Citizen‘s Charter

Modernization of Public Administration Department (Odbor modernizace veřejné správy)

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Objectives of the second seminar of the service charter project

19-20 June 2006
A joint initiative of the OECD and the European Union, principally financed by the EU
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Objectives

To consolidate the new knowledge.of participants on performance .management concepts
To make you familiar with .consultation techniques
To enable you to implement an .effective complaints system in your .agency

Our performance indicators

Percentage of participants who indicate that they have a clear understanding of basic performance management concepts at the end of the seminar.
Conformance of planned consultation approach in your agency with agreed criteria for good practice
Satisfaction of your users with your complaints system

Our targets

First objective:
100 percent of the participants should have a clear understanding of basic performance management concepts at the end of the seminar.
Second objective:
70 percent of first draft of consultation plans drawn up after the seminar should be fit for Purpose. 100 percent of the consultation plans should be fit for purpose after the critique of the trainers.
Third objective:
No more than 20 percent of your users who complain in your agency should be dissatisfied with the feedback provided by your agency.