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PUBLIC SECTOR SERVICE DELIVERY
Coordinate the provision of services
across the public sector organisation
level:
7
credit:
20
planned review date:
February 2006
sub-field:
Public Sector Services
purpose:
People credited with this unit standard are able to: promote
and secure commitment to service delivery objectives; develop
and integrate communication channels across the
organisation; establish organisation performance measures for
provision of services; and monitor and review cooperation and
coordination.
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
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.
2
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
Promote and secure commitment to service delivery objectives.
performance criteria
1.1
Commitment to service delivery objectives is sought and obtained from managers.
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PUBLIC SECTOR SERVICE DELIVERY
Coordinate the provision of services
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1.2
Processes developed foster input from personnel across the organisation into the
formulation of service delivery objectives.
1.3
Processes developed recognise groups and individuals who have dual
accountability and encourage their participation and commitment.
1.4
Sections, workgroups, and individuals are encouraged to contribute ideas to
formulation of service delivery objectives that are relevant to their service delivery
operations.
1.5
People with leadership and management roles are assigned responsibilities for
securing commitment to service delivery objectives from sections, workgroups,
and individuals.
element 2
Develop and integrate communication channels across the organisation.
performance criteria
2.1
Corporate strategies identify practical ways of improving communication links with
other branches or sectors in accordance with the operations of the organisation.
2.2
Strategies are implemented in accordance with maximising opportunities for
communication through branch or sector meetings and other organisation forums.
2.3
Opportunities are identified and used in relation to the establishment of special
purpose teams, or task forces, to facilitate communication objectives and
outcomes to colleagues across the organisation.
2.4
Opportunities are identified and used to initiate forums and activities across the
organisation to enhance coordination and communication of service delivery
objectives.
2.5
Communication channels developed include use of formal and informal processes
and networks.
2.6
Communication channels developed foster opportunities for the continuous
identification and communication of improvements to service delivery.
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PUBLIC SECTOR SERVICE DELIVERY
Coordinate the provision of services
across the public sector organisation
2.7
Specific areas of accountability established ensure that effective consultation and
communication links between sections, workgroups, and individuals across the
organisation are assigned to relevant staff, and are incorporated into their
performance objectives.
2.8
Communication channels and processes developed are consistent with
organisation policies and procedures relating to internal and external
communication and organisation structure and methods of operation.
element 3
Establish organisation performance measures for provision of services.
performance criteria
3.1
Performance standards and measures developed with managers are achievable
and are consistent with their level of responsibility.
3.2
Performance standards and measures developed with sections and workgroups
are achievable and are consistent with their group responsibilities.
3.3
Performance standards and measures developed with individuals are achievable
and are consistent with their individual responsibilities.
3.4
Constraints on the achievement of performance standards are identified and
specified, and recommendations are made in relation to corrective actions.
3.5
Options for initiating actions to facilitate achievement of performance objectives
are identified, and recommendations are made in terms of improving internal and
external service delivery coordination and support systems and providing targeted
staff training.
element 4
Monitor and review cooperation and coordination.
performance criteria
4.1
Processes established monitor and review the extent of commitment by
managers, sections, workgroups, and individuals to service delivery objectives,
and to identify and address areas for improvement.
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PUBLIC SECTOR SERVICE DELIVERY
Coordinate the provision of services
across the public sector organisation
4.2
Processes established monitor the effectiveness of communication processes and
channels developed to link sections and workgroups across the organisation, and
identify and address areas of concern.
4.3
Processes established monitor the effectiveness of communication processes and
channels developed to maintain cooperation and coordination with external
groups and agencies.
4.4
Processes established monitor and review the extent of achievement of service
delivery objectives across the organisation, and identify and respond to shortfalls
in achievement.
4.5
Recommendations are developed in relation to opportunities for improvements in
internal and external cooperation and coordination identified through the
monitoring and review process.
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