KDIGO guideline on diabetes management in CKD 2020-11-24T15:56:00Z Recommendations on comprehensive care, glycaemic monitoring and targets, lifestyle and antihyperglycaemic interventions, and approaches to self-management and optimal models of care A service owner may differ from a service provider. It may be necessary to scan the environment, both internally and externally, to determine possible influences that affect the attainment of service standards. Mandatory services generally address a common Government of Canada business need and are intended to reduce siloed operations, duplication and inefficiency. A mechanism to provide feedback and to address client service issues in a timely manner is available to clients. Consider the following: Does the department proactively provide information to clients about how to provide feedback through all delivery channels and to whom feedback should be provided, including a contact name, a phone number, and a street, email or social media address? A service is the provision of a specific or final output that addresses one or more needs of an intended recipient and contributes to the achievement of an outcome. The requirement applies to both external services and internal enterprise, regardless of whether those services require authentication, The requirement does not set a specific target for the proportion of internal enterprise or external e-enabled services that each department must make available to clients. Section 7.6 of the Policy on Service, which came into effect on October 1, 2015, requires that user engagement approaches be developed to promote awareness and uptake of e-services. The output of this service is a passport. Consider any recent changes to your departmental mandate, context or services. It also facilitates the development of coherent approaches to implementing and using metrics across sectors and branches. Title Guideline on conducting an initial on-site assessment Author Department of Cooperative Governance & Traditional Affairs Subject 24/05/2019 Created Date 5/24/2019 4:24:02 PM Guideline: Inquiries into the administration and management of government sector agencies 21 Sep 2015 This guideline sets out a principles-based approach to guide the Public Service Commissioner in considering whether to exercise the power of inquiry under section 83 of the Government Sector Employment Act 2013 (GSE Act). Where possible, avoid sending different messages to each region or client group or encouraging unwanted comparisons between the levels of service offered in each region. An understanding of services first requires knowledge of the context in which they operate. For external services, select from one of the following elements: For internal enterprise services, select from one of the following elements: Whether the service has been identified as a priority service, a mission critical service and/or an essential service by the department. Was sufficient attention paid to the potential impact of known trends, such as new demand, or change in channel preferences? <> Identify and confirm your department’s priority services, referring to your departmental service inventory. Though most service issues are minor in nature, they typically require immediate attention in order to be resolved in a timely manner. <> \±!I ¯Yѽ¢J~ÏØ(lÜ©òup­ï¬æ›oç¯CJÜû4#9w ΓefŒÒÁ2÷–¥#R>3½É]¹Ø’»Þ/åbÙlQœåÛi`÷.-\eÁ„íüË)àÎõå°ïÀ Ãw¬jí_ô;óa2ž The following list of internal service types (as prescribed in the Policy on Results) can be used to assist in the identification of, and reporting on, internal enterprise services. It can help in determining the resources required for service delivery (for example, staffing, facilities, information technology and information management). Some of the information related to the service is delivered over the Internet. The Specification provides: Templates and guidelines to inform the content re-work, development and harmonization necessary by institutions as they prepare to migrate their content to the Managed Web Services platform and decommission their URLS, Requirements which are key for effective alignment with the implementation of the Managed Web Service. (divided by) 4. In this regard, this Guideline is intended for the use of departments of the Government of Canada in their journeys towards implementing strong service management practices. <> The Guideline on Service Agreements: An Overview provides an overview of service agreements and is geared toward senior managers and executives. Programs provide the context for determining the services to be delivered. Priority services are external and internal enterprise services, determined by each department based on a number of considerations, including: Priority Services must be identified in a department’s service inventory and are expected to remain relatively static over time. The greater the need for the information in a specified time frame, the greater the likelihood that it is a service. <> (PDF) PDF) Does the service involve the delivery of a permit or authorization? Identifying priority services helps departments focus their attention on particular improvement areas based on their specific operational contexts. Identify best practices for similar services? Total number of external and internal enterprise services. For example, a call centre agent providing information or advice in the form of a final output contributes directly to an outcome; the client has obtained customized information and advice needed to access Government of Canada programs and services. A service does not always require that a service provider interact directly with a recipient. The Policy on Service sets out requirements for deputy heads in relation to various aspects of service management. Needs are met by a program, which has the mandate and resources to address these needs. One of the 10 elements that make up the Management Accountability Framework is. Does the activity contribute, on its own, to the achievement of an outcome? The target for meeting this standard is set at 95%. Determining whether an issue identified by a client is eligible for consideration under a particular mechanism can help to avoid wasting resources on a misunderstanding, a wrongly directed concern, or a frivolous matter. Learning opportunities ensure that service providers have the resources, tools, relationships, networks, training, education, and supervisory support to enable them to apply service knowledge and skills (see Table 6 below) in service design and during client service interactions. 