An A-Z glossary of service delivery terms and definitions

Service delivery is the act of supporting, assisting, and providing resources to charity communities, to charity users. It is the cornerstone of the sector. It is our reason for existing. But service delivery can prove complicated, with various routes to success – and failure.

 

And terms around service delivery are often mis-used, used interchangeably, or used in the wrong way, referring to the wrong thing. Service delivery terms can also cause confusion to people working outside the sector, as they often involve a degree of introduced complexity.

 

So, with the above problems in mind, we  thought it might be helpful to provide clear and concise definition. Below is our service delivery glossary, from A-Z, with easy navigation so you can find all the terms you need. Click any letter below or simply peruse at your own leisure.

 

Skip to relevant letter:

 

A – B – C – D – E – F – G – H – I – J – K – L – M – N – O – P – Q – R – S – T – U – V – W – X – Y – Z

 

 

A

 

Access: The ability for individuals or communities to reach or utilise the charity’s services, ensuring that services are available and inclusive for all who need them. For more information on accessibility, check out: Everything you need to know about digital inclusion in 2024.

 

Accountability: The need for charities to practice transparency around actions, resources, and decision-making processes, ensuring that donors, volunteers, and beneficiaries, can hold them to account. Accountability is vital for charities hoping to bolster their service delivery.

 

Advancement: The progress or improvement of individuals, communities, or causes supported by the charity, often through education, empowerment, and skill development programs.

 

Advocacy: The act of supporting or promoting the rights, needs, and interests of individuals or groups that the charity serves, often through raising awareness, lobbying, and influencing policy. For more information, see: How micro-charities can lobby their MP.

 

Affordability: The need for charities to ensure that services are within financial reach of those they aim to help, preventing any exclusion through cost. That might include, for example, traversing geographical limitations, supporting travel costs, and so on.

 

Agency: The capacity of service users to make decisions, set goals, and regain independence through the process of service delivery. Charities can promote agency through centring users in campaigns and services, boosting empowerment, and always aiming for autonomy. 

 

Allocation: The distribution of resources, funding, or services to individuals, groups, or areas that need them most, based on prioritisation and available capacity.

 

Altruism: The selfless concern for the wellbeing of others, which often drives the mission of charitable organisations and motivates efforts around service delivery

 

Assistance: The help or support provided by a charity to individuals or communities in need, including financial aid, counselling, food, shelter, and other vital services.

 

Assessment: The process of evaluating the needs, conditions, or circumstances of individuals or communities to determine the appropriate services or interventions the charity should provide.

 

Awareness: Efforts made by the charity to inform and educate the public about specific issues or causes, raising understanding and support for their work and beneficiaries.

 

 

B

 

Barriers: Obstacles or challenges that may prevent individuals or communities from accessing or receiving services, such as financial constraints, geographical limitations, or lack of information.

 

Benefactor: A person or organisation that provides financial support, donations, or resources to a charity or cause to help it achieve its mission.

 

Beneficiaries: The individuals or groups who receive assistance, support, or services from the charity, typically those in need of help or those benefiting from a charitable cause.

 

Beneficiaries feedback mechanisms (BFM): A process through which charities collect and respond to the opinions, concerns, and suggestions of service users. These come in various forms, ranging from suggestion boxes to hotlines, focus groups to feedback committees. For more information, check out: How charities stopped centring service users.

 

Branding: How a charity presents to the public, including its identity, mission, and values, aimed at creating a positive and recognisable image to attract donors, volunteers, and beneficiaries.

 

Budgeting: The process of planning and allocating the charity’s financial resources, ensuring that funds are used effectively to support its programs and services. For helpful advice on budgeting for service delivery, see our webinar: Budgeting tips for charities.

 

 

C

 

Capital campaign: A large-scale fundraising effort aimed at aimed at raising a significant amount of money for a specific, long-term project or initiative, such as building infrastructure or expanding a charity’s services. Capital campaigns can form the financial foundations for charities hoping to launch new service initiatives.

 

Collaboration: The act of working together with other organisations, agencies, or stakeholders to enhance service delivery, share resources, and achieve common goals. Prior to launching a new service, charities should always scout opportunities for collaboration, as it’s easy to partner with other charities to reach service users rather than create unnecessary competition.

 

Community engagement: The process of involving local communities in the design, delivery, and evaluation of services, ensuring their needs and input are considered.

 

Community outreach: The efforts made by a charity to connect with and provide services to underserved or at-risk populations, often through direct interaction or information dissemination.

 

Consultation: The process of seeking advice or feedback from stakeholders, experts, or beneficiaries to improve or tailor services according to their needs and expectations. BFMs are one of the most common ways to invite feedback from service users.

 

Corporate social responsibility (CSR): The practice of businesses supporting charitable causes, often through donations, volunteer efforts, or partnerships with nonprofit organisations. For more information, see: The benefits of corporate social responsibility.

