LINKS TO OTHER NATIONAL INITIATIVES/FRAMEWORKS QUESTIONS
• How does PSIF support and integrate with SOAs?
PSIF provides a supporting architecture for the delivery of SOAs, by providing an underpinning framework for outcome focused performance management within community planning partnerships. . Given that 50% of the PSIF score is based on customer, people, community and key performance results, the deployment of PSIF within and across partner organisations will result in the delivery of improvements to customers, both directly as users of local public services and indirectly, as members of the wider local community.
During autumn 2009, we will be evaluating whether PSIF provides a framework for community planning partnerships, at both board and thematic level, to evaluate how they are doing, how they know how they're doing and to identify where they need to improve and to monitor and review their performance on a regular basis
• What is the IiP Standard?
IiP is an organisation improvement tool which looks at outcomes rather than processes. The Standard is a code of good practice for leading, managing and developing people which aligns business, leadership, people and learning strategies.
• What is the CSE Standard?
• A driver of continuous improvement. It helps organisations to self assess their capability in relation to customer focussed service delivery and to identify areas and methods for improvement.
• A skills development tool. It supports individuals and teams within the organisation to explore and acquire new skills in the area of customer focus and customer engagement. This helps to build their capacity for delivering improved services.
• An independent validation of achievement. CSE requires organisations to seek formal accreditation to the standard, demonstrate their competence, identify key areas for improvement and celebrate their success.
• Open to all sectors. Eligibility has been expanded from Charter Mark and all sectors (public, private and voluntary) can apply for accreditation.
• Does PSIF consider equalities issues?
Whilst the framework does incorporate equalities issues, the PSIF Operational Board is committed to further improving the links with equalities issues. A mapping exercise is underway to a more rigorous and detailed Equalities Framework for Local Government which has been approved by the Equalities and Human Rights Commission.
• Are the questions mapped to EFQM, IiP and Customer Service Excellence Standard word for word?
The questions relating to IiP and CSE standards are largely mapped word for word to allow organisations to collate the required evidence should they choose to apply for these standards. The EFQM mapped questions have been modified to suit the public sector nature of the PSIF organisations.
• Our various services undergo a number of inspections – is PSIF another layer on top of these inspections?
One of the primary aims of the PSIF is to reduce duplication in the number and type of assessments which an organisation needs to experience. We have worked closely with our colleagues in the Social Work Inspection Agency and Her Majesty’s Inspectorate of Education to map their frameworks (SWIA Performance Improvement Model and HMIE’s QMIE2) to PSIF. Those organisations that use PSIF will be able to directly map their evidence for PSIF to these professional inspectorate models. We will continue to work with our other partners in inspectorates and regulatory bodies to ensure that we build upon this existing benefit.
• If I already have the Customer Service Excellence/Charter Mark or IIP accreditation, how will this help me with PSIF?
Those organisations that already hold CSE or IiP will be able to complete a substantial amount of the framework with their existing evidence for these standards. They can then focus their attention on the retention of these standards and the broader EFQM/BV element of PSIF.
• My organisation already uses EFQM, can I still implement PSIF?
Yes, we have a number of organisations who already used EFQM before moving onto the PSIF. There will be a reduced training and awareness requirement within these organisations relating to self-evaluation.
• By implementing PSIF, do we automatically get IiP, and the Customer Service Excellence Standard?
No, the PSIF is a framework and not a standard. PSIF is used to drive continuous improvement and embed the principles of excellence within your organisation.
However, adopting the PSIF will streamline your improvement initiatives under an over-arching framework which is aligned and directly linked to the recognised standards. Whilst you will find it easier and simpler to achieve these standards, you will still have to apply individually in order to be accredited for the Investors in People, Quality Scotland’s Levels of Excellence and Customer Service Excellence Standard.
• What is the relationship between PSIF and improvement tools, such as Kaizen, six sigma etc
These tools are complementary to PSIF and can be used in addition to provide more detailed analysis of identified areas for improvement. They are not a prerequisite however and we would recommend that an organisation takes into account their own areas for improvement and existing processes before making the decision to resource these options as well as PSIF.
• Links between PSIF and BV2?
These links are currently being established. Using the initial BV2 consultation information, we are mapping the framework to the characteristics of a BV2 council. Further and more detailed mapping will take place when BV2 has been finalised by Audit Scotland.
