Presentation given by SIGMA 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. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.

2. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
The need for a (strategic) reflection …
and alignment with the PAR agenda ?
(why a roadmap?)

3. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
✓ Support for Improvement in Governance and Management
✓ A joint initiative of the OECD and EU for over 30 years, principally funded by the
EU
✓ Part of the Directorate for Public Governance and Territorial Development
(GOV), SIGMA contributes to the wider OECD public governance agenda.
✓ Overall objective is to support public governance reforms and strengthen the
capacity of public administrations.
4
SIGMA ?

4. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
¬ Albania
¬ Bosnia and Herzegovina
¬ Kosovo*
¬ Montenegro
¬ Republic of North
Macedonia
¬ Serbia
¬ Türkiye
¬ Armenia
¬ Azerbaijan
¬ Georgia
¬ Republic of Moldova
¬ Ukraine
Western Balkans and Türkiye European Eastern Partnership
¬ Algeria
¬ Egypt
¬ Jordan
¬ Lebanon
¬ Morocco
¬ Tunisia
¬ P.A.
European Southern
Neighbourhood
Geographic scope – 19 countries
* This designation is without prejudice to positions on status, and is in line with United Nations Security Council Resolution 1244/99 and the Advisory Opinion of the International Court of Justice on the Kosovo's
declaration of independence.

5. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. What role is SIGMA playing :
QM/CAF in the Principles of Public Administration?
6

6. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Thematic areas
7
Policy
development and
co-ordination
■ Centre-of-government
■ Policy planning
■ Policy making
■ Consultation
■ Policy implementation and evaluation
■ Parliamentary scrutiny
Public service and human resource
management
■ Employment framework
■ Recruitment
■ Top managers
■ Motivation and working conditions
■ Professional development, performance and
talent management
Public financial management
■ Budget formulation
■ Budget execution
■ Budget reporting
■ Internal audit
■ Internal control
■ Procurement laws
■ Procurement
operations
■ PP review
■ External audit
■ MLG-Fiscal autonomy
Service delivery
and digitalisation
■ Users at the centre
■ Streamlined, quality services
■ Accessibility
■ Digitalisation

7. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
8
Policy
development and
co-ordination
■ Centre-of-government
■ Policy planning
■ Policy preparation
■ Consultation
■ Policy implementation and evaluation
■ Parliamentary scrutiny
Public service and human resource
management
■ Employment framework
■ Recruitment
■ Top managers
■ Motivation and working conditions
■ Professional development
Public financial management
■ Budget formulation
■ Budget reporting
■ Budget execution
■ Internal audit
■ Internal control
■ Procurement tools
■ Procurement review
■ Procurement
operations
■ External audit
■ Fiscal autonomy
Service delivery
and digitalisation
■ Users at the centre
■ Streamlined, quality service
■ Accessibility
■ Digitalisation

8. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Structure
9
270
Sub-principles
32
Principles
6 thematic areas
of Public Administration
270
sub-indicators
32
composite
indicators
6 area averages
(high-level indicators)
Policy framework
Measurement framework
1500 criteria

9. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Use of the Principles of Public Administration
> Periodic SIGMA monitoring (assessment against the Principles)
> Preparation of national reform strategies for development of public administration
> EC progress reports, EU accession dialogue, budget support planning etc.
> Use by technical assistance projects
> Potential use as self-assessment tool
> Not limited to the SIGMA partner countries
10

10. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Some reflections on QM/CAF and PAR

11. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Mainstreaming: some brief reflections comparing PAR - CAF
• Focus on CoG (top-down)
• Institutionalised approach
• Challenge: how to disseminate
get buy-in from others
PAR
« horizontal and vertical dissemination and integration of concepts, values , practices
…culture/mindset »
▪ Bottom-up
▪ Lot’s of practices in line-ministries / not
central levels
▪ Challenge: how to get to the top / CoG
CAF
=> From small to big, few to a lot, specialised to general

12. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
▪ CAF in Policy / Strategic plans ? (see WB and EaP) ?
▪ CAF in leadership competency profiles, skills sets?
▪ What’s in for me as leader….intrinsically but also platform,
showcasing,…
- Work on CAF added value (CAF works 3.0)
- Create platforms for users/potential users
Top management – CoG alignment
13
Challenges – lessons learned

13. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
▪ Principles of excellence – the final goal or conditio sine qua
non ?
▪ CAF is PAR in practice!
• Values / principles on a daily / organisational level
• Illustrations, cases “how things can be done“(Link
with ‘toolbox” )
Selling the values - USP
14
Challenges – lessons learned

14. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. SIGMA experience
> Need for a strategic approach (roadmap)
> Need for coordination and engine
> Need for exchange, learning, capacity building
> WB6 in close cooperation with ReSPA
> EaP in close collaboration with GiZ Eastern Partnership Fund
> MENA region
15
Request in new principles

15. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Setting the context for Quality Management
and CAF in Public Administration EaP – How to
build a sustainable CAF strategy?

16. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. STEP 1.....

17. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. ...STEP 2...

18. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. ...STEP 3...

19. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. ...STEP 4...

20. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. ...STEP 5...

21. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. ...STEP 6...

22. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Let`s translate this into building blocks....

23. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Suistainable QM Development - Roadmapping
25
Building block 1: Assuring top level political committment
Building Block 2: Implementing quality management in public administration - CAF
application with initial capacity building actions
Building Block 3: Capacity Development in Public Administration
Building Block 4: Involvement of different stakeholders in introducing and promoting
Quality Management and citizens/client Orientation (CAF & ISO)
Building Block 5: Defining role, mandate, and strengthening capacities in introducing,
coordinating, and promoting Quality Management - National CAF/Excellence Centre
Building Block 6: Monitoring, evaluation, and learning towards continuity and
sustainability for Quality Management dynamics in public administration
Alongside the building blocks:
Quality Management Communication Plan

24. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Project support overview - 5 work packages/phases
Initiation
Assuring QM understanding by
the decision makers and
informing about next steps in
the project on the short and
longer term.
Exchange & learning
Facilitating the
establishment of
cooperation between EaP
and WB
Capacity Building
In-depth training on CAF Enabling
the selected CAF pilots to
conduct the SA with expert
support; determining project
leaders and coaches.
CAF Piloting
Piloting CAF in 4 EaP
countries after training
in Maastricht I
CAF e Tool support
Consultancy for
introduction of a CAF e-
tool and its application.
O1 O2 O3 O4 O5

25. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Work Package 1
Assuring QM understanding by the decision makers and informing about next steps in
the project on the short and longer term.
March – April 2024, online, hybrid and in person via GIZ coordinators
> Assessing the status quo (QM trends) & design customized online work sessions.
> Prepare informative presentations, case studies, and relevant materials to facilitate knowledge sharing during the online
sessions.
> Co-facilitate the online meetings and sessions alongside experts from GIZ and SIGMA.
> Moderate discussions and contents management, address queries, and facilitate collaborative activities to maximize
participant engagement.
> Document key insights, discussions, and action points from the online sessions

26. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Work Package 2 - In progress as we speak!
> Facilitating the establishment of cooperation between Eastern Partnership and Western Balkans on
QM, and CAF in particular, delivery of sessions on QM and CAF in person.

27. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Work Package 3
April - Mai 2024 (prep actions)
Training: June 10 – 14 the Netherlands, European CAF Resource Centre at the European Institute of Public
Administration, Maastricht
> CAF in-depth tailor-made training through specialized training sessions
> Develop a standard profile and expectations for the coaches/project leaders, to be clearly communicated at an
early stage, thus securing most suitable candidates for this role.
> A tailor-made approach will be applied for Georgia. Inviting the new pilot from with PSDA to Maastricht CAF ToT
training?
> Specific training needs from Ukraine?
In-depth training on CAF for EaP selected institutions. Enabling the CAF pilots to conduct the self-
assessment in their own organization supported by the external experts; determining project leaders
and potential coaches who will be responsible for the self-assessment within the organization on an
operational level.

