Develop and implement procedures for government service delivery

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver PSPGSD501A, 'Develop and implement procedures for government service delivery'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Develop and implement procedures for government service delivery' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


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.


Qualifications and Skillsets

PSPGSD501A appears in the following qualifications:

  • PSP52210 - Diploma of Government (Trade Measurement)
  • PSP52212 - Diploma of Government (Trade Measurement)