8471 version 4
16-Feb-16
1 of 5
PUBLIC SECTOR SERVICE DELIVERY
Develop and produce public sector
service delivery protocols and
agreements
level:
7
credit:
20
planned review date:
February 2006
sub-field:
Public Sector Services
purpose:
People credited with this unit standard are able to: negotiate
the nature and extent of services to be provided, and protocols
governing service provision; establish terms of the agreement;
specify services to be purchased and/or provided; and approve
review, monitoring, evaluation, and reporting provisions.
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/or 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
Negotiate the nature and extent of services to be provided, and protocols governing service
provision.
 New Zealand Qualifications Authority 2016
8471 version 4
16-Feb-16
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PUBLIC SECTOR SERVICE DELIVERY
Develop and produce public sector
service delivery protocols and
agreements
performance criteria
1.1
Customs, conventions, and proprieties are agreed in relation to protocols to be
observed in negotiations and agreements.
1.2
The substance and form of protocols are considered and agreed in relation to
negotiations and agreements for service provision.
1.3
The need for services is established in relation to political requirements and
customer needs, and the range of services to be purchased and/or provided is
clarified.
1.4
Specifications of services are agreed.
Range:
quantity, quality, place of delivery, time of delivery, form of delivery,
cost basis, price basis.
1.5
Capability of the public sector organisation to supply identified services is
confirmed in relation to the range and specification of services.
1.6
Negotiations are conducted with appropriate purchaser and provider personnel
acting within their limits of responsibility, and within specific public sector
organisation policies and procedures.
element 2
Establish terms of the agreement.
performance criteria
2.1
The term of the agreement is defined, and commencing and terminating dates are
specified in accordance with protocols and arrangements negotiated.
2.2
Parties to the agreement are specified, the nature of the purchaser and provider
relationship is established, and the purpose and scope of the agreement are
defined in terms of the services to be purchased and/or supplied, and in
accordance with agreed protocols.
2.3
Where applicable to specific agreements, expectations of the Minister(s) are
defined in terms of value of outputs purchased and/or supplied.
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8471 version 4
16-Feb-16
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PUBLIC SECTOR SERVICE DELIVERY
Develop and produce public sector
service delivery protocols and
agreements
2.4
Terms and conditions of services to be purchased and/or supplied are specified in
accordance with protocols and agreements negotiated.
Range:
2.5
may include but are not limited to - basis of costs and prices,
quantities, quality standards, place, time, and form of delivery.
Specifications define special conditions relating to services to be provided.
Range:
may include but are not limited to - nature and extent of consultation
required, service delivery provisions required by the Minister, nature
and form of protocols.
2.6
Ownership, liability, and arbitration provisions are established, and responsibilities
and obligations of the parties are specified in accordance with protocols and
agreements negotiated.
2.7
Powers, obligations, risks, and accountability provisions associated with delivery
of services are specified in terms of rights and responsibilities of the parties to the
agreement.
2.8
Performance indicators and measures are defined and agreed by the parties.
Range:
may include but are not limited to - assessment of service provision
in relation to specifications and undertakings, processes for verifying
delivery of agreed outputs, provisions for rewards and sanctions,
basis for comparison with other service providers.
2.9
Provisions and procedures for amending, updating, and canceling the agreement
that meet the needs of the parties are established and specified in the agreement.
2.10
Payment basis, terms, and conditions that have been established during
negotiations between the parties are specified in the agreement.
element 3
Specify services to be purchased and/or provided.
performance criteria
3.1
Service provision outputs are classified in accordance with agreements.
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8471 version 4
16-Feb-16
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PUBLIC SECTOR SERVICE DELIVERY
Develop and produce public sector
service delivery protocols and
agreements
Range:
description, output class, quantity measures, quality measures.
3.2
Summary produced details outputs to be purchased, output classification(s), and
output costs.
3.3
Provisions of protocols and agreements that stipulate the nature and form of
specification of services are complied with.
element 4
Approve review, monitoring, evaluation, and reporting provisions.
performance criteria
4.1
Monitoring and reporting needs are approved in relation to agreements.
Range:
frequency and basis of comparison of achievement of outputs in
relation to undertakings, specifications, performance, and
accountability measures.
4.2
Assessments of expertise and resources determine capability of organisation to
undertake review processes or to contract in external review services.
4.3
Procedures established for identifying and reporting variance from agreed
performance standards and accountability measures are in accordance with
purchaser and provider needs.
Range:
variance reports, corrective action proposals.
4.4
Processes approved ensure effective review, monitoring, evaluation, and reporting
procedures to meet identified purchaser needs, and provisions of public sector
organisation policies.
4.5
Outcomes of review, monitoring, evaluation, and reporting procedures are
evaluated, and the need for amendments to the agreement are identified and
agreed with the parties.
 New Zealand Qualifications Authority 2016
8471 version 4
16-Feb-16
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PUBLIC SECTOR SERVICE DELIVERY
Develop and produce public sector
service delivery protocols and
agreements
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