5 0 obj Clients who wish to provide feedback or require assistance to resolve a service issue need to know how to provide it and to whom, and this information should be readily available and clear. When undertaking a review of priority services, consider the following key steps: Once you have identified your overarching goals or objectives for service improvement, you may wish to consider the following key questions as part of your review of priority services. Once approved, your service redesign and optimization initiatives should be reflected in your department’s service management strategy. Identify and confirm the key review questions that will be used to assess your department’s priority services. use of sensitive personal or commercial information. A list of the legislation and/or policies that grant authority for the establishment of the service. Addressing the following considerations can help in assessing whether information or data is a service. endobj A yes/no value that indicates whether there are service standards for the service. Treasury Board of Canada Secretariat Public Enquiries, Guideline on Service Agreements: An Overview, Guideline on Service Agreements: Essential Elements, Standard on Identity and Credential Assurance, Policy on Service Standards for External Fees, Supporting Effective Evaluations: A Guide to Developing Performance Measurement Strategies, Communications Policy of the Government of Canada, Cabinet Directive on Regulatory Management, Technical specifications for the web and mobile presence. Departments are responsible for ensuring they comply with all policy requirements for service standards. In instances of third-party delivery, departments must incorporate e-enabled requirements into their contracts or agreements, as compliance with the Policy on Service remains necessary in those situations. When accessing government services, clients need the most up-to-date information that will allow them to make behavioural choices about their interactions. Spring 2021 Eating Disorders In Progress The guideline Service standards and real-time performance information should be linked to an operational performance target. ",#(7),01444'9=82. Corporate planners in the department who are responsible for the Policy on Results can assist in identifying the program ID Number, if needed. 1 Recommendations The following guidance is based on the best available evidence. Are any of the department’s priority services not available online, end-to-end? endobj Determine whether higher standards are warranted or desirable. Phases and steps in life-cycle management of service standards. It is important to keep your service inventory evergreen by updating the document on a regular or annual basis. This is critical to achieving an overall positive service experience for the client. endobj Does the department’s client relations management system allow employees to access information about an issue quickly? Figure 1 illustrates this context. <> There are many farmers who could use this service. Consider, including key representatives from the policy, program, service delivery, information management, information technology, security, privacy and corporate/strategic planning areas of your department. An internal enterprise service can be defined as a service provided by a Government of Canada department to other Government of Canada departments on a government-wide basis (they may be provided to several or all departments) and are distinct from internal services, which are provided within a department. Consider the following: Providing clients with an opportunity to view a summary of survey results and/or actions undertaken in response to comments/complaints and suggestions will provide transparency, demonstrate that their feedback is valuable, and encourage their continued participation. Collecting data on implementing service standards, the attainment of operational targets and performance information over time means that managers can monitor service performance. The five external service types in the following table are based on the 19 service output types listed in the Canadian Governments Reference Model (CGRM). Examining service metrics across a portfolio increases transparency and encourages consistency. … Does the service involve charging of a fee to clients in order to receive the service? Guideline: protecting, promoting and supporting breastfeeding in facilities providing maternity and newborn services v Financial support WHO thanks the Bill & Melinda Gates Foundation for providing financial support for this work. When establishing service standards, consider the following: National service standards are preferred because they help departments to send a consistent message to all clients. Guideline On Safe Use of High Alert Medications (HAM) Guideline On Safe Use Of High-Alert Medications (HAM) are guidelines pertaining to handling of drugs that are categorized as High Alert Amendments have been made during the Medication Safety Committee Meeting, Pharmaceutical Services Division … Hold briefing sessions to ensure that service providers know the expected client service behaviors when they interact with clients. A summary of recommendations from the NICE guideline on the provision of lifestyle weight management services for adults who are overweight or obese. SCCM and its officers, council, board of regents, members, and employees (the "SCCM Parties") disclaim any and all liability for the accuracy or completeness of the guideline… Use of common terminology can help with Government of Canada reporting exercises. Section 7.5 of the Policy on Service, which came into effect on October 1, 2015, requires that a multi-year departmental service management strategy be developed and implemented in alignment with the Government of Canada service direction, and that progress be measured annually. a unit of value that is delivered directly to a client by a service. Provides funding when producers’ production margins fall below their reference margin by more than 30%. Does