Chapter 4. Service Delivery Plans and Service Offer Commitments

This Chapter sets out the requirements for Service Delivery Plans and Service Offer Commitments, which capture key commitments made by Providers in their response to the request for proposal for this Deed, noting that:

• Service Delivery Plans only capture commitments relevant to Eligible EST Participants and Participants

• Service Offer Commitments capture all commitments that have a material impact on the Services delivered by each Provider.

Service Delivery Plans communicate the Services key Stakeholders can expect to receive from the Provider.

Providers must develop Courses and conduct the Services in accordance with the Service Delivery Plans.

Providers must have a Service Delivery Plan targeted at Eligible EST Participants and Participants at a minimum. Providers may also choose to have targeted Service Delivery Plans, for example, for different Employment Regions, locations within an Employment Region, cohorts, Employers and/or industries.

Providers must ensure that copies of the Service Delivery Plans are available to Eligible EST Participants and Participants.

Approved Service Delivery Plans are available on the Department’s website.

Service Delivery Plans must:

• be no more than 2 pages

• use language that is appropriate to the target audience

• detail the Provider’s Services relevant to the target audience

• detail the Provider’s strategies to deliver the Services relevant to the target audience

• capture the commitments the Provider made in its response to the request for proposal for this Deed that are relevant to the target audience, for example:

  • the offering of Industry Awareness Experiences in Training Block 1 Courses

  • the offering of cohort-specific Courses

  • the offering of accredited training

  • the industries covered in Training Block 2 Courses

  • the way the Provider will work with industry and Employers to tailor training to the needs of local industries and Employers

• capture the Learning Outcomes if the Service Delivery Plan is targeted at Eligible EST Participants and Participants

• be accessible for people with disability

• comply with the requirements set out in the Workforce Australia Brand Style Guidesign-in required (sign-in required) for Providers

• be approved by the Department

• be prominently displayed at each Site.

Providers must allow a minimum of 20 business days for the Department to assess a draft service delivery plan. Following assessment, the Department may:

• approve a draft service delivery plan as a Service Delivery Plan, or

• direct the Provider to amend a draft service delivery plan and resubmit to the Department for approval.

• Documentary evidence — Providers must retain the Department’s written approval of the Service Delivery Plans.

• Documentary evidence — Providers must retain the Service Delivery Plans approved by the Department.

(Deed Reference(s): Clauses 5.1, 81, 82.1, 88.1)

Key commitments made by Providers in their response to the request for proposal for this Deed or their Service Delivery Plans that have a material impact on the Services delivered are recorded in the Department’s IT Systems as Service Offer Commitments. Providers’ compliance with the Service Offer Commitments must be measurable and/or supported by evidence.

Service Offer Commitments include:

• Services that are above the minimum standards of the Service Guarantee, Deed and Guideline, for example:

  • The Provider will include one or more Industry Awareness Experiences in all Training Block 1 Courses

  • The Provider will schedule Youth Courses and 25 Plus Courses for Training Block 1 at least once per month

  • The Provider will offer the unit Provide Responsible Service of Alcohol in all hospitality Training Block 2 Specialist Courses

  • The Provider will extend their hours of operation beyond standard business hours, by opening from 8 am to 7 pm.

• specific strategies to deliver the Services, for example:

  • The Provider will use the [Name] strengths test for all EST Participants as part of their initial assessment

  • The Provider will make at least 8 successful contacts per month with local Employers to source quality Industry Awareness Experiences for Participants.

• the industries the Provider proposed to cover in Training Block 2 Courses, for example:

  • The Provider will offer Specialist Courses in hospitality and construction.

The Department will provide the Provider with the list of Service Offer Commitments as recorded in the Department’s IT Systems.

If a Provider is not complying with a Service Offer Commitment, the Provider must, to the Department’s satisfaction, either:

• develop strategies to rectify its non-compliance within an agreed timeframe, or

• change the Service Offer Commitment if it is no longer meeting the Objectives.

If a Provider does not rectify its non-compliance, the Department will address this as part of its assessment of the Provider’s performance.

(Deed Reference(s): Clauses 5.1, 81.1, 82.1)

Providers should routinely review their servicing strategies to ensure they meet changing labour market demands and needs of stakeholders.

Providers may submit requests for changes to Service Delivery Plans and/or Service Offer Commitments to the Department in accordance with the Key Contacts Protocol.

Example: A Provider may wish to change an industry covered in Training Block 2 Courses in an Employment Region if a new industry emerges as critical to the local labour market, or a Provider may wish to change its servicing strategies in response to stakeholder feedback.

The Department will assess whether:

• there is evidence to support the changes

• the changes materially alter the commitments the Provider made in its response to the request for proposal for this Deed.

If a Provider requests removal of a servicing strategy, an alternative should be proposed to ensure that key stakeholders continue to have access to a similar range and level of Services. Alternatively, details must be provided to substantiate why an alternative is not required.

If the Department approves the changes, the Provider must update Service Delivery Plans to accurately reflect the Services stakeholders can expect to receive from the Provider. The Department will update the Provider’s Service Offer Commitments in the Department’s IT Systems and provide the Provider with an updated list.

Providers must have written approval from the Department before making changes to Service Delivery Plans and Service Offer Commitments.

The Department may recommend changes to the Provider’s Service Offer Commitments. This will be done in consultation with the Provider.

(Deed Reference(s): Clauses 5.1, 81.6)