SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Manage service delivery improvement 
SAQA US ID UNIT STANDARD TITLE
120306  Manage service delivery improvement 
ORIGINATOR
SGB Administration 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Public Administration 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular-Fundamental  Level 6  Level TBA: Pre-2009 was L6  8 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This Unit Standard is intended for elected political leaders and public sector officials involved with the service delivery activities that require the use of public assets to render services to the communities. It is also useful to South Africa's public officials and political executives, strategic executive managers and other role-players contributing to the development of improved service delivery to communities. The qualifying learner will be able to apply the knowledge, skills and values to understand client behaviour and characteristics and plan service delivery improvement in order to meet organisational targets.

The qualifying learner is capable of:
  • Developing a service delivery improvement plan to meet organisational targets.
  • Applying service delivery improvements and honour client confidentiality.
  • Reviewing the service delivery improvement plan of the organisation/department. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners are competent in:
  • Communication at NQF Level 5
  • Computer Literacy at NQF Level 4 
    		•

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Develop a service delivery improvement plan to meet organisational targets. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Feedback from stakeholders regarding problems of service delivery is collated and analysed according to categories. 

    ASSESSMENT CRITERION 2 
    Reasons for and sources of client dissatisfaction are described using case studies. 

    ASSESSMENT CRITERION 3 
    The nature of problems, needs and expectations of clients is analysed using case studies. 

    ASSESSMENT CRITERION 4 
    Existing service delivery standards/levels are identified and described according to relevant organisational policy. 

    ASSESSMENT CRITERION 5 
    Measures to rectify service delivery failures are identified and described with examples. 

    ASSESSMENT CRITERION 6 
    Plans for the improvement of service delivery are devised and necessary resources are allocated according to departmental/organisational policies and procedures. 

    SPECIFIC OUTCOME 2 
    Apply service delivery improvements and honour client confidentiality. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Service delivery is explained in relation to the organisational vision, goals and objectives. 

    ASSESSMENT CRITERION 2 
    Methods and techniques to build a sound relationship with clients are described according to best practice. 

    ASSESSMENT CRITERION 3 
    The relevant code of conduct to maintain client confidentiality is implemented according to organisational requirements. 

    ASSESSMENT CRITERION 4 
    The targeted components of service delivery are co-ordinated to ensure improvements according to service delivery improvement plans. 

    SPECIFIC OUTCOME 3 
    Review the organisational service delivery improvement plan. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The quality cycle in relation to organisational service delivery is described and explained according to the specific sector. 

    ASSESSMENT CRITERION 2 
    Continuous feedback and improvement strategy for organisational service delivery is outlined and analysed according to the best practices. 

    ASSESSMENT CRITERION 3 
    Professional communication and relations with all stakeholders are developed in accordance with organisational policies and procedures. 

    ASSESSMENT CRITERION 4 
    The service delivery improvement plan is revised and communicated to all relevant stakeholders. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Any individual wishing to be assessed (including through RPL) against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard or assessing this unit standard must be accredited as a provider with the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The learner must demonstrate an understanding of:
  • The Public Services Act.
  • The Municipal Systems Act and the Municipal Structures Act.
  • The Promotion of Administrative Justice Act.
  • The Promotion of Access the Information Act.
  • The Batho-Pele White Paper on Transforming Public Sector Service Delivery.
  • Public Finance Management act.
  • Information flows within the organisation.
  • Client service techniques.
  • Communication obstacles and techniques. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems using critical and creative thinking processes in a service related context. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group, organisation or community to enhance service delivery. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly when applying and reviewing client service techniques. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information to enhance client service techniques for internal and external clients. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language in the modes of oral and/or written persuasion to ensure effective service delivery. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically, showing responsibility to the environment and health of others to capture information relating to customers. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of interrelated systems by recognising that client service contexts do not exist in isolation. 

    UNIT STANDARD CCFO CONTRIBUTING 
  • Participating as responsible citizens in the life of local, national and global communities by ensuring that service delivery is carried out in responsible and accountable manner.
  • Be culturally and aesthetically sensitive in relating to all internal and external roleplayers across a range of contexts when applying client service techniques. 
    		•

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    Additional

    Articulation Possibilities:

    This unit standard will enable a learner to articulate to other qualifications in Financial Management, Financial Services, Business Administration, Public Finance Management and Administration, Municipal Finance Management and Administration, Generic Financial Management, Leadership in Local Government. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  50060   National Certificate: Public Administration  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  PSETA 
    Core  59304   National Diploma: Freight Forwarding and Customs Compliance  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2020-07-30  TETA 
    Core  80066   National Certificate: Strategic Road Traffic Operations  Level 6  NQF Level 06  Reregistered  2023-06-30  SAS SETA 
    Core  61729   National Diploma: Policing  Level 6  NQF Level 06  Reregistered  2023-06-30  SAS SETA 
    Fundamental  67460   National Diploma: Public Administration  Level 6  NQF Level 06  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  60549   National Diploma: Aeronautical Information Management Practice  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2016-12-31  TETA 
    Elective  63369   National Diploma: Trade Union Practice  Level 5  NQF Level 05  Reregistered  2023-06-30  ETDP SETA 
    Elective  62829   National Certificate: Law Enforcement: Sheriffing  Level 6  Level TBA: Pre-2009 was L6  Reregistered  2023-06-30  SAS SETA 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. 1LeadRoot (Pty) Ltd 
    2. Abinet Training & Development 
    3. Acorser Corporate and Business Consulting Cc 
    4. AFRIC POLICING INSTITUTE 
    5. Akhona Skills Fountain and Trading 
    6. All Access Holdings 
    7. All Sorts 108 Skills Development PTY (Ltd) 
    8. Amandla Obunye Training Academy 
    9. Amathuba Learning and Training Centre 
    10. Amber Tower Training 
    11. Anesu Ka Mpho (Pty) Ltd 
    12. Arishi ISD (PTY) Ltd 
    13. ARMS - Audit & Risk Management Solutions 
    14. ATTI Polokwane 
    15. Aubrey Nyiko Business Enterprises 
    16. Avenida Training Agency (Pty) Ltd 
    17. Basileia Strategies (Pty) Ltd 
    18. BDCE (Pty) Ltd 
    19. Bells Technical College 
    20. Biz Ed Trading 
    21. Bohlokoa Business Consultancy 
    22. BOKAMOSO INSTITUTE OF SOUTH AFRICA 
    23. Boland TVET College 
    24. BOLTON BUSINESS COLLEGE & COMPUTER STUDIES 
    25. Bona Business Solutions (PTY) LTD 
    26. Bono Skills Development (PTY) Ltd 
    27. Bonstev Consulting and Projects (Pty) Ltd 
    28. Broadmind Leadership Development and Training (Pty) Ltd 
    29. BROOKLYN CITY COLLEGE (PTY) LTD RUSTENBURG CAMPUS 
    30. BROOKLYN CITY COLLEGE (PTY) LTD 
    31. BROOKLYN CITY COLLEGE (PTY) LTD - PRETORIA 
    32. BROOKLYN CITY COLLEGE (PTY) LTD JOHANNESBURG CAMPUS 
    33. Brooklyn City College - Polokwane 
    34. Cale Developments 
    35. Centre for Africa Capacity Building and Development (Pty) Ltd 
    36. Century Business Academy 
    37. Chartered Institute of Management (Pty) Ltd 
    38. Citiview Trading and Projects 
    39. College of Cape Town 
    40. Commerce Edge South Africa (Pty) Ltd 
    41. Conglomerates Institute (Pty) Ltd 
    42. D and D Lwazi Renaissance Research Development Institute 
    43. DAM SCHOOL OF POLICING 
    44. DAM SCHOOL OF POLICING POLOKWANE 
    45. DAM SCHOOL OF POLICING PRETORIA 
    46. DAM TECHNICALCOLLEGE PTY TD 
    47. Dee's Training ( PTY) Ltd 
    48. Ditseko Training and Development Services CC 
    49. DotCentre Business Consulting 
    50. Dzindalo Consulting (Pty) Ltd 
    51. E-Login Business Institute (Pty) Ltd 
    52. Edutel Public Service Company 
    53. Equity Training and Consulting 
    54. Excellent Minds Institute (Pty) Ltd 
    55. Extribyte (Pty) Ltd 
    56. Eyamalwandle (Pty) Ltd 
    57. Fachs Business Consulting and Training 
    58. Falcon Business Institute 
    59. Finweb Business Consultancy (Pty) Ltd 
    60. Fort Hare Trading Solutions (Pty) Ltd 
    61. Free State Training and Development Institute 
    62. Gatyana Training Academy (Pty) Ltd 
    63. Genvio cc 
    64. Gleyding Management Institute (Pty) Ltd 
    65. Glicam Trading Enterprise 
    66. Global Steel Merchants (Pty) Ltd 
    67. Harvestine Investments (Pty) Ltd 
    68. Harvitex cc 
    69. HDPSA GROUP (PTY) LTD 
    70. Higherway Institute of Learning (Pty) Ltd 
    71. HILLCROSS BUSINESS COLLEGEPTY LTD 
    72. HJN POLOKWANE BRANCH PTY LTD 
    73. HJN TRAINING CC 
    74. iCollege 
    75. Immaculate Training and Consulting 
    76. Imperium Consulting (Pty) Ltd 
    77. Innovative Technology Design 
    78. Institute of Busines Management of Southern Africa 
    79. Integrated Corporate Skills Solution 
    80. JEPPE COLLEGE OF COMMERCE AND COMPUTER 
    81. Josmap Training Institute 
