Practice:Agency for Statistics of Bosnia and Herzegovina (BHAS)
DescriptionDescription of practiceThis case describes experiences in implementation of CAF model and consequently the Client Satisfaction Survey (CSS) in the Agency for statistics of Bosnia and Herzegovina (BHAS). Generally, implementation of CAF model in Bosnia and Herzegovina (BiH) has begun since 2015. The Public Administration Reform Coordinator's Office (PARCO) was the first institution which implemented CAF model in BiH on state level in Bosnia-Herzegovina (BiH). Also, training for a specific number of employees in other public sector organizations in BiH, which have decided to use CAF, was carried out by PARCO in order to provide support to the implementation of this model to a wider range of state institutions, as the Council of Ministers has appointed PARCO to act as National CAF Resource Centre. As BiH is still in a transition phase on its way to EU, the CAF journey was and still is supported by GIZ and in some parts by the British Embassy in Sarajevo.
Innovative approachesInnovative approaches of the practiceThe Statistics Agency has established a working group (WG) for the CAF implementation with 8 members, the president (chairman) and the secretary of the WG. The self-assessment in BHAS was carried out during May and June 2016. For each important phase of CAF implementation in BHAS, the president of the WG informed all staff via email and provided relevant documents/findings. After the completion of this process, 136 improvement activities have been defined, of which 15 as quick wins and 16 as key activities. The lowest CAF scores are given to sub-criteria 1.3 (score 25), sub-criteria 1.2 and 8.2 (score 30). The highest CAF scores, according to CAF model, are given to sub-criteria 2.1 and 4.3 (score 65) and sub-criteria 2.2. To achieve most of the implementation of CAF improvement actions, WG chose a very suitable and consistent approach that implied owner of defined activity, activity leader, team to carry out the activity, defined area for work improvement, specified limitations and human resources required (estimated working days), resources, product/service that will result from activity realization, start date and end date of activity realization. Implementation of CAF action plans facilitates the permanent use of management tools such as user and staff satisfaction surveys, performance management systems, etc.
Results and outcomesResults and outcomes of the CAF implementationThe highest number of quick wins (5), out of 15 as total, are related to leadership, followed by people/employment, resources, etc. Again, 4 key activities, out of 15, are related to leadership, followed by 3 activities on resources and processes, while the others are related to the rest of CAF criteria. By realization of defined quick wins activities, the following results are achieved:
- a set of documents has been created which clearly defines certain procedures,
- accelerated processes of important documents approval,
- duties and responsibilities of staff are defined more precisely, communication between staff and management is improved,
- activities/work become more transparent,
- management meeting with staff are more frequently organized, the number of trainings of staff in BHAS is increased,
- CAF activity was analyzed and the realization plan is prepared.
Improvements in BHAS made on the basis of defined key activities are:
- defined some of important strategic documents (internal acts to prevent conflicts of interest, draft amendments to the Law on statistics prepared, access to some important administrative data sources realized (VAT database),
- developed the Strategy for risks management in BHAS,
- defined procedures on financial management and control, etc.).
Implementation status of defined activities in BHAS at the end of 2017 is as follows: quick wins (9 fully realized i.e. 60%, 5 in progress i.e. 33.3% and 1 to be realized by the mid of 2018 i.e. 6.7%) while for the key activities (6 fully realized i.e. 37.5%, 5 in progress i.e. 31.25% and 5 to be realized in near future i.e. 31.25%). In sub-criteria 6.1 - Perception measurements, within the criteria 6 - Customer-oriented results, activity: „Preparation of a plan for improvement the quality of BHAS products and services by using the results from the Client Satisfaction Survey” has been defined as one of the 15 quick wins activities in BHAS. The Client Satisfaction Survey is one of the most important for official statistics institution, especially because of specificities of statistical system in BiH which is consisted of two entity statistical institutions and the Central Bank of Bosnia and Herzegovina, as official producers of statistical data. In this case, the Client Satisfaction Survey will be presented as one of the most important elements for achieving the results defined as activity for improvement within sub-criteria 6.1, as well as meeting the principles of European Statistical Code Practice (EU CoP) implemented in the European Statistical System (ESS) . Results of this survey will provide improvement of data quality and quality of services offered by BHAS, in segments for which the users were least satisfied. The questionnaire contained 17 questions and covered the following topics: usage and quality of statistical data, usage and satisfaction with BHAS website, satisfaction with the employees and the quality of services, quality assessment of statistical data and demographic characteristics of users. Official presentation of this case will show the main findings of the survey as well as a model developed for measuring the overall satisfaction of the BHAS users. The basic benefits of the proposed activities for improvement through the implementation of the CSS include:
- intensified communication with users of statistical data (customer dedication, meetings with key users),
- improved quality of service based on customer's comments (new website created, availability of databases in appropriate formats on new web site, calendar of publication, data available via social networks, etc.),
- identified areas for improving the quality of statistics through timeliness, accessibility, accuracy and reliability, comparability and relevance to fulfil customer needs (deadlines for publishing statistical results, change the periodicity of producing some statistical indicators (from quarterly to monthly), publishing quality and metadata reports for all published indicators, modernization of data collection process, greater use of administrative data sources, etc),
- Activities defined through adopted Action plan for the establishment and development of Financial Management and Control in BHAS are, to a large extent, consistent with activities defined in Action plan/Improvement Plan in CAF,
- Regarding the compatibility of the EU Code of Practice through CAF, BHAS has mapped all indicators of the EU Code of Practice to the EFQM - CAF Excellence Model criteria and sub-criteria.
Lessons learned from the CAF self-assessment carried out in BHAS (BHAS experiences):
- The CAF model provides a wide range of application options,
- it is flexible - adaptable for professional institutions such as official BiH statistics,
- a self-assessment team of key importance (expertise, knowledge of organization and process, objectivity through realistic fact-finding, good team players, etc.),
- a special role of WG president (chairman),
- adequate management support in implementing CAF models - directly related to the risks for a CAF implementation in a the institution/organization,
- each institution is specific to itself - the experiences of other institutions are welcomed, etc.
Implementation of the CAF in BHAS, and generally in official statistical institutions, has significantly contributed to improving the quality of the processes in statistics as an institution, and its philosophy is entirely applicable to the statistical process (statistical survey as a process). Furthermore, implementation of defined quick wins and key activities directly contributes to improving the quality of statistical survey complying with the principles of official statistics (EU Code of Practice). It is important to emphasize that the next round of CAF implementation will contribute to improving the quality of organization and processes, not only in BHAS, but generally in institutions implementing the CAF model and striving for TQM.
Further informationFurther information of the practiceThis is an application form for a Good Practice Case for the 8th European CAF-User Event.
upload LogoLogo of organisation. Must be a JPG-File
|CountryCountry of the practice||Bosnia and Herzegovina|
|CityCity, town or village||Sarajevo|
|Type of organisationType of organisation||Government Ministry (national, regional)|
|Function of organisationFunction of organisation||Administration|
|Size of organisationSize of organisation|
|Level of governmentLevel of government||Central Government (national, federal)|
|OrganisationName of Organisation||Agency for Statistics of Bosnia and Herzegovina (BHAS)|
|DepartmentDepartment of the organisation|
|AddressAddress of the organisation||Zelenih beretki 2643° 51' 29.02" N, 18° 25' 43.57" E|
|ZIPZIP code (postal code)||71000|
|CityCity, town or village||Sarajevo|
|WebsiteLink to the Website of the Organisation||www.bhas.gov.ba|
|EmailEmail of Organisationemail@example.com|
|PersonName of contact person||Velimir Jukić|
|Job titleJob title of the contact person||MSc.|