28. Management meetings
Initial counseling to stakeholders
and project team members
Specific needs of the
organisation
Defining the timeline for each
country, roles and tasks
Training materials & preparation for the
CAF training and follow up actions of
the self-assessment phase (e tool)
Adapting the examples
CAF Training for the pilot institutions
or Train-the Trainers in case of
higher maturity
Preparing the consensus + execution +
SA report drafting
Sett up of CAF project plan &
communication plan
Translation of CAF 2020?
Meetings with decision makers and
management of the CAF institutions
Preparing the improvement plan
workshop.
Co-moderation and mentoring with CAF
Project Lead in the respective
country/public institutions, if online
How to execute the improvement plan
workshop.
Co-design the final Action Plan
†
Project
Initialization and
Planning
CAF e tool
custum-made
Training and
Mentoring
+remote
+Helpdesk
On-site visits
Work Package 4: Piloting CAF in 4 EaP countries after training in Maastricht
Key moments
Piloting, mentoring
& on-site visits
CAF core group meetings:
definition of key aspects before the
CAF training and self-assessment
(SA)
CAF/QM Event execution & follow up

29. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Possible Timeline for in-country visits, incl. QM Events
Georgia – approach to be clarified based on status and needs
Ukraine – approach to be clarified based on status and needs; online CAF
day, online training, event?
April/May – September
27 - 31, May 2024 (Georgia)
1 – 5 July, 2024 (Moldova)
2 – 6 September, 2024 (Armenia)
23 -27 September, 2024 (Azerbaijan)
Objective:
✓ Mngt meeting
✓ SAG training
✓ Project planning
✓ Event

30. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
DAY 3

31. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.

32. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Module 6: Preparing for the concrete next steps
✓ Engaging in the process of securing buy-in from political and senior-level stakeholders by
effectively communicating the value and significance of the initiative, emphasizing its
strategic importance and benefits: targeted meetings, presentations, and discussions to
garner support and commitment.
✓ Identifying and selecting suitable pilot projects to be used in the “experimental phase” for
implementing the initiative.
✓ Developing and refining comprehensive CAF (Common Assessment Framework) materials
tailored to the needs and context of the initiative.

33. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Systematic approach vs Islands of excellence:
While islands of excellence may showcase pockets of success, a systematic approach
offers broader benefits such as consistency, efficiency, scalability, and resilience,
making it a more robust strategy for sustained performance and growth.
35

34. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Suistainable QM Development - Roadmapping
36
Building block 1: Assuring top level political committment
Building Block 2: Implementing quality management in public administration - CAF &
ISO application with initial capacity building actions
Building Block 3: Capacity Development in Public Administration
Building Block 4: Involvement of different stakeholders in introducing and promoting
Quality Management and citizens/client Orientation (CAF & ISO)
Building Block 5: Defining role, mandate, and strengthening capacities in introducing,
coordinating, and promoting Quality Management - National CAF/Excellence Centre
Building Block 6: Monitoring, evaluation, and learning towards continuity and
sustainability for Quality Management dynamics in public administration
Alongside the building blocks:
Quality Management Communication Plan

35. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
37
Looking back to our brainstorming
session on QM Roadmapping
September 2023, Tbilisi

36. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
38

37. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
1.Informing the chairman about CAF (Senior Level buy in)
2.Approval + informing o.o.P
3. ASSAN assessment meeting (existing)
4. Mandate of ASSAN & Capacity Building
-Letter of Chairmain to o.o.P (madate) & Establishment of a
Steering Committee
-Establishment of the CAF Centre & Capacity building
IMPLEMENTATION
Pilot selatcion
ASSAN assessment and scaling up
New pilots
ToT
REPEAT

38. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
1. Approval by the Government – PAR, Service
Delivery
2. Working Group - CAF
3. Action Plan? (2022 – 2025) Survey, Index,
CAF
4. Role/Mandate CAF Centre - Capacity
Building
Past trainings and numbers (need to update?)
Risk assessment
Comms plan
Practical expirience

39. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
> 1. Top level political committment: arguments, workshops
and advocacy
> 4 Involvement of different stakeholders: mapping,
establishing QM committee,...., regular meetings
> 2 National CAF/Excellence Centre – Decision CAF Centre
(State instt.), strenghtening the capacities, budgeting
> 3 Implementing QM with capacity building: Assessment of
knowledge level, programme development, trainings,
mentoring, partnership
> 2 MEL: periodic assessment, implementing lessons,
knowledge sharing

40. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
CMU
Coordination Committee
CMU Centre NAUCS
Methodological recommendations
Training/Educational Plan
Offer network and coaching programmes
Invite other instittuins
Create CAF coordinators network (?)
Exchange and presentation of cross-
institutional expririences?
ToT , Coordination Network
Define mandate and workplan
Interinstitional Exhange
MEL creation
Annual Network Exchange

41. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
> Guiding questions & next steps based on the project trajectory

42. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Guiding questions & next steps
Countries:
> Where is QM embedded in the PAR strategy/policy framework?
> Is there an Action Plan, and if yes, which actions & indicators?
> Is there a lead institution being appointed to lead the QM dynamic?
> QM position/tasks integrated into organization's structure?
> National CAF Centre?
> Who are the contact points/decision makers we need to have the (online) meetings with (relation with
workpackage 1)
> Is there the need to reflect about a possible Coordination Committee?
Project support:
> Agree on meetings with the teams in countries
> Prepare the materials
> Conduct the meetings
> Conclusions and follow up actions
Building block 1: Assuring top level political committment

43. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Guiding questions & next steps
> Building Block 2: Implementing quality management in public administration - CAF
application with initial capacity building actions
Countries:
- Do we know which institutions will take part in the capacity building in Maastricht in June
2024?
- Is there the managerial committment that the appointed persons will lead the CAF process
in their institutions (CAF Project leaders)?
- Is there the managerial committment that the institutions will apply CAF after the training,
with Project support?
- What is the timeline for CAF implementation in the pilots institutions?
Project support:
- Based on actions in Building block 1 – support in meetings and shaping core messages
towards the management
- Providing a profile description for the CAF project leaders & pilot institutions
- Providing the CAF training in Maastricht & follow up actions (relation to workpackage 3)
- Support the CAF implementation (relation to workpackage 4)
-

44. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
46
Building Block 3: Capacity Development in Public
Administration
Countries:
What is existing?
Who are our partners in training provision?
Can we add our CAF modules?
Which immediate actions to be undertaken?
Project:
Provision of training materials for the SAGs (elevating)
Probably next year actions
This one to be parked as of today, but checking the inventory is possible?

45. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
47
Guiding questions & next steps
Building Block 4: Involvement of different stakeholders in introducing and
promoting Quality Management and citizens/client Orientation (CAF and ISO)
Countries and Project:
- Are the presented dates for the country visits acceptable?
- Who is taking the lead in organising the QM event (link with the CAF National Centre & QM
Commitee?)
- Who will be invited?
- Coordination Committee? If so, can we organise a signing ceremony during the event?
- What can we present during the QM event?
- Will we invite new CAF pilots?
- Do we have a team to work with the project on preparing the QM event along with the country-visi

46. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
48
Communicate!
Alongside the building blocks:
Quality Management Communication Plan
Countries and Project:
What is feasible and what is a must to communicate?
- CAF Website
- CAF Broshures
- Using the existing CAF trainings/modules/tutorials/brochures of the CAF
Network & translate?
- Internal & external communication on CAF?
- CAF round tables & events?

47. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
Next steps:
- Countries to confirm the dates of the on-site visits
- General capturing of the guiding questions
- Reporting on ReSPA visit
✓ Reflections and lessons learned
✓ Major next steps
✓ Getting in touch with countries representatives and kicking off all phases