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Purpose and Benefits

From CAF Network

The CAF aims to be a catalyst for a full improvement process within the organisation. The aim is better services for the citizens, because implementing the CAF helps to increase the quality of services for the customers and thus citizens’ satisfaction.

It supports public administrations to:

  1. introduce the culture of excellence;
  2. progressively implement the PDCA (PLAN, DO, CHECK, ACT) logic;
  3. carry out the self-assessment process in order to obtain a comprehensive organisation check;
  4. come up with a diagnosis that shows the strengths and improvement areas helping the definition of improvement actions.

In addition, the following benefits of the CAF are recognised by many users:

Tailor-made for the public sector: It is the European quality management model developed by public administrations for public administrations.

Common language: It allows staff and managers to discuss organisational issues together in a constructive way. It promotes dialogue and benchlearning among public administrations.

People involvement: The self-assessment process is the basis for the systematic involvement of people in the improvement of the organisation.

Evidence-based improvement: It stimulates public sector organisations to gather and effectively use information and data.

No external costs: The CAF is available free of charge, promoted by the European CAF Resource Centre and the network of National CAF Correspondents.

External feedback available: A common procedure was defined by the CAF network in 2009 to provide recommendations delivered by External Feedback Actors for the further development of the organisation and to be recognised as an effective CAF user.

Moreover, the European model CAF2020 incorporates the lessons learned and results of the following:

  • Toolbox – Quality of Public Administration, European Commission, 2018
  • Embracing Innovation in Governments Global Trends, OECD 2018
  • OECD Declaration on Public Sector Innovation, 2019
  • The Principles of Public Administration, SIGMA OECD, 2019
  • EPSA – European Public Sector Award, EIPA
  • Observatory of Public Sector Innovation (OPSI), OECD