PUBLIC SECTOR SERVICE DELIVERY Develop public sector service delivery objectives, and implement systems to meet client needs

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1 1 of 5 level: 7 credit: 20 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: formulate service delivery objectives; design and implement effective service delivery processes; develop and implement management systems to support delivery processes; develop and implement effective monitoring and reporting procedures; and identify and resolve service delivery issues. 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 Definitions: client refers to users within own organisation, users from community, and users from external organisations; stakeholder refers to individual or group with material interest; organisation refers to a business entity. 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 Formulate service delivery objectives. 1.1 Processes are established and implemented to consult with, and provide opportunities for internal and external clients and stakeholders to contribute to the formulation of service delivery objectives. 1.2 Government policies and organisation strategy and plans are reviewed, and implications are assessed and defined in relation to service delivery objectives. 1.3 Objectives formulated are consistent with government policy and organisation's strategy and plans, and are responsive to the needs of clients and stakeholders. 1.4 Objectives formulated establish achievable and measurable targets in relation to quality, quantity, timeliness, cost, and location of services. element 2 Design and implement effective service delivery processes. 2.1 Consultation processes designed and implemented determine the nature and form of service delivery to meet the needs of clients and stakeholders. 2.2 Operational processes appropriate for the nature of the services, the form(s) of delivery, and the needs of clients and stakeholders are designed in accordance with organisation structure and policies, and comply with policy, procedures, and legislation. 2.3 Quality assurance processes and systems designed and implemented are appropriate for the nature of the services, the needs of clients and stakeholders, and are able to be resourced by the organisation. 2.4 Costing and pricing processes relevant to the nature of the services and the form(s) of delivery are designed and implemented in accordance with organisation policies and procedures.

3 3 of 5 element 3 Develop and implement management systems to support delivery processes. 3.1 Management plans developed optimise and integrate the use of resources to achieve service delivery objectives. 3.2 Management skills training that is consistent with facilitating achievement of service delivery plans and appropriate for the needs of individuals, is developed and implemented for relevant management personnel. 3.3 Management systems and procedures relevant to the support of service delivery processes are developed and implemented through the planning and training processes. 3.4 Performance objectives, standards, and measures are developed and implemented for management of service delivery. element 4 Develop and implement effective monitoring and reporting procedures. 4.1 Monitoring and reporting procedures developed and implemented provide information on completion of client requirements, retention of clients where relevant, the extent to which service delivery has met needs and expectations, and client proposals for improvements to systems. 4.2 Monitoring and reporting procedures developed and implemented evaluate the continued relevance and profitability of individual products and services, and identify potential product and service modifications. 4.3 Monitoring and reporting procedures developed and implemented evaluate the extent of achievement of service delivery objectives.

4 4 of Monitoring and reporting procedures developed and implemented evaluate the effectiveness of management systems and the extent of achievement of performance objectives. 4.5 Monitoring and reporting procedures developed and implemented evaluate the comparative performance of the department, agency, or section in terms of service delivery, in relation to competing providers of services. element 5 Identify and resolve service delivery issues. 5.1 Service delivery agreements developed specify processes for identification and resolution of issues that are responsive to the needs of the provider and the client. 5.2 Service delivery issues and problems are dealt with promptly in accordance with provisions of agreements, and organisation policies and procedures. 5.3 Processes are developed and implemented to confirm with the client and relevant organisation personnel that service delivery issues and problems have been resolved. 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. 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.

5 5 of 5 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