CAF
Result Criteria CAF is the European Common Assessment Framework for better Quality and Governance in Public Administration. It is built on 9 criteria. The 4 result criteria assess the performance and impact of the organisation.
Citizen/Customer-oriented Results 6.1 Perception measurements through e.g. customer surveys: Results on the quality of products and services, external impact of the organization, citizen participation and transparency.
6.2 Performance measures of e.g., waiting and processing times, compliance with published performance standards, availability and accuracy of information, etc.
People Results
7.1
Perception measurements through employee surveys, e.g. how is the image and the overall performance of the organization, regulation of internal communication, working atmosphere, career and competence development, knowledge management, etc.
7.2 Performance measurements of employee-related internal indicators such as training and development, motivation, performance, ability to respond to customer needs.
Social Responsibility Results 8.1 Perception measurements Impact of the organization on the quality of life of customers/citizens through surveys, e.g.: economic development, sustainability, climate change, quality of democracy, etc.
8.2 Performance measurements Measurement of our social responsibility e.g.: Protection and preservation of resources, support of socially disadvantaged people, relationship with authorities, social groups or organizations, and exchange of knowledge with stakeholders.
Key Performance Results 9.1 External results: Results and benefits for society through e.g. Benchmarking results. Results of the implementation of administrative reforms. Results of external controls and audits.
9.2 Internal results: Efficiency level Efficiency of the organization, e.g. in the use of resources, results of innovation processes, results of controls and audits, cost-effectiveness.
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