the service require authentication of a client’s credentials and/or personal information according to the, Other criteria as deemed relevant by the department, services that acquire or dispense money, or units of resource or periods of use of a resource, services that provide social or medical care or rehabilitation to people, services that move people and resources from point to point, services that respond to emergencies and give aid, labour in response to emergencies or in providing aid, moving energy, materials, people, letters, emails, messages, response to an emergency or non-emergency care or rehabilitation requirement, services that match, refer or link one party (requestor) to another party (responder) and in which the provider has an explicit or implicit duty to both parties in the match, services where data, information or advice is conveyed to a party or a system, services that advocate or argue for positions or market government policies, programs and services, increasing awareness of Government of Canada policies, programs and services. Inform stakeholders of your plans to address outstanding issues and to improve service. Contrast this to a report or document that is published to the website once or twice per year. If you answer no to any question, the activity is not a service. The Icebreaking Program does not require additional activities or processes to contribute to a program. Funding is delivered in person or by mail. Finally, examining service metrics as a portfolio helps ensure that all major services and client groups have been addressed. Implementing change to respond to client feedback also requires a strategic whole-system approach, including considering the impact of improving results in one area of performance on another. Are there opportunities to collaborate with others? The denial of a permit can also be the final service output. A unique number assigned by the department to a service in the inventory to make it easier to refer to specific services. The Policy on Service was introduced in 2014 to establish a strategic and coherent approach to the design and delivery of Government of Canada external and internal enterprise services that is client-centric, realizes operational efficiencies and promotes a culture of service management excellence. Departments are responsible for determining what is or what isn’t a service within their operational context. Departments should review them regularly and should have a strong rationale for their decision as to whether a service constitutes a priority service or for any changes to priority service designations. The outcome is the ability for Canadians to travel abroad. In addition to calculating the proportion of e-services, departments may also wish to calculate the average percentage of each service that can be completed online, excluding services and intermediate activities that are not suitable to be completed via this channel. These expense ratios are subject to change by the fund. an output can be tangible (for example, a passport, a licence, a payment, a permit) or intangible (for example, advice), and one service can produce both tangible and intangible outputs. endstream 11 0 obj The following are considered internal enterprise services: The general types of internal services (as prescribed in the Policy on Results) are outlined in Appendix 1D, which can be helpful in in the identification of, and reporting on, internal enterprise services. The guideline will cover preconceptive care, detection and management of gestational diabetes, antenatal care and optimising glucose control, intrapartum and postnatal care. Are there suitable arrangements to allow people with disabilities to provide feedback/raise issues? information made available through an online database, publication, call centre. The calculation is to be based on information contained in the department’s service inventory, and any services excluded from the calculation should be documented with a rationale. External service or internal enterprise service. Section 7.8 of the Policy on Service, which came into effect on October 1, 2015, requires that mandatory services be adopted where available. There are generally three types of service standards: When designing service standards, consider the following key characteristics: Service standards are integral to good client service and to effectively managing performance. In general terms, a strategy is a high-level plan of action to achieve a major or overall goal. When there is uncertainty about whether a grant and contribution is a service, it is up to the department to make the final determination. The provision of a regulatory permit or certificate usually constitutes a final service output. These categories are not mutually exclusive and more than one designation can be listed. The following three examples show how the service test tool can be used to determine whether an activity is a service. A yes/no value that indicates whether a user fee is collected for the service (for details, consult the Policy on Service Standards for External Fees). Total number of external and internal enterprise services, Figure 3: Measurement framework for determining the proportion of e-services, Text version: Figure 3: Measurement framework for determining the proportion of e-services. To effectively provide service-learning opportunities across the organization, departments may want to develop a department-wide approach or plan for learning activities. Based on your understanding of the activity or group of activities, use the table below to respond to the following questions and answer yes or no in the space provided. Is there a clearly defined recipient/client or group of recipients/clients? Antenatal and postnatal mental health: clinical management and service guidance Clinical guideline [CG192] Published date: 17 December 2014 Last updated: 11 February 2020 findable, regardless of the service being sought; relevant and detailed enough for the service(s) it covers; and. These draft Guidelines establish requirements for credit institutions, investment firms and payment service providers (PSPs) on the mitigation and management of their information and communication technology (ICT) risks and aim to ensure a consistent and robust approach across the Single market. Keeping track of the proportion of departmental external and internal enterprise e-enabled services over time is an important element in meeting objectives related to the availability of online services. Which of those priority external services require the client to authenticate themselves in order to apply for and/or receive the service? 