210 7245042

Panos Liverakos, RCPAR Team Leader

e-mail: [email protected] www.rcpar.org

IQUAL Initiator/Coordinator, Scientific Centre for Benchmarking

and Excellence Ivanovo State Power University

34 Rabfakovskaya str., 150003 Ivanovo, Russia

Tel/Fax: + 7 4932 413773 Dmitry Maslov,

Director of SCBE/ISPU e-mail: [email protected]

http://benchmarking.economic.ispu.ru

Maxim Polyakov: IQUAL works

The Common Assessment Framework came to Russia through our region. In 2006 the concept of Effectiveness As-sessment Systems for Public Administra-tions “Effective Public Service” (EPUS)

was developed in Ivanovo. EPUS adjusted the CAF model to the specific Russian context and legislation. We introduced EPUS in some governmental bodies. To be more effective in CAF deployment, we are actively participating in the multi-country activity “IQUAL”, supported by the UNDP Regional Centre for Public Administration Reform. After the first two events in Latvia and Slovenia, our delegates lanched self-assessment projects in their organisations and you will find in-formation about it in this issue of Newsletter. I believe that our

The Scientific Centre for Benchmarking and Excellence of Ivanovo State Power University and the Chamber of Accounts of Ivanovo Region were officially registered as CAF users by the EIPA CAF Re-source Centre in November 2009.

These two organisations became the first Russian representatives in the CAF Users’ Database. Ivanovo State Power University has rich experience in quality management, underscored by the EFQM Committed to Excellence Certificate issued in 2008. The Chamber of Accounts is a beginner and has just been acquainted with quality management and excellence models. Both organisations are collabo-rating to move forward together.

CAF practice should be replicated in other state bodies and regions. According to the IQUAL events schedule, we plan to organize an international quality confer-

ence where European best practice and our achievements will be presented. We will be glad to welcome you to Ivanovo in the end of April 2010.

CAF in the Chamber of Accounts of Ivanovo Region, Russia

Self-assessment against CAF criteria is considered a new wave of thinking and managing public organisations. Albert Korolenko, a member of regional Chamber of Accounts, brought this fresh approach to his colleagues following the first IQUAL training in Riga: “It was really exiting and challenging for our or-ganisation to take a seat at the table and just discuss the way we use to work. Of course we have talked about work to each other every day, but we have never done it in such an open, systematic and comprehensive form. Each member of self-assessment team analyses one of nine CAF criteria and reports on it to others at the SA meeting, pointing out strengths, areas to improve and actions to be taken. It provides a start for discussion. We have many dif-

ferent points of view, but in the end we have to come to an agreement and write down our decision on paper. And this document is even stronger than an order because it is a joint product, everyone has contributed to it”.

Issue 4 ▪ December 2009

Russia Latvia Slovenia Kyrgyzstan Kazakhstan

Labelling effective CAF users

The most quality management tools have recognition schemes to evaluate assessments that have taken place in an organisation. Up to now, CAF did not have such a system. Within the CAF ex-pert group, a number of volunteers - Belgium, Denmark, Italy, Slo-venia, EFQM and the CAF Resource Centre in EIPA - have crossed the Rubicon and paved the road for the implementation of CAF External Feedback. More information in a Special issue of CAF Newsletter 2009/3: The CAF External Feedback.

EIPA will offer training of External Feedback for potential CAF Feedback Actors in March and April 2010.

Page 8: IQUAL NewsLetters

Issue 4 ▪ December 2009

Russia Latvia Slovenia Kyrgyzstan Kazakhstan

IQUAL Virtual Roundtable

One more IQUAL initiative was launched in the UNDP RCPAR Workspace. It is the Virtual Roundtable “Public Management vs. Quality Management”.

We ask you to provide your comments on the following five questions. If you are a member of the RCPAR network, post your comments directly in the online workspace discussion. Otherwise, send your comments by e-mail to Dmitry Maslov, [email protected], Roundtable moderator.

