8481 version 4
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PUBLIC SECTOR SERVICE DELIVERY
Evaluate public sector service delivery
level:
7
credit:
20
planned review date:
February 2006
sub-field:
Public Sector Services
purpose:
People credited with this unit standard are able to: evaluate the
extent of achievement of organisational objectives for service
delivery; contrast the capability and performance of service
delivery in relation to other service providers; evaluate the
continued relevance and profitability of individual services
and/or products; and assess cost-effectiveness of marketing
and promotion of services and/or products.
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
Evaluate the extent of achievement of organisational objectives for service delivery.
performance criteria
 New Zealand Qualifications Authority 2016
8481 version 4
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PUBLIC SECTOR SERVICE DELIVERY
Evaluate public sector service delivery
1.1
Service delivery performance achievement measures are reviewed against
objectives defined in organisation strategies, and incorporated into department,
agency, section, business, or operational plans.
1.2
Assessments of the extent of achievement of service delivery objectives define
shortfalls in achievement and interpret contributing factors.
1.3
Evaluation methods incorporate review of performance indicators that measure
retention of clients, successful discharge of clients, and their satisfaction with
services provided.
1.4
Contributing factors are identified and interpreted in relation to shortfalls in
achievement of organisational objectives.
1.5
Situations where service delivery objectives have been exceeded are identified
and interpreted in terms of contributing factors.
1.6
Evaluation processes incorporate assessments of service delivery management
and support structures, operations, and processes.
Range:
1.7
may include but are not limited to - management monitoring and
review of service delivery performance, establishment of
performance targets and measures, reporting requirements and
procedures, staff recruitment, induction, training.
Evaluation reports integrate information obtained through the assessment
process, and provide conclusions and recommendations in relation to
achievement of service delivery objectives.
element 2
Contrast the capability and performance of service delivery in relation to other service
providers.
Range:
may include but are not limited to national and international comparisons.
performance criteria
2.1
Providers of similar services and products are identified, and their capability and
performance are assessed in relation to the public sector organisation capability
and performance.
2.2
Benchmark indicators and best practice models provide contrasts with the
capability and performance of the public sector organisation.
 New Zealand Qualifications Authority 2016
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PUBLIC SECTOR SERVICE DELIVERY
Evaluate public sector service delivery
2.3
Potential for improvements to the capability and performance of service delivery is
determined in relation to performance of competing service providers and
examples of benchmark indicators and best practice models.
2.4
Delivery alternatives are assessed and recommendations made in terms of
internal delivery by the organisation or external purchasing for delivery.
element 3
Evaluate the continued relevance and cost effectiveness of individual services and products.
performance criteria
3.1
Evaluation processes acknowledge and incorporate feedback from clients and
assessment of changing client needs.
3.2
Evaluation processes incorporate assessment of cost effectiveness and continued
relevance of individual services and products.
3.3
Products and services that are assessed to be no longer relevant are identified,
and recommendations are made for phasing them out of the product or service
range.
3.4
Implications of phasing out products and services are identified in relation to
government and organisation policies.
element 4
Assess cost-effectiveness of marketing and promotion of services and/or products.
performance criteria
4.1
Marketing objectives established for services and/or products are assessed in
relation to performance indicators and measures.
Range:
4.2
marketing objectives - market growth, market share, sales volume,
profitability.
Marketing and promotion costs are identified and specified in relation to services
and/or products.
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PUBLIC SECTOR SERVICE DELIVERY
Evaluate public sector service delivery
4.3
Processes are developed and implemented to evaluate responses to proposed
marketing and promotion initiatives, and assessments are made of the desirability
and cost-effectiveness of initiatives.
4.4
Marketing and promotion expenditure is analysed in relation to product and/or
service sales revenue and other benefits, and comparisons are made with prior
periods and with competing providers.
4.5
Results of assessments are used to determine cost-effectiveness of marketing
and promotion strategies for services and/or 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