Elements and Performance Criteria
- Analyse client needs
- Key stakeholders and clients are consulted to determine options for addressing client needs.
- Understanding of options for service delivery is used to match client services to clients needs.
- Records of client needs are developed and maintained in accordance with organisational policy and procedures.
- Client requirements are identified and client feedback is reviewed routinely to ensure that needs will be met.
- Service delivery is reviewed routinely to ensure it satisfies requirements of clients.
- Deliver service which satisfies changing client requirements
- Current and relevant information and materials are provided to clients in accordance with their needs.
- Service delivery is based on up-to-date information, is successfully negotiated and finalised as required.
- Current good practice is reflected in client service delivery.
- Problems in client service delivery are identified and addressed.
- Improvements to client services practices and procedures are implemented within the area of responsibility.
- Secure employee commitment to the provision of client service
- A consultative approach within the business unit is adopted to formulate service delivery standards.
- Sections, workgroups and individuals are encouraged to suggest and action strategies to improve service delivery.
- Quality client service provided by individuals or workgroups is identified and recognised.
- Quality client service is modelled for employees within the business unit.
- Promote client service
- Service to potential clients is marketed effectively.
- Potential areas of difficulty in client services are identified and solutions recommended.
- Client concerns about the service are resolved and complaints of a serious nature are referred to senior staff.
- Responses to clients are actioned within an acceptable timeframe.
- Monitor client services