6. Speyerer Qualitätswettbewerb -

Improve public services. Sign up for 3QC now.

Questions that need answers.

3QC Programme

Tuesday 14 September 2004

Wednesday 15 September 2004

Thursday 16 September 2004

Friday 17 September 2004

3. Europäische Qualitätskonferenz für öffentliche Verwaltungen

15, 16 and 17 September 2004
De Doelen Concert and Congress Centre Rotterdam, the Netherlands

Programmheft als pdf-Dokument

Improve public services

Questions that need answers

Far beyond the usual programme

Register

3QC Programme

Curious about the 3QC themes and sessions? Read on to learn about the challenging programme in detail. Join us on our inspirational three-day journey to make opportunities work. Meet colleagues, experts and keynote speakers such as Mr Al Gore, Mr Nikiforos Diamandouros and Mr Miha Pogacnik. You will be among 1,200 policymakers and practitioners from Europe and beyond. Sign up now at www.3qconference.org. We offer you food for discussion as well as the best value for money.

Here are some of today's challenges. Is good leadership essential for successful quality improvement? How to become an effective leader? Talking about citizens: how do you organise feedback? What are useful e-gov applications? Partnerships make sense, but where do you find your "partner-in-crime"? Another hot issue is change management: learn about managing chaos and implementing successful change management programmes. Is there such a thing as management without measurement? How do you apply (total) quality models successfully and how to make a selection? Will this lead to higher quality or to additional accountability procedures? Do you know how to establish cost effectiveness? Learn how to inspire people and how to get inspired and stay inspired! So many questions! 3QC will give you answers. Use the track advisor at www.3qconference.org and select your favourite sessions.

Far beyond the usual programme.

Plenary sessions - High-level keynote speakers will share their views with you.
Agora discussions - Experts will dwell on current subjects in interactive sessions.
Master classes - Aspects of excellent service or business operations will be dealt with in intensive learning sessions.
Workshops - all EU member states have selected best practice cases to be presented in workshops. Hear about successes and failures.

Parallel to these sessions and during intervals you can meet with friends and colleagues at the Doelen Interaction Square. Here you will find the Vision Theatre, Interaction Café, Conference Expo, Internet facilities, Message Boards and Meeting Points.

Register now. 3QC offers you the best value for money.

The participation fee is € 600, including free entrance to all sessions and activities at the conference venue, lunches, coffee and tea breaks, the welcome reception at Museum Boijmans van Beuningen (14 September), the social dinner at the Cruise Terminal (16 September), all located in Rotterdam. You simply cannot afford to miss 3QC. Register now at www.3qconference.org. Hotel reservations can be made here as well. Any questions about 3QC? Send an e-mail to the 3QC Project Team at info@3qconference.org

Book your seat for 3QC!

