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Service standards

The Service Standards Framework drives excellence across the sector by empowering agencies to deliver compassionate, inclusive and resilient support for evolving community needs.

Last updated 2 January 2025

On this page

Overview
Service standards across domains
Service excellence resources
Team celebrating success with a cheerful high-five gesture. NCSS about service delivery standards.

Overview

NCSS is dedicated to building a social service sector that inspires excellence in supporting the well-being of our community through compassion, inclusivity and quality service.

With our refreshed Service Standards Framework, we have partnered alongside sector experts, ministry partners and social service agencies to ensure that our services remain relevant, collaborative, and resilient.

Guided by the Social Service Sector Strategic Thrusts (4ST) Roadmap 2022, these standards drive continuous improvement in service quality and operational processes, positioning agencies to meet evolving needs.

Our framework empowers agencies to deliver services that are Person-Centric, Collaborative, Sustainable.

Service standards across domains

Explore a robust framework of 31 Service Standards across 9 interconnected domains, crafted to elevate service quality and enhance outcomes for service users. Each standard is thoughtfully designed to support your agency's journey toward impactful, sustainable and user-centred service delivery.

NCSS service standards

Types of domains

Service standards

Programme outcomes

  • Clear objectives

  • Performance monitoring

  • Internal quality assessments

  • Feedback channels for service users

Intake & assessment

  • Clear entry criteria

  • Timely screening of service eligibility

  • Intake & assessment process

  • Referral process

Intervention planning

  • Plans are tailored to service users

  • Plans are developed in partnership with stakeholders

  • Plans are reviewed at regular intervals

Community & resource support

  • Service users supported with resources and information to achieve goals

  • Partnerships and coordination efforts with relevant stakeholders to facilitate service delivery

Discharge planning

  • Clear discharge criteria and procedure

  • Discharge plans are discussed at appropriate junctures with relevant stakeholders

  • Follow-up plans

Record keeping & documentation

  • Timely and up- to-date records are maintained for the required period

  • Kept in a secure manner to uphold privacy and confidentiality

Accessibility of service

  • Provided during operating hours and/or with consideration of service users

  • Made available based on equal opportunities

  • Accessibility plan to ensure business and service continuity

  • Programme handover/covering processes

Protection & safety of users

  • Guidelines in place

  • Regular risk assessments

  • Data management processes

  • Management of emergencies

Staff/Volunteer management & competency

  • Descriptions of roles are made available and reviewed regularly

  • Screening process

  • Adequate staff/volunteer levels and ratios

  • Training & supervision

  • Protection of staff/volunteers

Want to know how these standards can empower your programmes? Contact us at NCSS_Services@ncss.gov.sg for more details.

Service excellence resources

Empower your agency's journey toward service excellence with these essential tools:

  • Service Standards 5-Stage Checklist [PDF, 612 KB]: Track your progress and stay aligned with our comprehensive checklist designed to guide each stage of service improvement.

  • Community of Practice for Service Standards (COPSS): Formed in 2022, this community brings together committed professionals from diverse agencies to sustain the relevance and adoption of the NCSS Service Standards Framework.

Be a part of our service excellence initiative and contribute to the enhancement of the sector by contacting us via email at NCSS_Services@ncss.gov.sg.

Service Standards Playbook

Explore how you can apply service excellence for your agency with our Service Standards Playbook [PDF, 5.9 MB].