CAF National Correspondents

Armenia	Ms Ruzanna Khachatryan	Civil Service Council of Armenia 89 Teryan str. AR 0009 Yerevan www.csc.am
Austria	Ms Sandra Kastenmeier	Federal Chancellery III/9/a Unit for Civil Service Innovation Ballhausplatz 1 AT 1010 Vienna www.bka.gv.at
Austria	Mr Thomas Prorok	CAF-Center Zentrum für Verwaltungsforschung Guglgasse 13 AT 1110 Vienna www.caf-zentrum.at
Belgium	Mr Manu Breynaert Mr Jean-Marc Dochot Ms Isabelle Verschueren	Federal Public Services Personnel and Organisation Organisational Development 51 rue de la Loi BE 1040 Brussels www.publicquality.be
Bosnia and Herzegovina	Mr Kenan Avdagic Ms Mubera Begic Mr Stasa Sihrovsk	Public Administration Reform Coordinator's Office (PARCO) Vrazova 9 BA 71000 Sarajevo http://parco.gov.ba/en
Bulgaria	Ms Mimi Yotova Galina Mutafchiyska	Institute of Public Administration 6-8 Serdica Str. BG 1000 Sofia www.ipa.government.bg/bg/za-centra http://quality.government.bg/en
Cape Verde	Mr Alfredo Pina	Secretariat of State of Public Administration Directorate General for Public Administration (DGAP) Department of Human Resources Rua Cidade do Funchal Meio da Achada de Sto. António
China		Chinese Academy of Governance (CAG) N° 6 Changchunqiao Road Haidian District Beijing
Cyprus	Ms Lenia Orphanidou	Ministry of Finance Public Administration and Personnel Department CY 1443 Nicosia www.mof.gov.cy/mof/papd/papd.nsf
Czech Republic	Ms Lenka Svejdarova	Ministry of the Interior Department for Public Administration Náměstí Hrdinů 3 CZ 14062 Prague 4 www.mvcr.cz/kvalita
Denmark	Ms Rita Smedegaard Andersen	Ministry of Finance Agency for the Modernisation of Public Administration Landgreven 4 P.O. box 2193 DK 1017 Copenhagen K www.modst.dk
Dominican Republic	Ms Johana Guerrero Carrero	MAP - Ministerio de Administraciones Públicas Directora Innovación en la Gestión Departamento de Innovación en la Gestión www.map.gob.do
Estonia	Ms Karin Närep	Ministry of Finance Public Governance Policy Department 1 Suur-Ameerika EE 15006 Tallinn www.fin.ee
Finland	Ms Aila Särmälä Ms Marika Tammeaid	State Treasury Services supporting financial administration and management Sörnäisten rantatie 13 FI 00054 Helsinki www.statetreasury.fi
France	Ms Céline Pelletier	Ministère du Budget, des Comptes publics, de la Fonction publique et de la Réforme de l'Etat Direction générale de la Modernisation de l'Etat (DGME) - Service Innovation Télédoc 817 64 Allée de Bercy FR 75572 Paris Cedex 12 www.modernisation.gouv.fr
The Former Yugoslav Republic of Macedonia	Ms Marija Nikoloska	Ministry of Information Society and Administration (MISA) Unit for international cooperation Bvl. Sv. Kiril i Metodija br 54 MK 1000 Skopje www.mioa.gov.mk
Germany	Ms Astrid Stein	Bundesverwaltungsamt Federal Office of Public Administration German CAF-Center DE 50728 Cologne www.caf-netzwerk.de www.bundesverwaltungsamt.de
Greece	Mr Christos Kokkalas	Ministry of Administrative Reform and E-Governance Vassilisis Sofias 15 str GR 10674 Athens www.ydmed.gov.gr
Hungary	Mr Dávid Szabó Ms Julianna Kisné Mátrai	Prime Minister’s Office Department for Public Administration Development Kossuth Lajos tér 2-4 HU 1055 Budapest https://caf.kim.gov.hu
Iceland	Mr Pétur Berg Matthíasson	Ministry of Finance Arnarhvoli IS T150 Reykjavík www.raduneyti.is www.government.is
Ireland		Civil Service HR Directorate Department of Public Expenditure and Reform 7-9 Merrion Row 4th Floor IE Dublin 2
Italy	Ms Sabina Bellotti	Department for Public Administration Corso Vittorio Emanuele 116 IT 00186 Rome www.funzionepubblica.gov.it www.qualitapa.gov.it
Latvia	Ms Jolanta Liepa	State Chancellery Department for Public Administration Development Brivibas blvd. 36 LV 1520 Riga www.mk.gov.lv/lv/content/kvalitates-vadiba
