ReSPA, through its Regional Quality Management Centre (RQMC), convened the Quality Management Thematic Group Meeting on 2nd November in Yerevan, bringing together quality management practitioners and public administration representatives from Albania, Armenia, Bosnia and Herzegovina, Moldova, Montenegro, North Macedonia, Serbia and Ukraine. Hosted by the Civil Service Office of Armenia, the meeting served as a platform for strategic dialogue on quality management, organisational excellence and the implementation of the Common Assessment Framework (CAF) across the Western Balkans and Eastern Partnership regions.

The event was opened by Vache Qlashyan, Head of the Civil Service Office of Armenia, Slaven Bukarica, ReSPA Regional Quality Management Centre, Hrachik Yarmaloyan, Regional Component Manager of GIZ's Public Administration Reform Project for the Eastern Partnership Countries, and Nick Thijs, Senior Adviser at SIGMA.

In their opening remarks, speakers emphasised the importance of cooperation, peer learning and strong institutional support mechanisms in advancing quality management reforms and strengthening public administration performance. They highlighted the role of CAF as a practical tool for organisational development, continuous improvement and better public service delivery.

A central part of the programme focused on recent developments and future priorities in quality management and CAF implementation across the two regions. Slaven Bukarica presented ReSPA's Regional Quality Management Centre priorities and upcoming activities, outlining planned support aimed at strengthening QM tools implementation, promoting organisational excellence and fostering regional cooperation.

Participants also explored approaches to strengthening national CAF support structures through the establishment and development of National CAF Centres. The session featured contributions from Anna Gharibyan of the Civil Service Office of Armenia, Elda Baguca of the Albanian School of Public Administration, and Hanna Tretiachenko of the Centre for Adaptation of the Civil Service to the Standards of the European Union under the National Agency of Ukraine on Civil Service. Their presentations demonstrated how national CAF centres can play a crucial role in supporting public institutions throughout the CAF implementation journey and in embedding a culture of continuous improvement.

The meeting further provided an opportunity for participating administrations to present their latest achievements, challenges and priorities in quality management. Representatives from all participating administrations exchanged experiences and identified common priorities that will contribute to shaping ReSPA's quality management activities for 2027.

Special attention was devoted to the links between CAF and Internal Control Systems, with contributions from Marija Petrović, Goran Pastrović from Serbia and Nick Thijs. The discussion highlighted how complementary governance and management frameworks can reinforce one another and contribute to stronger institutional performance, accountability and effectiveness.

A recurring theme throughout the discussions was the growing importance of Human-Centred Design (HCD) as an essential dimension of quality management and CAF implementation. Participants emphasised that organisational excellence is not an end in itself but a means of delivering services that respond more effectively to the needs and expectations of citizens.

In this context, the Quality Management Thematic Group Meeting served as a natural bridge to the regional event "Putting People at the Centre: Reimagining Public Services Through Human-Centred Design", taking place in Yerevan on 3 and 4 November. The two-day programme complements and deepens the discussions held during the thematic group meeting by exploring practical approaches, methodologies and international experiences in applying Human-Centred Design within public administration. Together, the two events provide a comprehensive perspective on how public administrations can strengthen both organisational performance and service quality, placing people at the centre of reform efforts.

The meeting reaffirmed the commitment of ReSPA members, beneficiary administrations and partner organisations to strengthening quality management systems, accelerating CAF implementation and fostering a culture of continuous improvement throughout the region. Through open dialogue, peer learning, and practical exchanges, participants further reinforced the foundations for future cooperation and innovation in public-sector excellence.