RCSA Service Delivery Standard


RCSA developed the Service Delivery Standard to assist recruitment and staffing businesses to achieve consistently high quality standards in recruitment and on-hire services.

It is designed for organisations that do not necessarily require international recognition of their quality management systems or they need to demonstrate to their suppliers and customers that they have implemented a system based on the principles and practice outlined in ISO 9001:2015 – Quality management systems.

To achieve certification to the Service Delivery Standard Certification the organisation must develop, document, implement and maintain a Quality Management System that meets the requirements of the standard.

What does SDS certification require?

The Service Delivery Standard Audit Program is a recurring three-year audit program. Each organisation certified to the SDS standard will undergo an annual surveillance to ensure the system remains current.

The audits will be undertaken through observation, enquiry and reference to documentary evidence such as samples of procurement activities, resources, policies and procedures and other reference material, which will vary depending on each policy requirement.

What is the Service Delivery Standard?

The Service Delivery Standard is built on a number of internationally recognised management standards for quality and customer service and developed to suit the particular requirements of the recruitment industry.

A critical characteristic of the Standard is that it focuses on customer service outcomes as the primary driver of business direction and operations design. It is designed around the Service Delivery Loop.

Underpinning this are the principles of the RCSA Code for Professional Conduct.

Service Delivery Cycle

There are 3 key elements to providing consistent high standards of service delivery:

  1. Service Commitment
    The Service Commitment describes what services are on offer to the market and to whom. In defining a Service Commitment the business should understand the nature of the services it offers, and the benefits to the target market. The Service Commitment will be strongly influenced by the values, culture and policies of the business. A clear and effective Service Commitment differentiates a business from its competitors and defines its market position.

  2. Service Delivery
    The Service Delivery system should be designed specifically to deliver the Service Commitment. Service Delivery includes the internal systems and processes, and the competencies and capabilities of resources. The way the business operates must be consistent with the Service Commitment made, and must deliver services consistently and reliably.

  3. Feedback
    Finally, feedback must be checked from the customer to ensure their expectations are being met – that the Service Commitment is delivered. Collecting feedback also requires that business monitor trends and developments in the industry and changes in customer requirements.


Who conducts RCSA SDS audits?

RCSA SDS audits are undertaken by independent audit provider McConville Risk Solutions. McConville Risk Solutions have extensive experience in auditing services across a broad area of expertise including health, safety, environment, injury management and quality based services to a range of industries including recruitment and staffing, hospitality, facilities management, manufacturing, remote sites, corporate environments and transport/logistics.

It is also possible for other auditors to deliver the program under the approval of McConville Risk Solutions. The skills, qualification, experience and competencies of auditors will be reviewed by McConville Risk Solutions before the auditors are allocated to Service Delivery Standard Certification or Surveillance Audits. McConville Risk Solutions will only engage auditors with the appropriate qualifications, skills and independence to conduct the audit.

How much does SDS certification cost?

Audit costs vary depending on the size of business and locations of operations. A rough guide is between $1800-$2500. A quote can be provided on enquiry with McConville Risk solutions. RCSA does not set the pricing for SDS audits.

What is the difference between RCSA SDS and StaffSure certifications?

The RCSA Service Delivery Standard is similar to and complements the ISO 9001 Quality Management System Standard. While using similar principles in quality management, the RCSA SDS has been drafted to meet the specific requirements of the recruitment industry and focuses on quality service delivery. Underpinning this are the principles of the RCSA Code for Professional Conduct as maintaining RCSA corporate membership and abiding by the Code are core components of the SDS program. The RCSA SDS is currently recognised in many government tender processes as an alternative quality standard to ISO9001.

StaffSure is a different certification scheme which makes it simple for business, government and workers to find and partner with reputable Workforce Service Providers such as labour hire companies, professional contracting firms and private employment agencies. StaffSure is based on meeting business integrity and compliance measures against legislative requirements. It is broader and deeper than state based licensing schemes as it is independently audited and also includes checks on a providers “service networks” (contractors, subcontractors, suppliers and others that may impact provision of workforce services). You do not need to be an RCSA member to be StaffSure certified.

How can I find out more information?

Contact RCSA via info@rcsa.com.au or +61 3 9663 0555 to find out further information.