Service Design and Delivery in a Digital Age - Academies for EaP countries - Topic 3


The SIGMA Programme and GIZ, in the framework of the Eastern Partnership Regional Fund for Public Administration Reforms are co-organising a series of academies on service design and delivery in a digital age. This series of events aims at strengthening the foundations for improved public governance and public administration capacities by fostering exchange and synergies (at the national, regional and EU level). 

A first academy dedicated to user-centric design and delivery of public services was organised in Paris (6-10 February 2023) and focused on the importance of good administration and the inclusion of principles in legislation (law or administrative code), administrative simplification and burden reduction, data-protection, human-centric design thinking and delivery. The second academy took place in Chișinău, Moldova (22-26 May 2023) and focused on ‘digital transformation’.




As part of the collaboration between SIGMA and the GIZ Regional Fund for the Eastern Partnership, senior civil servants from the 5 Eastern Partnership countries participated in the third academy focused on quality management tools and systems, held in Tbilisi, Georgia on 4-8 September 2023.


Days 1 and 2: Common Assessment Framework (CAF) training

During the first part of the academy, in-depth training was provided on the Common Assessment Framework (CAF). The CAF is a total quality management (TQM) tool based on the Excellence Model of the European Foundation for Quality Management (EFQM). The CAF has been specifically designed for the development of TQM tools in public sector organisations, starting with a self-assessment of their organisational performance. Since the launch of the first version in 2000 and the revised versions in 2002, 2006, 2013 and 2020, nearly 2000 registered organisations in many European countries, EU Institutions and more have implemented the CAF.

Besides the methodological and conceptual part of the academy co-delivered by SIGMA and the European CAF Resource Centre of the European Institute of Public Administration, practical experiences were provided by Polish colleagues from the Chancellery of the Prime Minister and the Ministry of Climate and Environment. The Georgian Public Service Hall presented their experience from a regional perspective in the area of quality management, in particular with the CAF.


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Day 3: ISO and process management in the public sector

The second part of the training focused on ISO and process management in the public sector with the aim to provide the participants with an overall understanding of synergies between the approaches.


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Day 4: Business Process Re-engineering and Management

The third section of the programme was dedicated to Business Process Re-engineering and Management (BPR/BPM). Here colleagues from the Ministry of Justice and Public Administration of Croatia shared their recent experience in the area.


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Day 5: sustainable quality management approach in their countries

The SIGMA Paper - Service design and delivery in the European neighbourhood policy East region, published end of 2022, indicated the practice in the different countries related to a systemic use of quality management approaches is still limited. During the academy the countries presented some of the latest initiatives.  Moreover during the last day country teams worked on the reflection and development of launching a sustainable quality management approach in their countries. 





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