Introduction 5 Background Information 5 Preliminary Findings 7



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9 Quality Awards




Member State




Austria

Speyer, since 1990ies

EPSA, since 2007


Austrian Administration Award, since 2006

National Award, since 2005 (PREVERITI)



Belgium

NISO IZPOLNILI

Bulgaria

In June (on the occasion of the State Administration Employee’s Day) the Minister of state administration and administrative reform awards public institutions for their contribution to the process of modernisation of the administration. The awards are given since 2006.

Awards have been granted in the following categories:



  • “Accessible and quality administrative service delivery”

  • “Best on-line services”

  • “Effective human resources management

  • “Best PR practice in the state administration”

Cyprus

Not in use

Czech Republic

National Award for Quality in PA, since 2006 (awarded at the International Quality Conference in a framework of the European week of quality in the Czech republic)

For the PA sector, there are available two instruments - EFQM model and CAF model.

It is organized by Czech Quality Award Association.


Award of the Ministry of Interior for Quality in PA, since 2005; (awarded at the National Quality Conference in PA).

The purpose is to appraise every substantial effort for improvement of quality and to accept also other methods apart from EFQM and CAF, furthermore to show higher appreciation to organisations which proved reaching high quality standards. There are three levels of the award: t

he lowest one (bronze one) for organisations which improve quality, but did not achieve necessary parameters whereas the middle grade (silver one) for those authorities who have already achieved necessary parameters. For PA authorities there are following acceptable instruments: CAF, ISO 9001, ISO 14001, ISO 17799, Balanced Scorecard, Benchmarking, Citizens Charters and Local Agenda 21. The highest grade (golden) is National Award for Quality since 2008.

Award of the Ministry of Interior for Innovation in PA

Special type of the award for an innovative solution in the PA as an example of good practice.



Denmark

The Danish Quality Award, since 1997

Estonia

Estonian Quality Award, since 2001

Since 2001 there has been organised the Quality Award organised by the Estonian Association of Quality, Enterprise Estonia and Ministry of Economics and Communication. This award has been mainly focused on the private sector, however there has been possibility for the public sector organisation to take part of this as well. Mainly secondary schools and vocational schools have been taken part of this during last years. More information http://www.eaq.ee/index.php?id=308.

In 2003 the Quality Award for the Public Sector was organised by the Ministry of Finance. This Award was a pilot project based on CAF.


Finland

NISO IZPOLNILI

France

  • les trophées de la qualité (Public Service Quality trophies) (since 2003);

  • Prix français de la qualité et de la performance" (french award for quality and performance), since 1992.

  • "Prix territoria", since 1987.


Public Service Quality trophies were created in 2003 by the Ministry in charge of State reform, in order to send a strong signal

  • To the public, about the wealth of outstanding initiatives taken in the administration

  • To civil servants, to restore their confidence in the administration’s capacity for modernisation

The objectives were

  • To enhance outstanding initiatives

  • To encourage innovation

  • To improve the image of the State administration

  • To share good practices

Initially dedicated to the State services, the opened gradually to public agencies controlled by State, to courts, to social welfare agencies, to public establishments and organisations in the social and medico-social sector. In 2006, they opened to local and regional governments.
The categories have been defined according to priorities

  • From 2003 to 2006: reception, remote services, management, partnership, language simplification, services to disadvantaged persons, listening to users, user participation, etc.


  • 5 categories in 2007: reception and guidance, administration more accessible to disadvantaged persons, simplification of administrative formalities, rethinking of user-oriented organisations, improved quality of internal service delivery

  • In 2006, creation of a consumer organisation Award.

To evaluate 60 to 100 candidates each year, the jury grew from 8 members in 2003 to 16 in 2007.

- a jury of public figures with a variety of cultural approaches (civil servants, representatives of large companies, former award-winners, etc.), each candidate’s application is examined by 7 jury members

- an evaluation grid based on 4 criteria: relevance, method, outcomes, exemplary nature

- a rating grid (scoring from 1 to 10)
The Evaluation process


  • 1st meeting: sharing on evaluation methods, dividing up of cases and individual examination by each jury member

  • 2nd meeting: short list of roughly 20 applications

  • Onsite visits to “short-listed” candidates

  • 3rd meeting: feedback from visits and selection of award-winners
  • In 2006, onsite visits put in place to supplement application file examination



Prizes are awarded to winners during a one day seminar on quality

  • An event attended by some 300 directors, project managers, actors in public quality and other participants

  • The Trophy awards ceremony is part of a seminar on quality, in the presence of the Minister

  • Media coverage (radio, local press, on websites)

In 2007, 65 candidates competed in 5 categories :



  • Improving user reception and guidance

  • Bringing the administration closer to disadvantaged persons

  • Simplifying administrative formalities

  • Rethinking user-oriented organisations

  • Improving the quality of internal service delivery

+ a Consumer Award (900 associations contacted)
Award winners and runners up were six State services (Finance, Agriculture, Gendarmerie, Justice, Education, Defence), three local authorities, a social welfare body, an association.
French Award for quality and performance (Prix français de la qualité et de la performance) :

Organized since 1992 by the French Movement for Quality (MFQ) and the Ministry in charge of Industry, the French Award for Quality and Performance (PFQP) recognises the efforts made as regards Quality Management by French economic actors.

