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9 all staff various sessions all staff collaborate

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9.All staffvarioussessionsAll staffCollaborateConsultInformto be transparent of processto give staff an overview of service delivery reviewsto help staff find the most up to date informationto work with staff during the review and the changeprocess as the key people involved in service delivery.10. CEO/general managerbriefingsAll staffInformto be transparent of processto give staff a progress update.11. CEO/general managerbulletinElected membersDirectorsManagersInformto be transparent of processto give staff a progress update.
42Example activity [tocomplete]Stakeholders [tocomplete]Level ofengagementObjectives [to complete]Actions [tocomplete]Responsibility[to complete]Timing [tocomplete]12. Service planning intranetpageAll staffInformto be transparent of processto guide staff to most up to date information.13. Initial trainingService delivery reviewteamInformto provide staff undertaking service planning withinformation and training to be able to undertake the reviewof their serviceto enable managers to feel confident in their task.14. Service planning onlinetoolsCoordinatorsManagersDirectorsCEOInformto provide managers with easy to access information andtools to enable them to undertake the review.15. Service delivery reviewteam meetingsService delivery reviewteam staff undertakingservice delivery reviewsCollaborateto allow members to share and network with each otherto enable project team to provide advice and supportto keep track of progressto give members dedicated and regular access to projectteam.16. MentoringManagers whose servicesare being reviewedInvolveto provide external guidance and support to managers.17. Various communityactivitiesCommunity in generalCommunity AdvisoryGroupVariousto engage the community in the reviewto understand services required and set levels of serviceto obtain feedback on optionsto review recommendations.
SERVICE DELIVERY REVIEW43B.EVALUATION FRAMEWORKExample outcome hierarchy[to complete]Example evaluation questions[to complete]Performanceindicators[to complete]Performanceinformation[to complete]Judgements aboutsuccess[to complete]Ultimateoutcomesservice delivery review meetsobjectivesDid we achieve the objectives of the review?Has individual and organisational capacity for planning, management andservice delivery improved?How can the review process be further improved?How can we share our experiences with others?Intermediateoutcomesservice delivery better planned,managed and reviewedTo what extent is the service delivery review leading to improvements inservice delivery?To what extent is the review having the anticipated effect?

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Term
Three
Professor
Tanvi
Tags
Project Management, Service Delivery Review

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