5QC Update IPSG Meeting  Ljubljana Feb 19, 2008
5QC Update - Agenda <ul><li>Introduction </li></ul><ul><li>BP workshops  </li></ul><ul><ul><li>Provisional program </li></...
BP Workshops Status <ul><li>Nearly All BP are selected (still missing : Ireland, Slovak Republic) </li></ul><ul><ul><li>To...
Distribution of workshops in the subthemes
BP Workshops : Publishing the program :  Titles/60 words summaries validations <ul><li>The  scientific rapporteurs  will, ...
BP Workshops : Putting materials online <ul><li>IPSG members send by march 30 </li></ul><ul><ul><li>The final version of t...
BP Workshops : preparing the presentations <ul><li>Call for Facilitators </li></ul><ul><ul><li>Task </li></ul></ul><ul><ul...
BP Workshops :  Critical friends <ul><li>Paired already establihed </li></ul><ul><ul><li>Portugal – Spain </li></ul></ul><...
BP Workshops  <ul><li>Q / A </li></ul>
Infoshops Guidelines <ul><li>Puropose of the infoshops : to focus in specific priorities areas of IPSG and EUPAN network <...
Stands exhibition <ul><li>Countries having reserved a stand : </li></ul><ul><ul><li>Ireland </li></ul></ul><ul><ul><li>Fin...
PROGRAMME OF THE CONFERENCE
Programme – initial draft <ul><li>Monday 20 october </li></ul><ul><li>8:00 – 10:00 Registration </li></ul><ul><li>10:00 – ...
Initial programme of the conference  Sessions : continuity and innovation <ul><li>Plenary sessions  : 30 min   11  (Includ...
PLENARY SESSIONS
Themes for the plenary sessions <ul><li>There should be 9 plenary sessions, but also an introductive speech (by the Minist...
Themes for the plenary sessions <ul><li>1. Testimony on quality steps and/or customer satisfaction in the field of Industr...
Themes for the plenary sessions <ul><li>6. How are the issues of sustainable development and the association of citizens t...
Agoras status  Confirmed  , contacted,  to be contacted <ul><li>Is it possible to place the citizen at the heart of the co...
Agoras status  Confirmed  , contacted,  to be contacted <ul><li>Are all citizens equal regarding public services ? </li></...
Agoras status  Confirmed  , contacted,  to be contacted <ul><li>Citizen charters : myth or reality </li></ul><ul><ul><li>L...
INTERNET WEBSITE OF 5 QC
Welcome page www.5qualiconference.eu
General structure
General structure and functionalities   (2/2) best practice database
Main page of  www.5qualiconference.eu EN
Welcome to www.5qualiconference.eu
SCIENTIFIC SURVEY
Specifications for a scientific survey on the citizen and co-production of public services <ul><li>Pilot of the scientific...
Specifications for a scientific survey on the citizen and co-production of public services  <ul><li>Aim of the questionnai...
Specifications for a scientific survey on the citizen and co-production of public services <ul><li>Deliverables </li></ul>...
Thank you for your attention <ul><li>Q/A </li></ul>
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5QC Synthčse des attentes exprimées par les participants ...

