CAF Practitioners Network_Kick-Off Meeting KDZ_12122022.pdf

EFACPractitionersNetwork

ExternalCAFFeedbackActors

Kick-OffMeeting,12.12.2022

ThomasProrok,PhilipParzer

Formorethan50years…

RESEARCH,CONSULTING,TRAININGforthePublicSector

“CAF is the European Guideline for better Quality and Governance in Public Administration.”

CAF-structureEurope

EIPA

European Institute of Public Administration

CAF Resource Centre

CAF National Correspondents Network

CAF Expert Group

CAF National Correspondent & CAF experts

Ministers

Directors General

Working Level

CAF

Ministries of Public Administration

EU Member States

EUPAN *) European Public Administration Network

European Commission Observer

Technical Terms:

ECU=EffectiveCAFUser

PEF=ProcedureforExternalFeedback

EFAC=ExternalFeedbackActor

Group of External Feedback Actors (EFAC)

CAF Resource Centre

CAF Antenna

CAF National Organiser (External Feedback PEF)

*) informal network of the DGs responsible for public administration in the Member States of EU, the EC and observer countries

▪ definesCAF-strategy

▪ overallresponsibility

▪ appointedCAFResourceCentre

▪ appointedPEFOrganiser

Tasks

Objectives–EFACPractitionersNetwork

▪ ExchangeofEFACspracticalexperiencesfromdifferent countries

▪ LearningfromgoodpracticesofProcedureofExternal Feedback(PEF)(e.g.onsitevisit,maturityevaluation)

▪ Settingthescenefor multicountry exchange and strengtheningtheEFACs (3 monthly, fast online session)

▪ Commonselectionofthetopics

▪ EveryEFACisinvitedtoactivelycontribute

▪ withgivinginsightsintotheirEFACpractice

▪ preparationofonetopicofinterestforthenextmeeting

WelcometotheEFACPractitionersNetwork!

MyNameis….?

WhatI‘m particularly lookingforward totoday?

Video–EffectiveCAFUser

BasicPoints

▪ ExternalFeedback

▪ ThroughCAF-Feedback-Experts(best,longestCAF-practitioners)–EFACs aspeers

▪ TheCAFlabelaccredits

▪ CorrectUseoftheCAF-Instrument

▪ Firsteffectivestepstoanexcellentorganisation(asdefinedbyQM)

▪ StandardizeduseoftheCAF-LabelinwholeEurope

▪ 3questionnaires–Self-assessment–ExternalAssessment

▪ CAF-Self-Assessment

▪ implementationoftheimprovementactions

▪ „Maturityoftheorganisation

▪ Validity:2years

ObjectivesofPEF

▪ IncreasetheimpactandqualityoftheCAFimplementation

▪ Supportandrenewenthusiasmintheorganisation

▪ FindoutifandtowhatextenttheorganisationisinstallingTQMvaluesastheresultoftheCAF

▪ Promotepeerreviewandbench-learning

▪ RewardorganisationsthatstartedtheCAFjourney

PEFProcedureinAustria

Topicoftoday!

„Experiences of KDZ with conducting of CAF Professional External Feedback Procedures.“

GroupofEFACsinAustria

▪ Poolof25QualityManagementExpertsfrom thepublicsector

▪ (municipality,stateandfederal administration,publiccompanies,NPOs)

▪ Admission:

▪ Provenexperienceinimplementingthe CAFandworkinginthefieldof organisationaldevelopment,HRM, controlling,qualitymanagement

▪ CertificationasEFAC

▪ ContinuousparticipationintheEFAC network

▪ CodeofConducttobesigned

▪ FeesforconductingthePEF

AddedValueofanEFACNetwork

▪ TwoEFACsmeetingsperyear

▪ Lessons-LearnedfromPEFprocedures conducted

▪ FeedbackLoopsforongoingPEFProcedures

▪ Furtherdevelopmentofcommonpracticesfor deliveringofPEFprocedures

▪ StandardsfortheworkofEFACs

▪ Internalrulesandprocedures

▪ CAFNews

▪ Platformforprofessionalandcontinuous exchangeonQualityManagementinthe PublicSector

PEFstandardsforevaluation

The PEF evaluation tool leads applicant organisation and EFACs through the whole PEF procedure.

StandardsforPEFevaluationprocedure

Standardrequirements-Agendaforthesitevisit:

Small organisation (unit) <50 employees

Duration of the site visit:

Agenda items:

1) Interview on the CAF project with top management, possibly to be attended by the quality officer(s).

2) Interview with management and the quality officer(s) - with focus on the CAF process as well as on the design, communication and implementation of improvements.

3) Interview with the CAF self-assessment team - with focus on the CAF process as well as on the design,communication and implementation of improvements.