Programmheft als pdf-Dokument

19.00 - 21.00

Welcome reception, Museum Boijmans van Beuningen, Rotterdam

08.30 - 09.30	Registration and coffee
09.30 - 10.00	Opening ceremony with HRH Prince Constantijn of the Netherlands, and Minister for Government Reform and Kingdom Relations/ Deputy Prime Minister of the Netherlands, Mr Thomas de Graaf
10.00 - 10.30	Plenary with Mr Al Gore, former Vice President of the USA, on changing culture and working methods
10.30 - 11.00	Coffee break and visit to Interaction Square
11.00 - 12.15	Master classes
	Being pragmatic: The introduction of a total quality model
	CAF basics: What is it and how to use it
	School improvement: Self assessment and self sufficiency
	Call, click and communicate: Better health services through a multi channel approach
	Government online
	ICT's value in linking offices
	Multidimensional benchmarking: The balancing act
	The American Customer Satisfaction Index
	Administrative reform and training: trade unions and employers join forces
	Resistance to organisational change
	Managing the Diversity Maze: Lessons for the Public Sector
12.15 - 12.30	Comfort break
12.30 - 13.15	Workshops
	Continuous quality improvement Pirkanmaa Hospital - Pirkanmaa Hospital District - Finland
	Front & back office reform to improve services - Sintra Town Council - Portugal
	The Pyramid Project: a high-quality welcome - Etablissement public du musée du Louvre - France
	Achieving sustainable strategy execution - Estonian Health Insurance Fund - Estonia
	Tekes: successful team-based process management - National Technology Agency Tekes - Finland
	Network project learning from and with another - Head Office of the District Rohrbach - Austria
	Digiflow - Indemnity Fund for the closing-down of firms - Belgium
	ITACA Project: Integrated services in Alcobendas - Ayuntamiento de Alcobendas - Spain
	From electronic archiving to knowledge management - Chambre des Députés - Luxembourg
	Coordination in illegal fishing fight - Subdelegacion Gobierno - Spain
	How to develop a more citizen-friendly municipality - Municipality of the City of Dortmund - Germany
	Innovative experience, better justice - National Probation Agency - Portugal
	Accelerating excellence - London Borough of Tower Hamlets - United Kingdom
	Transforming the Irish Revenue - Irish Revenue - Ireland
	The competition for "The most friendly office" - Office of Civil Service - Poland
	Amend Staff Regulations for European Civil Servants - DG Personnel and administration - European Commission
13.15 - 14.40	Lunch
14.40 - 15.05	Plenary with Mr Yves Cannac, member of the French Economic and Social Council on fostering partnerships
15.05 - 15.35	Coffee break and visit to Interaction Square
15.35 - 16.50	Agorae
	Creating a citizen-centred government: The contribution of citizen charters
	e-Future
	The leadership talk show
	How to get rid of internal red tape
	Avoiding a new divide
16.50 - 17.00	Comfort break
17.00 - 18.00	Plenary with Mr Miha Pogacnik, violinist, innovative performer, entrepreneur and Cultural Ambassador for Slovenia on inspiration and communication

09.00 - 09.30	Registration and coffee
09.30 - 09.55	Plenary with Mr Nikiforos Diamandouros, European Ombudsman on citizen perspective
09.55 - 10.10	Comfort break
10.10 - 11.25	Agorae
	Digitalisation, but then what?
	Upgrading our cities
	The public relations department: Handling the media
	Politics and the striving for lesser bureaucracy
	Crisis! Serving organizational change
11.25 - 11.55	Coffee break and visit to Interaction Square
11.55 - 12.40	Workshops
	Quality Policy of Masarykova Hospital - Masarykova Hospital in Ústí nad Labem - Czech Republic
	Smart saving through Strategic Management - Administrative District of Osnabrück - Germany
	Improvement of client service at local government - Mayor's Office of the 13th district of Budapest - Hungary
	Internet-based CAF Management System - Public Administration Organizing and Civil Service Office - Hungary
	To create the future together - Kaiserin Elisabeth Spital - Austria
	More and better inspection, less administration - Swedish Association of Local Authorities - Sweden
	"e-Day" in North Jutland - The Digital North Denmark - Denmark
	Increasing citizen-involvement through e-vote - Municipality of Amaroussion - Greece
	Decentralized Management of Learning - Cyprus Academy of Public Administration - Cyprus
	Partners in road traffic safety - Swedish National Road Administration - Sweden
	Shopping for knowledge - Albeda College of Business Studies, Commerce Department, the Netherlands
	Development of Education Quality Management System - Ministry of Education and Science - Lithuania
	"Nocturne", Daily nocturnal home haemodialysis - Dianet Dialysis centres - the Netherlands
	An excellent quality service for non nationals - Garda National Immigration Bureau - Ireland
	Meeting customer needs in the Danish CCA - Danish Commerce and Companies Agency - Denmark
	Toxicological Database of Soil (BDT) - Puglia Regional Administration Authority - Italy
12.40 - 14.00	Lunch
14.00 - 14.45	Workshops
	Municipality of Ballerup: Open and Challenging - Ballerup Kommune - Denmark
	LIS 21 pilotage information and communication system - Flemish Pilotage - Belgium
	Patient focus - the key to improvement of care - Department of Internal Medicine, Höglandshospital - Sweden
	Executing strategy at Electronics Centre Electronics Centre - Finnish Defence Forces - Finland
	Implementing a Central Population Registry (CPR) - Ministry of the Interior / ZMR Support Unit - Austria
	Towards a paperless Public Service - Department of IT Services, Ministry of Finance - Cyprus
	Integrating and e-Enabling Services - Department of Social and Family Affairs - Ireland
	Social Security electronic services - Greek Social Security Institution - Greece
	Building a Civil Servants' training system - Ministry of the Interior - Lithuania
	Police action in cases of domestic violence - Haaglanden Police - the Netherlands
	Single phone number for all administrative info - Centre interministériels de renseignements administratifs - France
	Reception Desk - Malbork Police Station - Poland
	Liverpool Council Renaissance - Liverpool City Council - United Kingdom
	Transforming learning - Fir Vale School - United Kingdom
	Local Democracy Award for Public Administration - Centre for Community Organisation - Czech Republic
	Managing knowledge in the midst of change - Agenzia del Demanio - Italy
	Improving performance with a Quality Charter - DG Budget - European Commission
14.45 - 15.00	Comfort break
15.00 - 16.15	Master Classes
	CAF Self-assessment and beyond: Involving management and people in improvement actions
	CAF and the Balanced Scorecard: connected and compared
	Koalaty Teams in education: Involve everyone in quality improvement
	A government that helps to think
	e-Government pays off
	Charter Mark: Putting the customer first
	Performance related pay: Can it work in Public Administration?
	The police force: Steering on performance contracts
	Leadership the Eleanor Roosevelt way: Timeless strategies for success
	Managing sickness absence
	The breakthrough method: Fundamental improvements in patient care
	Surprise session!
16.15 - 16.45	Coffee break and visit to Interaction Square
16.45 - 17.10	Plenary with Ms Tiina Randma-Liiv, Member of the Academic Council of the President of Estonia on the challenges of the new EU member states
19.00 - 23.00	Social dinner in the Cruise Terminal, Rotterdam

