3rd Annual RQMC Meeting: Dynamic Dive into Boosting Quality Excellence in the Western Balkans
Stepping forward in unleashing regional quality excellence, the 3rd Annual Meeting unveiled achievements and plans to elevate regional expertise in public administration’s quality management for the benefit of ReSPA Members.
For the RQMC and ReSPA, the last year was exceptional in many areas:
- dynamised CAF institutionalisation and PEF (CAF Feedback procedures) implementation;
- continued capacity building;
- strengthened cooperation with the EU institutions;
- strengthened internal capacities for PEF procedure and more direct involvement in CAF projects (Kick-off presentations, CAF training by ReSPA);
- intensive learning of the technical side of PEF procedures.
In 2023, as part of RQMC activities within the BACID III project, ReSPA successfully implemented the CAF in five institutions, awarded another Effective User Label and conducted six external CAF Feedback procedures based on the interest from the region to obtain prestigious CAF Effective User Labe. We have co-organized training for EFACs with KDZ, Austria, and another regional CAF training. ReSPA PEF Network is constantly growing, consisting of more than thirty certified EFACs at the moment In addition to these programmatic accomplishments, we remain mindful of the broader context of Quality Management. QM serves as a cornerstone of PAR, focusing on the continuous enhancement of public institutions to transform them into modern entities capable of providing efficient services customized for users. As a QM tool, CAF is a potential catalyst for advancing PAR in the region. CAF organizations have successfully initiated a shared understanding and perspective of their entities, incorporating a clear vision for improvement and innovation. This includes embracing modern leadership and tools in human resources management. In summary, we have a positive blueprint in training Western Balkans civil servants to guide their colleagues through PEF and assist in implementing and monitoring CAF," emphasised Director HANDJISKA-TRENDAFILOVA during the opening.
Olivera DAMJANOVIĆ, ReSPA Programme Manager, unveils RQMC plans for the year ahead: “2024 is the final year of the BACID III programme in which we focus on enhancing the internal capacities of the RQMC, with guidance from KDZ, Austria. This involves training sessions with KDZ on PEF, expanding internal capabilities for PEF procedures, and promoting the adoption of good EU practices in maintaining the PEF Network/pool of EFACs. ReSPA is taking part in the PEF revision at the European level led by EIPA, and we will continue strengthening cooperation with EU institutions working in Quality Management, including facilitating peer learning among CAF users. Regarding specific goals, RQMC plans to institutionalise 3-5 CAF projects, conduct several PEF procedures, organise various networking meetings, and promote exchanges with the CAF EU network”.
The Regional Quality Management Centre (RQMC) within ReSPA provides regional expertise in Quality Management and assists public administrations in strengthening their capacities to implement Quality Management tools and systems. Through RQMC activities, ReSPA aims to upgrade administrations' quality management as a prerequisite for better work performance and better public services.
Common Assessment Framework (CAF) is a European Common Assessment Framework, a tailor-made QM tool for better quality in public administration. It is a self-assessment tool used jointly by managers and employees to analyse and recognise their strengths and potential for improvement.
CAF External Feedback Procedure (PEF) leads to the awarding of the "CAF Effective User" Certificate to interested institutions and organisations in the Western Balkans public administration institutions.
