8476 version 4
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PUBLIC SECTOR SERVICE DELIVERY
Establish process for identifying and
communicating client needs for public
sector services
level:
6
credit:
15
planned review date:
February 2006
sub-field:
Public Sector Services
purpose:
People credited with this unit standard are able to: develop and
implement effective processes for identifying client needs;
evaluate the extent to which client needs are being met within
existing policy provisions; and define, articulate, and
communicate needs that are not being met within existing
policy provisions.
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
element 1
 New Zealand Qualifications Authority 2016
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PUBLIC SECTOR SERVICE DELIVERY
Establish process for identifying and
communicating client needs for public
sector services
Develop and implement effective processes for identifying client needs.
performance criteria
1.1
Processes provide for identification of and consultation with internal and external
clients to assess and verify needs.
1.2
Processes incorporate client management and communication systems.
1.3
Processes provide for development of feedback mechanisms to monitor client
needs.
element 2
Evaluate the extent to which client needs are being met within existing policy provisions.
performance criteria
2.1
Evaluation processes relate existing policy provisions to identified client needs,
assess the extent to which needs are being met, and identify constraints to the
fulfilment of client needs.
2.2
Evaluation processes assess costs of meeting client needs.
2.3
Evaluation processes distinguish client status, factors, and profiles in relation to
needs and expectations that are not being met.
2.4
Evaluation processes assess the extent to which existing policy provisions have
achieved defined performance indicators and measures in relation to client needs.
element 3
Define, articulate, and communicate needs that are not being met within existing policy
provisions.
performance criteria
3.1
Unfulfilled client needs and expectations identified through evaluation processes
are specified in relation to existing policy provisions and are verified with clients
and staff.
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PUBLIC SECTOR SERVICE DELIVERY
Establish process for identifying and
communicating client needs for public
sector services
3.2
Deficiencies and constraints in meeting defined performance indicators and
measures identified through evaluation processes are specified in relation to
existing policy provisions and are verified with client groups and staff.
3.3
Recommendations for amendments to existing policies and service delivery
processes to address identified deficiencies and constraints are developed,
clarified, and verified with client groups and staff.
3.4
Recommendations for new policy provisions to address defined needs and
expectations are developed, clarified, and verified with client groups and staff.
3.5
Communication processes inform and clarify recommended policy amendments,
solutions, and alternatives to achieve required outcomes in terms of client needs
and expectations.
3.6
Communication processes clarify impacts of changes to policies in relation to
client needs.
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.
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PUBLIC SECTOR SERVICE DELIVERY
Establish process for identifying and
communicating client needs for public
sector services
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