Opened to any entity numbering less than 500 people, from the public or private sector, this award is granted after a national competition among the laureates of regional awards. The simple and rigorous evaluation method makes it possible to appreciate the value reached by the candidates as regards Quality Management.

More : see http://www.mfq.asso.fr/index.php?date=2008/04/30&rub=245&lg=1
Prix Territoria :

See : http://www.territoria.asso.fr/


(Case / Detailed description available in the Matrix.)

Germany

In the beginning a National Award was organized by the German University of Administration (DHV) in Speyer, since the year 2007 we have a European oriented Award, the EPSA.

The Ministry of the Interior, together with Austria and Switzerland as one of the initiators of EPSA, is playing an active role in the planning of the next round. The first EPSA Award was held in November 12/13 in Lucerne (Switzerland) and a Second Event ´is being planned for 2009 .



  • The EPSA offers the applicants maximum benefits as a learning platform, with made-to-measure contacts and efficient knowledge transfer within Europe. The participants can cooperate within an EGPA practitioner group. 

  • The EPSA offers all innovative public authorities the opportunity to be rewarded – irrespective of the size or type of the administration or the cultural sphere in which it operates. 

  • The EPSA focuses on highly topical thematic items – in this way, applicants receive valuable input for their own administrative work. 

  • The EPSA works with an independent, acknowledged, international jury – the assessment of the case study is include a position definition and a benchmark while indicating potential for improvement. 

  • Participating administrative bodies improve their image by publishing the results in publications, on the website and in professional journals.
  • Participation in the competition is free of charge. The application process is simple and clear.

After the first AWARD which took place in November 2007 in Lucerne, it is planned to continue this even; the next one will take place in 2009. It is the aim of the initiators to achieve a bigger platform organizing and funding this European Award.



Greece

In a wider effort to promote quality the Ministry of Interior has launched, for the first time in 2007, the “National Quality Award for Greek Public Organizations” which aims at identifying and awarding top performers on C.A.F. application. A number of central, regional and local government organizations have implemented CAF and applied for the Award. The 3 winners were:

  1. The Validation of Applications & Marketing Authorization Division (DDYEP) of the National Organization for Medices of Greece

  2. The Byzantine and Christian Museum

  3. The Directorate of the Organization and Operation of Citizens’ Service Centers of the Ministry of Interior

Hungary

Quality award in public administration, since 2004

To recognize the activities of public administration agencies with outstanding quality results, the Minister of the Interior founded the Hungarian Public Administration Quality Award in 2003. The first awards were granted on July 1, 2004. The Minister may grant five awards each year. The winners are selected on the basis of applications upon the recommendation of the Hungarian Public Administration Award Committee. Applicants must meet four fundamental conditions:

- Continuous, strategic quality development in the organization;

- Application of a quality management system /CAF was separately named in the ministerial decree founding the Award/;

- Continuous monitoring of customer satisfaction;

- Practical application of the development principles based on learning from each other and on benchmarking.

Public administration agencies must present their respective organizations on the basis of CAF criteria in the applications submitted for the Award. Though the application of CAF is not a mandatory precondition for granting the Award, we intend to encourage the dissemination of CAF in Hungary by means of the above mentioned tools indirectly.

Since 2006 the awards have been given by the Minister heading the Prime Minister’s Office.

Detailed list of winners available in the Matrix.


Ireland

At a central level, the Department of the Taoiseach organised the “Taoiseach’s Public Service Excellence Awards” every two years, to reward and recognise projects that have illustrated a particular improvement in administration or service delivery to customers.
Entries are sought from all Public Service organisations. A selection committee then assesses and shortlists a certain number of projects. These projects are then assessed in greater depth and 20 Awards are then made by the Taoiseach. There are also at least 2 showcase conference events where the successful projects are presented.
Further details of these awards can be seen at: http://www.bettergov.ie/eng/index.asp?docID=427

Italy

  • “100 projects at the service of citizens” (Centro Progetti al Servizio del Cittadino) since 1995;

  • Integrated Plans for Change (Piani Integrati del Cambiamento), since 2003 – 2004 (awarded on the conference: Innovators’ Day)

  • Quality Award (Premio Qualità PA), since 2005; (awarded on the conference: Innovators’ Day)

Awards of the Department of Public Administration:


100 projects at the service of citizens (Cento Progetti al Servizio del Cittadino)

The 100 best projects aimed at introducing mechanisms that improve the relationship between the PA and the citizens are awarded.


