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PUBLIC SECTOR SERVICE DELIVERY
Establish processes for public sector
organisations to optimise interface with
the public
level:
6
credit:
10
planned review date:
February 2006
sub-field:
Public Sector Services
purpose:
People credited with this unit standard are able to: determine
nature of interface required to meet public needs; establish
and enhance points of public contact; and develop processes
and staff to respond appropriately to public enquiries and
requests.
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:
public refers to being open to general observation, or of
concern to the people as a whole;
community refers to group of people with common
interest.
2
Performance of the elements of this unit standard must
comply with relevant current legislation including the
Official Information Act 1982 and the Privacy Act 1993.
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
element 1
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PUBLIC SECTOR SERVICE DELIVERY
Establish processes for public sector
organisations to optimise interface with
the public
Determine nature of interface required to meet public needs.
performance criteria
1.1
Consultation processes establish requirements for access to services and
information at points of public contact in terms of meeting public needs and
government policy criteria.
Range:
1.2
location of access point(s), access methods, need for off-site
locations.
Consultation processes establish nature and level of services and information
required at points of public contact.
element 2
Establish and enhance points of public contact.
performance criteria
2.1
The physical environment is organised to optimise public access to services.
Range:
may include but is not limited to - clear identification of access
points, ease of access, layout, design, and decor of public space.
2.2
Information detailing services provided is current, accessible, and conveniently
displayed.
2.3
Processes established for identifying and accessing relevant staff to handle public
enquiries are appropriate for services provided, and meet the needs of the public.
2.4
Communication systems developed and established are appropriate for services
provided and are responsive to public needs.
Range:
may include but are not limited to - electronic and computer
communications systems, systems for handling correspondence,
telephone systems.
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PUBLIC SECTOR SERVICE DELIVERY
Establish processes for public sector
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the public
2.5
Privacy and security considerations take into account the establishment and
development of access points and communication processes for on-site and offsite locations.
element 3
Develop processes and staff to respond appropriately to public enquiries and requests.
performance criteria
3.1
Processes are established and staff are trained to provide physical reception
services that are appropriate for the nature of services provided, and are
responsive to public needs.
3.2
Communication systems are established and staff are trained to handle remote
public enquiries appropriately for the nature of services provided, and to meet
needs for access to information.
3.3
Communication processes developed and established facilitate access by the
public to the organisation.
3.4
Processes are developed and staff are trained to be responsive to handling
complaints from the public in relation to services and information provided.
3.5
Monitoring and evaluation processes developed assess public and client
satisfaction with access to information and personnel and identify limitations.
3.6
Monitoring and evaluation processes developed assess public satisfaction with
services and information supplied and identify limitations.
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.
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PUBLIC SECTOR SERVICE DELIVERY
Establish processes for public sector
organisations to optimise interface with
the public
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