The Public Service Improvement Framework is a self-evaluation framework which encourages organisations to conduct a comprehensive review of their own activities and results. It promotes a holistic approach to continuous improvement by incorporating a number of established organisational improvement frameworks/standards (a standard provides a set target to meet whilst a framework encourages continuous improvement):
• The EFQM Excellence Model
• The Investors in People Standard
• The Customer Service Excellence Standard (formerly the Charter Mark Standard)
• Best Value principles
By integrating the assessment approaches delivered by these frameworks, the PSIF minimises duplication and increases efficiency - whilst retaining the rigour.
The roll-out of the Public Service Improvement Framework is supported by four partner organisations: the Improvement Service, Investors in People Scotland, Quality Scotland and West Lothian Council.
• How does the PSIF work?
The PSIF provides a framework of key questions to challenge and stimulate performance through a structured process, which is developed to suit organisational needs and drivers.
Through a programme of training, awareness raising and support from the PSIF Implementation Group, PSIF organisations will systematically roll-out a programme of self-evaluations throughout their organisation. The self-evaluation process enables organisations to identify their strengths and the areas for improvement which will inform annual planning and define improvement initiatives.
• Can the wording of the questions in the PSIF Framework be changed?
The wording in the framework cannot be changed automatically as it reflects the exact wording required to align directly with IiP and Customer Service Excellence Standard. However, the PSIF Operational Board will consider any request to change the wording carefully on application after consultation with its partner organisations. Each December, every PSIF organisation will be invited to an event to review all aspects of PSIF, including the Framework itself, the supporting guidance, training, implementation etc, and the outputs from this event will form the basis of the annual PSIF work programme, subject to the approval of the PSIF Operational Board.
• Can I use PSIF to look at a theme, such as Community Safety?
Yes, the PSIF can be used to examine themes as well as organisational excellence. Some initial work has been done in this area by West Lothian Council working with their community safety partners. The PSIF Implementation Group will support any request to assess a theme specifically upon application. In addition to this, the PSIF Partnership is creating specific framework sets to be used in Community Planning Partnership Assessments. These will be subject to pilots later in 2009 to ensure they are effective and then disseminated widely throughout the partnership.
• What is the difference between PSIF and EFQM?
The PSIF is based upon the EFQM Excellence Model as well as incorporating essential elements of the Investors in People standard and the Customer Service Excellence standard. PSIF reflects the language and culture of public sector organisations, whereas EFQM is based on private sector profit focus/language e.g. In Section 9 – Performance Results, PSIF looks at efficiency and effectiveness reflecting Best Value principles whilst EFQM looks at profit and bottom line from a private industry point of view.
• How do we know if PSIF is robust?
The content of the PSIF Framework is drawn from a number of established frameworks/
standards as outlined in the question ‘What is PSIF?’ and organisations using these frameworks/standards are subject to external assessment. The PSIF Partnership is also further developing its approach to Quality Assurance to reflect the growth in PSIF partners and the links being made between PSIF and the audit and inspection bodies.
At the heart of the rigour and robustness of the Public Service Improvement Framework lies the RADAR scoring system. RADAR consists of four elements- Results, Approach, Deployment, Assessment and Review.
RADAR states that an organisation needs to:
• Determine the results it is aiming to achieve as part of its policy and strategy making process. These results cover the performance of the organisation, both financially and operationally, and the perceptions of its customers and stakeholders;
• Plan and develop an integrated set of sound approaches to deliver the required outcomes both now and in the future;
• Deploy the approaches in a systematic way to ensure full implementation;
• Assess and review the approaches followed based on monitoring and analysis of the results achieved and ongoing learning activities; and
• Identify, prioritise, plan and implement improvements where needed.
When using the PSIF framework within an organisation the Approach, Deployment, Assessment and Review elements of the RADAR logic should be addressed for each of the "What we Do" questions and the Results element should be addressed for each "What we Achieve" questions.
The RADAR elements, together with the use of the PSIF framework, can be used to stimulate innovative thinking. It will prompt organisations to consider questions regarding the approaches to be used, how they are to be deployed and how they will measure the effectiveness and ultimately the desired outcomes.
In the context of PSIF, the RADAR logic is used within self-evaluation, using the RADAR scoring matrix. This ensures that a rigorous process has been used and the self-evaluation process delivers a robust set of actions and evidence.
• Can PSIF be implemented in all public sector organisations?
The PSIF community already consists of local authorities, fire and rescue services and some third sector organisations. We would actively welcome enquiries from any public sector organisation.
• Does the framework allow flexibility?
There is a rigour in the question set and the assessment matrix used to complete assessments. However, the implementation and guidance around the use of PSIF is flexible to suit each organisation’s culture and experience e.g. some organisations have started their PSIF journey by using a Corporate Management Team assessment whilst others pilot PSIF within a service area. Both options are equally valid and realise benefits dependant on that particular organisation.
• How will PSIF support the improvement of efficiencies within my organisation?
By identifying the areas for improvement and allowing a systematic prioritisation, the PSIF will focus the work and effort of each organisation on identified efficiencies.
• How often does PSIF get updated?
The PSIF is subject to constant review by our partner organisations and the team within the Improvement Service who will monitor its relevance and effectiveness for each participating organisation on a quarterly basis. The PSIF Implementation Group is tasked with making any necessary changes/amendments to the framework, guidance documentation or support arrangements. In addition, each December, every PSIF organisation will be invited to an event to review all aspects of PSIF, including the Framework itself, the supporting guidance, training, implementation etc, and the outputs from this event will form the basis of the annual PSIF work programme, subject to the approval of the PSIF Operational Board.
• What scrutiny arrangements are in place for PSIF?
The PSIF is subject to scrutiny from our partner organisations, the High Level Advisory Group and Operational Board – all of whom receive regular reports on the implementation progress of each organisation, any risks identified and project management arrangements in place to support the use of the framework.
• If we become part of the PSIF partnership, can our organisation brand the framework with a different name?
Yes, this is very common and helps to ensure buy-in within organisations.
• What Quality Assurance mechanisms are in place?
Some organisations do have their own internal QA processes involving internal challenge to results and improvement plans. However, this approach is currently inconsistent across the partnership. Supported by the PSIF High Level Advisory Board, the PSIF Operational Board is in the process of further developing its approach to Quality Assurance and new arrangements will be announced shortly.
• How can PSIF be used to determine budget preferences?
Once an organisation is at a stage of maturity with PSIF, they should be able to identify budget priorities based on the scores of the assessment and the highlighted areas for improvement.
• Will PSIF link with my existing performance management system?
The PSIF is an “umbrella” framework and therefore should match to any existing performance management system. Many PSIF organisations have already made this key link and we can advise further on application.
• How do I get started with PSIF?
If you are interested in using PSIF within your own organisation, please contact us on 01506 775567 or via email at psifdirector@improvementservice.org.uk