The Successes of Cantieri (I Successi di Cantieri)

Administrations that have used the VIC (integrated evaluation of change) and, subsequently, have defined an integrated plan for change management (aimed at addressing weaknesses) are awarded.



Quality Award (Premio Qualità PA)

Administrations engaged in continuous improvement processes aimed at improving responsiveness towards citizens and the quality of services are awarded. This award concerns administrations that have used CAF as an evaluation tool.


Other, more specific, awards exist, which address particular policies and are governed by actors, public or private, other than the Department of Public Administration. Some of these may be found in: http://www.buoniesempi.it/iniziative.aspx?iniz=CPA.

Latvia

Latvian Quality Award, since 1997 (awarded on the conference: Annual Quality conference)

Latvia’s Quality Award is an incentive aimed to motivate people to address quality issues and requirements of market economy. Public administration institutions are assessed separately according to the criteria set for big companies.

This award is based on EFQM criteria and private as well as public organisations can participate. Established in 1997 by adopting the regulation No. 419 “Regulation on Quality Award” by the Cabinet of Ministers.

The award in the public sector has been awarded since 2004, and until now two institutions have received it:



  • The Latvian National Accreditation Bureau 2006 (www.latak.lv )

  • National Ltd. “Latvijas Vēstnesis” (national newspaper) 2005 (www.vestnesis.lv (Latvian only))



Effective Management Award, 2007 (awarded on the conference: Annual Public Administration conference, that was dedicated to the problems of “Effective governance and partnership) The criteria:


  1. Description of organizational management

  2. Introduction of the service

    1. Connectedness with strategy, mission, etc.

    2. Communication strategy, avialability of information, involving citizens/customers into the service development process

    3. Quality, risk and finance management systems – improving service quality

  3. The results

    1. Description (indicators, analysis)

    2. Innovative approach

    3. Organizational benefits/change

The awarded state institution was State Social Insurance Agency (www.vsaa.gov.lv ) and the award for local governments was given to Jekabpils City Council (www.jekabpils.lv )

Lithuania

Not in use

There are no special quality awards in Lithuania. Nevertheless during the quality conferences held every two years the best projects of the best practices are awarded with certificate, prize and opportunity to represent Lithuania in the Quality Conferences for Public Administration in the European Union.

The first time Lithuania took part in the third Quality Conference for Public Administration in the European Union. In conference were presented three best practices from Lithuania:


  • Building a Civil Servants’ training System

  • Development of Education Quality Management System

  • Quality Management in Health Care Institutions

In the second Quality Conference for Public Administration in the European Union were presented following best practices from Lithuania:


  • Adaptation of the Recreational Objects in the Forests for Psychically Disabled Needs

  • Implementation of the Integrated Model of Health and Social Care

  • One-Stop-Shop

The third conference will be organized in 2008 in Paris.



Luxembourg

Luxembourg Quality Price since 2004

Cp. http://www.mlq.lu/



Malta

Not applicable.

The Netherlands

  • Citizen’s charter award, since 2008 (awarded during the National Conference service norms and customer-oriented civil service)

  • INK award, since 1994 (awarded during the INK Year Conference)

  • Leadership awards

  • Young Public Servant of the year (by FUTUR, a national network for young public servants)

Poland

  • The contest for the most friendly government office, yearly 2001-2006

  • The contest for the most friendly local government office in 2006

  • Polish Quality Award organized by Polish EFQM Partner since 1995 (since 2002 with a category for public organizations)

  • Tax Office friendly to business organized by Business Centre Club in cooperation with Ministry of Finance since 2002

Portugal

The Portuguese public organisations that award quality prizes are:


  • since 1998, General Direction of Local Autarchies have been promoting quality contests.

  • between 1993 and 2001, Secretary for Administrative Modernisation was responsible for giving 64 quality prizes to central, regional and local services;

  • in 2002, Institute for Innovation in State Administration promoted the Contest “Innovate with Quality in public services - 2002” addressed to central, regional and local levels.

Romania

Excellence award in Public Administration, since 2005
Romania has had several initiatives for awarding good practices within public sector, for instance: excellence awards organized by the Romanian Leaders (7th edition on 2007), The Award for Excellence in Public Administration (on the 3rd edition) and the awards offered by National Institute for Administration (1st edition on 2007).

