the 4 th european caf users’ event

23 - 24 September 2010, Bucharest

The 4th European CAF Users’ Event

Progressing Towards Excellence - The Challenge for European Public Administrations in Difficult Times

UNIUNEA EUROPEANAFondul Social European

GUVERNUL ROMANIEIMinisterul Administratiei si Internelor

Unitatea Centrala pentru Reforma in Administratia Publica

“Self-assessment in the context of the management by objectives”

Ana LaranjeiraRegional Directorate for Organisation and Public Administration

Vice-Presidency of the Regional Government of the Azores

Vice-Presidency of Azores GovernmentRegional Directorate of Organisation and Public Administration

ProgressingTowards

Excellence



Azores is a Portuguese

archipelago, in the Atlantic Ocean,

composed of nine islands;

The Autonomous Region of

Azores is one of the two autonomous

regions in Portugal;

Population: 244.780 inhabitants;

Regional administration workers:

18.260 (represents 15% of the

azorean workforce).

“Self-assessment in the context of the management by objectives” Identification


ProgressingTowards

Excellence



“Self-assessment in the context of the management by objectives” Identification


ProgressingTowards

Excellence



9th Azores Regional Government Programme (2005-2008)Regional Plan for Quality Promotion in Public Services

Companies

(Self) Assessment

CitizensAssessment

Audit

CitizenshipPublic Service

Strategic VectorsStrategic Vectors

“Self-assessment in the context of the management by objectives” Case Background


ProgressingTowards

Excellence



General CoordinationVice-Presidency of the Government of the Azores

Regional Directorate for Organisation and Public AdministrationCAF Regional Coordinator

General CoordinationVice-Presidency of the Government of the Azores

Regional Directorate for Organisation and Public AdministrationCAF Regional Coordinator

Department CoordinationQuality Promotion Groups (8)

Designated Pivot

Department CoordinationQuality Promotion Groups (8)

Designated Pivot

(Self) AssessmentTeams (155 EAA)

Leader

(Self) AssessmentTeams (155 EAA)

Leader

“Self-assessment in the context of the management by objectives”The Actors


ProgressingTowards

Excellence



Self Assessment organisations - Results

Average Score - CAF 2002

1,4 1,4 1,3 1,6 1,2 1,1 1,3 0,9 1,3

012345

1 2 3 4 5 6 7 8 9

Criteria

Scor

e

Average Score

Average Score - CAF 2006

42 33 3144 35

21 25 16 16

020406080

100

1 2 3 4 5 6 7 8 9

Criteria

Scor

e

Average Score

2004-2008

“Self-assessment in the context of the management by objectives”Measure of Success


ProgressingTowards

Excellence



Improvement Actions Identified

33%

24%14%

12%

16%

1%

Leadership Human Resources Management

Process Management Strategy and Planning

Partnerships and Resources Key Performance Results

47%

30%

23%

In Execution Implemented To be started

2004-2008

Balance of the 316 Identified Improvement Actions

150 94 72

Total number of actions - 316

End of 2008



ProgressingTowards

Excellence



Objectives Achieved

Overall collaborators’ involvement in the Improvement Process

Discovery of the strengths and improvement areas

Measurement of the progress over time, through periodic self-assessment

Integration of various quality initiatives into normal “business” operations

Management by processes and facts

Knowledge of the direction to follow for improvement activities

Self Assessment, the first step to execute the Integrated System for Management and

Evaluation of the Performance for Public Regional Administration of the Azores –

SIADAPRA

Now (Sept. 2010) there is one Regional Directorate certified and credited and two in

process of.



