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齊心共獻 優質服務
Course Objectives
 To understand the philosophy, objectives,
principles and criteria of the 5 SQSs in
Phase 1 implementation.
 To understand the implementation and selfassessment process of the SQSs.
 To understand the role of agency leadership,
service unit manager, and SWD.
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Role of Trainers
 Achieve the objectives of the course.
 Answer questions as far as possible, may
have to discuss with SWD later.
 Provide after-training services related to the
content of the training via the internet.
 Channel feedback related to SPMS and SQS
received in the training back to SWD.
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Role of Participants
 Pay attention
 Raise queries and give comments
 Complete the worksheets distributed
 Give feedback about the training and trainer
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齊心共獻 優質服務
What is Quality
[Spend a few minutes to complete worksheet-4-1]
The combination of characteristics which
make a product/service fit for its
intended use at a reasonable price.
Example:
Qualities of a social worker - committed, caring,
resourceful, competent, efficient, ethical, etc.
Qualities of a service - client-centred, accessible,
effective, efficient, relevant, responsive, etc.
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What is a Quality Standard
 approved and accepted by the relevant
groups (e.g. service providers, funding
bodies)
 specify what has to be achieved and if
appropriate the level of achievement
 allow for measurement or judgement that the
specified level has been achieved
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What Service Quality Standards (SQS) are
 Set levels of quality in the delivery of social
welfare services
 Are generic: relevant to al types of social welfare
services, though the way to meet such standards
may vary depending on the nature of service.
 Reflect existing social welfare policy objectives
 Are achievable within current level of service
development and available resources
 Are expressed in terms of processes
 Are measurable and monitored
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 Serve as the benchmark for assessment
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What SQSs are not
 Input measures
 Output measures
 Outcome measures
BUT processes or procedures if carried out
 the quality of service can be improve if it is
not good enough
 the quality of service can be even better if it
is already achieving its objectives
 the quality of services can be assured
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How SQSs are developed
 By the Subvention Review Consultants: Coopers
& Lybrand
 By reviewing 10 different sets of standards from
various countries
 By consulting the “Working Group on Service
Quality Standards/Performance Assessment”
comprised of professionals from NGOs, SWD,
HKCSS, and universities.
 By consulting the NGOs and SWD staff members
via circulating the Exposure Draft of the SQSs.
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The Philosophy of the Standards
 Accountability: Quality assurance for public fund.
 People-focused service: increased opportunities for
service users and their families to have input into the
way services are delivered.
 Process-based: They spell out how the quality of service
can be assured.
 Through the definition of quality standards and the
criteria of achieving them, internal and external
assessment can be based on a common understanding
 Standards are set to be achieved, assessed, and revised.
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The objectives of implementing SQS (1)
 to promote the provision of better quality services
to clients of social welfare services
 to clarify and confirm the values underpinning the
delivery of social welfare services
 to promote a common commitment to continuous
quality improvement and innovation in service
delivery amongst services and agencies
(to be continued-)
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The objectives of implementing SQS (2)
 to identify and address those quality standard that
are important, reasonable, achievable, and
common to all social welfare services
 to inform clients, staff and the general community
of what can reasonably be expected of the quality
of social welfare services
 to obtain a focus on quality management
processes within services
 to promote accountability for the quality of
services delivered.
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The 3 phases of implementation
Phase 1 (1999-2000)
 SQS: 1, 4, 10, 11, 18
 35 FSA
Phase 2 (2000-2001)
 SQS: (1, 4, 10, 11, 18) + (3, 12, 16, 17, 19)
(35 + part of the remaining) FSA
Phase 3 (2001-2002)
 SQS: All
 FSA: All
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The 4 Principles of SQS
 Provision
of information
 Service management
 Service to users
 Respect for service users’ rights
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The 5 SQSs in
Phase 1 Implementation
 SQS 1: The service unit ensures that a clear description of its purpose,
objectives and mode of service delivery is publicly available.
 SQS 4: The roles and responsibilities of all staff, managers, the
Management Committee and/or the Board or other decision making
bodies should be clearly defined.
 SQS 10: The service unit takes all reasonable steps to ensure that it
provides a safe physical environment for its staff and clients.
 SQS 11: The service unit ensures that service users have clear, accurate
information about how to enter and leave the service.
 SQS 18: Each service user and staff member is free to raise and have
addressed, without fear of retribution, any complaints he or she may
have regarding the agency or the service.
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Implementing the SQS
within the Agency
 Assign personnel to coordinate the implementation of
Service Performance Monitoring System
 Decide on agency policy in downstream SQS training.