15 0 obj For example, the weather forecast published to the weather website is a service because the information concludes an interaction between the service provider (the weather website) and the client (the website visitor). Priority services are reviewed regularly to identify opportunities for service redesign, improved usability, channel integration and mobile optimization and, where appropriate, adopt best-in-class service delivery approaches, alternative service delivery mechanisms and partnership arrangements. Note: Commitments can be made at the any above levels. Depending on the type of information and the circumstances involved, a single method may be used for both collecting feedback and resolving service issues. If not, why is this the case, and can these be modernized to meet the online service expectations of clients? Each activity is not considered an individual service, even though it might produce intermediate outputs. <> 7. 6. Guideline Library plus icon Disinfection and sterilization Environmental infection control Hand hygiene Isolation precautions Multidrug-resistant organisms (MDRO) Catheter-associated urinary tract infections (CAUTI) Surgical site It provides links to other websites. a requirement or desire of a target group that a program has a mandate to satisfy or reduce. Easily visible and accessible: Feedback and issue-resolution mechanisms should be easily identifiable by clients and their availability should be actively promoted across all channels. Advice or information from a call centre agent is the final output of a service when the client does not have to complete subsequent activities. Consider a scenario where a business owner requires a permit or certificate from the Government of Canada to be able to proceed with a specific action on business premises. The requirement only applies to a limited number of the department’s services, which can be identified using the following cascading questions: What are the department’s priority services? Is the activity independent of all other services? The full guideline gives details of the methods and the evidence used to develop the guidance. Is the service identified as a departmental or government priority (for example, in recent Speech from the Throne, federal budgets)? Guideline users are urged to seek out newer information that might impact the diagnostic and treatment recommendations contained in the guidelines. Indicates whether the service is an external service or internal enterprise service, as defined in the Policy on Service. Care Program Service Management and Funding Guideline (“guideline”) for Consolidated Municipal Service Managers (CMSMs) and District Social Services Administration Boards (DSSABs). Mandatory enterprise services derive their mandatory status through either legislation or Treasury Board policy. The unique program number associated with program elements for all strategic outcomes, programs, sub-programs, and sub-sub-programs. The purpose of the operational performance target is to help manage operations and track progress against overall delivery objectives. Consider the following: Is guidance on using the feedback and issue-resolution mechanisms available for clients? If a department is in the early stages of implementing service standards, it is encouraged to develop a departmental implementation plan to enable compliance with all existing mandatory requirements related to service standards. <> If you have answered yes to all the questions, the activity is a service and should be included in your service inventory. It also contributes to the achievement of public policy goals, delivers value for money, produces high levels of client satisfaction and promotes confidence in government. This could include training, information or orientation sessions, video, information provided via internal collaborative tools, manager debriefs, account sign-on notifications and electronic newsletters. The target is typically for management use but can also be made available to the public. The Ontario Early Years Policy Framework (OEYPF) provides a vision for the early years where Real-time service delivery performance information bridges this gap. where it can be found (link to current strategy), when it was approved and last updated, if applicable, any updates relating to the service environment (for example, operational context, mandate, leadership, legislation), any changes in the department’s service vision, service priorities or primary goals that affect service (for example, Speech from the Throne, budget announcement), any updates in the strengths, weaknesses, opportunities or threats, state the results and impact of internal or external audits/evaluations (for example, Office of the Auditor General reports), any changes in the objectives to align with changes in the service vision, progress to date on previous service improvement initiatives, new service improvement initiatives that are or will be underway, reflective and as a result of changes, any new performance measurement plans, reporting and recalibration required to reflect the new service improvement initiatives, update on key risks in implementing the updated service management strategy, and the plans to mitigate these new risks, an updated work plan, which includes a summary of the key initiatives, including anticipated completion dates and assigned accountabilities, based on the updated service management strategy elements, They provide staff with performance targets (“Phone must be answered within three rings”), They inform clients what to expect (“Our goal is to resolve all calls within 10 minutes”), focus on outputs: whether on the final (service) output or an intermediate output, Part III of the Estimates process requires that departments prepare departmental expenditure plans consisting of a, The Management Accountability Framework sets out the Treasury Board’s expectations for effective performance.