Subcriterion 5.2

Deliver products and services for customers, citizens, stakeholders and society

CAF Model

Criteria

Criterion 5

Subcriterion 5.1

Subcriterion 5.2

Subcriterion 5.3

This subcriterion assesses how organisations develop and deliver their services/products in order to satisfy the needs of the citizens/customers by involving them.

Drawing on the expertise and creativity of citizens and civil society will foster an efficient, effective and innovative public sector, delivering innovative services and products at a fair cost and a focus on the once-only principle. In order to enhance the quality of services and products, the role of citizens/customers at three levels can be very beneficial considering co-design, co-decision and co-production: Co-producing services increases the sustainability of quality because the production becomes co-owned and because the way of producing becomes more transparent, more understandable and therefore more legitimate and satisfying.

Examples

• a. Identify and design the products and services of the organisation and actively manage the full lifecycle including recycling and re-use.
• b. Use innovative methods for developing customer-oriented and demand-driven public services and focus on the once-only principle.
• c. Apply diversity and gender management to identify and meet needs and expectations.
• d. Involve citizens/customers and other stakeholders in the design and delivery of products and services, and in the development of quality standards.
• e. Promote the products and services of the organisation and ensure appropriate information to assist citizens and customers.
• f. Promote accessibility to products and services of the organisation (e.g. online accessibility of services, flexible opening hours, documents in a variety of formats e.g. on paper as well as an electronic version, appropriate languages, posters, brochures, Braille and audio notice boards).
• g. Use customer surveys, complaint management procedures and other forms of feedback to identify potentials for optimising processes, products and services.

The term citizen/customer is used to emphasise the dual relationship between the public administration on the one hand, the users of public services, and on the other hand, all the members of the public, who as citizens and taxpayers have a stake in the services and their outputs.