Q.1. What are key tendencies in field of

quality improvement in Public Administra-tion (PA) in your country and who is a driv-ing force of Quality Movement in your PAs?

Q.2. Are there correlations between terms "Efficiency/Effectiveness" of Public Administration and "Quality" of Public Ser-vices in your national legal framework and measurement/accreditation system?

Q.3. Do you think that PAs in your coun-tries are ready to deploy Quality Manage-ment (QM), and what are most important barriers for your PA officials and practitio-ners in QM deployment? (the question is mostly for representatives of CIS countries)

Q.4. Do you think that the EU policy (and national policies of European countries) in the field of PA reform pays enough attention to Quality issues, and how your Govern-ment supports initiatives of QM deployment in Public Administration? (the question is mostly for representatives of CEE countries)

Q.5. How do you evaluate the future of Quality Management for Public Manage-ment, and what Quality Management tools / models / approaches do you consider to be more reasonable and appropriate for use in Public Management Practice?

Plios on the Volga River is the smallest historic town of the Russian Golden Ring. Since XIX century Plios became very popular among Russian intelligentsia, who used to live in Chekhov-style dachas (cottages) in inimitable rural atmosphere of relaxed but sophisticated country living. In 2010 Plios celebrates its 600-year

anniversary. Modern Plios is a point of interest for tour-ists and investors from the whole Russia and abroad. The Head of Plios Municipality Vladimir Belyaev com-ments on CAF initiative with the following words: “We have to be of high European standards in public admini-stration and constantly improve quality of public services for our citizens/customers and other stakeholder. I do believe that CAF is the right thing for us”.

CAF Self-Assessment in Rodniki Municipal Region, Russiaby Alexander Pakholkov, Head of MR Rodniki

Last October I participated in the IQUAL study visit to Slovenia where I was ac-quainted with practical implementation of the CAF model. In particular I observed CAF self-assessment in action at the level of an administrative unit. Our meeting with my col-league Alenka Burnik, Head of Administrative Unit Jesenice, inspired me to try CAF me-

thodology in my municipal region of Rodniki. Despite the fact that we use internal performance measurement indicators set by Federal and Regional orders, CAF criteria are different because they help to in-crease the understanding links between results and decision making.

We have more than 100 municipal servants; therefore we decided to conduct a self-assessment survey using questionnaire for all staff. The detailed analysis will be done by a SA team which consists of 8 people from different functional areas, horizontal levels, sex and ages. The team is representative of the composition of our organization. Our self-assessment process will take 2 month. For members of the SA team, we have planned 3 days of lectures and trainings delivered by CAF experts from the ISPU Scientific Center for Benchmarking and Excellence. Another 3 days are planned for self-assessment meetings (3 criteria per day) and one day for prioritization and approval of the action plan. I do hope that I can present our results at the April IQUAL Conference in Russia.

A regional round table “Issues of effectiveness of management systems in state and local govern-ment” organised by the Club for Policy in Action “The 4th of November”, took place on 17 December in Ivanovo (Russia). Participants from various departments of the Government of Ivanovo oblast, deputies from Regional Parliament and local authorities, universities and NGOs discussed modern approaches to assessing efficiency and effectiveness of public management, improving quality of public services, innovative initiatives of Ivanovo oblast in this respect. First results of IQUAL project were reported by IQUAL delegates. The international CAF conference in April 2010 was announced.

