Public Service Improvement Framework
What is it?
The Public Service Improvement Framework (PSIF) is a self-assessment tool, which encourages organisations to conduct a systematic and comprehensive review of their own activities and results. It is based on the EFQM Excellence Model and incorporates the use of the Investors in People standard, Customer Service Excellence and Best Value principles. In essence, PSIF is a streamlined approach to organisational improvement for the public sector.
How does it work?
The PSIF is based on the EFQM Excellence Model and integrates the principles of Best Value with criteria from the Investors in People and Customer Service Excellence. Through the integration of these standards and frameworks, duplication is minimised and increased efficiencies are encouraged, retaining the rigour of self-assessment.
Once signed up to the PSIF, organisations will go through a programme of specifically tailored training provided by Quality Scotland. As well as raising awareness, PSIF Practitioners will benefit from dedicated support from the PSIF Implentation team. Once training has been carried out, PSIF organisations will systematically roll out a programme of self-assessments throughout their organisation which will enable them to identify their strengths and areas for improvement. This will result in the production of an implementation plan and promote continuous improvement throughout the organisation.
What is the background of PSIF?
The Public Service Improvement Framework has been developed in partnership with Quality Scotland, West Lothian Council, The Improvement Service and Investors in People Scotland who all share the same aim of implementing PSIF throughout all public and third sector services across Scotland.
West Lothian Council had been using the Excellence Model for a number of years and saw an opportunity to streamline business improvement initiatives. Working in tandem with Quality Scotland and Investors in People Scotland, they developed the PSIF, which has been successfully implemented across their 49 services. The deployment of this framework has contributed to many of the organisation’s improvements and successes, including having won LGC Council of the Year 2006, The Scottish Awards for Business Excellence 2005-06, achieved an excellent Best Value Audit in 2005, attainment of Customer Service Excellence for many services and the continued retention of the Investors in People standard.
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 Boarders Fire and Rescue; Strathclyde Fire and Rescue; Scottish University for industry and The Richmond Fellowship.
Phase Two of the PSIF was launched in March 2008 with a further 18 organisations implementing the framework.
To date, over 24 organisations are now operating PSIF across Scotland, with 60 PSIF practitioners now qualified as EFQM Accredited Assessors. Additionally, 300 practitioners have so far taken part in PSIF Awareness Sessions carried out by Quality Scotland.
How can we get involved?
The PSIF Partnership is engaging with many public service organisations, preparing them for future implementation of PSIF. As the Public Service Improvement Framework is a complex yet powerful tool, your organisation may require a degree of maturity in fields such as the Excellence Model or Investors in People before it can successfully implement PSIF.
To find out more about the Public Service Improvement Framework or to get involved, contact Claire Ford on 0131 556 2333 or claire.ford@qualityscotland.co.uk.
