Transcript TQS Faenza workshop, 5-6 November 2009 Survey: What do the terms 'general interest' and 'services of general interest' mean in different countries, regions and.

TQS Faenza workshop, 5-6 November 2009
Survey:
What do the terms 'general interest' and 'services
of general interest' mean in different countries,
regions and cities?
What does quality in social services mean in
different (local) contexts?
TQS in SSGI
TQS Faenza workshop , 5-6 November 2009
1. « Social Services of General Interest » (1)
• no concrete definition of "SSGI" in most member states,
regions
• however, frequently: basic understanding, in society, on
what kind of services should fall into this category
• in several cases partially defined and regulated through
national and regional legislation
TQS in SSGI
TQS Faenza workshop , 5-6 November 2009
1. « Social Services of General Interest » (2)
Service domains:
care for elderly, children, disabled;
Social security
social re-integration and prevention,
employment
specific services for orientation on and re-integration
into the labour market of disadvantaged persons,
social housing ...
Actors: public, private, social private…
Health and education are not in every partner territory
considered as being “social services (of general interest)”.
TQS in SSGI
TQS Faenza workshop , 5-6 November 2009
1. « Social Services of General Interest » (3)
More specific definition:
-
TQS in SSGI
SSGI are based on fundamental rights and principles.
SSGI serve the whole community.
SSGI contribute to social cohesion.
TQS Faenza workshop , 5-6 November 2009
1. « Social Services of General Interest » (4)
National/regional/local particularities:
- Italy: Law 328 "Framework law for the realization of an
integrated system of social interventions and services"
 Community perspective
- Sweden: term ‘SSGI’ not used for long term care, social
integration and labour market
- Definition of Social Services of General interest vs. Services
of general interest (energy, transport, telecommunications...)
TQS in SSGI
TQS Faenza workshop , 5-6 November 2009
2. « General Interest » (1)
Fuzzy term for many, but identification of general principles:
Respect of fundamental rights/human dignity
Accessibility
Equality
Impartiality
Equity
Universality
Reciprocity
Transparence
Participation,
Efficiency...
TQS in SSGI
TQS Faenza workshop , 5-6 November 2009
2. « General Interest » (2)
Specific issues raised:

General interest=Accessibility (as a precondition for
quality)
co-programming processes needed to define criteria of
access
-
How to combine person-centred services (EC) with social
utility, social cohesion?
-
General interest and the role of the state - the principle of
subsidiarity (vertical and horizontal subsidiarity)
TQS in SSGI
TQS Faenza workshop , 5-6 November 2009
3. Challenges regarding SSGI and their quality (1)
Socio-economic situation to be dealt with:
• demographic changes (elderly, children ...) - crisis of
traditional family model - question long-term care
• increase of migrant population
• increase of people with disabilities acquired at different
stages of their life
• increasing number of youngsters in difficult situations
• unemployment and working poor …
TQS in SSGI
TQS Faenza workshop , 5-6 November 2009
3. Challenges regarding SSGI and their quality (2)
Challenges linked to the current system of service provision:
• sustainability of existing systems of service
provision/costs/appropriate allocation of resources
• role of social economy and the non-profit sector/missing
level playing field of public and (social) private actors
• problems linked to (EU) procurement regulations:
advantages for larger (private) structures; focus too much
on price than on quality/characteristics of providers …
TQS in SSGI
TQS Faenza workshop , 5-6 November 2009
3. Challenges regarding SSGI and their quality (3)
Possible solutions and necessary improvements:
- enhancing participative
planning/implementation/evaluation
- person-centred interventions/ empowerment
- cost-sharing
- networking
- coordination between different actors in the social and
health sector
- diversification of the service offer…
TQS in SSGI
TQS Faenza workshop , 5-6 November 2009
4. Elements of quality (1)
Situation today:
- Focus on (lowest) price
- Focus on general management procedures and certification
TQS in SSGI
TQS Faenza workshop , 5-6 November 2009
4. Elements of quality (2)
« Should be »:
Beneficiaries
- Accessibility
- Diversity of responses to citizens’ needs
- Beneficiaries to be considered not as an object of care, but
as promoters and protagonists of the respective project
(empowerment, autonomy, elimination of the need instead
of assistance-based service provision)
- Joint definition and evaluation of quality by service users,
families, service providers, their staff and other stakeholders
TQS in SSGI
TQS Faenza workshop , 5-6 November 2009
4. Elements of quality (3)
Staff/internal processes:
- Improvement of work conditions
- Training/(social) competences of staff
- Participatory management
- Equipment and premises
TQS in SSGI
TQS Faenza workshop , 5-6 November 2009
4. Elements of quality (4)
Processes/procedures:
- Capacity to identify (changing) needs of citizens
- Activation of better governance and participation processes
involving stakeholders and target groups
- Reduction of bureaucracy and of the time needed to respond
to requests of the citizens
- Traceability of actions
- Appropriate monitoring and evaluation
- Instruments to value the quality of processes as such
(beyond quantitative assessment)
- Combining research and action
TQS in SSGI
TQS Faenza workshop , 5-6 November 2009
4. Elements of quality (5)
The local community
- Solidarity
- Networking/coordination (high integration of different
services and bodies that concern an individual
project)/horizontal subsidiarity
TQS in SSGI