CAF Result Criteria
CAF is the European Common Assessment Framework for better Quality and Governance in Public Administration. It is built on 9 criteria. The 4 result criteria assess the performance and impact of the organisation.
Citizen/Customer-oriented Results
6 1
Perception measurements through e g customer surveys: Results on the quality of products and services, external impact of the organization, citizen participation and transparency
6 2
7 1
7.2
Performance measures of e g , waiting and processing times, compliance with published performance standards, availability and accuracy of information, etc
People Results
Perception measurements through employee surveys, e g how is the image and the overall performance of the organization, regulation of internal communication, working atmosphere, career and competence development, knowledge management, etc
Performance measurements of employee-related internal indicators such as training and development, motivation, performance, ability to respond to customer needs
Social Responsibility Results
8 1
Perception measurements
Impact of the organization on the quality of life of customers/citizens through surveys, e g : economic development, sustainability, climate change, quality of democracy, etc
8.2
Performance measurements
Measurement of our social responsibility e g : Protection and preservation of resources, support of socially disadvantaged people, relationship with authorities, social groups or organizations, and exchange of knowledge with stakeholders.
Key Performance Results
9 1
External results: Results and benefits for society through e g
Benchmarking results Results of the implementation of administrative reforms Results of external controls and audits
9 2
Internal results: Efficiency level
Efficiency of the organization, e g in the use of resources, results of innovation processes, results of controls and audits, cost-effectiveness
