Sub-Field:Public Sector Services

8484 version 4

15-Oct-1210-Oct-12

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level:5

credit:10

planned review date:February 2006

sub-field:Public Sector Services

purpose:People credited with this unit standard are able to: analyse service delivery policies and derive implementation factors for service delivery; consult with service delivery personnel and relevant external sources to define and confirm implementation issues; develop, test, and communicate implementation guidelines; and establish processes to monitor and review implementation guidelines.

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:1Performance of the elements of this unit standard must comply with relevant current legislation including the Public Finance Act 1989, the State Sector Act 1988, the Official Information Act 1982 and the Privacy Act 1993.

2Performance 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

Analyse service delivery policies and derive implementation factors for service delivery.

performance criteria

1.1Analysis of policies identifies and clarifies implementation issues and risks.

1.2Analysis of policies differentiates implementation factors for distinct service delivery areas.

1.3Analysis of policies assesses resources in relation to implementation.

1.4Analysis of policies indicates the nature and extent of systems, methods, and expertise required to implement service.

element 2

Consult with service delivery personnel and relevant external sources to define and confirm implementation issues.

performance criteria

2.1Consultation confirms implementation factors in terms of resources, systems, methods, and expertise.

2.2Consultation considers capability in relation to implementation, and identifies outstanding issues and needs to achieve implementation.

Range:may include but is not limited to - resources, systems, methods, and expertise.

element 3

Develop, test, and communicate implementation guidelines.

performance criteria

3.1Guidelines developed provide information required for successful implementation of service delivery and address factors for distinct service areas.

3.2Guidelines are communicated to the Minister for consideration where relevant.

3.3Guidelines are tested with staff in typical service delivery situations to identify areas for improvement and improvements identified are incorporated into guidelines.

3.4Training needs identified during testing processes are communicated to relevant people responsible for training provision.

3.5Guidelines are communicated to staff involved in implementation, and verification is obtained in terms of their understanding of the guidelines.

element 4

Establish processes to monitor and review implementation guidelines.

performance criteria

4.1Monitoring and review processes established provide for input from service delivery personnel on the adequacy of implementation guidelines and identify areas for improvement.

4.2Monitoring and review processes established provide for input from relevant external sources on the adequacy of implementation guidelines and identify areas for improvement.

4.3Monitoring and review processes established evaluate implementation guidelines in relation to implementation results and identify areas for improvement.

4.4Monitoring and review processes established determine whether implementation guidelines meet the needs of distinct service delivery areas and identify the areas for improvement.

4.5Monitoring and review processes established provide for input from service delivery personnel and relevant external sources on training needs.

Comments on this unit standard

Please contact The Skills Organisation 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 inter-institutional 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 which can be accessed at

 New Zealand Qualifications Authority 2018