The process of “Service Planning” defines the core services to be delivered to the

customers, in conjunction with the necessary ancillary or support services, also

required within a prescribed timeframe.

The Services Plan should clearly identify existing service needs as well as new,
reconfigured or replacement services.

Objectives

1. Identification of customer’s needs for the designated services, service gaps.

2. Improved quality of designated services for clients.

3. A reorientation of services from previous services focus in accordance with the

first objective

4. The provision of an appropriate level and mix of services to meet target customer
needs in a cost

effective and coordinated manner.

5. The delivery of the services.

The Service Plan needs to express the above objectives in context of the local
situation in consultation with service providers, customers and Departmental
representatives.

Developing the Service Plan

Catchment

A “catchment” is a defined geographic area. A brief description, of the physical geography,

history of the area and local economy, may assist in providing an understanding of the service
demands. A map should be prepared showing the area of the catchments, major towns, suburbs,
transport links and any other relevant information.

Demographics

Demographic information for the catchment area and population may include:

• Population distribution by age, sex

• Socioeconomic status
• Visiting populations to major commercial and tourist centres.
• Historical growth trends in service supply and demand.
• Population forecasts by age, sex, socio-economic status.
• Customer origin and customer flow to relevant services within the catchment and to other
providers
• Other relevant information.

Current Services

The services currently provided in the area, the proposed new services and any services being
relocated should be described and discussed in relation to the development proposal.

The supply and demand for services should also be considered, including future predictions of
service requirements.

An analysis of the demand for services should include:

• Frequency of need for services

• Length of service provision
• Occupancy rates by speciality where appropriate
• Average length of stay or consultation time
• Factors affecting the average length of stay and consultation time
• Alternative service providers.

Statistics on service demand and utilization are to be analyzed and compared with rates for
similar examples, both Statewide and nationally. Variations from the norm should be discussed.
Accepted Departmental benchmarks should be considered.

Future Service Demand

The forecast service demand is to be based on factors including:

• Current service demand level

 • Potential to collocate and share services
• Forecast changes in demographics and service demands
• Catchment boundaries
• Seasonal demand
• Review service standards
• Anticipated changes in services practices
• Potential for development of new services
• Advancement in technologies such as developments
• Availability of complementary services and resources to support identified new needs
• Changes in legislation and customers expectations

Preferred Service Model

The preferred service model would consider various options, taking into consideration current
and future requirements. Future changes should be considered in terms of changes in legislation,
technology and demand.

Throughput (output) Estimates

Throughput estimates or suitable benchmarks are required.

Hours of Operation

The hours of service operation required must be established as well as related issues, e.g., car
parking requirements and transport.

Ancillary Services

Ancillary services such as administration, hotel, training, engineering and supply services would
be assessed on the basis of historical information, relevant / current Government policies and
future demand requirements.

Links to Other Providers

The service delivery needs to be considered in the context of similar or related services.

The Service Plan should assess linkages to services within a geographic boundary and to services
of a complementary nature to ensure coordination.

Where possible, the Service Plan would examine the opportunities to rationalise these patterns.

Aggregation of Services

Where a project involves a range of services the analysis is to consider opportunities for sharing
facilities and staff between service areas to gain economies of scale and increase efficiency.
Location

The optimum location for a facility is to be established with reference to access for customers
and an economical unit size. The location of service should be based on population-based
resource allocation.

Facility and Personnel Requirements

The options available to provide the required facilities and personnel are to be determined by
using data such as that listed above in accordance with accepted best practice.

Relationship Between Areas

A “Relationship Diagram” showing the key relationship between each service delivery area and
each support area is to be prepared.

Diagram of relatioship--

The important functional relationships need to be determined. This can be done in a variety of
ways and refer to the Example of Functional Relationship Priorities illustrating a simple manner
of presenting this information.

It is essential that consideration be given to the sharing of common and support facilities where
practical, as well as incorporating flexibility of use into the designed spaces.

Example of Functional Relationship Priorities

ACTIVITY PRIMARY FUNCTIONS

CR TR W OF AR RP PC RC
A F
CONSULTING ROOMS - H H L L M M M
TREATMENT ROOMS H - L L L M H L
WAITING AREA H L - L M M H L
OFFICES L L L - L L L M
ACTIVITY ROOMS L L M L - M H L
RECEPTION H M M L M - L H
PUBLIC CONVENIENCE M H H L H L - L
RECORDS M L L M L H L -
 PROPOSED BUDGET

A recurrent budget is to be determined for the preferred service model. The budget should relate
to the current services, proposed new services profile/mix and the difference between the
existing and proposed new. The proposed budget should be clearly separated into categories such
as operational/staffing, maintenance and consumables.

Performance Indicators

The Services Plan should have clear measurable performance indicators. These indicators should
clearly identify any constraints and/or resources required to achieve the agreed services mix.

Consultation

A draft report, which documents the Service Plan, is to be prepared. Comparisons of the
throughput rate and facilities provided at similar centres are to be made. The relevant Agency
managers are to review and sign off the Service Plan.