CHESSS CEN Horizontal European Service Standardization Strategy

1
CHESSSCEN Horizontal European Service
Standardization Strategy
Feasibility Study January 07 - June 08
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CHESSS Table of Contents

• PAGE
• Overview 3
• The 7 Modules 10
• Services standardization A changing picture 35
• Services standardization The Services
  Directive 41
• Contact for further information 48

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CHESSS - Overview

• CHESSS is an initiative that will examine the
  feasibility of taking a generic approach to
  European service standardization
• In focussing on the generic option, it will
  examine the extent to which standardization could
  apply across multiple service sectors and the
  benefits of doing so as opposed to following a
  sector-specific approach
• The CHESSS initiative is the largest of 11
  projects formed in response to EU Mandate M/371
  the other 10 projects are examining
  sector-specific service areas
• By taking a generic approach CHESSS will seek to
  establish the underlying principles for an
  ongoing programme of European service
  standardization capable of facilitating the
  delivery of services across the European
  Community, unimpeded by national borders

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CHESSS - Overview

• The 18 month study is expected to
• Provide a comprehensive report on the current
  situation with regard to the delivery of services
  across national borders, identifying enabling and
  blocking factors
• Make proposals for a programme of future
  standardization and related activity to maximise
  the impact of European Standardization in
  facilitating the free movement of services across
  the European Community

5
CHESSS - Overview

• Conceived in response to the view that good
  service is good service, no matter what the
  nature of the service being delivered the
  project will seek to determine, through 7
  distinct modules, to what extent the requirements
  for future standardization could be met by a
  finite number of generic CEN documents
  addressing
• Service Safety generally applicable critical
  issues in the safe delivery of services
• Service Payment openness in presenting requests
  for payment and payment options
• Service Problems identification notification
  response resolution
• Service Attributes identification, definition,
  delivery and assessment of quality

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CHESSS - Overview

• Integral to the project will be the preparation
  of documents that will
• Identify common, generic elements of service
  standards
• Clarify the difference in approach between
  quality management standardization
  (procedural-driven) and services standardization
  (outcome-driven)
• Identify areas of common ground and essential
  differences between Business-to-Business (B2B)
  and Business-to-Consumer (B2C) service
  standardization
• Establish a common terminology to facilitate
  understanding across the entire services sector

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CHESSS - Overview

• The main goals for our feasibility study are to
• Identify and define desired outcomes rather than
  prescriptively addressing procedural issues (i.e.
  identifying the what rather than the how to)
• Establish a uniform platform of required
  achievement, designed to meet the expectations of
  informed customers
• Promote an ethos that avoids telling service
  providers how to run their businesses provide
  industry with guidance for improvement rather
  than preach
• Involve the maximum possible number of experts
  and stakeholders in the process, making them an
  integral part of the initiative

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CHESSS - Overview

• Partners The CHESSS initiative is being
  undertaken on behalf of CEN by a consortium of
  National Standards Bodies (NSBs) from Spain
  (AENOR), the UK (BSI), Germany (DIN), Denmark
  (DS), Estonia (EVS) and the Netherlands (NEN)
• Consortium The benefit of forming a pan-European
  consortium of NSBs is to ensure a common,
  co-operative approach to the delivery of this
  project and ensure an effective, unrestricted
  flow of information across the NSBs and their
  members
• Overall Methodology The consortium will
  undertake detailed desktop and primary research,
  interact directly with key stakeholders and
  experts in the services sector, and lead a series
  of three day workshops in London, Tallinn,
  Copenhagen and Madrid during October and November
  of 2007

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CHESSS - Overview

• Workshops It is expected that the four workshops
  will
• Provide information about the potential benefits
  of generic service standardization
• Encourage a constructive, informed and open
  debate between key stakeholders and experts
• Expected Outcomes the combined outcome of the
  research and workshops will be recommendations as
  to the nature and future direction of generic
  service standardization in Europe
• Final Deliverable The initiative will conclude
  with a seminar in Brussels (April 2008) followed
  by submission of a final report to the European
  Commission in June 2008