  1. 1. 5QC Update IPSG Meeting Ljubljana Feb 19, 2008
  2. 2. 5QC Update - Agenda <ul><li>Introduction </li></ul><ul><li>BP workshops </li></ul><ul><ul><li>Provisional program </li></ul></ul><ul><ul><li>Validation of materials </li></ul></ul><ul><ul><li>Call for facilitators </li></ul></ul><ul><ul><li>Critical friends process </li></ul></ul><ul><ul><li>… Q/A </li></ul></ul><ul><li>Infoshops (cf manual) </li></ul><ul><li>Stands exhibition (reservation of stands) </li></ul><ul><li>Conference Program </li></ul><ul><li>Plenary sessions status </li></ul><ul><li>Agoras status </li></ul><ul><li>Internet Site </li></ul><ul><li>Scientific survey </li></ul><ul><ul><li>… Q/A </li></ul></ul>
  3. 3. BP Workshops Status <ul><li>Nearly All BP are selected (still missing : Ireland, Slovak Republic) </li></ul><ul><ul><li>Together : 54 cases </li></ul></ul><ul><li>The scientific rapporteurs met on feb 5/6 </li></ul><ul><ul><li>Provisional program </li></ul></ul><ul><ul><li>Provisional edition of a case tiltle </li></ul></ul>
  4. 4. Distribution of workshops in the subthemes
  5. 5. BP Workshops : Publishing the program : Titles/60 words summaries validations <ul><li>The scientific rapporteurs will, by february 22nd: </li></ul><ul><ul><li>Write comments on the detailed (10 pages) descriptions </li></ul></ul><ul><ul><li>Edit the 60 words summaries in order to achieve an overall coherence on the program (website) </li></ul></ul><ul><ul><li>if needed , edit again the title </li></ul></ul><ul><li>5QC team will transmit to IPSG members by february 27 </li></ul><ul><li>IPSG members returns validation of titles and summaries by march 7 </li></ul><ul><li>5QC team translates titles and summaries , for publication of the program online : first week of april </li></ul>
  6. 6. BP Workshops : Putting materials online <ul><li>IPSG members send by march 30 </li></ul><ul><ul><li>The final version of the detailed (10 pages) description </li></ul></ul><ul><ul><li>The short (1 page) description (if not already sent) </li></ul></ul><ul><ul><li>The video (optional, 2 min max.) </li></ul></ul><ul><li>In April : </li></ul><ul><ul><li>5QC team translates the detailed (10 p.) description </li></ul></ul><ul><ul><li>5QC team put materials (video, detailed descriptions ) </li></ul></ul><ul><ul><li>Scientific Rapporteurs meet to review and proceed to a light edition of the short descriptions </li></ul></ul>
  7. 7. BP Workshops : preparing the presentations <ul><li>Call for Facilitators </li></ul><ul><ul><li>Task </li></ul></ul><ul><ul><ul><li>Chairing the session </li></ul></ul></ul><ul><ul><ul><li>Questioning the presenters (to avoid clichés) </li></ul></ul></ul><ul><ul><ul><li>Establishing links and comparisons </li></ul></ul></ul><ul><ul><ul><li>Organising interaction with the audience </li></ul></ul></ul><ul><ul><li>Preparation of the workshop ahead </li></ul></ul><ul><li>19 facilitators needed : volunteer now </li></ul><ul><li>Indicate 3 possible workshops to facilitate : april 1 </li></ul>
  8. 8. BP Workshops : Critical friends <ul><li>Paired already establihed </li></ul><ul><ul><li>Portugal – Spain </li></ul></ul><ul><ul><li>Belgium – Luxemburg </li></ul></ul><ul><ul><li>Czech Republic – Slovak Republic </li></ul></ul><ul><ul><li>Cyprus – Greece (TBC) </li></ul></ul><ul><li>Other proposals : until march 7 </li></ul>
  9. 9. BP Workshops <ul><li>Q / A </li></ul>
  10. 10. Infoshops Guidelines <ul><li>Puropose of the infoshops : to focus in specific priorities areas of IPSG and EUPAN network </li></ul><ul><li>Sessions of 100 minutes </li></ul><ul><li>4 sessions </li></ul><ul><ul><li>Leadership </li></ul></ul><ul><ul><li>Demographic challenge </li></ul></ul><ul><ul><li>Customer management : a common european approach </li></ul></ul><ul><ul><li>Quality management in european PA </li></ul></ul>
