8486 version 4
28-Jun-16
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PUBLIC SECTOR SERVICE DELIVERY
Identify and respond to opportunities for
development of public sector services
and products
level:
6
credit:
15
planned review date:
February 2006
sub-field:
Public Sector Services
purpose:
People credited with this unit standard are able to: establish,
build, and maintain relationships; identify existing and potential
clients and research their needs; evaluate options to develop
services to meet identified needs; monitor trends and identify
future needs for services; identify and assess opportunities to
differentiate services to attract new clients; and develop
service delivery structures to support client base.
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:
services encompasses services and products.
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
8486 version 4
28-Jun-16
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PUBLIC SECTOR SERVICE DELIVERY
Identify and respond to opportunities for
development of public sector services
and products
Establish, build, and maintain relationships.
Range:
may include but are not limited to - government and political relationships, media
relationships, internal and external contacts, networks, strategic alliances, joint
ventures.
performance criteria
1.1
Relationships relevant to service development are established and maintained
within the organisation.
1.2
Relationships relevant to service development are established and maintained
with external contacts.
1.3
Consultation and communication channels established with contacts include
formal and informal processes appropriate for the nature of the relationship.
1.4
Relationships developed have mutual benefits for the parties in terms of
determining potential improvement and development of services.
element 2
Identify existing and potential clients and research their needs.
performance criteria
2.1
Contacts consulted contribute to identification of existing and potential clients and
assessment of their needs.
2.2
Colleague and client feedback processes contribute to identification of existing
and potential clients and assessment of their needs.
2.3
Monitoring and analysis of emerging trends, issues, and changes in the external
and internal environment contribute to identification of existing and potential
clients and assessment of their needs.
2.4
Monitoring and analysis of government policy priorities and initiatives contributes
to identification of existing and potential clients and assessment of their needs.
2.5
Consultation and communication processes contribute to definition of needs of
existing and potential clients in relation to services.
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PUBLIC SECTOR SERVICE DELIVERY
Identify and respond to opportunities for
development of public sector services
and products
2.6
Identified needs are assessed in terms of implications for government policies and
for resources.
element 3
Evaluate options to develop services to meet identified needs.
performance criteria
3.1
Assessments of identified needs in relation to services determine whether existing
services are able to be developed or new services need to be established to
satisfy needs.
3.2
Evaluation processes assess viability and capability of developing services within
the organisation.
3.3
Evaluation processes assess viability and capability of developing services
through alternative external sources.
3.4
Evaluation processes determine if information should be passed on to other
providers for service development.
element 4
Monitor trends and identify future needs for services.
performance criteria
4.1
Processes established monitor and analyse emerging trends, issues, and
changes in the external and internal environment to determine future needs.
4.2
Internal and external contacts, networks, and alliances consulted contribute to
identification of future needs.
4.3
Colleague and client feedback processes contribute to identification of future
needs.
4.4
Processes established communicate information on future needs to government
for consideration in relation to policy development.
 New Zealand Qualifications Authority 2016
8486 version 4
28-Jun-16
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PUBLIC SECTOR SERVICE DELIVERY
Identify and respond to opportunities for
development of public sector services
and products
element 5
Identify and assess opportunities to differentiate services to attract new clients.
performance criteria
5.1
Investigations identify potential new client groups and new clients within
established groups.
5.2
Current services are assessed in terms of their potential to meet needs of new
clients.
5.3
Assessments distinguish opportunities for differentiation of existing services to
meet needs of new clients.
5.4
Evaluations determine potential and viability of options for differentiation of
existing services to meet needs of new clients.
element 6
Develop service delivery structures to support client base.
performance criteria
6.1
Monitoring and analysis of emerging trends, issues, and changes in internal and
external environment identify requirements for delivery structures to support
existing and potential client base.
6.2
Consultations with internal and external contacts, networks, and alliances
contribute to assessment of requirements for delivery structures to support
existing and potential client base.
6.3
Colleague and client feedback processes contribute to identification of
requirements for delivery structures to support existing and potential client base.
6.4
Evaluation of existing delivery structures assesses capability of meeting
requirements to support existing and potential client base and identifies
improvements and changes required to meet needs.
 New Zealand Qualifications Authority 2016
8486 version 4
28-Jun-16
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PUBLIC SECTOR SERVICE DELIVERY
Identify and respond to opportunities for
development of public sector services
and products
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