Develop and implement procedures for government service delivery

Unit of competency Outline

Date retreived
22/07/2026 3:02 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Unit of competency

National Code
PSPGSD010

State Code
AWV06

TGA Status
Deleted

DTWD Status
Deleted

Current Release Number
1.00

Current Release Date
07/03/2016

View on TGA

State Implementation and Classification

Approved Date

21/07/2016

Field of Education

080313 - Public And Health Care Administration

Original Release Date

21/07/2016

Nominal Hours

Description

This unit describes the skills required to provide quality service delivery through the development and implementation of systems, strategies and procedures. It includes monitoring procedures to maximise the quality of government service delivery.This unit applies to those working in public sector roles but may be applied to anyone working in a similar organisational context.The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.Those undertaking this unit would work autonomously in consultation with others, performing complex tasks in a familiar context.No licensing, legislative or certification requirements apply to unit at the time of publication.

Notes

Elements and Performance Criteria

1. Develop procedures to maximise the quality of service delivery

1.1 Implement procedures to ensure that decisions about targeting of government services are based on uptodate information about available services and users.
1.2 Establish and maintain systems and procedures so teams can access specialist information and assistance when working with organisations and individuals with particular needs.
1.3 Develop and implement procedures to monitor and address changing trends in circumstances, legislation, environmental factors or urgency of needs.
1.4 Develop and implement client/customer contact strategies and protocols.
1.5 Develop and implement strategies for internal and external distribution of information to ensure individual and organisational effectiveness is maximised.
1.6 Develop and implement strategies to deal with contingencies, identified gaps and inadequacies in service provision.

2. Implement and monitor procedures to maximise the quality of service delivery

2.1 Monitor organisational standards and procedures application within the team.
2.2 Implement programs to ensure that the skills required to work with a diverse client/customer group are developed within the team.
2.3 Respond to operational issues requiring action.
2.4 Establish and maintain networks, to ensure appropriate referrals to services from within and outside the organisation.
2.5 Share information and strategies relating to the government service delivery role through interaction and consultation with colleagues and users of the services.
2.6 Monitor the quality and efficiency of processes and identify improvements.

No information

Replaces

State Code	National Code	Title	Type
C8142	PSPGSD501A	Develop and implement procedures for government service delivery	Unit of competency

State Code	National Code	Title	Type
AZY1	PSP50516	Diploma of Trade Measurement	Qualification