Inspection Framework

The EFQM Model

The EFQM Model has three overarching themes, each supported by a key question:

• Direction – Why does this organisation exist? What purpose does it fulfil?
• Execution – How does it intend to deliver on its purpose and its strategy?
• Results – What has it actually achieved to date? What does intend to achieve tomorrow?

Our framework

We have adapted the terminology of the EFQM Model to suit the context in which we operate and the organisation we inspect. Our overarching themes are:

• Direction
• Delivery
• Outcomes

These themes form the basis of our inspection framework and inform the key lines of enquiry we develop for each inspection. A more detailed description of each of the themes and how we have adapted it to our needs is set out below.

Direction

This theme focuses on why the organisation (or the service area subject to scrutiny) exists. Under this theme, we consider:

• Purpose and vision – what purpose is COPFS trying to fulfil and what is it trying to achieve in the long term
• Strategy – how will COPFS fulfil its purpose and achieve its strategic objectives
• Context – how well does COPFS understand its operating context, its capabilities and the challenges and opportunities it may encounter
• Stakeholders – how well does COPFS understand its key stakeholders and their needs and expectations
• Governance – whether COPFS has a governance and performance management system that supports delivery of its purpose and ensures compliance with all legal requirements
• Leadership and culture – how well COPFS is led and how leaders inspire others to work towards the organisational purpose and in accordance with the organisation’s values. We also consider how change is managed and whether a culture of learning, improvement and creativity is encouraged
• Transparency and trust – whether COPFS communicates its purpose, vision and strategy to stakeholders, and involves stakeholders in their development, thereby creating openness, trust and confidence.

Delivery 

This theme focuses on how the organisation or service area intends to deliver its purpose. Under this theme, we consider:

• Service users – how well COPFS understands those who use its service (including victims, witnesses, next of kin, accused and the wider public), how well it communicates with them, and whether it encourages and responds to feedback
• Staff – how COPFS attracts, engages, develops, recognises and retains its people, and the extent to which it empowers them, supports wellbeing and promotes diversity and inclusion
• Stakeholders and partners – how COPFS engages with stakeholders and works with its partners to deliver shared objectives
• Capacity and capability – how well COPFS manages its resources and whether it provides its staff with the support and tools they need to deliver to the best of their ability (including policy, guidance, training, processes, systems and technology)
• Value – how well COPFS achieves value for money and achieves maximum value from its assets and resources
• Transformation – the extent to which COPFS delivers its purpose today, while also planning for the future.

Outcomes

This theme focuses on the overall performance of the organisation and what it has achieved. Under this theme, we consider:

• Feedback – feedback COPFS receives about its service from service users, staff, partners, stakeholders and others, and how it uses feedback to inform current and future service delivery
• Performance – how COPFS is performing against key performance indicators, and how well it uses these results to make evidence-based decisions, to understand the cause and effect relationships that impact performance, and to forecast future performance.