PUBLIC SECTOR SERVICE DELIVERY Establish client needs and gain agreement on requirements for public sector service delivery

Transcription

1 1 of 5 level: 6 credit: 15 planned review date: February 2006 sub-field: purpose: entry information: accreditation option: moderation option: Public Sector Services People credited with this unit standard are able to: interpret and confirm the nature and extent of the relationship between the client and the organisation; identify, define, and verify client needs; agree and specify technical and quality standards and measures; assess capability to meet client needs within resource levels; contribute to assessments of implications for service delivery policies and systems; and match services to client needs, and confirm agreement. Open. Evaluation of documentation and visit by NZQA and industry. A centrally established and directed national moderation system has been set up by The Skills Organisation. special notes: 1 Definition: client refers to users within own organisation, users from community, users from external organisations. 2 Performance of the elements of this unit standard must comply with relevant current legislation including the Public Finance Act 1989 and the State Sector Act Performance of elements of this unit standard will require consideration of the underlying values and responsibilities of people working in the public sector including the Treaty of Waitangi and its principles. Elements and Performance Criteria

2 2 of 5 element 1 Interpret and confirm the nature and extent of the relationship between the client and the organisation. 1.1 The nature and extent of prior negotiations between the client and the organisation are clarified in terms of undertakings relating to service delivery. 1.2 The nature and form of agreements made between the client and the organisation are clarified and implications for service delivery are confirmed. 1.3 Negotiations and agreements between the client and the organisation are within responsibilities and parameters of organisation policy and resources. element 2 Identify, define, and verify client needs. 2.1 Processes established and implemented identify client needs, preferences, expectations, and entitlement for services. 2.2 Perceptions of client needs, preferences, expectations, and entitlement for services are defined and verified with the client. 2.3 Variations in understanding of needs, requirements, and entitlements are clarified between the organisation and the client. 2.4 Consultation processes established provide for identification of changing client needs and entitlements. element 3 Agree and specify technical standards, quality standards, and measures.

3 3 of Processes established and implemented provide for consultation and agreement on technical standards, quality standards, and measures. 3.2 Perceptions of client requirements for technical standards, quality standards, and measures are defined, and verified with the client. 3.3 Variations in understanding of specifications for technical standards, quality standards, and measures are clarified between the organisation and the client, and specifications are amended in accordance with agreements reached. 3.4 The potential for variations in achievement of technical standards and quality standards is assessed, and agreement is reached on processes to identify, minimise, and rectify variations. element 4 Assess capability to meet client needs within resource levels. 4.1 Client requirements for service delivery are assessed in relation to resource levels, and capability is confirmed, or gaps in capability are defined. 4.2 Specifications for technical and quality standards and measures are assessed in relation to resource requirements and levels, and capability is confirmed, or gaps in capability to meet specifications are defined. 4.3 Assessments address the implications and consequences of identified gaps of capability in meeting client requirements and/or specifications for service delivery. element 5 Contribute to assessments of implications for service delivery policies and systems. 5.1 Management systems are confirmed in terms of ability to support service delivery requirements.

4 4 of Service delivery policies are assessed in terms of ability to meet identified client requirements and achieve government policy objectives, and the need for variation(s) to policies is determined. 5.3 The ability of existing service delivery systems to provide required level of service, technical and quality standards and measures is assessed, constraints are identified and defined, and improvements are recommended. 5.4 Recommendations are made for improvements to service delivery policies and systems to achieve required service delivery needs, technical and quality standards, and measures. 5.5 Implications of inability to meet required service delivery needs are assessed and specified. element 6 Match services to client needs, and confirm agreement. 6.1 Service delivery policies, systems, and resources are confirmed and agreed in relation to identified client needs. 6.2 The ability to provide services is confirmed, and service levels are matched to meet client needs, delivery policies and systems, and available resources. 6.3 Services are specified in terms of client requirements, delivery policies and systems, and available resources. Comments on this unit standard Please contact The Skills Organisation info@skills.org.nz if you wish to suggest changes to the content of this unit standard. Please Note Providers must be accredited by the Qualifications Authority or a delegated interinstitutional body before they can register credits from assessment against unit standards or deliver courses of study leading to that assessment.

5 5 of 5 Industry Training Organisations must be accredited by the Qualifications Authority before they can register credits from assessment against unit standards. Accredited providers and Industry Training Organisations assessing against unit standards must engage with the moderation system that applies to those standards. Accreditation requirements and an outline of the moderation system that applies to this standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The AMAP also includes useful information about special requirements for providers wishing to develop education and training programmes, such as minimum qualifications for tutors and assessors, and special resource requirements. This unit standard is covered by AMAP 0121 which can be accessed at