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

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Unit 207 Principles of working in the public sector Learning outcomes and assessment criteria Outcome 1 Know the features of the public sector The learner can: 1. identify the types of organisations that operate within the public sector 2. identify the main differences between types of organisations that operate within the public sector 3. describe the aims of a chosen public sector organisation and the wider objectives of the public sector 4. identify how local and central government work together to provide public services 5. state the major differences between the public, private and not-for profit sectors 6. identify the key areas of legislation relating to a chosen public sector organisation. Outcome 2 Understand how the public sector is structured The learner can: 1. describe the organisational structure of a chosen public sector organisation 2. explain how a chosen public sector organisation fits into the overall public sector. Outcome 3 Understand the role of the public sector in providing services and how individual roles contribute to service provision The learner can: 1. identify different types of customer for a public sector organisation 2. explain why it is important to understand the needs of a public sector organisation’s customers 3. describe how public service provision can adapt to changes in customer needs and type 4. explain the purpose of ensuring equality and diversity is reflected when providing public services 5. explain how individuals contribute to the work of their organisation and the wider public sector. Outcome 4 Understand finances in the public sector The learner can: 1. identify where money to pay for public services comes from 2. identify how a chosen public sector organisation is financed 3. explain why it is important not to waste money and resources in the public sector 4. explain why prioritisation of public service provision must take place when resources are limited. Outcome 5 Understand how public sector organisations work together and with other organisations The learner can: 1. explain the benefits of working with other organisations within and outside the public sector 2. identify organisations that a public sector organisation works with to provide public services 3. explain how a public sector organisation works with other public and non-public sector organisations. 82 Level 2 and 3 Diploma in Business Support (4475-12/13)
Outcome 6 Understand how performance is monitored and measured in the public sector and the purpose of doing so The learner can: 1. explain why performance is monitored and measured in the public sector 2. outline how the performance of a chosen public sector organisation or department can be measured 3. explain how individual performance is monitored within a public sector organisation. Level 2 and 3 Diploma in Business Support (4475-12/13) 83
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Level 2 and 3 Diploma in Business S
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Level 2 and 3 Diploma in Business S
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Contents 1 Introduction 5 2 Centre
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1 Introduction This document contai
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Unit accreditation number City & Gu
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2 Centre requirements This section
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3 Course design and delivery 3.1 In
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City & Guilds unit Unit title Asses
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Unit 101 Using the Internet Level:
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Unit 101 Using the Internet Learnin
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Outcome 4 Be able to use browser so
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Unit 102 Using email Learning outco
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Unit 103 Using collaborative techno
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Unit 103 Using collaborative techno
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Unit 104 Word processing software L
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Unit 104 Word processing software T
Page 33 and 34: Unit 105 Spreadsheet software Level
Page 35 and 36: Unit 105 Spreadsheet software Teach
Page 37 and 38: Unit 106 Database software Level: 1
Page 39 and 40: Unit 106 Database software Teaching
Page 41 and 42: Unit 107 Presentation software Lear
Page 43 and 44: Outcome 3 Be able to prepare slides
Page 45 and 46: Unit 108 Desktop publishing softwar
Page 47 and 48: • Manipulate images and graphic e
Page 49 and 50: Unit 109 Data management software L
Page 51 and 52: Unit 201 Principles of personal res
Page 53 and 54: Outcome 6 Understand the purpose of
Page 55 and 56: Support in terms of • advice •
Page 57 and 58: • meeting deadlines and targets
Page 59 and 60: Unit 202 Principles of providing ad
Page 61 and 62: Outcome 7 Understand diary manageme
Page 63 and 64: • franking • weighing • addre
Page 65 and 66: • documentation requirements •
Page 67 and 68: • attitude and behaviour • conf
Page 69 and 70: Unit 203 Principles of managing inf
Page 71 and 72: • to inform • to explain/educat
Page 73 and 74: Unit 204 Principles of supporting c
Page 75 and 76: Unit 204 Principles of supporting c
Page 77 and 78: Unit 205 Principles of supporting b
Page 79 and 80: • use of open body language such
Page 81 and 82: Unit 206 Principles of maintaining
Page 83: Unit 207 Principles of working in t
Page 87 and 88: 4. Explain in terms of complying wi
Page 89 and 90: Unit 208 Delivery of effective cust
Page 91 and 92: Unit 208 Delivery of effective cust
Page 93 and 94: called formal feedback. All staff i
Page 95 and 96: • show sensitivity to the needs a
Page 97 and 98: 5.6 Codes of Practice - sector code
Page 99 and 100: Unit 209 Supporting the customer se
Page 101 and 102: Unit 209 Supporting the customer se
Page 103 and 104: Written communication is eg letter,
Page 105 and 106: • understand the problem • iden
Page 107 and 108: Unit 210 Using email Level: 2 Credi
Page 109 and 110: Unit 210 Using email Teaching guida
Page 111 and 112: Unit 211 Using collaborative techno
Page 113 and 114: Unit 211 Using collaborative techno
Page 115 and 116: Unit 212 Word processing software L
Page 117 and 118: Unit 212 Word processing software T
Page 119 and 120: Unit 213 Spreadsheet software Level
Page 121 and 122: Unit 213 Spreadsheet software Teach
Page 123 and 124: Unit 214 Database software Level: 2
Page 125 and 126: Unit 214 Database software Teaching
Page 127 and 128: Unit 215 Presentation software Leve
Page 129 and 130: Unit 215 Presentation software Teac
Page 131 and 132: Unit 216 Data management software L
Page 133 and 134: Unit 216 Data management software T
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Unit 217 Introduction to notice pro
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Outcome 6 understand the concept &
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Unit 217 Introduction to notice pro
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Unit 301 Principles of personal res
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Outcome 5 Understand the types of p
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• professional associations • h
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Outcome 4 Understand how to evaluat
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Unit 302 Principles of working with
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Unit 302 Principles of working with
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Unit 303 Principles of managing inf
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Unit 303 Principles of managing inf
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• legal requirements • record k
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Unit 304 Principles of providing an
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Outcome 7 Understand how to manage
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• economy • ease of use • com
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• who has access to them • when
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Unit 305 Principles of project mana
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Unit 305 Principles of project mana
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Unit 306 Principles of contributing
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Outcome 4 Understand the process of
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Unit 307 Principles of working in t
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Unit 307 Principles of working in t
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from the Treasury via government de
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Unit 308 Principles of budgets in a
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3. The candidate should explain: Ti
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Unit 309 Principles of customer ser
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Negative behaviour on the part of t
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4 Complaints should be viewed in a
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4 There are various types of contra
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Unit 310 Developing and improving t
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4 A SWOT analysis considers the str
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• Customer charter - is the organ
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Unit 311 Word processing software L
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• create and amend forms, merge a
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Unit 312 Spreadsheet software Learn
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• pivot tables and charts • jud
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Unit 313 Presentation software Lear
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• interactive elements • edit p
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Unit number/title Unit number/outco
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Unit number/title Unit number/outco
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Useful contacts UK learners General
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Level 2 and 3 Diploma in Business Support (4475-12/13)

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