The European Institute of Public Administration (EIPA), together with the OECD/SIGMA Programme and GIZ, is advancing a major regional initiative to embed sustainable quality management in public administrations across the Eastern Partnership (EaP) countries. The collaboration forms part of the project “Towards a Sustainable Quality Management Approach in the Eastern Partnership Countries”, implemented under GIZ’s Public Administration Reform in the Eastern Partnership Countries III programme, commissioned by the German Federal Ministry for Economic Cooperation and Development (BMZ).
As the home of the European CAF Resource Centre, EIPA plays a leading role in providing methodological guidance, training, and peer-learning support to partner countries. Together with GIZ’s on-the-ground implementation experience and SIGMA’s expertise in governance reform, the initiative is helping public administrations in the EaP region to institutionalise the Common Assessment Framework (CAF) as a core tool for performance improvement, transparency, and service excellence.
Building a Sustainable Quality Culture
The programme follows a phased approach, from building foundations and developing excellence to piloting innovation. Activities include CAF Academies, national workshops, and pilot projects that support institutions in adopting CAF-based systems and cultivating a culture of continuous improvement.
By bringing together the strengths of EIPA, GIZ, and SIGMA, the project moves beyond one-off initiatives to foster long-term institutional excellence. It marks a significant step toward embedding evidence-based quality management in public administration, ultimately strengthening good governance and citizen trust across the region.
Country Initiatives Across the Eastern Partnership
Ukraine
Under the leadership of the Centre for Adaptation of the Civil Service to the Standards of the EU, within the National Agency of Ukraine on Civil Service, Ukraine launched a CAF pilot at the Kyiv Administrative Service Centre (TSNAP). The initiative includes a full self-assessment and improvement plan. An international conference, “CAF as a Strategic Tool for Modern, Resilient, and Citizen-Oriented Public Administration,” brought together senior officials and experts to exchange best practices and reaffirm Ukraine’s commitment to administrative excellence.
Moldova
In Moldova, several key institutions, the State Chancellery, Public Services Agency, and e-Governance Agency (EGA), are implementing CAF pilots with expert support from EIPA and SIGMA. A fourth pilot with the Ministry of Finance will launch next year. Together, these projects are establishing a national foundation for sustainable quality management in the Moldovan public sector.
Armenia
Armenia’s CAF journey began with EKENG, the state enterprise managing e-governance infrastructure. Having completed its self-assessment and quality roadmap, EKENG’s pilot is followed by a new initiative with the Civil Service Office, which coordinates civil service reforms. These efforts demonstrate Armenia’s growing focus on integrating quality management into public sector modernisation.
Azerbaijan
In Azerbaijan, cooperation with the State Examination Centre (SEC) focuses on strengthening institutional capacity for civil service recruitment, promotion, and evaluation. The SEC’s digital transformation and internal quality assurance initiatives align closely with CAF principles, reflecting the country’s commitment to professional and transparent public administration.
Georgia
Georgia’s Public Service Hall (PSH), managed by the Public Service Development Agency (PSDA), is among the first public institutions in the country to apply the CAF. The PSH aims to enhance service quality and citizen orientation, setting a strong example for other Georgian organisations.
Regional Collaboration and Learning
A regional event, “Learning on Quality Management with CAF,” held in Warsaw in April 2025, gathered participants from Armenia, Georgia, Moldova, and Ukraine to exchange experiences in self-assessment, action planning, and CAF reporting. Across the EaP region, national CAF correspondents have been appointed and awareness campaigns launched to prepare public institutions for CAF piloting and expansion.
Driving Lasting Change through Partnership
Through this collaboration, EIPA and its partners are empowering EaP administrations to move from ad hoc improvements to sustainable, systemic quality management. By embedding the CAF model and creating regional networks of practitioners, the project contributes to resilient, accountable, and citizen-focused governance, a goal at the heart of EIPA’s mission to strengthen public administration across Europe and its neighbouring regions.
