Public Service Improvement Framework
- The EFQM Excellence Model
- The Investors in People Standard
- The New Customer Service Excellence Standard (formally 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.
Statement from PSIF Operational Board
We are committed to ensuring that PSIF is applied consistently across participating organisations as a robust self-evaluation performance framework, and to supporting those organisations in aligning PSIF with their organisational objectives and in realising actual improvements in their results and outcomes for customers and citizens.
Key messages
Linking to the wider performance environment of Single Outcomes Agreements, Equalities Frameworks and sustainability, the key messages are detailed below which reflect the strengths of the framework in supporting service improvement:
- The Public Service Improvement Framework is an organisational performance improvement framework, which encourages organisations in the public and third sector to conduct a systematic and comprehensive review of their own activities and results through self-evaluation
- The PSIF Operational Board is committed to ensuring that PSIF is applied consistently across participating organisations as a robust organisational performance improvement framework
- The PSIF Operational Board will support PSIF organisations in aligning PSIF with their corporate objectives and in realising actual improvements in their results and outcomes for customers and citizens
- The framework is based on the EFQM Excellence Model and integrates the principles of Best Value with the criteria from the Investors in People Standard and the Customer Service Excellence Standard. Through the integration of these standards and frameworks, duplication is minimised and increased efficiencies are encouraged, retaining the rigour of self-evaluation
- The rigour of the framework requires each organisation to use the same question set and to apply it consistently across the different facets of their structure
- The capacity for change in the question set is limited and PSIF organisations will have the opportunity to suggest changes as part of the annual PSIF review, which will then be considered by the Implementation Group and approved by the Operational Board
- An overriding purpose of the PSIF is to leave a legacy of self-assessment and a culture of excellence within organisations. The PSIF will streamline business improvement initiatives into an all encompassing framework, which will result in greater efficiencies and a better allocation of resources
- PSIF partners are expected to actively contribute to good practice/benchmarking exercises with their co-participants with a view to sharing knowledge to prevent further duplication of work within the PSIF community
- Full support is available for PSIF organisations from both the Improvement Service and from the wider community of participating organisations, to complement the investment made by PSIF organisations in the people resources required to deploy PSIF
Background to the PSIF
The PSIF was developed based upon the experiences of West Lothian Council, where it is successfully implemented across 58 services.
Following the Framework's launch in September 2006, six organisations were identified to take part in the Phase One of the roll-out of PSIF: City of Edinburgh Council; Stirling Council and Clackmannanshire Council (based on certain shared services); Lothian and Borders Fire and Rescue; Strathclyde Fire and Rescue; Scottish University for Industry (Learndirect Scotland).
Phase Two of the PSIF was launched in March 2008. A further 21 organisations are now implementing the framework. These are: Angus Council; Argyll and Bute Council; Dumfries & Galloway Council; Dundee City Council; Fife Council; Glasgow City Council; East Renfrewshire Council; Inverclyde Council; North Ayrshire Council; North Lanarkshire Council; Renfrewshire Council; Scottish Borders Council; South Lanarkshire Council; The Highland Council; The Moray Council; West Dunbartonshire Council; Skills Development Scotland; Includem; Falkirk Council, Tayside Fire and Rescue and The Richmond Fellowship Scotland.
How does it 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 Team, PSIF organisations will systematically roll-out a programme of self-assessments throughout their organisation. The self-assessment process enables organisations to identify their strengths and the areas for improvement which will inform annual planning and define improvement initiatives. You will find information based on the experiences of these organisations in our FAQs.
How do you get involved?
The PSIF Partnership is engaging with many public service organisations, preparing them for future implementation of PSIF. It is recommended that certain characteristics are in place in order to make the implementation a success and that the full benefits of using the model are received.
if you have any enquiries on PSIF or require further information then please contact Jane O'Donnell on 01506 775567 or Sarah Gadsden on 01506 775570.