Speyerer Qualitätswettbewerb

09.00 - 09.25	Plenary with Mr Oldrich Martinu, Deputy Police President of the Czech Republic on leadership
09.25 - 09.40	Comfort break
09.40 - 10.25	Workshops
	The Quality System of the State General Laboratory - State General Laboratory - Cyprus
	Quality Management in health care institutions - State Inspectorate of medical audit - Lithuania
	The use of the balanced scorecard in Oslo Prison - Oslo Prison - Norway
	Satisfaction Surveys oriented towards benchmarking - Servicio Navarro de Salud - Spain
	Quality and Environment in Waste Management - LIPOR - Portugal
	eFormat Legislation (eLEX) for eGovernment - Ministry of Home Affairs - Hungary
	Data exchange between official registers - Ministry of the Interior - Slovenia
	Reducing the digital divide in Information Security - Ministry of the Economy - Luxembourg
	Performance contracts for senior public officials - Office of the Prime Minister - Malta
	"Safe Locality" - Protecting property and people - Ministry of the Interior - Czech Republic
	The participative audit - Ministere de la Communaute Francaise - Belgium
	Making tax easier for you - Directorate General for Taxes - France
	Involving employees in a transformation process - Federal Office for the Recognition of Foreign Refugees - Germany
	G2B - services to businesses - INPS - Italy
	The bottom-up approach to simplification - Secretariat General - European Commission
	Consumer friendly services in Tax Administration - Sierpc Tax Office - Poland
10.25 - 10.40	Comfort break
10.40 - 11.05	Plenary with Mr Erkki Liikanen, European Commissioner for Enterprise and Information Society on E-government
11.05 - 11.20	Comfort break
11.20 - 12.20	Closing plenary with prof dr Christopher Pollitt, dr Elke Loeffler and prof dr Geert Bouckaert giving policy conclusions and trends on the basis of all 3QC sessions
	Mr Rob Kuipers, Director General Public Service Management on making opportunities work
12.20 - 12.35	Closing ceremony with Mr Turunen, Finnish representative for 4QC
12.35 - 13.00	Closing reception with sandwiches at the Interaction Square

Click here to book your seat now! See you at 3QC!
www.3qconference.org

3QC is organised under the aegis of the Directors General of Public Administration of the EU Member States. The Conference is hosted by the Dutch Ministry of the Interior and Kingdom Relations.

Stand: 03.12.2004