8474 version 4
28-Jun-16
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PUBLIC SECTOR SERVICE DELIVERY
Establish client needs and gain
agreement on requirements 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: 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.
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
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 1988.
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
8474 version 4
28-Jun-16
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PUBLIC SECTOR SERVICE DELIVERY
Establish client needs and gain
agreement on requirements for public
sector service delivery
element 1
Interpret and confirm the nature and extent of the relationship between the client and the
organisation.
performance criteria
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.
performance criteria
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.
performance criteria
 New Zealand Qualifications Authority 2016
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PUBLIC SECTOR SERVICE DELIVERY
Establish client needs and gain
agreement on requirements for public
sector service delivery
3.1
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.
performance criteria
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.
performance criteria
5.1
Management systems are confirmed in terms of ability to support service delivery
requirements.
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PUBLIC SECTOR SERVICE DELIVERY
Establish client needs and gain
agreement on requirements for public
sector service delivery
5.2
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.
performance criteria
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.
 New Zealand Qualifications Authority 2016
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PUBLIC SECTOR SERVICE DELIVERY
Establish client needs and gain
agreement on requirements for public
sector service delivery
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