We have accumulated many years of practical experience in developing high-quality management and customer orientation culture, applying innovative management methods for processes of our main tasks.
Quality assurance for us:
• Significant and ambitious targets which are implemented on time and cost efficient;
• Professional, reliable, responsible and honest employees, ensuring a high quality of actions and taken decisions;
• Reached value-added for customers and confidence maintaining the partnership, ensuring preservation of important and confidential information;
• A modern and socially responsible organization with a good reputation and the dissemination of good practices.
ISO 9001 and ISO 27001
In May, 2006 the ISO 9001 Quality Certificate was awarded to the Agency. This truly signalled that the Agency’s quality controls were properly defined, described, monitored and improved. Since June, 2009 all of the Agencys‘ activities have been certified by ISO 9001:2008. This standard is based on a number of quality management principles including a strong customer focus, as well as a strong process approach, with continual improvements. ISO 9001:2008 helps to ensure that customers get consistent, good quality products and services.
In 2010, the Agency implemented an information security management system. The goal of this system was to protect the valuable information held in our care which is related to the projects administrated by the Agency, as well as to manage any risk and to minimize it within an acceptable level. By the following year, the Agency’s information security management system was certified according to the ISO 27001 international standard. We are proud of this achievement and are confident to know that our information security management system gives us the freedom to grow, innovate and broaden our customer-base with securities in place to protect confidential information.
Common Assessment Framework (CAF)
The CAF is a total quality management (TQM) tool which is inspired by major Total Quality models in general and by the Excellence Model of the European Foundation for Quality Management (EFQM) in particular. CAF is especially designed for public-sector organizations to improve their performance. In 2008, the ESFA joined the growing number of Common Assessment Framework (CAF) users and registered into the CAF database. Since the implementation of CAF Agency has carried out three times the performance assessment under the Common Assessment Framework model and have used the results improving the management system.
Process optimisation
For several years, Agency in its activities independently applies elements of other advanced management methods, such as LEAN, one-stop shop, balanced scorecard (BSC) and the performance-based management (RBM). These methods help to optimize the activity and with available resources to achieve greater productivity and high quality results.
Risk management
In order to improve the Agency’s management performance much time was dedicated during 2012 to create a performance risk management system and to put it into action. The main objective was to ensure that the Agency‘s set goals are achieved following a thorough security and evaluation of potential performance risks.
Agency is one of the first institution in the public sector which began to manage systematically and methodically performance risk. It helps to notice early the problems, take preventive measures reducing the unwelcome consequences or completely avoid them and timely reach the organization’s goals.
Process approach
Agency applies a process approach that helps to understand the organization not only through the prism of the organizational structure and individual tasks, but also through its prism of processes, where various structural units are taking part. We have defined the performance processes, developed a process map, appointed with process owners, set of indicators, which are being monitored, measured and analysed to ensure a continuous improvement and effectiveness.
