Presentation given by Montenegro at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.

1. MONTENEGRO
CAF
in Ministry of public administration
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02
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Marija Hajduković
general director Directorate for Strategic Planning in Public Administration,
international cooperation and IPA funds
Ministry of Public Administration

2. Agenda - MONTENEGRO
01 STATE OF PLAY IN MONTENEGRO
02 IMPLEMENTATION OF QUALITY MANAGEMENT (CAF MODEL) IN MINISTRY
03 OUR STORY
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04 ACTIVITIES FOR 2024

4. STATE OF PLAY IN MONTENEGRO
 The Ministry of Public Administration established the
Directorate for Quality Management in Public
Administration
 Development of the Roadmap for Quality Management
& Communication plan 2024-2026 (in cooperation with
ReSPA )
 Appointed national CAF correspondent for Montenegro
 Trained 4 EFAC officers on PEF procedures
 Implementation of quality management (CAF model) in
MJU
 Coordinating body for quality management in public
administration

5. STATE OF PLAY IN MONTENEGRO
 Signed agreement on cooperation with the Chamber of Commerce
 Participation in the Coordination Committee for Quality
Management of the Chamber of Commerce
 Cooperation with the Regional Center for Quality Management in
ReSPA
 Cooperation with international institutions in terms of quality
management (EIPA, EUPAN, EPSA, SIGMA)
 Promotional activities aimed at raising awareness and strengthening
capacities (trainings, conferences, meetings, preparation of
promotional materials)
 Financial support from EU funds (through Sector Budget Support
and the Grown Plan for the countries of the Western Balkans)
 Recognition of project sustainability through IPA in the provision of
services

6. It is necessary to organize the first meeting with the management of the institution, so that
everyone has a clear picture of the project
The process
Projected task
CAF Manager Program
CAF Team
CAF Self-Assessment Group
CAF experts and facilitators
 CAF Kick off meeting
Support of the institution's management is crucial!

7. What we done:
 Customisation of CAF Questionnaire
 Training and Self Assessment
 Two Check-In Meetings
 Consensus Workshop
 Briefing management
 Improvement Plan Workshop
 3-4 waves of consultations and alignment
What is left to do:
 Implementation CAF Improvement Plan
 Monitoring and reporting
 Aplication for CAF label
CAF Improvement Plan

8. CAF Improvement Plan
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Starting point: Self-
Assessment and over 2000
Improvement Action
including strengths and
improve areas
2 Prioritization of CAF
Improvement Action led to
136 Actions
3
Fine-Tuning led to 18 CAF
Action Packeges and 9 Quick-
Wins

9. Most of the activities are related to human resources and
communication:
 Periodic coordination meetings with all employees at the level of
directorates and directorates
 Define the unified set form of the form (ppt presentation, which font)
 Set up a box for citizens - anonymous suggestions/complaints and the like,
in places provided for that
 Update the employee file with all relevant information about the skills and
competencies of employees (formal and informal education - with and
outside of work) in order to obtain a realistic state of available capacities
within the organization
 Determine periodic appointments where they would present to the
officials a summary (3-5 minutes) of the trainings/study visits/meetings
that they went through as representatives of the Ministry of Public
Administration from various areas and scope of the Ministry of Public
Administration
 Inform the employees of the MPA to update their personal files in order to
create a list of the trainings that all employees have undergone, and
regularly update the same list and make it available to all employees
 Improve the visibility of the donor matrix and the matrix of international
agreements (publish publicly on the web portal and through social
networks/portals)
CAF Improvement Plan - Quick Wins (time limit 3 months)

10. OUR STORY - CAF MODEL IN MINISTRY
The word of the employees:The opportunity to hear everyone's voice and a chance to contribute to the development of the organization

11. Power of seeining and feeling the story
CAF - sa engleskim prevodom.mp4 (dropbox.com)

13. THANK YOU FOR YOUR
ATTENTION!
MARIJA HAJDUKOVIĆ
MINISTRY OF PUBLIC ADMINISTRATION
MARIJA.HAJDUKOVIC@MJU.GOV.ME