ProgressingTowards

Excellence



To implement the System of measuring performance in the

Azorean Administration - SIADAPRA

To apply CAF on the context of the new system

Compare results (Benchmarking) and experiences (Benchlearning)

“Self-assessment in the context of the management by objectives”Future Challenges


ProgressingTowards

Excellence



SIADAPRA 1Measuring Organisational

Performance

SIADAPRA 2Measuring Individual

Managers Performance

SIADAPRA 3Measuring Individual Workers Performance

SIADAPRA - 3 subsystems

QUAR(Evaluation and Responsibility

Chart)

BSCActivities PlanCAF or Qualis

Performance Evaluation Form

Performance Evaluation Form

• Excellent Performance

• Good Performance (only 20% can be Relevant in each annual management cycle, 5% of these can be recognized as Excellent)

• Satisfactory Performance

• Non Satisfactory Performance


• Relevant Performance (only 30% can be Relevant in each annual management cycle, 5% of these can be recognized as Excellent)




• Relevant Performance (only 30% can be Relevant in each annual management cycle, 5% of these can be recognized as Excellent)



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Future Challenges


ProgressingTowards

Excellence



How are services evaluated in each annual management cycle?

By the results obtained• Results of effectiveness• Results of efficiency• Results of quality

By the internal Quality processes implemented

• Implementing action plans provided by a process of quality tools application, in particularly CAF.

By the internal and external recognition

• Workers Satisfaction• Clients Satisfaction• Internal and external audits• Certification and accreditation processes

• Recognition of the Member of the Government

SIADAPRA 1 - Measuring Organisational Performance



ProgressingTowards

Excellence



Which are the direct main consequences of being “Excellent” in each annual management cycle?

The services with best results obtained and quality processes implemented could expect being recognized as “Excellent” on that annual management cycle inside of their Government Department.

Services with Excellent performance in an annual management cycle are authorized to increase their “Relevant” and “Excellent” percentages for managers and workers performance up to 40% and 10%, respectively, in the new annual management cycle, with practical effects on their professional careers.

SIADAPRA 1 - Measuring Organisational Performance



ProgressingTowards

Excellence





How is it recognized the Excellent performance of services?

Services are evaluated by Planning, Strategy and Evaluation Services (department level)

Using the Matrix Excellence:

Scale score: 1 to 10 points

Compare results (Benchmarking) and experiences (Benchlearning)

12 Criteria

1 - Analysis of Productivity5 - Overcoming global evaluation criteria (Effectiveness, Efficiency and Quality)

9 - Employee satisfaction

2 - Cost-Effectiveness 6 - Variance Analysis10 - Processes and system performance indicators

3 - Important and positive development outcomes in the service compared to previous years

7 - Impact on Society (contribution of service to the pursuit of public policies)

11 - Planning and strategy

4 - Excellence of the results, particularly as compared to established national or international standards, (also taking into account efficiency improvements)

8 - User satisfaction12 - Total Quality Management

ProgressingTowards

Excellence





Criteria 12 – Total Quality Management

Scale score

Evidence

1The service has already implemented at least once a tool of (self) evaluation CAF or Qualis or The service has already been covered at least once in the tool (self-) evaluation CAF or Qualis.

2The service applied this year CAF or Qualis or The service was covered this year by CAF or Qualis or The service is implementing the improvement actions set out in the plan, following the most recent application of the tool or CAF Qualis.

3The service has already applied for more than once the tool CAF or Qualis. The final application demonstrates no evolution in respect to the penultimate moment of application.

4The service has already applied for more than once the tool CAF or Qualis. The final application demonstrates an improvement over the penultimate moment of application.

5The service has already applied for more than once the tool CAF or Qualis. The final application demonstrates a very significant improvement in relation to the penultimate moment of application.

6The service has already applied for more than once the tool CAF or Qualis. The final application demonstrates a very significant improvement in relation to the penultimate moment of application. Also the service held at least once an benchmarking and benchlearning experience with a corresponding service.

7 The service has initiated a certification process based on nationally or internationally recognized methodology.

8 The service is in the final phase of a certification process based on nationally or internationally recognized methodology.

9 The service is certified based on nationally or internationally recognized methodology.

10The service is in a certification process as a result of the application at a level above the base level of methodology recognized nationally or internationally or The service is certified at a level above the base level of methodology recognized nationally or internationally.

ProgressingTowards

Excellence



Thank you for your attention!

For more information please contact

[email protected] go to www.vpgr.azores.gov.pt



the 4 th european caf users’ event

Documents

european caf users event23

bucharest selfassessment

public administration2004

implementation of caf

self assessment teamsto

improvement actions

participants caf manual

improvement process