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5QC Update IPSG Meeting Ljubljana Feb 19, 2008

5QC Update IPSG Meeting Ljubljana Feb 19, 2008. 5QC Update - Agenda. Introduction BP workshops Provisional program Validation of materials Call for facilitators Critical friends process … Q/A Infoshops (cf manual) Stands exhibition (reservation of stands) Conference Program

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5QC Update IPSG Meeting Ljubljana Feb 19, 2008

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  1. 5QC UpdateIPSG Meeting Ljubljana Feb 19, 2008

  2. 5QC Update - Agenda Introduction • BP workshops • Provisional program • Validation of materials • Call for facilitators • Critical friends process … Q/A • Infoshops (cf manual) • Stands exhibition (reservation of stands) • Conference Program • Plenary sessions status • Agoras status • Internet Site • Scientific survey …Q/A

  3. BP Workshops Status • Nearly All BP are selected (still missing : Ireland, Slovak Republic) • Together : 54 cases • The scientific rapporteurs met on feb 5/6 • Provisional program • Provisional edition of a case tiltle

  4. Distribution of workshops in the subthemes

  5. BP Workshops : Publishing the program : Titles/60 words summaries validations • The scientific rapporteurs will, by february 22nd: • Write comments on the detailed (10 pages) descriptions • Edit the 60 words summaries in order to achieve an overall coherence on the program (website) • if needed , edit again the title • 5QC team will transmit to IPSG members by february 27 • IPSG members returns validation of titles and summaries by march 7 • 5QC team translates titles and summaries , for publication of the program online : first week of april

  6. BP Workshops : Putting materials online • IPSG members send by march 30 • The final version of the detailed (10 pages) description • The short (1 page) description (if not already sent) • The video (optional, 2 min max.) • In April : • 5QC team translates the detailed (10 p.) description • 5QC team put materials (video, detailed descriptions ) • Scientific Rapporteurs meet to review and proceed to a light edition of the short descriptions

  7. BP Workshops : preparing the presentations • Call for Facilitators • Task • Chairing the session • Questioning the presenters (to avoid clichés) • Establishing links and comparisons • Organising interaction with the audience • Preparation of the workshop ahead • 19 facilitators needed : volunteer now • Indicate 3 possible workshops to facilitate : april 1

  8. BP Workshops : Critical friends • Paired already establihed • Portugal – Spain • Belgium – Germany • Cyprus – Greece (TBC) • Other proposals : until march 7

  9. Infoshops Guidelines • Puropose of the infoshops : to focus in specific priorities areas of IPSG and EUPAN network • Sessions of 100 minutes • 4 sessions • Leadership • Demographic challenge • Customer management : a common european approach • Quality management in european PA

  10. Countries having reserved a stand : Ireland Finland Belgique Cyprus Bulgaria Austria Netherlands Greece Republic of Slovenia Portugal Romania Lithuania Pologne Germany United kingdom Estonia Organisations CAF Commission EIPA EFQM Does not want a stand Sweden Deadline for reserving a stand extended to February 25 Stands exhibition

  11. PROGRAMME OF THE CONFERENCE

  12. Monday 20 october 8:00 – 10:00 Registration 10:00 – 11:15 Welcome and introductionPlenary session 1 11:15 – 11:45 Break 11:45 – 12:45 Agoras #1 (x4) CAF Centre 12:45 – 14:15 Lunch 14:15 – 15:55 Best practice workshop #1 CAF Centre Infoshop 15:55 – 16:25 Break 16:25– 17:25 Plenary sessions 2 & 3 17:25 – 18:15 Stands CAF Centre 18:15 Welcome cocktail Programme – initial draft Tuesday 21 october 8:00 – 9:00 Registration (end) 9:00 –10:30 Plenary sessions 4 5 & 6 10:30– 11:00 Break 11:00 – 12:40 Best practice workshop #2 CAF Centre Infoshop 12:40 – 14:15 Lunch 14:15 – 15:15 Agoras #2 (x4) Centre CAF 15:15 – 15:45 Break 15:45 – 17:25 Best practice workshop #3 Centre CAF Infoshop 17:25 – 18:00 StandsCAF Centre 20:00 Dinner at the Louvre Museum Wednesday 22 october 9:00 –10:00Agoras#3 (x4) CAF Centre 10:00 – 10:30 Break 10:30 – 11:30Plenary sessions 7 & 8 11:30 – 11:45 Break 11:45 – 13:00 Plenary session 9 and Close (presentation of the scientific survey, scientific rapporteurs 5QC organisers & 6 QC) 13:00 Lunch & end

