Introduction 5 Background Information 5 Preliminary Findings 7

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14 Training for QM

Member State




4 annual trainings by the Federal Adademy of Public Administration, Course for CAF-Facilitators at the KDZ – Centre for Public Administration Research





Trainings are organised by the Institute for Public Administration and European Integration to the MSAAR. Additional training were organised under different projects. Experts from the Bulgarian PA participate and in the trainings organised by EIPA.

Data from 2006:

Trainings by the IPAEI on Administrative activities aimed at improvement of the administrative service delivery – 1,744 employees

Traning under Phare Project on Quality management systems – 150 employees trained.



The CAPA organises a 4 day training programme on CAF. Self assessment teams are trained on the model.

Training programmes on skills development are organised by CAPA, but not on quality management as such. However, they do have an indirect impact on quality management.

Czech Republic


  • Czech Quality Award Association - training of EFQM and CAF assessors for National Award of Quality in PA (

  • Czech Society for Quality - various courses in the quality area (www.

  • Edukol - Quality benchlearning in PA (


Training is carried out by private sector organisations that operate with official licenses from the EFQM. Furthermore SCKK varies out introductory training for managers and quality consultants regarding CAF.



The Centre for Public Service Training and Development is acting as the public training institution and providing trainings in the fields, which are decided as the priorities by the Government of the Republic each year (QM has been a priority during the last years). Ministry of Finance has been actively involved in elaboration of these trainings. More information (only in Estonian).

Also agencies and ministries can take part in trainings provided by the consultancy firms etc.



Training for QM is purchased by public sector organisations from the private sector. There is no government training institute or organisation for this purpose.


Yes, several training organizations

Schools and training centres for public administrations have special programs for quality management:

Among them:

Institute for public management and economic development (IGPDE, Institut de la gestion publique et du développement économique) : « Quality of service for the user »


Regional Institute for Public Administration of Lyon (IRA, Institut Régional d’Administration):

“Modernizing public action: State reform and civil service in prospect”

Regional Institute for Public Administration of Bastia (IRA, Institut Régional d’Administration):  “Public Policy Evaluation”

French school of advanced studies in public health (EHESP, Ecole des hautes etudes en santé publique) has training in quality management in the health sector.


Training in quality management, not only for public adminstrations, is organised by AFNOR (Association française de normalisation, French association for standardisation)




Tthe Federal Academy of Public Administration, Institutes of the 16 states, local Study Institutes, furthermore private providers, which are specialized in the public sector.



In order to train potential or current CAF users, as well as, disseminate CAF among public servants and public organizations the Ministry of Interior is co-organizing two 5-day training programmes with the National Centre of Public Administration (training institute for pubic servants): in the first CAF is integrated in a training programmes for civil servants on performance management which includes a section on CAF, while the second is a CAF –specific seminar called “Evaluation procedures & Efficiency”. Both programmes have as target group employees working in central, regional and local government organizations. In 2007 44 courses were organized as part of the 2 programmes, training about 1100 public servants. In 2008 a roughly similar number of seminars will be organized.

A third training program run in 2007 targeted specifically to officials from the 2ond level (prefectural) of Local Government. This was an one day seminar on CAF, goal-setting and results measurement aiming at increasing awareness and boost CAF application, goal-setting and results measurement on Local government organizations. This programme is organised by the Hellenic Agency for Local Development and Local Government. As part of the programme 9 seminars have been organised attended by 200 local government officials. In 2008 a new targeted training programme will be initiated aiming at promoting the use of CAF in a number of municipalities.



The trainings of civil servants are conducted by Government Centre for Public Administration and Human Resource Services. The CAF training takes place in several training modules in the system of civil servants’ training -on central and local level, as well. The CAF training is part of the general public sector managerial training’s 3rd module. Furthermore, the regional and local public sector managers have been involved in the CAF training by the Regional Operative Program 3.1.1.

The quality management and the CAF training are the parts of the obligatory vocational examination’s curriculum.




Customer service training is provided in Public Service organisations as required. From time to time, such training is provided centrally (by the Department of the Taoiseach and the Department of Finance) to Customer Service Officers.



Since several years, training activities on these issues have been arranged by public training schools but also by private actors (mainly as a consequence of the government directive) In 2007 the Department of Public Administration in co-operation with FORMEZ has organized the First Training Course for CAF’ evaluators who took part in Prize Quality project’ evaluation (II^ edition)



Latvian School of Public Administration

After adopting the regulations mentioned above, the Cabinet of Ministers decided that the Latvian School of Public Administration should provide training in quality management. However there was no additional budget allocated to the school for training. The training on QM is organised on irregular basis (but the demand is very high)

Institutions realise the importance of QM and use different private consultants, training offers and assistance rather often.

One of two Latvian National Quality Society structural units is Quality Systems Institute that organises different academic and professional programmes, seminars, projects and training courses. These courses are offered to individuals from private as well as public sectors.



In Lithuania there is no special training unit for quality in public administration. However Lithuanian Institute of Public Administration organises training programs for civil servants. Some of the training programs are related with the quality management in public administration. These programs are: Application of Common Assessment Framework in Organization; Drafting a Strategic Plan of Institution; Quality Improvement of Services in Public Sector; E-Government. Others programs are also for civil servants’ performance improvement. Some of the programs are for top-level managers.
The list of all training programs for civil servants is published at the portal of Lithuanian Institute of Public Administration:



Public Research Centre – Henri Tudor

National Institute for Public Administration;



A central department (Staff Development Organisation) is responsible for PA training.

