The Federal Public Service for Social Integration (FPS SI / POD MI) was founded in 2003. In order to increase client and employee satisfaction, the new president wanted to make a management plan for the whole POD MI. This implied that the input of all employees was needed. Thus, a participative and integrated approach was envisaged. The participative approach to a management plan that is owned and shared by all employees has led to an increase in service delivery, client satisfaction and employee motivation. In addition, an integrative approach to the management plan is achieved by utilising the input of different management instruments such as Balanced Score Card, satisfaction surveys, risk analysis and CAF exercises.
Each employee needs to have a clear understanding of how he or she contributes towards the fulfilment of the organisation’s mission and vision. This is realised via a so-called iterative funnel-approach, whereby a management plan is developed by firstly discussing the mission, vision and values of the organisation with all employees. Secondly, the strategic axes are discussed and strategic goals are developed. The final step is to decide on operational goals and to discuss processes, projects and initiatives. This approach guarantees the maximum involvement of all employees.
This approach was followed in order to create the first and the second management plan (2004-2006 and 2007-2009). Currently, a third management plan (2010-2012) is in the process of development. This time the explicit input of our main partners is also demanded, as well as adding an extra dimension, namely the strategic goals to which each employee contributes directly in his/her so-called development dossier containing individual goals and individual training schemes.
By 2008, general client satisfaction had risen to 64.4 % as well as an increased rate of employee satisfaction of 59.6 %.
|Award category:||leadership and change|
|Sector:||Public health and social welfare/affairs|
|Type of activity:||community and stakeholder participation|
|Keywords:||CAF, strategic planning, participation|
|Short English description:||The participative approach to a management plan that is owned and shared by all employees has led to an increase in service delivery, client satisfaction and employee motivation.|
|Organisation:||Federal Public Service for Social Integration (FPS SI / POD MI)|
|Level of government:||national level|
|Size of organisation:||>100|
|Number of people involved:|
|EU membership:||EU member|