8475 version 4
28-Jun-16
1 of 5
PUBLIC SECTOR SERVICE DELIVERY
Develop public sector service delivery
objectives, and implement systems to
meet client needs
level:
7
credit:
20
planned review date:
February 2006
sub-field:
Public Sector Services
purpose:
People credited with this unit standard are able to: formulate
service delivery objectives; design and implement effective
service delivery processes; develop and implement
management systems to support delivery processes; develop
and implement effective monitoring and reporting procedures;
and identify and resolve service delivery issues.
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, and users from external organisations;
stakeholder refers to individual or group with material
interest; organisation refers to a business entity.
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
8475 version 4
28-Jun-16
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PUBLIC SECTOR SERVICE DELIVERY
Develop public sector service delivery
objectives, and implement systems to
meet client needs
element 1
Formulate service delivery objectives.
performance criteria
1.1
Processes are established and implemented to consult with, and provide
opportunities for internal and external clients and stakeholders to contribute to the
formulation of service delivery objectives.
1.2
Government policies and organisation strategy and plans are reviewed, and
implications are assessed and defined in relation to service delivery objectives.
1.3
Objectives formulated are consistent with government policy and organisation's
strategy and plans, and are responsive to the needs of clients and stakeholders.
1.4
Objectives formulated establish achievable and measurable targets in relation to
quality, quantity, timeliness, cost, and location of services.
element 2
Design and implement effective service delivery processes.
performance criteria
2.1
Consultation processes designed and implemented determine the nature and
form of service delivery to meet the needs of clients and stakeholders.
2.2
Operational processes appropriate for the nature of the services, the form(s) of
delivery, and the needs of clients and stakeholders are designed in accordance
with organisation structure and policies, and comply with policy, procedures, and
legislation.
2.3
Quality assurance processes and systems designed and implemented are
appropriate for the nature of the services, the needs of clients and stakeholders,
and are able to be resourced by the organisation.
2.4
Costing and pricing processes relevant to the nature of the services and the
form(s) of delivery are designed and implemented in accordance with organisation
policies and procedures.
 New Zealand Qualifications Authority 2016
8475 version 4
28-Jun-16
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PUBLIC SECTOR SERVICE DELIVERY
Develop public sector service delivery
objectives, and implement systems to
meet client needs
element 3
Develop and implement management systems to support delivery processes.
performance criteria
3.1
Management plans developed optimise and integrate the use of resources to
achieve service delivery objectives.
3.2
Management skills training that is consistent with facilitating achievement of
service delivery plans and appropriate for the needs of individuals, is developed
and implemented for relevant management personnel.
3.3
Management systems and procedures relevant to the support of service delivery
processes are developed and implemented through the planning and training
processes.
3.4
Performance objectives, standards, and measures
implemented for management of service delivery.
are
developed
and
element 4
Develop and implement effective monitoring and reporting procedures.
performance criteria
4.1
Monitoring and reporting procedures developed and implemented provide
information on completion of client requirements, retention of clients where
relevant, the extent to which service delivery has met needs and expectations,
and client proposals for improvements to systems.
4.2
Monitoring and reporting procedures developed and implemented evaluate the
continued relevance and profitability of individual products and services, and
identify potential product and service modifications.
4.3
Monitoring and reporting procedures developed and implemented evaluate the
extent of achievement of service delivery objectives.
 New Zealand Qualifications Authority 2016
8475 version 4
28-Jun-16
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PUBLIC SECTOR SERVICE DELIVERY
Develop public sector service delivery
objectives, and implement systems to
meet client needs
4.4
Monitoring and reporting procedures developed and implemented evaluate the
effectiveness of management systems and the extent of achievement of
performance objectives.
4.5
Monitoring and reporting procedures developed and implemented evaluate the
comparative performance of the department, agency, or section in terms of
service delivery, in relation to competing providers of services.
element 5
Identify and resolve service delivery issues.
performance criteria
5.1
Service delivery agreements developed specify processes for identification and
resolution of issues that are responsive to the needs of the provider and the client.
5.2
Service delivery issues and problems are dealt with promptly in accordance with
provisions of agreements, and organisation policies and procedures.
5.3
Processes are developed and implemented to confirm with the client and relevant
organisation personnel that service delivery issues and problems have been
resolved.
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.
 New Zealand Qualifications Authority 2016
8475 version 4
28-Jun-16
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PUBLIC SECTOR SERVICE DELIVERY
Develop public sector service delivery
objectives, and implement systems to
meet client needs
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