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Section Three - Worksheets

Duplicate copy - Brainstorm a Services List

Initial Research and List Formulation

Start with your agency web site, brochures and information resources and the public facing groups within your agency to create an initial list of services.

Examples of places to go to gather the information.

  • Your agency website

  • Information Centres

  • Branches

  • Call Centres

Create a preliminary list in the following format.

Service Group

(Optional)

Service Name

Service User

Resource Name

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Service Checklist

Is it a Service?

If you answer yes to at least one of the following questions, then you may have identified a service.

Yes

No

Is it something that the user would want or need?

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Does it add tangible value to the user?

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Permits use of a public resource

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Grants privileges

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Makes it easy to comply with legislation

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Exchanges money or personal service (health, education)

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Improves personal experience or living conditions

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Supports the interests of the New Zealand public

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Increases public participation in government business

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Ensures people's rights, or that they receive what they are eligible for

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Protects/shares New Zealand natural or information resources

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Protects New Zealand society

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Promotes New Zealand image

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Does it result in exchange of useful information and/or advice?

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Does it provide a meaningful outcome to the user?

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Generally, strategies, goals, objectives, outcomes, outputs or business functions are not services.

Not a service

Reason

Ensure sustainable management of the New Zealand fisheries

A high level objective/outcome

Protect New Zealand flora and fauna

A high level goal

Process 100,000 claims

Outputs

Ensure a high level of literacy for all New Zealanders

An outcome

Monitor tax compliance

A business function

Name a Service

You should always describe a service from the user perspective. It must be something that adds value to the user.

Good description

Poor description

Reason description is poor

Obtain a student loan

Apply for a Student Loan

Interaction not service

Pay/claim tax

Submit a tax return

Interaction not service

Renew a car license

Send a license notification

Agency perspective

Pay fine

Collect fines

Agency perspective


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