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Innovation in Public Services for Customer Satisfaction

This program focuses on best practices and strategies for improving customer satisfaction in public services. Key topics include citizen charters, customer satisfaction measurement, strategic management, and demographic change.

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Innovation in Public Services for Customer Satisfaction

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  1. EUPAN Troika Secretariat26 March 2007, BerlinInnovative Public Services Group (IPSG)

  2. IPSG-Meetings Expert Conferences Mid-Term Programme CAF Customer Satisfaction Measurement 5QC Citizen Charters Best Practices Working Areas

  3. 07.02.2007 Expert Conference on „Strategic Management at the national level“, Berlin 08./09.02.2007 IPSG-Meeting, Berlin 02.05.2007 Expert Conference on „Demographic Change – Challenge for the Public Sector“, Brühl 03./04.05.2007 IPSG-Meeting, Bonn Expert Conferences and IPSG-Meetings

  4. 08./09.02.2007 IPSG-Meeting, Berlin - first discussion - subsequently email questionnaire to collect target proposals from MS - presentation of results and further discussion at the next IPSG meeting on 3./4.05.2007 Mid-Term Programme

  5. 22./23.02.2007 Meeting of the CAF Working-Group in Cologne Main agenda points: - Validation – the way forward, - 3rd CAF user event in Portugal, - CAF eTool, - Benchlearning - CAF-Video CAF Working Group

  6. Meeting of the Expert Group on 27 March 2007, Berlin Agenda: - Presentation of Policy Paper - Presentation of UK Guidelines on Customer Insight - Decision on IPSG Product and Clients - Proposal on how to present the product to DGs´ and Ministers´ Meetings Customer Satisfaction Measurement

  7. Scheduled to take place in Paris in September 2008 Intensive Discussion during IPSG meeting Establishment and first meeting of a Sub-Group on the 5QC on 19 March 2007 5QC

  8. In the second IPSG-Meeting with HRWG and e-gov regarding common themes OECD EGPA EPSA (European Public Sector Award), opening ceremony took place on 14 March 2007 in Berlin Cooperation

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