 Endorse internal procedures in implementation of SQS
and self-assessment. (For example click here)
 Decide on responsibilities at different levels as per SQS.
 Assign coordinators and set up task groups for each
service type if appropriate.
 Liaise with service coordination committees of HKCSS
and Service Performance Section (SPS) of the SWD.
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Issues of Implementing the SQS
within the Agency
 Assign personnel to coordinate the implementation of
Service Performance Monitoring System.
 Endorse internal procedures in implementation of SQS
and self-assessment.
 Assign coordinators and set up task groups for each
service type if appropriate.
 Liaise with service coordination committees of
HKCSS and Service Performance Section (SPS) of the
SWD.
 The issues and art of change management.
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Your role in implementing the SQS
within the Agency
(take a few minutes to complete worksheet-4-2)
If you are
 a board member
 the director
 a service coordinator
 a service unit manager
 a front line staff member
(For small agencies, the director, service coordinator, and unit
manager may be the same person)
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Implementing SQS in service units
 Assign personnel responsible for implementing the SQS
(most probably the unit manager)
 Inform staff, service users and their family members,
and other stakeholders about the SQS
 Involve staff, service users and their families members
wherever appropriate and possible
 Assess if service/service unit meets the SQS
 Identify areas for change
 Plan actions to ensure the service/service unit meets the
SQS
 Implement the action plan
 Conduct self assessment as notified by theTowards
SWD.
Quality Service
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Performing Self Assessment (1)
 Decide on » whether a self-assessment should be performed
before the formal process notified by the SWD.
» who should be the internal assessor for each unit
(most probably the unit managers)
» Assign a Reviewer or appoint a review committee
within the agency to review the assessment and
make recommendations
 Make implementation handbook available to
the internal assessor(s), review team, and
service units.
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Performing Self Assessment (2)
 Service and Unit managers collect all the documents
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related to each of the SQS.
Complete self-assessment checklist by internal
assessor
Submit checklist and the related documents to the
Reviewer or the Review Committee.
Reviewer or Review Committee discuss with unit
manager.
Finalize and sign checklist by unit manager.
Submit checklist to Board/Management Committee for
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endorsement.
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Self and External Assessment
 Submission of self-assessment report to the SPS of
SWD annually or as directed by SPS.
 SWD will notify NGOs on the proposed dates of
first submission of self-assessment report for each
type of service.
 Self-assessment reports and the related documents
will be the bases for External Assessment.
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External Assessment
 Performed by the Service Performance Section of the
SWD.
 At least one service unit from each service type as
nominated by the NGO.
 SPS will give prior notice to the NGOs and service units
on the dates of external assessment.
 External assessment will normally conducted after the
service unit has submitted its self-assessment report.
Towards Quality Service
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Results of External Assessment


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The external assessment will determine
whether the service unit meets the SQS.
There will be an appeal procedure and an
external review body if the service unit
disagrees with the results.
If service unit does not meet the SQS, the
service unit is to develop an action plan and
agrees it with the SWD.
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Roles of Agency
 Receives training provided by SWD
 Performs downstream training
 Implements SQS
 Perform self-assessment
 Submit report to SWD
 Carry out action plan if required
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Roles of the SWD
 Provides training to agency managers
 Provide support through Help Desk
 Disseminate update information via newsletter
 Notify NGO on the dates and implementation
schedule of submitting self-assessment report
and external assessment.
Towards Quality Service
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Before you leave this session
 Take a few minutes to complete worksheet-4-3
(Are you SQS ready?)
 Take a few minutes to complete the Evaluation
Form
 You can always visit the following web-site to
review what have been cover in this session:
http://www.hku.hk/hrnwlck/sqstrain/sqstrain.htm
 You can always ask questions about or send
comments about the content of this session to the
Training Coordinator, C.K. Law via e-mail
<hrnwlck@hkucc.hku.hk>
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After you have left this session
 Seek assistance: Help Desk of SPS (Phone: 2832
4368, Fax: 2575 5632)
http://www.info.gov.hk/swd/english/info/index3b.htm
 SQS training: Training Section of SWD (2575
4321x226) or SPACE of HKU (2975 5665).
 Revisit material covered in this session:
http://www.hku.hk/hrnwlck/sqstrain/sqstrain.htm
 Questions or comments about the content of this
session: Training Coordinator, C.K. Law
<hrnwlck@hkucc.hku.hk>
Towards Quality Service
齊心共獻 優質服務