 

Crisis intervention: Emergency support provided by a charity in response to immediate, critical needs, such as natural disasters, accidents, or other urgent situations.

 

Cost-effectiveness: The measure of how efficiently a charity uses its resources to deliver services, ensuring maximum impact with minimal expenditure. Charities should aim to reduce costs when providing services, allowing them to reach more people in the short- and long-term.

 

 

D

 

Development: The long-term process of improving the wellbeing of communities or individuals by providing resources, education, and opportunities for economic, social, or personal growth.

 

Disaster relief: Immediate assistance provided by a charity to support individuals or communities affected by natural or man-made disasters, including food, shelter, and medical care.

 

Diversity: The inclusion of individuals from various backgrounds, cultures, and perspectives in the charity’s services, ensuring that the needs of all community members are addressed. Charities should always include diverse representation when creating and designing services.

 

Donation: A voluntary gift, typically in the form of money, goods, or services, given to a charity to support its mission and service delivery.

 

Donor: An individual, group, or organisation that contributes financial resources, goods, or services to a charity to support its activities or causes.

 

Due diligence: The process of carefully reviewing and assessing potential partners, projects, or donations to ensure they align with the charity’s values and are appropriate for service delivery.

 

Digital inclusion: Ensuring individuals, especially from marginalised communities, have access to and can effectively use digital technologies to benefit from charity services. For more information, check out our Digital Inclusion Hub.

 

 

E

 

Empowerment: Providing individuals or communities with the tools, resources, and confidence needed to take control of their own lives and make decisions that improve their circumstances. For more information, see: How to empower your service users.

 

Engagement: Actively involving beneficiaries, donors, staff, and other stakeholders in the charity’s mission, programs, and activities, fostering participation and support.

 

Eligibility: The criteria individuals or organisations must meet to qualify for receiving services or benefits from a charity, often based on factors like income, need, or residency.

 

Equity: Ensuring fair and just access to services and opportunities for all individuals, particularly those from disadvantaged or marginalised groups, to reduce disparities and promote inclusion.

 

Ethics: The moral principles and guidelines that govern a charity’s operations and decision-making, ensuring that services are delivered with integrity, transparency, and fairness.

 

Expansion: The process of growing a charity’s programs, services, or reach to serve a larger population or new geographic areas, often to meet increased demand or address new needs.

 

Environmental sustainability: Ensuring services are designed and delivered in a way that minimises negative impacts on the environment and supports long-term ecological balance.

 

 

F

 

Facilitation: The process of making services or activities easier or more accessible for beneficiaries, often through guidance, coordination, or providing necessary resources.

 

Feedback: The information or responses provided by beneficiaries, staff, or stakeholders regarding the charity’s services, used to assess performance and improve service delivery. BFMs, as mentioned above, are the most common feedback method for service users.

 

Financial sustainability: The ability to maintain operations and services, ensuring the charity has the resources and strategies to generate ongoing funding and minimise financial risks. For more information, see: A simple guide to financial sustainability.

 

Flexibility: The ability of a charity to adapt its services or programs to meet the changing needs of its beneficiaries, environments, or circumstances.

 

Franchise model: Also known as social franchising, the term dictates a system in which a charity replicates its successful programs or services in different locations through partnerships or licensing arrangements, expanding its impact while maintaining consistent standards.

 

Fundraising: The process of gathering financial resources from donors, sponsors, or other supporters to fund the operations and services of a charity. For a fundraising A-Z, see here: An A-Z glossary of fundraising terms and definitions.

 

Fellowship: A form of support, often in the form of financial assistance or mentorship, provided by a charity to individuals for educational or developmental purposes.

 

 

G

 

Governance: The system by which a charity is directed and controlled, including the roles and responsibilities of its board of directors and other leadership in ensuring transparency, accountability, and ethical operation.

 

Goodwill: The reputation a charity builds within the community and among stakeholders, often a result of consistent, ethical service and the successful achievement of its mission.

 

Grant: A sum of money given by a government, organisation, or individual to fund a charity’s specific project or program, typically with no expectation of repayment.

 

Groundwork: The preliminary efforts involved in planning and establishing a charity’s service programs, including research, relationship building, and resource identification.

 

 

H

 

Holistic approach: A method of service delivery that addresses all aspects of a person’s wellbeing – physical, emotional, social, and spiritual – rather than focusing on just one issue.

 

Humanitarian aid: Assistance provided in response to crises, such as natural disasters, conflict, or famine, aimed at saving lives and alleviating suffering by providing food, shelter, medical care, and other basic needs. The EU provides a comprehensive and helpful definition.

 

 

I

 

Impact: The long-term effect or change brought about by a charity’s programs or services, often measured in terms of improved outcomes for beneficiaries or communities. You can read our articles on measuring impact, reporting impact, and talking about impact.