  11. 11. Stands exhibition <ul><li>Countries having reserved a stand : </li></ul><ul><ul><li>Ireland </li></ul></ul><ul><ul><li>Finland </li></ul></ul><ul><ul><li>Belgique </li></ul></ul><ul><ul><li>Cyprus </li></ul></ul><ul><ul><li>Bulgaria </li></ul></ul><ul><ul><li>Austria </li></ul></ul><ul><ul><li>Netherlands </li></ul></ul><ul><ul><li>Greece </li></ul></ul><ul><ul><li>Republic of Slovenia </li></ul></ul><ul><ul><li>Portugal </li></ul></ul><ul><ul><li>Romania </li></ul></ul><ul><ul><li>Lithuania </li></ul></ul><ul><ul><li>Pologne </li></ul></ul><ul><ul><li>Germany </li></ul></ul><ul><ul><li>United kingdom </li></ul></ul><ul><ul><li>Estonia </li></ul></ul><ul><li>Organisations </li></ul><ul><ul><li>CAF </li></ul></ul><ul><ul><li>Commission </li></ul></ul><ul><ul><li>EIPA </li></ul></ul><ul><ul><li>EFQM </li></ul></ul><ul><li>Does not want a stand </li></ul><ul><ul><li>Sweden </li></ul></ul><ul><li>Deadline for reserving a stand extended to February 25 </li></ul>
  12. 12. PROGRAMME OF THE CONFERENCE
  13. 13. Programme – initial draft <ul><li>Monday 20 october </li></ul><ul><li>8:00 – 10:00 Registration </li></ul><ul><li>10:00 – 11:15 Welcome and introduction Plenary session 1 </li></ul><ul><li>11:15 – 11:45 Break </li></ul><ul><li>11:45 – 12:45 Agoras #1 (x4) </li></ul><ul><li>CAF Centre </li></ul><ul><li>12:45 – 14:15 Lunch </li></ul><ul><li>14:15 – 15:55 Best practice workshop #1 CAF Centre Infoshop </li></ul><ul><li>15:55 – 16:25 Break </li></ul><ul><li>16:25– 17:25 Plenary sessions 2 & 3 </li></ul><ul><li>17:25 – 18:15 Stands CAF Centre </li></ul><ul><li>18:15 Welcome cocktail </li></ul>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 Stands CAF Centre 20:00 Dinner at the Louvre Museum Wednesday 22 october 9:00 –10:00 Agoras #3 (x4) CAF Centre 10:00 – 10:30 Break 10:30 – 11:30 Plenary 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
  14. 14. Initial programme of the conference Sessions : continuity and innovation <ul><li>Plenary sessions : 30 min 11 (Including introduction and conclusion) </li></ul><ul><ul><li>Presentations by keynote speakers </li></ul></ul><ul><ul><li>Including Q/A (gathered before and during the conference) </li></ul></ul><ul><li>Agoras : 60 min 12 organised in 3 sessions of 4 parallel Agoras </li></ul><ul><ul><li>Debates between 2 to 4 experts and stakeholders on a given issue related to the themes of the conference </li></ul></ul><ul><ul><li>Chaired by an IPSG member and animated by a professional animator </li></ul></ul><ul><ul><li>Including Q/A (gathered before and during the agora) </li></ul></ul><ul><li>Best practice workshops : 100 min </li></ul><ul><li>Presentation 3 best practices per workshop, lasting 20 minutes each </li></ul><ul><ul><li>In depth presentations, comparisons and discussion around how to re-use/transfer the best practices beyond their initial context. </li></ul></ul><ul><ul><li>Chaired by an IPSG member and animated by a facilitator </li></ul></ul><ul><li>CAF Centre </li></ul><ul><ul><li>Presentation of the latest updates on CAF </li></ul></ul><ul><ul><li>Presentation of CAF best practices </li></ul></ul><ul><ul><li>&quot;consultations&quot; by small groups focusing on operational questions </li></ul></ul><ul><li>Infoshops </li></ul><ul><ul><li>Sessions organised at the same time than best practice workshops </li></ul></ul><ul><ul><li>S essions focused on priorities of Eupan Network </li></ul></ul><ul><ul><li>Several subjects for infoshop’s sessions: </li></ul></ul><ul><ul><ul><ul><li>Customer satisfaction management </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Facing the demographic challenge </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Quality management </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Human resources </li></ul></ul></ul></ul><ul><li>Stands </li></ul><ul><ul><li>Country stands </li></ul></ul><ul><ul><li>Eupan stand </li></ul></ul><ul><ul><li>Theme stands </li></ul></ul><ul><ul><li>Institutional stands (European Commission, associations…) </li></ul></ul>
  15. 15. PLENARY SESSIONS
  16. 16. Themes for the plenary sessions <ul><li>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 </li></ul><ul><li>The themes of the plenary sessions are currently being defined and the keynote speakers are in the process of being chosen. </li></ul><ul><li>The plenary sessions should be translated into 5 languages (French, English, German, Italian and Spanish) </li></ul>
