## Citizen‘s Charter

Modernization of Public Administration Department (Odbor modernizace veøejné správy)
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### Second seminar, 19-20 June 2006

CZECH REPUBLIC, Implementation of the Pilot Programme on Service Charters
Directors: Prof. Salvador Parrado and Dr. Elke Löffler
SIGMA - Support for Improvement in Governance and Management
A joint initiative of the OECD and the European Union, principally financed by the EU

#### Organisers

- SIGMA, which is a joint initiative of the OECD and the European Commission, principally funded by the EC (www.sigmaweb.org)

#### General Objectives

- To consolidate the new knowledge of participants on performance management concepts
- To make participants familiar with consultation techniques
- To enable participants to implement an effective complaints system

#### General Topics

- Basic concepts of performance management
- Complaints systems
- Consultation techniques

#### Target Groups

- Top managers and politicians at local and regional levels.
- Quality managers in public service organisations.
- Managers of strategic planning and citizen participation units in the public sector

#### Programme - Day 1

- `9'15-9'30` Objectives of the seminar
  Identifying the objectives, performance indicators and targets for this session
  (see presentationSeminar2No1)
- `9'30-10'15` Defining the target groups of the service charters
  Results of the stakeholder mapping exercise
- `10'15-11'15` Locating the charter project within a hierarchy of objectives
  Results of the 'hierarchy of objectives' exercise
- `11'15-11'30` Coffee Break
- `11'30-13.00` Workshop: What will charters be like in practice?
  Session I: evaluating the draft charters from a users' perspective (with plenary feedback)
  (see documentation provided for kick-off seminar in May)
- `13'00-14'00` Lunch
- `14'00-15'30` Workshop: What will charters be like in practice? (continued)
  Session II: evaluating charters from the organisation's perspective (with plenary feedback)
  (see documentation provided for kick-off seminar in May)
- `15'30-15'45` Coffee break
- `15'45-16'30` Consulting with your staff on the draft charter
  Brief presentation by Elke Löffler
  Plenary discussion
  (see presentationSeminar2No2)

#### Programme - Day 2

- `9'15-10'00` Making complaints systems work
  Presentation by Salvador Parrado
  Questions and answers
  (see presentationSeminar2No3)
- `10'00-10'45` The complaints system in the Municipality of Chomutov
  Presentation by Jarmila Mravcova
  Questions and answers
  (see presentationSeminar2No4)
- `10'45-11'00` Coffee Break
- `11'00-12'30` Workshop: Assessing the complaints systems in your organisation
  Identifying strengths and weaknesses of the complaints system in the pilots
  Developing an action plan for the implementation of a well-functioning complaints system
  Group discussion
  (see presentationSeminar2No5)
- `12'30-13'30` Lunch
- `13'30-14'15` Consulting effectively with the target group of your charter
  Presentation by Elke Löffler
  Questions and answers
  (see presentationSeminar2No6)
- `14'15-14'30` Coffee Break
- `14'30-16'00` Planning the next steps
  Consulting with your staff on the draft charter
  Consulting with the respective target group(s) on the draft charter
  Revising the charter in the light of feedback received
  Communicating the final charter to staff and target group(s)