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. AFRIC POLICING INSTITUTE 
    2. BOKAMOSO INSTITUTE OF SOUTH AFRICA 
    3. BROOKLYN CITY COLLEGE (PTY) LTD - PRETORIA 
    4. BUKHONA BAKHE HOLDINGS PTY LTD 
    5. CRANE INTERNATIONAL ACADEMY DURBAN 
    6. CRANE INTERNATIONAL ACADEMY MIDDLEBURG 
    7. CRANE INTERNATIONAL BURGERSFORT 
    8. DAM SCHOOL OF POLICING 
    9. DAM SCHOOL OF POLICING POLOKWANE 
    10. DAM SCHOOL OF POLICING PRETORIA 
    11. DAM TECHNICALCOLLEGE PTY TD 
    12. HILLCROSS BUSINESS COLLEGEPTY LTD 
    13. HJN POLOKWANE BRANCH PTY LTD 
    14. HJN TRAINING CC 
    15. JEPPE COLLEGE OF COMMERCE AND COMPUTER 
    16. Modern Technical College FET 
    17. PACINAMIX PTY LTD. 
    18. SNAP SOLUTIONS NETWX 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.