Lithuania	Ms Gitana Jurjoniene	Ministry of Interior Public Governance Policy Department 2 Sventaragio st. LT 01510 Vilnius www.vrm.lt
Luxembourg	Ms Nadine Hoffmann Ms Josée Kappweiler	Ministère de la Fonction Publique et de la Réforme Administrative 63, avenue de la Liberté B.P. 1807 LU 1018 Luxembourg www.fonction-publique.public.lu www.fonction-publique.public.lu/fr/modernisation-etat
Malta	Mr Joseph Bugeja	Office of the Prime Minister Management Efficiency Unit MCE Bldg Level 1, Triq L-Industrija MT 3000 Qormi www.cafmalta.gov.mt www.opm.gov.mt
Norway	Ms Gudrun Vik	Agency for Public Management and e-Government (DIFI) P.O. Box 8115 Dep. NO 0032 Oslo www.difi.no
Poland	Ms Katarzyna Dudzik	Chancellery of the Prime Minister Department of Civil Service al. Ujazdowskie 1/3 PL 00-583 Warsaw www.dsc.kprm.gov.pl
Portugal	Ms Inês Nolasco Ms Teresa Ganhão Ms Cristina Evaristo	Ministry of Finance Directorate General for Administration and Public Employment (DGAEP) Department of Research, International Relations and Communication Rua da Alfândega , 5-2 PT 1149-095 Lisbon www.caf.dgaep.gov.pt
Romania	Ms Vasilica-Valentina Rusen	Ministry of Development and Public Administration (MDPA) Directorate for Public Administration Reform Institutional Reform Service Revolution Square, no, 1A Sector 1 RO Bucarest www.mdrap.ro
Russia	Mr Dmitry Maslov Ms Liliya Nurgatina	Kazan (Volga Region) Federal University 18 Kremlevskaya RU 420008 Kazan www.kpfu.ru www.hspa.kpfu.ru
Slovakia	Mr Ľubomír Plai	Slovak Office of Standards, Metrology and Testing Quality Department Štefanovičova 3 SK 81005 Bratislava 15 www.unms.sk
Slovenia	Mr Vitomir Pretnar	Ministry of Public Administration Development Office, Quality Division Tržaška cesta 21 SI 1000 Ljubljana www.mju.gov.si
South Korea	Mr Sung Jin Woo	EU Programmes (Study Visit Programmes to the European Union) 10 th Fl. Baeksang bldg. Gwanhoon-dong Jongno-gu KR 110-782 Seoul
Spain	Mr Joaquín Ruiz López Ms Begoña Lázaro Álvarez	Ministry for Finances and Public Administration Evaluation and Quality Agency Department of Services Quality c/ Príncipe de Vergara, 108 3ª planta ES 28002 Madrid www.aeval.es
The Netherlands		Ministry of the Interior and Kingdom Relations Postbus 20011 NL 2500 EA The Hague www.minbzk.nl
Turkey	Mr Akin Ak	Prime Ministry Department for Administrative Development Basbakanlik Merkez Bina Bakanliklar TR 06573 Ankara www.basbakanlik.gov.tr
Ukraine	Mr Iurii Kabakov Mr Petro Kalyta	Ukrainian Association for Quality Mykilsko-Slobidska Str., 6-D 020002 Kiev www.uaq.org.ua
United Kingdom		Cabinet Office 70 Whitehall UK London SW1A 2AS www.customerserviceexcellence.uk.com www.cabinetoffice.gov.uk

Organisations

EFQM

Mr Gianluca Mulè

European Foundation for Quality Management (EFQM)
Avenue des Olympiades 2
BE 1140 Brussels
www.efqm.org

EIPA

Mr Patrick Staes

Mr Nick Thijs

Ms Dorina Claessens

European Institute of Public Administration (EIPA)
European CAF Resource Centre
P.O. Box 1229
NL 6211 HE Maastricht
archive.eipa.eu/caf

The Common Assessment Framework (CAF) is a result of the cooperation among the EU Ministers responsible for Public Administration. A pilot version was presented in May 2000 and revised versions were launched in 2002, 2006 and 2013. 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 aims to be a catalyst for a full improvement process within the organisations and has five main purposes:

To introduce public administrations into the culture of excellence and the principles of TQM
To guide them progressively 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

Since the year 2000, 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