  13. Initial programme of the conference Sessions : continuity and innovation • Plenary sessions : 30 min11 (Including introduction and conclusion) • Presentations by keynote speakers • Including Q/A (gathered before and during the conference) • Agoras : 60 min12 organised in 3 sessions of 4 parallel Agoras • Debates between 2 to 4 experts and stakeholders on a given issue related to the themes of the conference • Chaired by an IPSG member and animated by a professional animator • Including Q/A (gathered before and during the agora) • Best practice workshops : 100 min Presentation 3 best practices per workshop, lasting 20 minutes each • In depth presentations, comparisons and discussion around how to re-use/transfer the best practices beyond their initial context. • Chaired by an IPSG member and animated by a facilitator • CAF Centre • Presentation of the latest updates on CAF • Presentation of CAF best practices • "consultations" by small groups focusing on operational questions • Infoshops • Sessions organised at the same time than best practice workshops • Sessions focused on priorities of Eupan Network • Several subjects for infoshop’s sessions: • Customer satisfaction management • Facing the demographic challenge • Quality management • Human resources • Stands • Country stands • Eupan stand • Theme stands • Institutional stands (European Commission, associations…)

  14. PLENARY SESSIONS

  15. Themes for the plenary sessions • There should be 9 plenary sessions, but also an introductive speech (by the Minister in charge of the Reform of the State), a closing speech, a presentation of the scientific survey and the report of the scientific rapporteurs • The themes of the plenary sessions are currently being defined and the keynote speakers are in the process of being chosen. • The plenary sessions should be translated into 5 languages (French, English, German, Italian and Spanish)

  16. Themes for the plenary sessions • 1. Testimony on quality steps and/or customer satisfaction in the field of Industry • Profile of the speaker: a chief executive officer • 2. The impact of mediation on the improvement of public decision (legislative, regulatory) and quality for citizen • Profile of the speaker: European or national Ombudsman • 3. How conciliate citizens’ expectations with the will to improve quality and economic requirements? How reform the administration? • Profile of the speaker: former minister or Prime minister • 4. What role can associations and lobbies play in improving quality at a European level? • Profile of the speaker: European commissioner • 5. How associate excluded citizens and how work with their representative? • Profile of the speaker: OCDE SG

  17. Themes for the plenary sessions • 6. How are the issues of sustainable development and the association of citizens to the management of public service: “co-production of sustainable development?” • Profile of the speaker: activist /opinion leader • 7 and 8. How insure that all the citizens’ needs are taken into account (participative democracy, geographical location of services)? • Profile of speakers (2) : elected official from an important european city • 9. Civil servants and their representatives as regards to quality of services • Profile of the speaker: a european trade union representative

  18. AGORAS

  19. Agoras status Confirmed , contacted, to be contacted • Is it possible to place the citizen at the heart of the conception of rules and regulations? • Ian Ascough (UK), Daniel Trnka (CZ), Elisabeth Hvas (DK) • Facilitator : Charles-Henri Montin (Commission) • Is deliberative democracy th solution to further integrate the citizen ? • Quin Brugué (ES), Christina Emmerich (DE), Luc Bouvet (FR) • Facilitator : Giovani Moro (IT) • Are the needs of the citizens well apprehended? • Alex Oliver (UK),Youth parliament of Oslo, Andrea Viero • Facilitator : Peter Humphreys (IR) • Are public services accesible to everyone? • Dr Gabriella Bilics (HU), Gerhard Nussbaum (AU), Representative of users • Faciltator : Panagiotis Passas