CAF Self-Assessment in Plios Local Administration, Russia

CAF resources in Russian

MCA IQUAL as an enlightening initiative at the Russian Internet portal “Experts for Civil Society“ (4cs.ru)

Russian version of CAF brochure at the EIPA CAF Resource Centre web-site

Маслов Д.В., Короленко А.Ю., Смир-нов В.В. (монография, 2006) Система оценки эффективности деятельности ап-паратов органов государственной власти и местного самоуправления «Эффектив-ная публичная служба» (ЭПУС)

Маслов Д.В. Улучшение качества ме-неджмента в сфере государственного управления через применение модели CAF // International Magazine of Manage-ment (Узбекистан), №4, 2009

Поляков М.Б. Оценка эффективности. Сухие цифры отчета - против слов и обе-щаний // Власть. Ивановская область, №13, 2009

Маслов Д.В. Учимся управлять по CAF // Власть. Ивановская область, №13, 2009

Page 9: IQUAL NewsLetters

Issue 5 ▪ January-February 2010

CONTACTS:

UNDP Regional Centre for Public Administration Reform

(RCPAR) 8, Patriarchou Ioakim str.,

106 74 Athens, Greece Tel: + 30 210 7245001 Fax: + 30 210 7245042

Panos Liverakos, RCPAR Team Leader

e-mail: [email protected] www.rcpar.org

IQUAL Initiator/Coordinator, Scientific Centre for Benchmarking

and Excellence Ivanovo State Power University

34 Rabfakovskaya str., 150003 Ivanovo, Russia

Tel/Fax: + 7 4932 413773 Dmitry Maslov,

Director of SCBE/ISPU e-mail: [email protected]

http://benchmarking.economic.ispu.ru

IQUAL goes to Kyrgyzstan

The 3-day Common Assessment Frame-work (CAF) training took place as scheduled on 2, 3 and 4 February 2010 in Bishkek, Kyrgyzstan. The first two days were devoted to classroom training, whereas the third day included study visits to relevant institutions in the Kyrgyz administration.

The main purpose of the training was to enhance capacities of public servants from Central and Eastern Europe and Central Asia to deploy quality management tools in the public sector through better understand-ing of the CAF model. The target audience was quality- and change managers involved in introducing quality management techniques in the public sector.

There were 5 participants from the Russian Federation, Latvia, Slovenia and Kazakhstan, and 19 participants from Kyrgyzstan who represented Gov-ernment apparatus, State Personnel Service, State Registration Service, Ministry of Energy, Ministry of Transport and Communication, Ministry of Healthcare, Ministry of State Property, Ministry of Emergency, State Agency for Physical Exercise and Sport, National Agency for Self-Government, State Customer Service, Foundation of State Material Reserve, Academy of Public Administration under the President of Kyrgyz Republic.

The workshop was organized in close cooperation with the Government apparatus of the Kyrgyz Republic and the Anticorruption Business Council.

The training was delivered by Patrick Staes, seconded national expert and head of the CAF Resource Centre at the European Institute of Pub-lic Administration (EIPA), and Nick Thijs, Lecturer at EIPA.

The main themes of the seminar were: 1. Total quality management and the CAF 2006

Model; 2. The process of self-assessment with CAF; 3. Involvement of management and staff in the

self-assessment process;

AGENDA of CAF training in Bishkek: 2 February

Welcoming speeches: Oleg Tarbinsky, Deputy Head of the Government Apparatus of the Kyrgyz Republic, Nu-ripa Mukhanova, Secretary General of the Anti-Corruption Business Council, Dmitry Maslov, IQUAL Initia-tor/Coordinator, ISPU Scientific Centre for Benchmarking and Excellence, Russia, Panos Liverakos, Team Leader of UNDP/Regional Centre for Public Administration Reform, Athens, Greece, Patrick Staes, Seconded National Expert, Leader of the CAF Resource Centre, EIPA Presentation 1: General overview of the CAF, criteria and sub-criteria; Exercise 1: “Identify the sub criteria”: dis-

cussion in small, presentation of the results in plenary session and discussion Presentation 2: Self-assessment with CAF and the scoring system; Exercise 2: “Give a score”: discussion in small

groups, presentation of the results in plenary session and discussion Presentation 3: The process of self assessment; CAF movie: “The CAF – A European effort towards continuous

improvement in the public sector” 3 February

Exercise 3: Case study, Phase 1 “Identify criteria and sub-criteria”: discussion in small groups, presentation of the exercise in plenary session; Phase 2 “Identify strengths and areas of improvement regarding each sub-criterion and give a score to each sub-criterion”: discussion in small groups, presentation of the exercise in plenary session; Phase 3, “Propose an action to improve the management in the field of each sub-criterion and draft a prioritized action plan”: discussion in small groups, presentation of the exercise in plenary session