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CHESSSThe 7 Modules
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CHESSS The 7 Modules

• The seven modules covered by the CHESSS
  initiative are
• The next series of slides provide a brief summary
  of each of the seven modules

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CHESSSModule 1
Guidance on the preparation of service
standardsPresented by AENOR
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CHESSS Module 1

• Module 1 will
• Research the extent to which guidance on the
  structure and content of standards for the
  service sector could be prepared for both B2B and
  B2C activity
• Differentiate between service standards and the
  application of quality management systems to
  service sectors
• Propose preferred formats and methodologies for
  incorporating genuine service requirements into
  standards
• Prepare an outline draft of an appropriate
  document capable of underpinning future activity

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CHESSS Module 1

• In so doing, it will
• Examine existing formal and industry-driven
  service standards across all service sectors
  (incorporating public sector and service users
  views) to establish to what extent a common
  approach already exists
• Identify any misunderstandings prevalent amongst
  stakeholders with regard to the function and
  potential benefit of the standardization process
  that could inhibit positive outcomes
• Contribute to a database of potential
  participants in future CEN European service
  standardization projects
• Establish the most appropriate processes,
  document types and responsible CEN groups for
  future European service standardization projects

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CHESSSModule 2
Glossary of terms and definitionsrelevant to
service standardizationPresented by BSI
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CHESSS Module 2

• Module 2 will
• Review formal, informal and industry service
  standards to
• Identify a range of common terms and concepts
  pertinent to the broad range of services
• Determine the possibility of providing common
  definitions that will satisfy the requirements of
  multiple service sectors
• Examine the media options available for providing
  a readily accessible glossary of terms and
  definitions in a range of European languages
• Recommend the most appropriate medium, format and
  presentation style for a future Services
  Glossary standard

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CHESSS Module 2

• In so doing, it will
• Determine the extent to which effort has been
  duplicated in the past and compare the findings
  with those from Module 1
• Identify areas of conflict that may have already
  emerged
• Promote greater awareness of the need to provide
  for translation of concepts rather than just
  words
• Endeavour to promote a clear understanding of the
  benefits that a unified use of language can bring
  to service providers and service buyers alike
• Prepare a selection of terms in preferred formats
  as examples of the way forward
• Determine which medium is best placed to
  communicate the terms to the service providers
  and purchasers

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CHESSSModule 3
Safety in the delivery of services Presented by
DIN
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CHESSS Module 3

• Module 3 will
• Provide a systematic overview and analyse the
  potential role of standards in preserving and
  improving the safety of delivered services
• Determine the most appropriate type of standards
  to deliver this
• Recommend a specific program of European
  Standardization activities capable of delivering
  improvement in the safety of services

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CHESSS Module 3

• In so doing, it will
• Assess the extent to which future European
  service standards could support or supplement
  national measures and policies relating to the
  safety of delivered services
• Identify how voluntary European standards could
  contribute to the enhancement of service safety
  across the European Community
• Verify how flexible, consensus-driven voluntary
  European standards can supplement national and
  European legislation
• Assist in promoting a compatible system of
  governance for service delivery across the
  European Community

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CHESSSModule 4
Good practice in the assessment ofcustomer
satisfactionPresented by BSI
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CHESSS Module 4

• Module 4 will
• Identify a range of procedures to measure and
  assess customer satisfaction with regard to the
  delivery of a service, particularly in respect of
  the service areas identified as significant
  during a citizens lifetime
• Assess the relevance of the measures and systems
  identified to services in both general and
  specific service sectors
• Determine which types of measures best apply
  within specific service types and with respect to
  particular service delivery methods
• Recommend preferred methods for applying
  satisfaction measures efficiently and effectively

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CHESSS Module 4

• In so doing, it will
• Review the range of responses to existing
  customer satisfaction assessment methods to
  determine
• The repeatability of given methods
• Any response trend that may emerge relating to
  the frequency of individual interaction with such
  surveys
• Examine the extent to which the range of existing
  methods of customer satisfaction assessment
  address both actual and perceived levels of
  quality in service delivery
• Improve the knowledge-base for service providers
  in customers, resulting in continuous improvement
  of service delivery across the European Union

