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Service Standards

VWOs monitor the quality of their services on process-related and outcome-related standards according to NCSS service standards framework. As the social service sector has been constantly taking steps to improve the quality of services and efficiency over the years, NCSS had developed the Enhanced Programme Evaluation System (EPES) within the service standards framework to guide VWOs to monitor outcome-related standards.

NCSS had developed the Programme Evaluation System (PES) in 2001, a model to measure output and initial outcomes of programmes to answer queries raised by donors and funders. Since 2005, NCSS added more enhancements and improvements to focus on the benefits and changes (outcomes) achieved by the client after undergoing each programme. 

The current Enhanced Programme Evaluation System (EPES) is a client-centric model, which puts the needs of the clients at the forefront. The EPES framework enables VWOs and NCSS to measure critical outputs and client outcomes through systematic data collection and analysis.  Programme effectiveness is based on outcome achievement, with an approach designed to instil positive change in clients moving through achievement of pre-agreed milestones.  This framework enables VWOs to monitor the programme impact on their clients and enhance service planning and development.

Find out more about the framework.

List of programmes that have implemented EPES (as at 31 Mar 2010).

For queries on the NCSS service standards framework, please contact:

Ms Eunice Lin
Assistant Director
Research and Strategy Department
6210 2495
Email: eunice_lin@ncss.gov.sg