 

Impact assessment: The process of evaluating the effectiveness of a charity’s programs or services in achieving desired outcomes, often using both qualitative and quantitative data.

 

Inclusivity: Ensuring that all individuals, regardless of their background, ability, or circumstances, have equal access to the services and opportunities provided by a charity.  

 

Income generation: Activities or programs developed by a charity to raise funds through means such as social enterprises, fundraising events, or sales of products, to support its work. Charities cannot provide services without the right resources, often provided by the public.

 

Infrastructure: The physical and organisational structures required for a charity to operate effectively, including office space, equipment, technology, and staff systems.

 

Intervention: The actions taken by a charity to address specific problems or needs within a community, such as providing direct support, resources, or services to beneficiaries.

 

 

J

 

Job placement: A service provided by charities that helps individuals, particularly those from disadvantaged backgrounds, secure employment by connecting them with potential employers.

 

Job training: A service that aims to provide individuals with the skills and knowledge needed to secure employment or improve their career prospects.

 

 

K

 

Key performance indicator (KPI): A measurable value that demonstrates how effectively a charity is achieving its objectives and goals, helping to track and evaluate the success of its programs and services. For more, check out: A guide to charity KPIs or How to set meaningful KPIs.

 

Knowledge sharing: The practice of exchanging information, skills, and best practices within a charity, among staff, volunteers, and external partners. Knowledge sharing can be vital for charities aiming to provide the best possible services to their users.

 

 

L

 

Leadership development: Services designed to cultivate leadership skills, especially in vulnerable or marginalised groups, to enable them to take on roles in their communities.

 

Legacy giving: Donations made to a charity through a will or estate plan, often used to support long-term funding and ensure the charity’s sustainability. For more information, see: Why charities should focus on legacy giving.

 

Liaison: A person or role within a charity who facilitates communication and cooperation between the charity and external stakeholders, such as partners, donors, or the community.

 

Local community engagement: Involving locals in the charity’s programs and decision-making processes to ensure services meet the community’s needs and priorities.

 

 

M

 

Matching grants: A type of funding in which a donor agrees to match contributions made by other donors, typically up to a certain amount, to encourage additional fundraising.

 

Market research: The process of gathering, analysing, and interpreting data about the needs, preferences, and behaviours of charity beneficiaries or potential donors to improve service delivery and fundraising efforts. Market research can form a vital part of the planning of services. It is best to undertake prior to the launch of a new service and creating additional feedback mechanisms to research efficacy during implementation and beyond.

 

Mentorship: A support program where experienced individuals guide and advise less-experienced individuals, often used by charities to help beneficiaries or volunteers develop new skills and reach their potential. See: An introduction to mentoring.

 

Microfinance: Small loans provided by charities to individuals or small businesses, particularly in low-income communities, to help them achieve financial independence and stability. See here for a more in-depth definition.

 

Mobilisation: The act of organising and bringing together resources, supporters, donors, volunteers, or communities to support the delivery of charity services, often in response to urgent needs or crises. Find out more here: Mobilisation: How to attract and retain supporters.

 

Mission statement: A formal summary of a charity’s core purpose, values, and goals, guiding its actions and strategies in service delivery and advocacy. For more information, see: How to write a mission statement.

 

 

N

 

Navigational support: Assistance provided by charities to help individuals or communities access resources, services, or information, especially for those unfamiliar with available systems or services. Navigational support helps users understand how services can support them.

 

Needs assessment: Identifying and evaluating the specific needs of a community or population, used by charities to determine how to allocate resources and design effective programs. For more information, check out Mind’s helpful guide around social care and health.

 

Needs-based funding: Financial support provided to a charity based on the specific needs of the community, ensuring that funds are directed where they will have the most significant impact.

 

Networking: The process of building relationships with individuals, organisations, and other stakeholders to share information, collaborate, and expand the reach of charity services.

 

 

O

 

Objectives: The specific, measurable goals that a charity aims to achieve through its programs and services, often tied to the organisation’s mission and vision.

 

One-to-one support: Charity services that provide personalised assistance to individuals, offering tailored help to meet specific needs, such as counselling or mentoring.

 

Opportunity mapping: The process of identifying and analysing potential areas where a charity can expand its services or collaborate with other organisations to better serve its beneficiaries.

 

Outcome measurement: Evaluating the results or impacts of charity programs, assessing whether objectives have been met and how services have benefited the intended recipients.

 

Outreach: The efforts made by a charity to connect with and provide services to individuals or communities in need, often involving active communication and engagement. For tips on improving your outreach, check out the Social Change Agency’s advice.