The Staff Development Organisation is responsible for the design and delivery of training courses for public officers as well as for the overall development of these officers. It also, therefore, manages sponsorships and other initiatives to achieve this aim. In addition it oversees training and development programmes initiated by line ministries and departments, and issues guidelines and standards in this regard.

The Netherlands




The PM Chancellery conducted a number of trainings for future CAF users and prepared a group of trainers in QM for public administration. During the projects on administration modernization there will be training session on public quality for over 800 of people and quality network meetings for over 150 quality managers.

There is no central unit in tax administration in charge of trainings for quality, but in the frame of Quality Management Project a network of trainers will be established.



Portuguese public organisations responsible for providing training on quality are:

  • Central level: National Institute of Administration.

  • Local level: Centre of Studies and Local Training;

There are some private organizations that also provide training in quality issues for PA: training enterprises, sector-based associations, quality associations, etc.

Examples of training areas: public management and quality; public reception and professional behavior; public organization and administrative procedures simplification; organizational communication; evaluation models, etc



In our country, several institutions provide training programs in the field of quality in the public administration: Central Unit for Public Administration Reform (Ministry of Interior and Administrative Reform), National Agency for Civil Servants, National Institute for Administration, Academy of Economic Studies, and National School for Political and Administrative Sciences.

For example, from 10-20 March 2008, National Civil Service Agency and SIGMA organised a joint initiative of the OECD and the European Commission, principally funded by the EC ( having the general objectives:

  • To make participants familiar with the key elements of quality management in the public sector

  • To present different instruments and frameworks to promote quality in public services and implement quality-oriented policies in the public sector

The General Topics

  • Quality as a policy issue in the public sector performance

  • Instruments, techniques and frameworks to enhance quality of public services, including, ISO 9001, Service Charters and Balanced Scorecards.

  • Assessment of the quality of governance in public service organisations

Target Groups

  • Top managers and politicians at local and regional levels.

  • Quality managers in other public agencies at local and regional levels

Slovak Republic

Yes, CAF Model trainings and EFQM Excellence Lessons

CAF Model trainings:

  • 2 – day basic training of the CAF Model 2006

  • 3 – day training on process mapping

  • 1 – day training on benchmarking/ bench learning

  • 5 – day training on CAF Manager

EFQM Excellence Lessons:

  • 2 – day basic training of the EFQM Excellence Model



Training for QM is organized by Administration Academy of the Ministry of Public Administration, as special PA training unit.

The catalogue of the Administration Academy for 2007 listed as many as 13 different programs on the subject of Quality of administrative work:

  • Common Assessment Framework (CAF) for assessment of quality for public sector,

  • Self-assessment workshop for internal auditors based on the CAF model,

  • Basic course on self-assessment based on the EFQM model,

  • Workshop for self-assessment based on the CAF model for internal auditors (public sector),

  • The road to excellence with a help of the modified model CAF 2006,

  • A consultation meeting by internal auditors in public administration,

  • Managing quality – motivational lecture,

  • Introduction of quality ISO 9000 system – workshop on the preparation of quality manual,

  • Training for internal Auditors,

  • Managing processes for the implementation of quality,

  • Methods and techniques for management of quality,

  • Quality of administrative work - mission, visions and goals,

  • Achievement of Efficiency Effectiveness with help of measures and indicators.

It is fit to mention that in 2002 the Quality Committee defined the content for training for quality which is based on the necessary competences for quality, and with this in mind the Administration Academy offered a set of seminars, which are constantly updated and supplemented, with a possibility to organize also of tailor-made seminars, upon a demand.




The Spanish Agency for the Evaluation of Public Policies and Quality of Services is responsible for providing training on quality management to the public organisations of the three levels of the administration. So far, since 2000 more than 5,000 civil servants have received training in quality management and assessment models.

National Institute of Public Administration (INAP) has several programmes for training managers and other employees that include some courses on quality management systems.
At REGIONAL LEVEL, Public Administration Schools of the Autonomous Communities are responsible for training for QM in its administrations.

The Spanish Municipalities and Provinces Federation (FEMP) through the Committee of Modernisation and Quality, promotes the use of quality management systems in the Municipalities. FEMP coordinates training for QM in municipalities in cooperation with National Institute of Public Administration and Spanish Agency for the Evaluation of Public Policies and Quality of Services.



United Kingdom

Training for QM forms part of a much wider initiative around the skills needed for modern public administration. See

LL regarding Training for QM

A lesson learned is that the importance of training is pivotal for the dissemination of models like CAF. Even though they are self-help tools it takes some level of training to be able to take an active part in the process of self-assessment.


High quality training provides an establishment of a sustainable, effective, client-oriented, professional administration.


The research done by the State Chancellery in 2007 indicates that there is intensive demand for methodological help, guidance and benchmarking projects among public institutions, that shows that the supply is far from satisfactory.


Training helps employees develop a sense of ownership, but it needs to be supported by providing backing from management.


There’s a demand for training in various aspects of QM since in a great number of PA institutions a special post was set up – a plenipotentiary for quality. Those civil servants (though already selected due to their capabilities) need more expertise and possibilities to raise their qualifications and exchange experiences with colleagues from administration and quality experts.


Senior managers, politicians from the local and central level are more and more interested in using quality management instruments for increasing the quality of public administration.


  • The configuration of training programmes for QM quality cannot be made in a harmonised way; it must be adapted to the particular situation and needs of each public unit.

  • Training programmes must be reviewed regularly in order to adapt them to the present and future challenges for the administration

  • Training activities have to be drawn on a practical basis, including good practices of other administrative units.

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