  17. 17. Themes for the plenary sessions <ul><li>1. Testimony on quality steps and/or customer satisfaction in the field of Industry </li></ul><ul><ul><li>Profile of the speaker: a chief executive officer </li></ul></ul><ul><li>2. The impact of mediation on the improvement of public decision (legislative, regulatory) and quality for citizen </li></ul><ul><ul><li>Profile of the speaker: European or national Ombudsman </li></ul></ul><ul><li>3. How conciliate citizens’ expectations with the will to improve quality and economic requirements? How reform the administration? </li></ul><ul><ul><li>Profile of the speaker: former minister or Prime minister </li></ul></ul><ul><li>4. What role can associations and lobbies play in improving quality at a European level? </li></ul><ul><ul><li>Profile of the speaker: European commissioner </li></ul></ul><ul><li>5. How associate excluded citizens and how work with their representative? </li></ul><ul><ul><li>Profile of the speaker: OCDE SG </li></ul></ul>
  18. 18. Themes for the plenary sessions <ul><li>6. How are the issues of sustainable development and the association of citizens to the management of public service: “co-production of sustainable development?” </li></ul><ul><ul><li>Profile of the speaker: activist /opinion leader </li></ul></ul><ul><li>7 and 8. How insure that all the citizens’ needs are taken into account (participative democracy, geographical location of services)? </li></ul><ul><ul><li>Profile of speakers (2) : elected official from an important european city </li></ul></ul><ul><li>9. Civil servants and their representatives as regards to quality of services </li></ul><ul><ul><li>Profile of the speaker: a european trade union representative </li></ul></ul>
  19. 19. Agoras status Confirmed , contacted, to be contacted <ul><li>Is it possible to place the citizen at the heart of the conception of rules and regulations? </li></ul><ul><ul><li>Ian Ascough (UK), Daniel Trnka (CZ), Elisabeth Hvas (DK) </li></ul></ul><ul><ul><li>Facilitator : Charles-Henri Montin (Commission ) </li></ul></ul><ul><li>Is deliberative democracy th solution to further integrate the citizen ? </li></ul><ul><ul><li>Quin Brugué (ES ), Christina Emmerich (DE), Luc Bouvet (FR) </li></ul></ul><ul><ul><li>Facilitator : Giovani Moro (IT) </li></ul></ul><ul><li>Are the needs of the citizens well apprehended? </li></ul><ul><ul><li>Alex Oliver (UK), Youth parliament of Oslo, Andrea Viero </li></ul></ul><ul><ul><li>Facilitator : Peter Humphreys (IR) </li></ul></ul><ul><li>Are public services accesible to everyone? </li></ul><ul><ul><li>Dr Gabriella Bilics (HU), Gerhard Nussbaum (AU), Representative of users </li></ul></ul><ul><ul><li>Faciltator : Panagiotis Passas </li></ul></ul>
  20. 20. Agoras status Confirmed , contacted, to be contacted <ul><li>Are all citizens equal regarding public services ? </li></ul><ul><ul><li>Gunta Anca (LV), DR Hans Siebers (NL), Andrea Deaconu (RO) </li></ul></ul><ul><ul><li>Facilitator : N </li></ul></ul><ul><li>Is it possible to foster quality without staff engagement ? </li></ul><ul><ul><li>Fabien Malleret (FR), Sylvia Horton (UK), a union activist </li></ul></ul><ul><ul><li>Facilitator : Elisabeth Dearing (AT) </li></ul></ul><ul><li>NGOs : what role to play in the production of public services of good quality? </li></ul><ul><ul><li>Irma Meznaric(SI), Emmaus International, Piquasso </li></ul></ul><ul><ul><li>Facilitator : Les Helms </li></ul></ul><ul><li>Is participatory evaluation of public action usefull? </li></ul><ul><ul><li>Juan Antonio Garde Roca (ES), Jean Joubert(FR), Vita Terauda (LV) </li></ul></ul><ul><ul><li>Facilitator : N </li></ul></ul>
  21. 21. Agoras status Confirmed , contacted, to be contacted <ul><li>Citizen charters : myth or reality </li></ul><ul><ul><li>Luca Lo Schiavo (IT), Roy Stephenson(LU ), Ing. Libuse Nivnicka (CZ) </li></ul></ul><ul><ul><li>Facilitator : Frank Faber (NL) </li></ul></ul><ul><li>Has e-government kept its promises? </li></ul><ul><ul><li>Rheinhardt Bosh (AT), Anne Bucher (Commission), Giorgio de Michelis (IT) </li></ul></ul><ul><ul><li>Facilitator : Jean-Jacques Léandri (FR) </li></ul></ul><ul><li>How to make Behavior evolve? Rights and obligations of citizens in order to improve quality </li></ul><ul><ul><li>Jean-Marc Bernardini (FR), Anna Kalinowska (PL), health education association </li></ul></ul><ul><ul><li>Facilitator : N. </li></ul></ul><ul><li>Does outsourcing improve service quality </li></ul><ul><ul><li>Mauro Bonaretti (IT ), Isabelle Brunet (FR), a utility provider </li></ul></ul><ul><ul><li>Facilitator : Jos Schaefers (LU) </li></ul></ul>
