Innovative Public Services Group

The focus of the Innovative Public Services Group is the quality improvement of public services. It aims at developing new tools and activities to support this goal in the Member States.

Current themes of the IPSG meetings include:

• further development of the Common Assessment Framework (CAF), an EFQM-based quality management model
• benchmarking by means of exchanging good practices
• measurement of customer satisfaction in public administration
• quality conferences for public administrations in the EU

The Innovative Public Services Group is part of the EPAN network ((European Public Administration Network), which in Austria is chaired by the head of Section III of the Federal Chancellery – Public Service and Administrative Reform. Other permanent working groups of the network are the e-Government Group and the Human Resources Working Group.