Modification History
PSPGSD501A Release 2: Layout adjusted. No changes to content.
PSPGSD501A Release 1: Primary release.
Unit Descriptor
This unit covers quality service delivery through the development and implementation of systems, strategies and procedures. It includes developing, implementing and monitoring procedures to maximise the quality of government service delivery.
In practice, developing and implementing procedures may overlap with other generalist and specialist work activities, such as working ethically, complying with legislation, monitoring and maintaining workplace safety, developing client services, undertaking research and analysis etc.
This is a new unit of competency, added to the Government Service Delivery Competency field of the Training Package in 2004.
Application of the Unit
Not applicable.
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Elements are the essential outcomes of the unit of competency. |
Together, performance criteria specify the requirements for competent performance. Text in bold italics is explained in the Range Statement following. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1 . Develop procedures to maximise the quality of service delivery |
1.1 Procedures are put in place to ensure that decisions about targeting of government services are based on up-to-date information about available services and users. 1.2 Systems and procedures are established and maintained so teams can access specialist information and assistance when working with organisations and individuals with particular needs. 1.3 Procedures are developed and implemented to monitor and address changing trends in circumstances, legislation, environmental factors or urgency of needs. 1.4 Client/customer contact strategies and protocols are developed and implemented. 1.5 Procedures are developed to ensure organisational standards and procedures are applied consistently within organisational teams. 1.6 Strategies for internal and external distribution of information are developed and implemented to ensure individual and organisational effectiveness is maximised. 1.7 Strategies to deal with contingencies, identified gaps and inadequacies in service provision are developed and implemented. |
2 . Implement and monitor procedures to maximise the quality of service delivery |
2.1 Organisational standards and procedures are monitored to ensure they are applied consistently within the team. 2.2 Programs are implemented to ensure that the skills required to work with a diverse client/customer group are developed within the team. 2.3 Timely responses to operational issues requiring prompt action are made in accordance with legislation, policy and guidelines . 2.4 Networks are established and maintained, to ensure appropriate referrals to services from within and outside the organisation. 2.5 Information and strategies relating to the government service delivery role are shared through interaction and consultation with colleagues and users of the services. 2.6 The quality and efficiency of processes are monitored and improvements are identified where necessary to maximise service delivery outcomes. |
Required Skills and Knowledge
This section describes the essential skills and knowledge and their level, required for this unit. |
Skill requirements Look for evidence that confirms skills in:
|
Knowledge requirements Look for evidence that confirms knowledge and understanding of:
|
Evidence Guide
The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package. |
|
Units to be assessed together |
PSPETHC501B Promote the values and ethos of public service PSPGOV502B Develop client services PSPGOV504B Undertake research and analysis PSPGSD502A Manage the emergent dynamics of government service delivery PSPGSD503A Provide specialist technical service delivery PSPLEGN501B Promote compliance with legislation in the public sector PSPOHS501A Monitor and maintain workplace safety |
Overview of evidence requirements |
In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:
|
Resources required to carry out assessment |
These resources include:
|
Where and how to assess evidence |
Valid assessment of this unit requires:
Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:
Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:
|
For consistency of assessment |
Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments |
Range Statement
The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here. |
|
Government services may include: |
|
Specialist information and assistance may include: |
|
Environmental factors may include: |
|
Contact strategies and protocols may include: |
|
Diverse client/customer group includes differences in: |
|
Legislation, policy and guidelines may include: |
|
Unit Sector(s)
Not applicable.
Competency field
Government Service Delivery.