Citizen‘s Charter

Modernization of Public Administration Department (Odbor modernizace veřejné správy)

» czech » english »

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)