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PUBLIC SECTOR SERVICE DELIVERY
Establish and foster a client focus for
public sector service delivery
level:
6
credit:
15
planned review date:
February 2006
sub-field:
Public Sector Services
purpose:
People credited with this unit standard are able to: determine
and articulate benefits and implications of the adoption of a
client centered focus for service delivery; assess the need for
changes in current business processes and practices to meet
client needs; and develop strategies to assess and respond to
changing client needs.
entry information:
Open.
accreditation option:
Evaluation of documentation and visit by NZQA and industry.
moderation option:
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, users from external organizations;
stakeholder refers to individual or group with material
interest;
organisation refers to public sector organisation.
2
Performance of the elements of this unit standard must
comply with relevant current legislation including the
Privacy Act 1993 and the Public Finance Act 1989.
3
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
 New Zealand Qualifications Authority 2016
8472 version 4
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PUBLIC SECTOR SERVICE DELIVERY
Establish and foster a client focus for
public sector service delivery
element 1
Determine and articulate benefits and implications of the adoption of a client centered
approach for service delivery.
Range:
identification of client base, maintenance of client base, expansion of client base,
opportunities for service development, impact(s) of competitive environment.
performance criteria
1.1
Department, agency, or section operations are reviewed in terms of identifying
core business activities.
1.2
The nature of relationships with clients and stakeholders is defined, and their
needs, preferences, and entitlements are determined in relation to service
delivery.
1.3
Services that meet identified needs, preferences, and entitlements are specified,
and gaps in services provided, and conflicts between various client needs are
identified and evaluated.
1.4
Assessments clarify benefits to the organisation of developing and maintaining an
awareness of and commitment to meeting client needs.
1.5
Assessments clarify impacts for the organisation of options for identifying and
meeting client needs.
1.6
Processes developed and implemented communicate benefits and implications of
client focus for operations throughout the organisation.
1.7
Processes developed and implemented secure support from staff for initiating and
fostering a client orientation for service delivery.
element 2
Assess the need for changes to current business processes and practices to meet client
needs.
performance criteria
 New Zealand Qualifications Authority 2016
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PUBLIC SECTOR SERVICE DELIVERY
Establish and foster a client focus for
public sector service delivery
2.1
Processes established assess feedback from clients, stakeholders, and
organisation sources, in terms of identifying changes that would enhance the
extent to which client needs, preferences, and entitlements are met.
2.2
Monitoring and feedback processes enable identification of areas for improvement
in terms of the service provider, client, stakeholder relationship.
2.3
Monitoring and feedback processes enable identification of service refinements
and improvements.
2.4
Proposals for changes to business processes and practices are developed from
feedback received, and are evaluated in terms of benefits, costs, and risks for
service delivery.
element 3
Develop strategies to assess and respond to changing client needs.
performance criteria
3.1
Strategies developed provide processes for effective monitoring
communication of client needs and expectations of service delivery.
and
3.2
Strategies developed provide for ongoing assessment of the match between client
needs and expectations and the delivery of existing services, and for identification
of limitations of existing services.
3.3
Strategies developed provide for ongoing identification and evaluation of
opportunities to differentiate services, and provide new services to meet individual
client needs.
3.4
Strategies address pricing factors and establish processes for assessing costs of
providing quality and client service.
3.5
Intangible and no cost benefits of providing quality and client service are identified
in terms of relationship building and promotion of services.
3.6
Strategies address delivery factors and establish processes for providing linkages
between clients and services provided and/or purchased.
3.7
Strategies provide for ongoing analysis of the service provision environment and
identification of factors that impact upon service delivery activities.
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PUBLIC SECTOR SERVICE DELIVERY
Establish and foster a client focus for
public sector service delivery
Range:
3.8
may include but are not limited to - external environment technology changes, policy changes, competitive factors,
compliance factors, demand fluctuations;
internal environment - support structures, service specifications,
resources, facilities, objectives, capacity fluctuations.
Strategies developed are within the responsibilities and parameters of purchase
agreements and organisation policy.
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.
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
http://www.nzqa.govt.nz/framework/search/index.do.
which can
be
accessed at
 New Zealand Qualifications Authority 2016