Presentation 4: Prioritize improvement actions; Exercise 4: “Prioritise improvement actions”: discussions in small groups, presentation of the results in plenary session and discussion, Conclusions, end of the training seminar

4 February Good practice visits to the government structures of Kyrgyzstan. Morning session: State Personnel Service; Afternoon session: State Registration Service

Russia Latvia Slovenia Kyrgyzstan Kazakhstan

4. CAF as a driving force behind organisa-tional change;

5. Experiences with CAF – best practice for public administration;

6. Development of action and improvement plans, and methods for prioritizing improvement actions;

7. Communication strategy for the CAF model;

8. Develop a quality strategy for an organi-sation using the CAF model;

9. CAF E-tools; 10. CAF networking and bench-learning op-

portunities.

Page 10: IQUAL NewsLetters

2-day CAF training for External Feedback Actors (EFACs)

in Maastricht, Netherlands

The Common Assessment Framework (CAF) train-ing for External Feedback Actors (EFACs) entitled "The CAF External Feedback and Label: Training on the Delivery of External Feedback" will take place in Maastricht, the Netherlands, on 1-2 March 2010 for 6 practitioners from Latvia, Russia and Slovenia.

The training will focus on the following issues: 1. Implementation of CAF through self-assessment

and evaluation of presence of TQM principles; 2. Provision of suggestion and feedback on the

process of CAF implementation; 3. Encouragement of holistic quality development

and self-assessment with the CAF Model. At the end of the training, the participants could

qualify for being selected as CAF Recognition Actors in their respective countries.

The training is organised by CAF Resource Centre of the European Institute of Public Administration (EI-PA).

CAF GOOD PRACTICE FROM KYRGYZSTAN

Issue 5 ▪ January-February 2010

Russia Latvia Slovenia Kyrgyzstan Kazakhstan

Visit to the State Personnel Service. The Deputy Director Altynbek Ergeshov and the Head of the Testing center Paiza Suiunbaeva present new testing system of civil servants

CAF-related resources

CAF Movie

Visit to the State Registration Service. The Deputy Director Bolot Junusov talks about new state policy of centralisation of all registration functions

Participants visit Department of citizens’ registration

“The Common Assessment Framework: a European effort towards continu-ous improvement in the public sector”

In this ½ hour movie, 7 organisations from 6 different European countries tell us how they started and implemented the quality approach with CAF, which improvements were put into place and how this was appreciated by both in-ternal and external users of their services.

Visit to Bishkek city Directorate of Land Management and Registration of Owner-ship Rights. Director of Department Bakytbek Dushembiev reports on how the use of electronic tools helped to reduce time of service delivery to customers

European Primer on Customer Satisfaction by

Patrick Staes & Nick Thijs, EIPA, EUPAN, 2008. This publication explains the relevance of cus-

tomer focus and the role(s) citizens/customers play in public sector management. It gives an overview of different methods and techniques around customer insight including examining the importance of customer needs, expectations and satisfaction.

CAF works - better service for the citizens by using CAF. Editors: Elisabeth Dearing, Patrick Staes, Thomas. 2005.

This publication offers interesting experiences and information for CAF users who are interested in bench learning and that it may also encourage those who still hesitate to use CAF to join the Eu-ropean community of CAF users.

KVIK – the Danish version of the CAF Model, KVIK is an obvious tool for organisations wanting to obtain an overall picture of their performance and to make their results visible within the organi-sat on and to the rest of society. 2006 i

Using the CAF model to improve public man-agement quality (Модель CAF для улучшения качества публичного менеджмента) by Dmitry Maslov // Государственная служба (State Ser-vice Journal), №6, 2009, P. 67-69. (article in Russian language).

State bodies of Kyrgyzstan decided to introduce international standards for evaluating civil service perform-ance. The purpose of a three-day seminar in Bishkek was to discuss this issue and study European ex-perience.

“The Common Assessment Framework model which is used in organizations funded by state and municipal budgets is taken as a basis,” says Nuripa Mukanova, the Secretary General of Anticorruption Business Council of Kyrgyzstan, which along with the Government of the Kyrgyz Republic and UNDP initiated this dialogue, “the given model created under the aegis of an innovation group set up by the Euro-pean Commission has been used in all EU countries since 2000. In some countries, the model has been adopted on the state level and is obligatory in various public in-stitutions.”

The group of specialists came to Bish-kek to share their experience – Panos Liv-erakos, Team Leader of UNDP Regional Centre of Public Administration Reform (Greece); Patrick Staes, Head of the CAF Resource Centre, European Institute of Public Administration (EIPA) (The Nether-lands); Gordana Zurga, Secretary of the Ministry of Public Administration (Slove-nia); Ilze Kurme, Quality Manager of the Ministry of Welfare (Latvia); Dmitriy Maslov, Director of Scientific Centre of Ivanovo State Power University, etc. The Kyrgyz side was represented by members of different ministries and agencies.

“Today, new countries are adopting the CAF principles,” said Panos Liverakos, “and our Project, developed by the UNDP, contributes into this process. The unique-ness of the RCPAR Project is that it does not dictate [what a country should do], but on the contrary, provides support on the is-sues that are urgent for a certain country [in the field of public administration re-form].”

So, what is the essence of innova-tions suggested unobtrusively by the Europeans? It is not only the achieve-ment of international standards in the civil service, but also the introduction of a system for states bodies to evaluate

International Standards Needed*by Eugeny Denisenko, photo Vladimir Pirogov, Evening Bishkek, №22, 8.02.2010

their own performance, and eventually, let the services be evaluated by the recipient of the services – the citizens. Attention is also paid to the development of self-evaluations schemes for senior officers and clerks.

“The experience we are talking about is relevant for the public admini-stration reform currently implemented in Kyrgyzstan,” says Bakytbek Ku-manov, Head of Department of Monitoring and Analysis of Administrative Reforms of the Kyrgyz Government Apparatus, “the transformations we have made until now were cosmetic only. The president has taken a sub-stantively new approach during the republican meeting on public admini-stration reform issues, held on October, 20 of 2009. Responsibility for pro-gramme implementation is imposed on the Government Apparatus. Em-phasis has shifted from the activity of state bodies to the final outcomes of their activity.”

Panos Liverakos: “You make a decision and we will support you” According to Bakytbek Kutmanov, in order to implement this task, the

Government is planning to create a detailed civil service register and de-velop their standards. Three categories of evaluation are considered: inter-nal (self-evaluation), external (by expert), and final (by people). To develop criteria, make connections between them or propose additions, and fur-thermore, explain these innovations to civil servants and whole society – these are tasks for the new department, established recently, in November 2009. The assistance of foreign specialists therefore comes at a good time.

How effective this initiative will be, taking into account the difference in mentality and traditions of Europeans and Kyrgyz, and even more impor-tant, the lasting power of the Kyrgyz bureaucratic machine? “If you embrace the CAF model, you will succeed in 2-3 years,” said Patrick Staes optimisti-cally, appealing to his listeners.

Unfortunately, these 2-3 years is a long time for us. Within this period, it is possible not only to develop a useful initiative, but also to destroy it hope-lessly. * original text of the article is in Russian, this is not official translation