The Award for Excellence in Public Administration is meant to emphasize the efforts for developing the Romanian public administration system, to reward the positive initiatives of the public administration specialists and the important projects implemented by the representatives of the local and central administration. The ceremony takes place early and it is organized by the portal www.administratie.ro and by OSC Agency (specialized in communication) http://www.osc.ro/index.php?lang=en



Slovak Republic

National Quality Award of the Slovak Republic, since 2000, based on the EFQM Excellence Model

National Quality Award of the Slovak Republic, since 2006; based on the CAF Model.


Slovenia

  • The “Good Practice” Award, since 2002; awarded on the conference: Good Practices in Slovene Public Administration;

  • The Business Excellence Prize of the Republic of Slovenia (PRSPO), since 2005 also for public administration organizations.

Detailed information: list of winners as well as of the selection criteria available in the Matrix.

Spain

National Quality/Excellence Award for PA, since 2000

Best Practices Award for PA, since 2000

Knowledge Management Award for PA, since 2007

Some Autonomous Communities and local administrations have their own Quality Prizes.




Sweden

The Swedish Quality Award, since 1992

There is no special quality award for the Central-Government administration. The National Council for Quality and Development investigated the feasibility to ground an special award for the sector in 2000. The investigation

recommended the Government not to ground a special award designated to the central Government administration. The basic motivation was that the Swedish Quality Award was feasible enough as it is open for all sectors.

The Swedish institute for Quality (SIQ )is responsible for the Swedish quality award. The award is open for both private and public sector. There have been some award recipients from the public sector, a hospital unit in 1996 and a primary school in 2001.


United Kingdom

Not in use



LL regarding Quality Awards
DK:
The most important lesson learned is that in a country like Denmark the notion of having an award in itself is not appealing to most managers and employees. Only if the development work surrounding the award makes sense will managers and people invest the effort necessary.
Another important lesson learned is that it is necessary to have realistic mile stones for the quality journey. This is why Denmark works with the levels of Excellence concept – and has been very active in the development of the CAF External Feedback scheme. This scheme is aimed at beginners – and will enable them to accelerate their progress regarding quality development.
Hungary:

In Hungary, the quality awards’ system is an indirect and effective tool of the quality management.

Poland

The contest for the most friendly government office was organised by the Office of Civil Service as one of activities supporting the Friendly Administration Programme. The competition was announced each year by the Head of Civil Service. To take part in it a government administration office had to complete an application form and send it to the Office of the Civil Service. The Director General of the office had to agree with a number of auditing activities in the frame of the competition. The evaluation procedure consisted of a detailed analysis of the applications and audits of selected offices. There were two ways of verifying the quality of services delivered by the chosen offices: an official audit as well as mystery shopping procedure. The official audit objective was to check that the information in the application is in accord with everyday practice and to gather additional information in support of the application which could strengthen or weaken the likelihood of an award.

The competition was organised under the auspices of the Prime Minister, in co-operation with nationwide media. Among the Jury there were representatives of the Prime Minister, the Ombudsman, the Head of Civil Service, the organisations working for transparency in public life, nationwide media, as well as some universities and colleges. The results of the competition were announced on the ceremony of the Civil Service Day. The winners were awarded with the glass statue of the Eagle – the symbol of Poland, transparent and of the best quality. They also got a diploma and a right to use for a year the title of the Most Friendly Office.

The contest for the most friendly local government office held under the auspices of the Minister of Interior and Public Administration in June 2006. The main reason for organizing such an event was a need to disseminate the best practices (in field of for example: more sufficient office management, client focused local policies, e-government administration introduction) among the local authorities. The contest was finished in October 2006 as the Minister of Interior and Public Administration handed out four awards in four categories: small rural communities, small cities, counties and big urban communities. This contest was hold only once in 2006 but in the financial perspective 2007-2013 in the Operational Programme Human Capital our ministry, caring out the role of the Implementing Authority, will promote and implement very alike project concerning the subject of QM in local government offices. This will also be the contest but organized on the bigger scope of sub state level administration.
LL:
Poland:

A growing number of various award competitions proves their attractiveness for PA institutions as a certificate of their high-level service and recognition of their work results. It’s common for awarded institutions to publish information on receiving an award on their websites and business letters.


Italy:
Obtaining an award or being recognized mainly concerns the top management and the political level. This means that, in general, projects and proposals to an award have a high commitment.
Spain:

The Quality and Innovation Awards for Public Management have shown to be a successful initiative in extending the Quality Awards’ scope to all the levels of public administrations

These awards are considered as final goal for the organisations’ progress. In this sense The Excellence Award, the highest level among the awards, grants the public organisations achievement of excellence in their global performance, provided that they have an external quality certification prior to the award application.



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