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CHESSSModule 5
Recommendations for complaints and redress
systemsPresented by BSI
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CHESSS Module 5

• Module 5 will
• Determine the level of difficulty of registering
  complaints and/or obtaining appropriate redress
  for wrongly or inadequately delivered services
  and identify how this difficulty could be
  inhibiting the take up of services delivered
  across national borders
• Establish the extent to which national
  differences in regulation and approach could make
  complaint resolution difficult
• Identify proven systems and procedures that
  provide viable, cost effective handling of
  customer complaints and provision of redress

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CHESSS Module 5

• Module 5 will (cont.)
• Recommend preferred options, both generic and
  service-specific, that could overcome real and
  perceived concerns on the part of customers
• Facilitate comparability between competing
  service offerings to the benefit of customers

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CHESSS Module 5

• In so doing, it will
• Endeavour to assess the extent to which the
  adoption of a common approach to the lodging of
  complaints and the provision of appropriate
  redress will instil customer confidence and
  encourage the acceptability of cross border
  services
• In the first instance this project will provide
  recommendations for appropriate complaint redress
  procedures, although it is envisaged that these
  could ultimately be developed into a
  specification for a pan-European system for
  complaints handling and redress

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CHESSSModule 6
Billing and innovative metering
practicePresented by BSI
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CHESSS Module 6

• Module 6 will
• Establish the extent to which periodic billing
  practices are capable of meeting existing
  requirements across the EU member states and the
  extent to which differing requirements could be
  harmonized
• Develop proposals for the minimum generic
  requirements necessary for the preparation and
  presentation of bills across the EU, in respect
  of services for which periodic billing may be
  required
• These requirements will pertain specifically to
  the billing process i.e. how bills are presented,
  received and paid

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CHESSS Module 6

• In so doing, it will
• Identify the metering technology used to gather
  and present the data on which bills are based,
  and new emerging technologies
• Investigate the service enhancements that may
  accrue from the application of new technologies
  in the metering and billing field (i.e. smart
  metering)
• Define what might constitute a smart meter,
  capable of meeting customer requirements and
  expectations
• Assess whether smart meters capabilities would
  be sufficient to justify investment in the
  technology
• Improve the quality of billing accuracy and
  comprehensiveness across all service sectors
  within the EU

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CHESSS Module 6

• Additionally it will
• Assess the extent to which such a meter would
  have the potential to bring about change in
  customer behaviour and consumption patterns and
  beneficially impact on the environment
• Recommend as to the nature, content and
  presentation of the information that would best
  inform this process

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CHESSSModule 7
The specification, sourcing, delivery and quality
of business-related servicesPresented by DS
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CHESSS Module 7

• Module 7 will
• Establish the extent to which generic service
  standards can be expected to underpin B2B
  services
• Identify and prioritize B2B service areas in
  accordance with the benefits most likely to
  accrue from the application of standards
• Identify and report on the potential of generic
  service standards to facilitate the trade of B2B
  services
• Make recommendations as to the future framework
  of European B2B standardization, including the
  type(s) of documents most likely to deliver the
  required benefits and the extent to which a
  generic approach could be adopted

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CHESSS Module 7

• In so doing, it will
• Compare service delivery approaches adopted
  across a range of B2B service sectors
• Review the scope and boundaries of B2B activities
  across the EU, with particular reference to the
  sourcing, delivery and quality of B2B services
• Identify and analyze formal and informal national
  standardization activities to determine their
  suitability for pan-European application

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CHESSSServices Standardization
A changing picture
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CHESSS A changing picture

• General interest in standardization with relation
  to service delivery first emerged in the mid
  1990s but progress in development and take-up of
  service standards was slow
• More recently the level of interest has increased
  significantly across all major standards-setting
  platforms
• International (ISO)
• European (CEN)
• National
• Professional bodies, consortia and private
  standards developers

