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Public Research Centre Henri Tudor Authors : Sabina KLIMENTOVA, Claire Navarra, Rémi Fabbri

Towards an improvement of Luxembourg public administration of quality: the implementation of Citizen Charter. Public Research Centre Henri Tudor Authors : Sabina KLIMENTOVA, Claire Navarra, Rémi Fabbri

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Public Research Centre Henri Tudor Authors : Sabina KLIMENTOVA, Claire Navarra, Rémi Fabbri

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  1. Towards an improvement of Luxembourg public administration of quality: the implementation of Citizen Charter Public Research Centre Henri TudorAuthors : Sabina KLIMENTOVA, Claire Navarra, Rémi Fabbri APPA M International Conference « Improving the Effectiveness of Public Services »27-29 June 2011, Moscow, Russia

  2. Summary Introduction Management situation and sensemaking concepts Engagement process for an action Matrix Citizen Charter’s origins Citizen Charter in Luxembourg Conclusion Sabina Klimentova

  3. Introduction In 2006, the Ministry of Civil Servant and Administrative Reform in Luxembourg started a continuous improvement program dedicated to Luxembourgish public administration. Designed matrix  impact of the Citizen Charter Citizen Charter in Luxembourg  Citizen Charter: tool of management, communication tool for an administration The Citizen Charter has been first promoted in 2008 on the Luxembourg Quality Day… Sabina Klimentova

  4. Management situation and sensemaking concepts Management Situation engages actors in an action that is produced by different actors and is undertaken in different context. « Participants must, within a given period, carry out a collective action that will lead to a result subjected to external judgment » (Girin, 1990) Sensemaking Theory is the creation of common sense to reach a common action (Weick) The sensemaking is an engagement process that brings into play the confrontation of subjective interpretation of actors that are engaged in the situation. (Goffman) Sabina Klimentova

  5. Engagement process for an action In the framework of an organization, the process change conducts some participants to interact in order to lead an action and to build together a common sense to insure the success of the action. Weick (1993) identified four sources of resilience: improvisation and “bricolage”; virtual system; attitude of wisdom and respectful: Sabina Klimentova

  6. Matrix Sabina Klimentova

  7. Citizen Charter’s origins Citizen Charters in Europe: First implemented in United Kingdom Tool for good Governance 6 constant principles for Europe Objectives: Respecting citizen’s needs Be « people-oriented » Strong relationship Better services « Seven Steps to a Citizen Charter » - guidelines (EUPAN) Sabina Klimentova

  8. Citizen Charter in Luxembourg Citizen Charter’s process in Luxembourg: Relationship between citizens and one administration 4 phases Methodology support Sabina Klimentova

  9. Applying the Matrix to the Luxembourg’s Citizen Charter: Citizen Charter in Luxembourg Sabina Klimentova

  10. Conclusion • New entry point in the research of science management • Designed matrix • History of the Citizen Charter • Implementation of the Charter in Luxembourg • Application of the matrix to the Luxembourgish Citizen Charter Sabina Klimentova

  11. Thank you ! • Sabina Klimentova • sabina.klimentova@tudor.lu Sabina Klimentova

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