Level 2 and 3 Diploma in Business Support (4475-12/13)

3. Importance of standards of behaviour eg need to act within statutory powers, comply with
common law, be well informed, follow procedure, take legal advice, recognise that all
documentation is potentially in the public domain, consult, demonstrate that the process leads
to well-reasoned decisions.
Civil Service Code – to work with integrity, honesty, objectivity and impartiality.
Purpose – eg to ensure organisations behave in the way described. ie make well reasoned
decisions, publicise and explain their decisions, consult, behave impartially, spend public money
wisely, deliver services efficiently and to agreed standards etc.
Accountability – Managerial accountability -through structural arrangements such as
committee structures, separation of powers (eg small ‘cabinets’ or executive committees and
scrutiny committees in local government). Political accountability, to the electorate, and to
Parliament .
Outcome 3 Understand the role of the public sector in providing services
and how an individual’s role contributes to provision
1. Customers - different services may use different terms for their customers eg citizens, members
of the public, service users, clients. Patients, residents. Customers may also be funders and
other organisations that have significant working relationships with the organisation. Customers
may be internal or external.
2. Identify needs in terms of eg through public consultations, surveys and local research, feedback
from service users/customers etc; analysis of relevant data.
1. Explain in terms of protect and enhancing organisations reputation, to meet customer needs,
comply with legislation, satisfy quality standards.
3. Explain In terms of adapting existing services, altering priorities, allocating staff or resources
differently, introducing new services.
4. Explain differences in terms of eg legally required as opposed to discretionary.
5. Describe in terms of eg ensuring the service meets the needs of the diverse client group,
through fair processes, flexibility or special arrangements in service delivery, eg translators or
multi-lingual literature.
6. Explain in terms of eg to comply with legislation (The Equality Act, applying frameworks (eg
Equality Framework for Local Government) to protect the organisation from legal action, poor
inspection grades etc. To meet the needs of all customers, whatever their gender, age, values,
ethnicity, sexual orientation, special needs or disabilities etc.
7. Describe in terms of eg in terms of range of experience, understanding of the needs of a diverse
population or service user/customer group, drawing on the full range of skills and knowledge in
the workforce when recruiting, acting as positive role models.
8. Explain in terms of eg meeting targets, working efficiently and effectively, fulfilling all aspects of
their job role, being flexible, working independently and with other people. Through
representative bodies such as staff associations, work councils, trade unions.
Outcome 4 Understand finances in the public sector
1. Sources of funding: eg through central taxation (eg income tax, VAT, duty on petrol, tobacco
etc), government borrowing, and local taxation (business rates, council tax etc), local borrowing
(eg local authorities) funding to central government revenue raising by local authorities (parking
fees, hiring of leisure facilities etc.), European Union funding. How the funding is made available
ie either directly to the organisation through its own sources or provided through direct grants
176 Level 2 and 3 Diploma in Business Support (4475-12/13)