09:00 – 09:20

Welcoming remarks

-          Mr Stéphane LEYENBERGER, Head of the Division for the independence and efficiency of justice, Secretary to the CEPEJ (tbc)

-          Mr François PAYCHERE, Magistrate of the “Cour des Comptes” of the Republic and Canton of Geneva, Switzerland, President of the CEPEJ-GT-QUAL

-          Ms Clementina Barbaro, Head of the CEPEJ Cooperation Unit

Chair:

-          Mr François PAYCHERE

09:20 – 09:50

Introduction on the tools prepared by the CEEPJ Working Group on the quality of justice.

-          Mr François PAYCHERE, Magistrate of the “Cour des Comptes” of the Republic and Canton of Geneva, Switzerland, President of the CEPEJ-GT-QUAL

09:50 – 10:20

Questions and answers. Feedback from the participants.

10:20 – 10:40

Coffee break

10:40 – 11:30

The CEPEJ Handbook for conducting satisfaction surveys aimed at court users in Council of Europe's member states

-          Ms Hélène JORRY, CEPEJ expert, co-author of the Handbook

11:30  - 12:00

Discussions

12:00  - 14:00

Lunch

14:00 – 14:30

Italian experience of conducting court users satisfaction surveys.

-          Mr Luigi CIPOLLINI, Statistician, Department of Statistics and Organizational Analysis of the Ministry of Justice of Italy, CEPEJ expert

14:30 – 15:00

Slovenian experience of conducting court users satisfaction surveys

-          Mr Jaša VRABEC, Head of the Office for Court Management Development at the Supreme Court of the Republic of Slovenia, CEPEJ National Correspondent

15:00 – 15:30

Discussions

15:30 – 16:00

Coffee break

16:00 – 16:30

Experience of conducting court users satisfaction surveys in the Court of Justice of Geneva

-          Mr Philippe THÉLIN, Judge President of the Administrative Chamber of the Court of Justice of Geneva (Swiss), CEPEJ expert

16:30 – 17:00

Court staff surveys. Estonian experience.

-          Mr Marko AAVIK, Deputy Secretary General of the Judicial Administration at the Estonian Ministry of Justice, CEPEJ expert

17:00

Conclusions and closing of the first day.

09:00 – 11:00

Court coaching for conducting users satisfaction surveys

Chair:

-          Ms Hélène JORRY

Topics proposed for discussion:

-          Practical aspects to be taken into consideration when organising quantitative surveys in the pilot courts of Azerbaijan and Moldova.

-          Methods and tips in case of limited availability of financial resources. Can the satisfaction surveys become an inexpensive and regular tool at the service of court management?

-          Setting up coordination committees at central and court levels. Responsibilities, main phases.

-          The role of court management and staff in carrying out users satisfaction surveys. Possible involvement of other actors (high councils of the judiciary, universities, NGOs etc.)

-          Paying attention to respect of privacy, transparency, credibility and accountability.

11:00 – 11:30

Coffee break

11:30 – 13:30

Court coaching for conducting users satisfaction surveys (second part)

Topics proposed for discussion:

-          The peculiarities in Azerbaijan and Moldova, which might need to be taken into consideration for the questionnaires’ structure and content. Matching the questions asked and the ability of the court or other stockholders to answer the users’ needs as they are expressed.

-          Recording and analysing the results of the survey. Internet-based free tools. Means to verify the results of a survey and other ways to ensure the credibility of a survey.

-          Reporting the results of satisfaction surveys in Azerbaijan and Moldova. The freedom of the people in charge to communicate with the press, the stakeholders, etc.

-          Drawing lessons for the institutional development. The ability of the courts, judicial authorities and/or the Ministries of Justice to conduct changes based on the surveys’ results.

-          Other aspects of interest.

13:30 – 14:00

Final conclusions and closing