Introduction
To ensure the provision of quality social welfare services to the public, and to increase the accountability of delivering welfare services, SWD and subvented NGOs have jointly introduced a Service Performance Monitoring System (SPMS) that was implemented by phases over a period of three years with effect from 1999-2000. Under the SPMS, performance of service units receiving LSG and other welfare subvention is assessed based on the Funding and Service Agreements (FSAs) drawn up for each of the subvented services and evaluated against a set of well-defined Service Quality Standards (SQSs).
Service Quality Standards
Define the level of which, in terms of management and service provision, service units are expected to attain.
developed according to four principles which set out the core values of welfare services:
- to clearly define the purpose and objectives of the service and make its mode of delivery transparent to the public
- to manage resources effectively with flexibility, innovation and continuous quality improvement
- to identify and respond to specific service users’ needs
- to respect the rights of service users
There are 16 SQSs, each of which is elaborated by a set of Criteria and Assessment Indicators.
They are generic descriptions of the basic requirements so as to enable service operators to have appropriate methods tailor-made for a certain service type or a particular service unit in meeting the SQS requirements.
16 SQSs
CLEAR DESCRIPTION
The service unit ensures that a clear description of its purpose, objectives, and mode of service delivery is publicly available.
REVIEW AND UPDATE THE POLICIES
AND PROCEDURES
The service unit should review and update the documented policies and procedures describing how it will approach key service delivery issues.
SERVICE OPERATIONS AND ACTIVITIES
The service unit maintains accurate and current records of service operations and activities.
ROLES AND RESPONSIBILITIES
The roles and responsibilities of all staff, managers, the Management Committee and/or the Board or other decision-making bodies should be clearly defined.
HUMAN RESOURCES
The service unit/agency implements effective staff recruitment, contracting, development, training, assessment, deployment, and disciplinary practices.
PLANNING, REVIEW AND EVALUATION
The service unit regularly plans, reviews and evaluates its own performance, and has an effective mechanism by which service users, staff, and other interested parties can provide feedback on its performance.
FINANCIAL MANAGEMENT
The service unit implements policies and procedures to ensure effective financial management.
LEGAL OBLIGATIONS
The service unit complies with all relevant legal obligations.
SAFE ENVIRONMENT
The service unit takes all reasonable steps to ensure that it provides a safe physical environment for its staff and service users.
ENTER AND LEAVE SERVICE
The service unit ensures that service users have clear and accurate information about how to enter and leave the service.
ASSESSMENT ON SERVICE USERS' NEEDS
The service unit has a planned approach to assessing and meeting service users’ needs (whether the service user is an individual, family, group or community).
INFORMED CHOICES
The service unit respects the service users’ right to make informed choices of the service they receive as far as practicable.
PRIVATE PROPERTY
The service unit respects the service users’ rights in relation to private property.
PRIVACY AND CONFIDENTIALITY
The service unit respects the service users’ rights to privacy and confidentiality.
APPEAL
Each service user and staff member is free to raise and have addressed, without fear of retribution, any complaints he or she may have regarding the agency or the service unit.
FREE FROM ABUSE
The service unit takes all reasonable steps to ensure that service users are free from abuse.