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CHESSS A changing picture

• ISO
• Significant achievements were made by ISOs
  Consumer Policy Committee (COPOLCO) in preparing
  services-related guidance documents but few
  standards development activities occurred until
  recently the first services standard (ISO 22222
  Personal financial planning) was published in
  2006
• ISO has formed a strategic advisory group with
  responsibility for developing a services
  standardization strategy
• Service areas currently covered within ISO
  include
• Personal financial planning
• Societal security

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CHESSS A changing picture

• ISO (cont.)
• Service areas currently covered within ISO
  include (cont.)
• Market opinion social research
• Tourism and related services
• Psychological assessment services
• Brand valuation services
• Educational services
• Cleaning services
• Rating services

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CHESSS A changing picture

• CEN
• CEN also started relatively slowly in standards
  development for service provision, but several
  areas have been under development for a number of
  years
• Maintenance
• Tourism services
• Postal services
• Transport services
• Facility management

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CHESSS A changing picture

• More recently, under direct control of CENs
  Technical Board, new projects specific task
  forces have been initiated addressing
• Translation Services
• Funeral Services
• Security services
• Film archiving services
• Real estate agency services
• Business support services
• Call centres
• Print media services

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CHESSSService Standardization
The Services Directive
42
CHESSS The Services Directive

• Background
• Although there is no direct relationship with the
  Services Directive, the outcomes of the CHESSS
  initiative will impact upon a European Community
  that is in the process of applying the
  requirements of the EUROPEAN SERVICES DIRECTIVE
• It is therefore considered beneficial that those
  taking an interest in the potential outcomes of
  the CHESSS initiative be aware of the salient
  points of the Directive
• NOTE Slides 43 to 47 of this presentation
  provide a brief history and summary of the
  directive in order to assist with understanding
  of the environment to which the outcomes of
  CHESSS will be relevant

43
CHESSS The Services Directive

• The objective of the Services Directive is to
  improve the basis for economic and employment
  growth by breaking down barriers to cross-border
  trade in services between EU Member States,
  making it easier for providers to
• Establish themselves and offer services in Member
  States other than their own by removing
  unnecessary regulation and bureaucracy
• Provide temporary/permanent services locally or
  at a distance, based on the rules applicable in
  the country in which they are established (rather
  than the one where the service is delivered)

44
CHESSS The Services Directive

• A brief history the timeline
• Original proposal for the Directive developed in
  2004
• Results of initial negotiations completed in
  February 2006
• Revised proposal presented in April 2006
• (significant compromise was necessary to achieve
  agreement)
• Revised Directive announced in May 2006
• Adoption of Council formal position in July 2006
• Second reading in November 2006
• Directive adopted December 2006
• Effective date December 2009

45
CHESSS The Services Directive

• The Services Directive sets out the right to
  freely deliver Services across borders within the
  EU (i.e. abandonment of Home Authority rule)
• Requirements under the Directive for Member
  States include
• Review / reduce regulatory barriers to trade
• Establish single points of contact in Member
  States
• Justify residual / new restrictive regulation
• Establish procedures for mutual assistance
• Submit written report annually

46
CHESSS The Services Directive

• The national implementation process required of
  member states includes
• Screening of legislative and other requirements/
  Amendment for compliance
• Any necessary legislative enactment
• Creation of single point of contact
• Establishment of process for mutual assistance

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CHESSS The Services Directive

• Throughout the negotiations between 2004 and 2006
  the number of sectors covered by the Services
  Directive was reduced, increasing the reliance on
  a generic approach to service standardization
• The excluded sectors are
• Financial services Transport services Telecom
  services Audio-visual services
• Public sector services (Welfare Healthcare)
  Private Healthcare
• Security services (Monitoring and surveillance /
  Bailiffs / Notaries Public)
• Tourism

48
CHESSSCEN Horizontal European Service
Standardization Strategy
For further information please contactCHESSS
Consortium Project Management TeamProject
Manager Miss Meenakshi RamanC/o British
Standards Institution389 Chiswick High Road,
London, W4 4AL, United KingdomTelephone 44 (0)
208 996 6307E-mail Meenakshi.Raman_at_
bsi-global.com