    82. Kcobodo Training Centre (KTC) 
    83. Kgaka Kgolo Institute 
    84. Khongoloti Training Academy 
    85. Khuphula Training Solutions and Trading (Pty) Ltd 
    86. KMS College 
    87. Kunaku Procurement Solutions (Pty) Ltd 
    88. Le - Mark Training and Development Pty (Ltd) 
    89. Lead Afrika Consulting (Pty) Ltd 
    90. Learncore (Pty) Ltd 
    91. Leronsa Trading Enterprise 
    92. Letlhokoa Management Services 
    93. Lungile Mchunu Consultancy (Pty) Ltd 
    94. Lusa Social Enterprenueship Institute (PTY)LTD 
    95. Majuba Technical Vocational Education and Training College 
    96. MAS SAFE SECURITY CC 
    97. Matabane Professional Accountant 
    98. Matash Holdings (Pty) Ltd 
    99. Matontech Trading Enterprise 
    100. Matprodev Consulting 
    101. Maximum Development Institute 
    102. Mgwezane Training and Management cc 
    103. Milpark Education (Pty) Ltd 
    104. Mission Point Trading 69 
    105. MMPS Holdings 
    106. MOD - MOSH Projects and Consulting 
    107. Mokoai Business Solutions (Pty) Ltd 
    108. Molly Malete Productions CC 
    109. Mowils Consultants 
    110. Mpumalanga School of Government - MPSG 
    111. MSC Education Holdings (PTY) LTD 
    112. Nare Training and Development 
    113. National Skills and Technical College 
    114. Nghunyule Investments 
    115. Nkqubela Community Developers 
    116. NokushoM Consultancy and Trading 
    117. Orbit TVET College 
    118. Orchards Graduate School (Pty) Ltd 
    119. Pacinamix 
    120. Pamodzi Training Services 
    121. Performance Management Collaborative Africa (Pty) Ltd 
    122. Peuneo (Pty) Ltd 
    123. Phoka Tshela Projects 
    124. Pholo Human Capital (Pty) Ltd 
    125. Phunda Maria Consulting 
    126. Pioneer Business Consulting 
    127. PND Academy of Learning 
    128. Poshido Trading 
    129. Positive Thinking Consultants cc 
    130. Practicon Training 
    131. Prestige Leaders Consulting (Pty) Ltd 
    132. Primeserv Corporate Solutions 
    133. Prodigy Business Services 
    134. Profounder Intelligence Management Services 
    135. Prosam Consulting Group (Pty) Ltd 
    136. Prospen Group (Pty) Ltd 
    137. Quintax Training and Development 
    138. Ramaja Training and Business Consultancy (Pty)Ltd 
    139. Ramazwi Security Service and Training Agency (Pty) Ltd 
    140. Rams Professional Training and Conferencing 
    141. Ratomac Trading Consultants (Pty) Ltd 
    142. Regen Institute of Leadership and Management Education 
    143. Regenesys School of Public Management 
    144. Ribolla Learning Academy 
    145. Ritepath HR Solutions 
    146. RKM Consultancy and Trading 
    147. Saint Colonel Graduate Institute 
    148. Sampatla Procurement Solutions (Pty) Ltd 
    149. Sanda Skills Development 
    150. Sbongukhanyo (Pty) Ltd 
    151. Silver Streak Trading 649 CC 
    152. Sims Khula Training & Skills Development 
    153. Sisizathu Training 
    154. Sizanesu Consulting 
    155. Skills Share Africa Institute 
    156. SNAP SOLUTIONS NETWX PTY LTD 
    157. SOMANDLA ENTREPRENEURSHIP ACADEMY 
    158. South Africa School of Diplomacy, Protocol and Public Administration 
    159. South African Centre for Business Studies (Pty) Ltd 
    160. Southern African Institute of Learning 
    161. Spears Business and Life Coach Consulting 
    162. Starplex408 Pty) Ltd 
    163. Step Ahead Academy (Pty) Ltd 
    164. Striving Mind Trading 289 
    165. Summat Training Institute (Pty) Ltd 
    166. Synergy Corporate (Pty) Ltd 
    167. T Mabuya and Associates (Pty) Ltd 
    168. Tanosa Trading CC 
    169. Thandiwenathi (Pty) Ltd 
    170. Thasha Training and Consulting 
    171. The Finishing College (Pty) Ltd 
    172. The Iscariota Group 
    173. The Justice College 
    174. Thembi Penelope Vilakazi 
    175. Thobologo Training and Education Group (Pty) Ltd 
    176. Thubelihle Graduate Institute (Pty) Ltd 
    177. Thuto Lore Academy 
    178. Tinotel Communications 
    179. Tippinggate Business Solutions 
    180. Tloumogale Business Development & Consulting (Pty) Ltd 
    181. Tonex Management Solutions (Pty) Ltd 
    182. Trainyoucan (Pty) Ltd 
    183. Tshwane Training Institute (Pty) Ltd 
    184. Tsoelopele Leadership Consulting (Pty) Ltd 
    185. Ukwakhile Projects (PTY) Ltd 
    186. Umfolozi College for TVET 
    187. University of Pretoria 
    188. Vala Nge Bhetshu Human Capital Development (Pty) Ltd 
    189. Vuca Institute of Leadership Development 
    190. Vumilia Africa Group 
    191. Vurhena Business Consultancy 
    192. Vusheni Learning Academy 
    193. Weinvest Investments 
    194. Welas African Kitchen CC 
    195. Yellow Media Publishing Group (Pty) Ltd 
    196. Ziyana Business Consulting and Training (Pty) Ltd 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.