  22. 22. INTERNET WEBSITE OF 5 QC
  23. 23. Welcome page www.5qualiconference.eu
  24. 24. General structure
  25. 25. General structure and functionalities (2/2) best practice database
  26. 26. Main page of www.5qualiconference.eu EN
  27. 27. Welcome to www.5qualiconference.eu
  28. 28. SCIENTIFIC SURVEY
  29. 29. Specifications for a scientific survey on the citizen and co-production of public services <ul><li>Pilot of the scientific survey : Elke Löffler </li></ul><ul><li>Main issue of the survey </li></ul><ul><ul><li>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…) </li></ul></ul><ul><li>Defining coproduction : Different aspects of the citizen, going beyond the user-consumer relation </li></ul><ul><ul><li>Co-design and service planning </li></ul></ul><ul><ul><li>Co-administration / co-management </li></ul></ul><ul><ul><li>Co-production </li></ul></ul><ul><ul><li>Co-evaluation </li></ul></ul><ul><li>A comparative study : Germany, France, UK, Danemark and Tcheque republic </li></ul><ul><li>Perimeter of the study : four fields taken into account independently of their management method </li></ul><ul><ul><li>Public security </li></ul></ul><ul><ul><li>Public health </li></ul></ul><ul><ul><li>Environment-Ecology </li></ul></ul>
  30. 30. Specifications for a scientific survey on the citizen and co-production of public services <ul><li>Aim of the questionnaire : clarify the attitude of respondents as regards co-production </li></ul><ul><ul><li>The citizens will be questioned on their behaviour in concrete situations rather than questioned on their hypothetical attitude. </li></ul></ul><ul><ul><li>Crossing attitudes towards co-productions and expectations </li></ul></ul><ul><ul><li>Crossing attitudes towards co-production in the public sphere and in the private sector </li></ul></ul><ul><li>Scope of the questionnaire : a few examples </li></ul><ul><ul><li>The implication in the design, management, production and/or evaluation of public services </li></ul></ul><ul><ul><li>The impact of their engagement on the decision taken by public services, in particular, whether they obtained feedback </li></ul></ul><ul><ul><li>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? </li></ul></ul><ul><ul><li>Public security : the help brought/or not to authorities in searching for authors of crimes and/or offences </li></ul></ul><ul><ul><li>Public health : the voluntary participation in activities to the sick people or in-patients profit </li></ul></ul><ul><ul><li>Environment/ecology : the precautions taken/or not as regards waste : picnic, newspapers, paper in general… </li></ul></ul>
  31. 31. Specifications for a scientific survey on the citizen and co-production of public services <ul><li>Deliverables </li></ul><ul><ul><li>Recommandations of the focus groups </li></ul></ul><ul><ul><li>Questionnaire of the enquiry for the 5 countries including : </li></ul></ul><ul><ul><ul><li>one common part for all the 5 countries </li></ul></ul></ul><ul><ul><ul><li>5 specific parts per country </li></ul></ul></ul><ul><ul><li>Report of the enquiry including results per country and a comparative report </li></ul></ul><ul><ul><li>Final report of the scientific survey translated in french and english </li></ul></ul><ul><li>Agenda </li></ul><ul><ul><li>Focus groups meetings in each country : Februar 08 </li></ul></ul><ul><ul><li>Conception of the questionnaire : Februar 08 </li></ul></ul><ul><ul><li>Enquiry and report: March-April 08 </li></ul></ul><ul><ul><li>Report of the survey : May-June 08 </li></ul></ul>
  32. 32. Thank you for your attention <ul><li>Q/A </li></ul>

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