4) Interview with representatives of 1 to 3 external stakeholders - with focus on selected TQM principles

5) Inspection of selected QM instruments:

Medium-sized organisation (unit)

Large organisation (unit) > 100 employees

50 to 100 employees

1 day 1 - 1.5 day/s 1.5 - 2 days

yes yes yes

yes yes yes

At least 50 % of members must be present

At least 50 % of members must be present

At least 75 % of members must be present

The EFAC may individually increase the percentage of members present - e.g. if the organisation has a diverse range of tasks.

At least 2 external stakeholders (one representative each)

At least 2 external stakeholders (one representative each)

At least 3 external stakeholders (one representative each)

In any case,the following stakeholders must be consulted: clients,partners,if possible also supervisors (higher-level bodies,political representatives,...). The EFAC may individually increase the number of interviewed stakeholder representatives by 1 to 2 representatives - e.g. if the organisation has a diverse range of tasks.

yes yes yes

The applying organisation is required to implement at least one QM tool per excellence principle (indicated by self-assessment in questionnaire 3),in order to reach the initiation level. EFAC only check the two selected excellence principles (by analysing documents and during the site visit). Feedback on the organisation's maturity in the CAF Feedback Report is also limited to the two selected excellence principles.

[No minimum standards (minimum instruments) are established.]

1. Leadership quality and objectives

2. Result Orientation

Vision, mission, strategy, values, objectives, leadership evaluation

Stakeholder analysis; objectives system / control system (on the level of processes or products, finances, employees, customers); Forms of involvement of employees, customers and interest groups in decision-making processes

3. Citizen or Customer Focus

Citizen and/or client surveys - results and acting on results (action plans etc.) ; complaints management system; access to information (folders, brochures, online, by phone); creating a common understanding among staff about clients' needs (workshops, training etc.) Forms of client involvement in decision-making and change processes

4. Management through processes and facts

Documentation of processes; staff knowledge of standard procedures; process indicators are collected; process changes are made in case of deviations

5. Staff development and involvement

Personnel development plans; training plans; training records; staff appraisals; staff surveys; staff involvement in strategy and planning; reward/motivation system

6. Learning organisation, continuous improvement and innovation

Internal suggestion scheme; benchlearning with other organisations, environment analyses; use of innovative methods; project management according to the PDCA cycle

7. Developing partnerships

Partnership agreements; system of active search for new partners (responsibilities); evaluation of partnerships

8. Social responsibility Impact measurements; projects with social added value

Guided tour of the organisation yes yes yes

Free tour through the organisation and interview with 2 to 6 employees (random unprepared selection by EFAC)

At least 2 employees At least 4 employees At least 6 employees

Final feedback by EFAC in any case to top management and quality officer(s) (as well as to CAF team and CAF Label team, if desired)

yes yes yes

ExperiencesandReflectionsonPEF–PillarI

Some critical points during PEF …

▪ Pillar 1

▪ ProjectManagementand responsibilitiessetup?

▪ Communicationplan?

▪ SelectionofCAFSelfAssessmentGroup?

▪ Presenceofallmembersof SAGduringCAFTrainingand Workshops?

▪ “Quality”ofSelf-Assessment?

Experiences

Some critical points during PEF …

▪ Pillar 2

▪ ActionPlanwithout priorities,responsibilities, timelineetc.…

▪ No“Ownership”…

▪ Monitoringofimprovement measures?

ExperiencesandReflectionsonPEF–PillarIII

Some critical points during PEF …

▪ Pillar 3

▪ ProofofCAF-ExcellenceStandard–BaselineforInitiation,Realisation andMaturityLevel?

▪ Whichorganisationalpractices supporttheCAF-Excellence Standard?

▪ Howstricttheassessmentshould be?

ExperiencesandReflectionsonPEF:On-Site-Visit

Some critical points during On-Site-Visit …

▪ Self-Assessment of Leadership / QM vs. External view

▪ Evidence, how the principles of excellence are anchored in the organisation (system, culture etc.)?

▪ How employees perceived the CAF implementation?

▪ How stakeholders pereceived the CAF implementation?

▪ Commitment to CAF on 1st management level

▪ How CAF is connected with the overall strategy

▪ Responsibility for CAF /QM named?

▪ Proof of Evidence

▪ Balance between interview setting and getting hardfacts captured

▪ EFAC Team

▪ Role clarity

Break-OutSession

➢ Whatarethestrengthsand challengesinconductingPEF proceduresinyourexperience?

➢ Whichchallengesandquestions youwouldliketodiscusswith yourcolleaguesinthenextEFAC NetworkMeetings?

Thank

Thomas

Thomas