The Quality Infrastructure Development Project with the Ministry of Family and Social Policies started on January 28, 2013, and at the end of 1 year, the reports of all modules in the package were completed. The main work packages of the project are as follows:

• Process Management: The process systematics of the Ministry's processes and the Ankara provincial organization were determined. As an important stage in the restructuring of the Ministry, simplification of ministry business processes and commonization of business processes for the same service were ensured. The main steps are as follows:
  • Process hierarchy was determined and critical processes were identified.
  • A RACI matrix was created for critical processes and performance measurements were made for each process.
  • Critical processes documented.
  • Process improvement studies were carried out and the Ministry's processes were reviewed with a holistic approach.
• Human Resources: Job analyses and norm staffing needs of the Ministry and Ankara provincial organizations were determined. Job descriptions and job profiles were determined within the framework of the Ministry's business processes. The work on defining job descriptions and norm staffing aimed to fulfill the objectives of defining job descriptions and objectives in detail, determining the responsibilities, authorities and competencies of each title, defining job standards, determining the workload and the number of staff needed.
• The following steps were taken when defining the terms of reference:
• The scope and business analysis methods to be used were defined.
• Focus group meetings were held. Within the scope of job analysis, 48 focus group meetings were held and 61 titles were interviewed.
• 107 different tasks were documented and a job description form was created.
• Corporate Handbook was prepared.
• The unit sizes where the job analysis will be conducted were determined.
• Functional job analysis was conducted on a unit-by-unit basis.
• Duration studies and duration estimates were made.
• As a result, the norm cadre was established.
• Focus group discussions were held with experts from the Ministry of Family and Social Policies.
• Using interviews and focus group meetings, a questionnaire form was designed for each segment of service recipients (elderly, women, disabled, children living with foster families, children living in institutions, social assistance recipients). In addition, the satisfaction perceptions of martyrs' relatives and veterans were analyzed through 3 focus group meetings.
• The field implementation of each section of the study was carried out in 12 provinces, reaching a total of 3446 participants.
• Data collected through qualitative and quantitative methods were analyzed and the project report was completed with recommended policies.
• Scope definition of policies, strategies and service models.
• The framework of the input-output-result-impact chain was established.
• After the data collection tools were provided, the data collection process was completed.
• Data analysis was carried out.
• Reporting completed.
• The main steps of the norm staffing exercise are as follows:
• Satisfaction Survey: The project, which was carried out to measure the satisfaction level of the beneficiaries of the services of the Ministry of Family and Social Policies, did not only focus on the satisfaction perceptions of the service beneficiaries, but also examined the demographic, social and economic characteristics that may affect their satisfaction levels. To this end, the following steps were taken within the scope of the project:
• Impact Analysis: The impact of the Ministry's policies, strategies and service models were measured through qualitative and quantitative methods. The main purpose of the study was to analyze the effectiveness of policies, strategies and service models in terms of stakeholders and the sustainability of policies. An analysis of the results of the policy and implementation models of the units of the Ministry was conducted and models were prepared to demonstrate whether the desired results were achieved or not. The main steps of the study are as follows: