“CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges”

1. Government of the Azores Vice-Presidency “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” Hélio DiasCAF and SIADAPRA Regional Coordinator “International Conference on Implementation of the Common Assessment Framework” Thessaloniki, on 10 & 11 June 2010

2. 2 “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” - Introduction Summary • Regional Administration of the Azores – Context and Government Structure (2 slides) • CAF Enforcement in the Regional Administration of the Azores – Strategy (4 slides) • CAF Enforcement in the Regional Administration of the Azores – Results (4 slides) • Quality measured by CAF in a holistic context of measuring the organizational and individual performance – Challenges (5 slides)

3. 3 “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” - Context • Azores is aPortuguese archipelago, in the Atlantic Ocean, composed of nine islands • The Autonomous Region of Azores is one of the two autonomous regions in Portugal • Population: 244.780inhabitants • Regional administration workers: 18.260 (represents 15% of the azorean workforce)

4. 4 “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” - Government Structure

5. “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” - Strategy • 9th Azores Regional Government Programme (2005-2008) • Regional Plan for Quality Promotion in Public Services Strategic Vectors • Public Service • Citizenship • Companies Citizens Assessment Audit (Self) Assessment

6. 6 “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” - Strategy Regional Legislative Law – DLR nº 14/2008/A New System of measuring performance in the Azores Autonomous Public Services: Integrated System for Management and Evaluation of the Performance for Public Regional Administration of the Azores (SIADAPRA) 2008 • Government Regulation nº 2/2006 • Order to create Quality Promotion Groups • Obligation of Self-Assessment in each organization • Periodically schedule 2006 Few experiences with CAF in some services • Regional Executive Law (DLR nº 29/2005/A) • Self Assessment for Regional Educative Sector (QUALIS) • To adapt CAF examples to Public Educative Sector • Obligation of Self-Assessment in all public schools of Azores • Periodically schedule 2005 2004-2005

7. 7 “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” - Strategy General Coordination Government Vice-Presidency Regional Directorate for Organization and Public Administration • To attend the implementation of CAF, permanently coordinating with theQuality Promotion Groups • To train all members of theQuality Promotion Groups and Self Assessment Teams, in 2006-2007: • 20 training sessions - 12h (363 participants) • 1 Workshop (163 participants) • CAF Manual for regional administration (available at www.vpgr.azores.gov.pt), considering the specificity of the azorean strategy • To follow up the Improvement Actions Plans 2004-2008

8. 8 “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” - Strategy Department Coordination Quality Promotion Groups - 8 (Self) Assessment Teams (EAA) – 155 [CAF - 117+ Qualis (Schools) – 38] • To follow up the implementation • To coordinate the Self Assessment Teams • To follow up the Improvement Actions Plan • To report to General Coordination the Improvement Actions Plan in a quarterly basis • To develop the Self Assessment in each Organization • To prepare the Improvement Action Plans • To send the Final Report to the Department Coordination

9. 9 “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” - Results Self Assessment Organizations - Results

10. 10 “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” - Results Improvement Actions Identified

11. 11 “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” - Results Balance of the 316 Identified Improvement Actions

12. 12 “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” - Results Objectives Achieved • Overall collaborators’ involvement in the Improvement Process • Discovery of the strengths and improvement areas • Measurement of the progress over time, through periodic self- -assessment • Integration of various quality initiatives into normal “business” operations • Management by processes and facts • Knowledge of the direction to follow for improvement activities • Self Assessment, thefirst step to execute the Integrated System for Management and Evaluation of the Performance for Public Regional Administration of the Azores

13. “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” - Challenges Future Challenges • To implement the new System of measuring performance in the Azores Autonomous Public Services • To apply CAF on the context of the new system • Compare results (benchmarking) and experiences (Benchlearning)

14. 14 “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” - Challenges SIADAPRA 3 subsystems SIADAPRA 1 Measuring Organizational Performance SIADAPRA 2 Measuring Individual Managers Performance SIADAPRA 3 Measuring Individual Workers Performance Tools Methodologies Instruments QUAR (Evaluation and Responsibility Chart) BSC Activities Plan CAF or Qualis Performance Evaluation Form Performance Evaluation Form • Excellent Performance • Good Performance (only 20% could be Relevant in each annual management cycle, 5% of these could be recognized as excellent • Satisfactory Performance • Non Satisfactory Performance • Excellent Performance • Relevant Performance (only 30% could be Relevant in each annual management cycle, 5% of these could be recognized as excellent • Satisfactory Performance • Non Satisfactory Performance Excellent Performance Relevant Performance (only 30% could be Relevant in each annual management cycle, 5% of these could be recognized Satisfactory Performance Non Satisfactory Performance Evaluation Performance in the end of each year cycle

15. “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” - Challenges SIADAPRA 1 - Measuring Organizational Performance How are services evaluated in each annual management cycle? • By results obtained • Results of effectiveness • Results of efficiency • Results of quality • By internal Quality processes implemented • Implementing action plans provided by a process of quality tools application, in particularly CAF. • By internal and external recognition • Workers Satisfaction • Clients Satisfaction • Internal and external audits • Certification and accreditation processes • Government Member recognition

16. 16 “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” - Challenges

17. “CAF Enforcement in the Regional Administration of the Azores – Strategies and Future Challenges” - Challenges SIADAPRA 1 - Measuring Organizational Performance Which are the directly main consequences of being excellent in each annual management cycle? • The services with best results obtained and quality processes implemented could expect being recognized as Excellent on that annual management cycle inside of their Government Department. • Services with Excellent performance in an annual management cycle, are authorized to increase their relevant and excellent percentages for managers and workers performance to 40% and 10% respectively in the new annual management cycle, with practical effects on their professional careers.

18. Thankyou for yourattention! For more informationspleasecontact helio.jt.dias@azores.gov.pt orgo towww.vpgr.azores.gov.pt