This primer points on the relevance of customer focus and the role(s) citizens/customers play in public sector management and gives an overview of different methods and techniques getting an insight into customer's needs, expectation
This brochure, established under the Austrian Presidency, presents 29 excellent CAF applications from 15 countries where the use of the CAF has led to improved results.
Study led by the UK Presidency to examine good practice in the field of diversity across EU public administrations.
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Innovative Case Studies: Focus on Leadership Three case studies were presented at the 2nd UK IPSG meeting in December 2005. All focused on the issue of Leadership and we hope they will provide an opportunity for others to learn from best practice in several countries.
Study led by the UK Presidency to examine good practice in the field of innovative HR practice across EU public administrations.
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Learning Lab on Procurement - Lessons Learnt (2005) The final presentation on the Italian-led study into Procurement - carried out by Consip - was presented at the UK IPSG meeting in December. The key findings from this successful project are available here.
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Overview of citizens charters Papers on citizen charters, being a follow up of the theme discussion under the Autrian Presidency
An update of the survey drawn up during the Irish Presidency 2004 and an enclosed Management Summary of the latest results by the Austrian Presidency.
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Survey on Public Sector Reform Units The Department for Public Administration Reform in the Austrian Federal Chancellery launched a survey from December 2006 to February 2007 on how public sector reform units work in other countries.
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