  20. Agoras status Confirmed , contacted, to be contacted • Are all citizens equal regarding public services ? • Gunta Anca (LV), DR Hans Siebers (NL), Andrea Deaconu (RO) • Facilitator : N • Is it possible to foster quality without staff engagement ? • Fabien Malleret (FR), Sylvia Horton (UK), a union activist • Facilitator : Elisabeth Dearing (AT) • NGOs : what role to play in the production of public services of good quality? • Irma Meznaric(SI),Emmaus International, Piquasso • Facilitator : Les Helms • Is participatory evaluation of public action usefull? • Juan Antonio Garde Roca (ES), Jean Joubert(FR), Vita Terauda (LV) • Facilitator : N

  21. Agoras status Confirmed , contacted, to be contacted • Citizen charters : myth or reality • Luca Lo Schiavo (IT), Roy Stephenson(LU), Ing. Libuse Nivnicka (CZ) • Facilitator : Frank Faber (NL) • Has e-government kept its promises? • Rheinhardt Bosh (AT), Anne Bucher (Commission), Giogio de Michelis (IT) • Facilitator : Jean-Jacques Léandri (FR) • How to make Behavior evolve? Rights and obligations of citizens in order to improve quality • Jean-Marc Bernardini (FR), Anna Kalinowska (PL), health education association • Facilitator : N. • Does outsourcing improve service quality • Mauro Bonaretti (IT), Isabelle Brunet (FR), a utility provider • Facilitator : Jos Schaefers (LU)

  22. INTERNET WEBSITE OF 5 QC

  23. Welcome page www.5qualiconference.eu

  24. General structure

  25. General structure and functionalities(2/2)best practice database

  26. Main page of www.5qualiconference.eu EN

  27. Welcome to www.5qualiconference.eu

  28. SCIENTIFIC SURVEY

  29. Specifications for a scientific survey on the citizen and co-production of public services • Pilot of the scientific survey : Elke Löffler • Main issue of the survey • What type of relations exist between the involvement of citizens in the production of public services and their expectations in terms of quality (criteria, satisfaction level, trust…) • Defining coproduction : Different aspects of the citizen, going beyond the user-consumer relation • Co-design and service planning • Co-administration / co-management • Co-production • Co-evaluation • A comparative study : Germany, France, UK, Danemark and Tcheque republic • Perimeter of the study : four fields taken into account independently of their management method • Public security • Public health • Environment-Ecology

  30. Specifications for a scientific survey on the citizen and co-production of public services • Aim of the questionnaire : clarify the attitude of respondents as regards co-production • The citizens will be questioned on their behaviour in concrete situations rather than questioned on their hypothetical attitude. • Crossing attitudes towards co-productions and expectations • Crossing attitudes towards co-production in the public sphere and in the private sector • Scope of the questionnaire : a few examples • The implication in the design, management, production and/or evaluation of public services • The impact of their engagement on the decision taken by public services, in particular, whether they obtained feedback • Their satisfaction in relation to the engagement taken in the co-production: did it change the quality of the service? Did it change their quality of life? Was it a positive experiment? • Public security : the help brought/or not to authorities in searching for authors of crimes and/or offences • Public health : the voluntary participation in activities to the sick people or in-patients profit • Environment/ecology : the precautions taken/or not as regards waste : picnic, newspapers, paper in general…

  31. Specifications for a scientific survey on the citizen and co-production of public services • Deliverables • Recommandations of the focus groups • Questionnaire of the enquiry for the 5 countries including : • one common part for all the 5 countries • 5 specific parts per country • Report of the enquiry including results per country and a comparative report • Final report of the scientific survey translated in french and english • Agenda • Focus groups meetings in each country : Februar 08 • Conception of the questionnaire : Februar 08 • Enquiry and report: March-April 08 • Report of the survey : May-June 08

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