CAF Study 2011

Five Years of CAF 2006: From Adolescence to Maturity – What Next?
A study on the use, the support and the future of the Common Assessment Framework

The purpose of the study is three-fold: (a) to collect information on the use of CAF and the dissemination and support in the Member States; (b) to analyse whether there is a need to improve the CAF model itself; and (c) to look for new opportunities to further spread its use.

Two questionnaires were developed: one for CAF national correspondents and one for the CAF users. Both questionnaires integrated the three research questions. The questionnaire for the CAF NC collects answers on these questions as follows. Firstly, The CAF NC report on the dissemination of and the interest for the CAF in their country. Secondly, they provide us with information on the support of the CAF. Last but not least, they give us their views on the future of the CAF and how the CAF model could be improved. The second questionnaire gathers information on the experiences and views of the CAF users. Firstly, we get an insight into their experiences of implementing the CAF. Secondly, we learn about their successes and failures. Thirdly, the CAF users give us an idea of what the CAF 2012 could look like.

This research report consists of two substantial parts. The first part presents the results of the CAF NC survey, the second part those of the CAF users’ survey. The report ends with an overview of the main conclusions and the main points for attention from both surveys.

You can find the complete study EN - FR
You can find an executive summary EN - FR

Survey & Annexes
Survey in English
Information on the criteria and sub-criteria of the CAF 2006
Information on the ten steps to improve organisations with CAF

Language versions AT CZ DE ES FR GR HU NL IT LT PL PT RO SI SK NO

A common European quality management instrument for the public sector

developed by the public sector.

The Common Assessment Framework (CAF) is a result of the co-operation among the EU Ministers responsible for Public Administration. A pilot version was presented in May 2000 and revised versions were launched in 2002 and 2006. A CAF Resource Centre (CAF RC) was created at the European Institute of Public Administration (EIPA) in Maastricht following the decision of the Directors General in charge of public service. It works in close cooperation with the network of CAF national correspondents.

The CAF is an easy-to-use, free tool to assist public-sector organisations across Europe in using quality management techniques to improve their performance. The CAF is a total quality management (TQM) tool which is inspired by the major Total Quality models in general, and by the Excellence Model of the European Foundation for Quality Management (EFQM) in particular. It is especially designed for public-sector organisations, taking into account their characteristics.

The model is based on the premise that excellent results in organisational performance, citizens/customers, people and society are achieved through leadership driving strategy and planning, people, partnerships, resources and processes. It looks at the organisation from different angles at the same time; a holistic approach to organisation performance analysis.

Structure

The CAF has four main purposes:

To introduce public administrations to the principles of TQM and gradually guide them, through the use and understanding of self-assessment, from the current “Plan-Do” sequence of activities to a full fledged “Plan-Do-Check-Act (PCDA)” cycle;
To facilitate the self-assessment of a public organisation in order to arrive at a diagnosis and improvement actions;
To act as a bridge across the various models used in quality management;
To facilitate bench learning between public-sector organisations.

Highly appreciated in the CAF implementation is the involvement of staff. CAF is a joint project for management and staff and very often CAF is the first occasion in which management and staff meet to discuss the state of affairs of the organisation and the options for the future in order to improve efficiency and effectiveness.

The use of CAF in Europe

Over the past 10 years, nearly 2000 public sector organisations all over Europe have used the model and the number of CAF Users is still growing.

In 2009, the CAF External Feedback has been created to further support organisations in using the CAF most effectively in their future quality management journey. This procedure carried out by peers and experts in TQM aims at providing external feedback on the introduction of total quality management with the help of CAF, not only relating to the self-assessment process, but also regarding the path organisations have chosen to attain excellence in the long run.

This website provides all the available information at European level. We invite you to discover it and to contact us if you need further information.

Quality Development in the Field of Justice Patrick Staes and Nick Thijs Published: 2008	CAF - Movie Caf Resource Centre Published: 2007
CAF - pour un service public de qualité Editors: Elisabeth Dearing, Patrick Staes, Thomas Prorok Published: 2006	CAF works - better service for the citizens by using CAF Editors: Elisabeth Dearing, Patrick Staes, Thomas Prorok Published: 2006
CAF - wirkt – mehr Service und Leistungsqualität für alle Editors: Elisabeth Dearing, Patrick Staes, Thomas Prorok Published: 2006	Quality Management Tools in CEE Candidate Countries: Current Practice, Needs and Expectations Christian Engel Published: 2003

Patrick Staes (BE) Seconded National Expert Fields of Specialisation: Public management; quality in the public sector; Common Assessment Framework (CAF); consulting services.	Nick Thijs (BE) Lecturer Fields of Specialisation: Public management reform; comparative public administration; public sector quality management; quality models and techniques (Common Assessment Framework – CAF); consultancy services.
Ann Stoffels (BE) Programme Organiser

Director's welcome Organisation Board of Governors Management Our experts Eipa Corporate video Legal notice	Annual Report 2011 Annual Report 2010 Annual Report 2009 Annual Report 2008 NEN-EN-ISO 9001:2008
In fulfilling its core mission to provide relevant and high quality services to develop the capacities of public officials dealing with EU affairs, EIPA works along three lines: Learning & Development, Consultancy and Research.