| 16 Service Quality Standards (SQSs) and Criteria | PDF |
| Implementation Handbook (contains guidelines and sample documents for assisting service units to implement SQSs) |
- SQS 1 - Implementation Handbook
| PDF |
- SQS 2 - Implementation Handbook
| PDF |
- SQS 3 - Implementation Handbook
| PDF |
- SQS 4 - Implementation Handbook
| PDF |
- SQS 5 - Implementation Handbook
| PDF |
- SQS 6 - Implementation Handbook
| PDF |
- SQS 7 - Implementation Handbook
| PDF |
- SQS 8 - Implementation Handbook
| PDF |
- SQS 9 - Implementation Handbook
| PDF |
- SQS 10 - Implementation Handbook
| PDF |
- SQS 11 - Implementation Handbook
| PDF |
- SQS 12 - Implementation Handbook
| PDF |
- SQS 13 - Implementation Handbook
| PDF |
- SQS 14 - Implementation Handbook
| PDF |
- SQS 15 - Implementation Handbook
| PDF |
- SQS 16 - Implementation Handbook
| PDF |
| Assessment Matrix Reference Guide for Service Quality Standards and Assessment Templates |
- Assessment Matrix Reference Guide for the 16 SQSs
| PDF |
- Appendix to Assessment Matrix (for SQS 8)
| PDF |
- Template for interviewing staff
| PDF |
- Template for interviewing services users
| PDF |
- Template for document review
| PDF |
| PDF |
