Guideline 5. Setting appropriate standards for different services and facilities

Submitted by Anonymous (not verified) on Tue, 07/10/2018 - 09:46

The institution sets easy-to-measure standards for the various services it offers to difficult-to-cover groups across its service delivery network.

Guideline code

EXT_00700

Mechanism

Service standards may cover issues such as fundamental principles of the services, system guarantee, delivery and supervision requirements, and basic requirements for assessment and improvement. Such standards should be periodically reviewed and updated by the management and contain easy-to-measure indicators in terms of quantity and quality of the work done and of the timing requirement for the service provided.
Facility standards often set requirements concerning overall construction requirements, selection of sites, scales of construction, internal functions and equipment requirements, among others, for different levels of service centres.
The management may refer to the ISSA Guidelines on Service Quality and the ISSA Good Practice database in the process of setting appropriate standards for different services and facilities.

Parent

Structure

The management should promote standardization of services and facilities, which, together with professionalization, digitalization and partnership strategies, can greatly accelerate the extension of coverage to difficult-to-cover groups.