 

 

P

 

Partnerships: Collaborative relationships between a charity and organisations, businesses, or stakeholders to achieve common goals, often enhancing service delivery and resource sharing. For examples of great partnerships, see: Inspiring charity and business partnerships

 

Personalised services: Charity services that are tailored to the individual needs of beneficiaries, such as customised support, counselling, or assistance, to address specific challenges.

 

Philanthropy: The act of donating money, goods, or services to support charitable causes, often involving both individuals and organisations contributing to social wellbeing. Check out: What’s the difference between charity and philanthropy?

 

Public awareness campaign: Efforts by charities to inform and educate the public about important social issues, services available, and ways to get involved or donate. GoFundMe has some helpful advice on launching awareness campaigns.

 

 

Q

 

Qualitative research: Research methods used to gather non-numerical data, such as interviews or focus groups, to understand the experiences, opinions, and needs of beneficiaries.

 

Quantitative research: Research that involves the collection and analysis of numerical data, often used by charities to measure the impact, reach, or outcomes of programs and services.

 

Quality assurance: The process of ensuring that charity programs and services meet established standards and deliver consistent, effective outcomes for beneficiaries.

 

 

R

 

Raising awareness: Efforts by a charity to inform and educate the public about specific issues, the charity’s mission, or the need for support, often through campaigns, events, or media. Check out: Marketing strategies to increase awareness.

 

Resource allocation: The process of distributing available resources, such as funding, staff, or materials, to various charity programs or services to maximise impact and efficiency. Resource allocation is vital in terms of service delivery, as donors increasingly want to see more money spent on users, less on admin and internal operations: a difficult balance to strike for charities.

 

Referral services: Services that connect individuals with other organisations or services, often when the charity itself cannot provide the needed assistance.

 

Rehabilitation: Services offered by charities to help individuals recover from illness, injury, addiction, or trauma, and reintegrate into society or the workforce.

 

 

S

 

Service delivery: The process by which a charity provides its programs or services to the community, ensuring they meet the needs of beneficiaries effectively and efficiently. For more information on service delivery, see our Reimagining Services Hub.

 

Service evaluation: The process of assessing the effectiveness and impact of charity services, determining whether they are meeting their objectives and identifying areas for improvement.

 

Social responsibility: The obligation of a charity to act in ways that benefit society, which can include ethical practices, environmental stewardship, and contributing to the common good.

 

Sponsorship: Support provided by businesses, individuals, or organisations to help fund charity programs, events, or services in exchange for recognition or promotional opportunities.

 

Stakeholders: Individuals, groups, or organisations that have an interest or involvement in a charity’s work, including beneficiaries, donors, volunteers, staff, and partners.

 

Subsidised services: Services provided by a charity at a reduced cost or for free, often aimed at low-income individuals or those facing financial hardship.

 

 

T

 

Target audiences: The specific people or communities services are designed to assist or engage, often based on demographic, geographic, or socio-economic factors.

 

Training and development: Services aimed at improving the skills and knowledge of charity staff, volunteers, or beneficiaries to enhance service delivery and capacity building.

 

Transparency: Openly sharing information about a charity’s operations, finances, and decision-making processes with stakeholders to build trust and accountability. Vital in terms of service delivery, so that all stakeholders understand the decisions made and the services provided.

 

 

U

 

Unrestricted funds: Financial donations or grants given to a charity that can be used for any purpose, without restrictions, allowing the charity flexibility in how to allocate resources. For more, check out: The benefits of unrestricted funding.

 

Urgency assessment: The process of determining the immediate needs of individuals or communities, often used by charities in crisis situations to prioritise the allocation of resources.

 

Universal access: The goal of ensuring that charity services are available and accessible to all individuals, regardless of their background, socioeconomic status, or location.

 

 

V

 

Virtual services: The ability to offer virtual services to charity users, often via access to the Internet and moving services into the digital space. Virtual services are sometimes excluding, as all users will not have access, which is why ensuring digital inclusion proves so important.

 

Volunteer management: The overall system of recruiting, training, retaining, and motivating volunteers to ensure they are effectively contributing to a charity’s programs and services. For more, check out: A complete guide to volunteer management.

 

 

W

 

Wellness services: Charity initiatives aimed at promoting the physical, mental, and emotional wellbeing of individuals or communities, often focusing on health, fitness, and self-care.

 

Whistleblowing: The act of reporting unethical or illegal activities within a charity, ensuring transparency and accountability in its operations and service delivery. For more, see: How to be a whistleblower.

 

Workshops: Educational or training sessions organised by charities to provide skill-building, knowledge, or resources to beneficiaries or volunteers.

 

 

X

 

 

Y

 

Youth services: Programs provided by charities aimed at improving the wellbeing of young people, including education, mentorship, mental health support, and career guidance.

 

 

Z

 

Zakat: A form of almsgiving in Islamic charity, often considered one of the Five Pillars of Islam, where Muslims donate a portion of wealth to those in need.