Service Standards
Enhanced Programme Evaluation System (EPES)
What is the EPES?
The Enhanced Programme Evaluation System (EPES) is an integral part of NCSS Service Standards Framework. An online platform, it allows for regular collection
of data relating to critical outputs and outcomes of funded programmes. For more information on how EPES works, please refer to the EPES explanatory guide
Service Standards Requirements (SSR)
Service Standards Requirements (SSR) are a set
of 16 service delivery processes that may critically impact client outcomes. These standards are aimed at improving the quality of services, and adherence to these processes would in turn help to improve client outcomes. For more
details on the full 16 standards, please refer to the SSR list.
Quality Assurance
Onsite Assurance (OA) Visits
Onsite assurance (OA) visits ensure that the integrity of the data submitted by the agencies on the Enhanced Programme Evaluation System (EPES) is validated.
In addition, compliance to the Service Standards Requirements (SSR) is also assessed to ensure quality of service delivery. Through deeper understanding of the programme operations and ways client outcomes have been achieved,
key areas of learning could also be identified for continuous improvement.
Service Improvement Plans
Service Improvement Plans are developed alongside social service agencies in areas whereby they could improve their programme performance, and in turn, the outcomes achieved by their service
users.
Building Capability
Technical Assistance
Technical Assistance is a dynamic, capability
building process that aims to enhance the effectiveness of programmes and services that results in greater positive impact on clients. A collaborative capability building process, a customised approach is taken when working with
social service agencies.
Service Planning
Data collected through the various component of the NCSS Service Standards Framework helps to inform the identification and projection of clients’ and community needs, as well as in evaluation of service gaps. This could
in turn inform service planning strategies to meet better emerging social needs.
Standards & Quality Improvement
Over the last several years, NCSS has begun important conversations with social service agencies about quality and continuous improvement.
From 2014 to 2017, NCSS partnered CARF International and piloted accreditation to explore that as a means of raising quality of service delivery. All 4 social service agencies involved
in the pilot received 3-year CARF Accreditation awards.
Contact Us
For enquiries on NCSS Service Standards Framework, please contact:
Mr Lau Kinn Yong
Manager
Service Planning and Funding Group
Email: lau_kinn_yong@ncss.gov.sg
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