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: 

Apply the principles of good customer service to achieve public sector objectives 
SAQA US ID UNIT STANDARD TITLE
242901  Apply the principles of good customer service to achieve public sector objectives 
ORIGINATOR
SGB Public Administration and Management 
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  Level 4  NQF Level 04 
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 public sector officials involved with service delivery functions related to communities or other stakeholders. This Unit Standard aims at the development of administration skills of South African public officials, Public Administration supervisors and other role-players which in turn leads to the development of improved service delivery to communities.

The qualifying learner is capable of:
  • Identifying customer needs.
  • Differentiating between good and bad service.
  • Identifying one's role in the service delivery chain.
  • Implementing service delivery improvements that contribute to the achievement of overall public sector objectives.
  • Demonstrating an ability to deal with difficult customers.
  • Recognising and applying the principles of Batho Pele in servicing customers. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    All learners accessing this standard must be competent in:
  • Communication NQF Level 3.
  • Mathematical Literacy NQF level 3.
  • Computer Literacy NQF Level 3. 

  • UNIT STANDARD RANGE 
    In this unit standard the phrases 'public service' and 'public service context' include or imply, but are not limited to, following commercial and good governance practices subject to the custodial, constitutional, public and administrative law imperatives of serving the public good in a transparent responsible and accountable manner. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify customer needs. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The concept 'customer' is defined within the public service context and contrasted with the commercial concepts categories. 
    ASSESSMENT CRITERION RANGE 
    Customer categories include but are not limited to 'internal' and 'external' customers, 'immediate' and 'remote' customers and the concept of the 'public'.
     

    ASSESSMENT CRITERION 2 
    Customer segmentation and differentiation principles are understood and applied in the context of the public service. 

    ASSESSMENT CRITERION 3 
    The concept 'customer need' is analysed in relation to identified categories and segments of public service customers. 
    ASSESSMENT CRITERION RANGE 
    The concept 'customer need' includes, but us not limited to concepts of 'customer values', 'customer desires', customer or public expectations'.
     

    ASSESSMENT CRITERION 4 
    Methods of identifying customer needs are identified, explain, evaluated and applied in a public service context. 
    ASSESSMENT CRITERION RANGE 
    Identifying methods include, but are not limited to public feedback, market research, studies, consultant reports, ward committee structures, party political sources and media sources.
     

    SPECIFIC OUTCOME 2 
    Differentiating between good and bad service. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The history, theories and concepts of the quality movement are understood and applied to the public service context. 

    ASSESSMENT CRITERION 2 
    Methods of specifying quality standards are understood and applied to meeting customer needs in the public service context. 

    ASSESSMENT CRITERION 3 
    Good or bad service is identified in relationship to meeting or exceeding customer expectations. 

    ASSESSMENT CRITERION 4 
    Good and bad service is identified in relationship to meeting or exceeding quality standards and specifications. 

    SPECIFIC OUTCOME 3 
    Identifying one's role in the service delivery chain. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The basic concepts of 'supply chain management' and work processes or systems are understood and explained. 

    ASSESSMENT CRITERION 2 
    The concept of a 'service delivery chain' or processes are applied to the public service, a public service department or section and the learners place in each is identified with examples. 

    ASSESSMENT CRITERION 3 
    The concept the 'quality is inbuilt' is understood in delivery of quality service is understood and applied in the context of a 'supply chain'. 

    ASSESSMENT CRITERION 4 
    The concepts of personal 'service levels' and of 'service level agreements' is understood in the context of the service quality and the public service quality management. 

    SPECIFIC OUTCOME 4 
    Implement service delivery improvements that contribute to the achievement of overall public sector objectives. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Institutional process for the management of service quality with in the public service are identified and explained. 

    ASSESSMENT CRITERION 2 
    Constrains on good service delivery are identified in commercial and public service contexts and described with examples. 

    ASSESSMENT CRITERION 3 
    Threats and opportunities in identifying poor service delivery are explained and understood. 

    ASSESSMENT CRITERION 4 
    Processes for managing constraints, threats and opportunities are identified and applied in a public service context. 

    ASSESSMENT CRITERION 5 
    Continuous improvement methods and processes are understood and identified within public service processed and supported. 

    SPECIFIC OUTCOME 5 
    Demonstrate an ability to deal with difficult customers. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Empathy is displayed towards the customer at all times. 

    ASSESSMENT CRITERION 2 
    Levels of authority with regard resolving customer problems within the public service are understood and applied. 

    ASSESSMENT CRITERION 3 
    Active listening skills are understood and demonstrated with examples. 

    ASSESSMENT CRITERION 4 
    Principles of good communication are understood and applied. 

    ASSESSMENT CRITERION 5 
    Complaint handling procedures within public service processes are identified and supported. 

    SPECIFIC OUTCOME 6 
    Recognise and apply the principles of Batho Pele in servicing customers. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Batho Pele principles of work ethics are understood and applied to customer service in public service context. 

    ASSESSMENT CRITERION 2 
    Batho Pele principles of professionalism are understood and applied to customer service in public service context. 

    ASSESSMENT CRITERION 3 
    Batho Pele principles of sensitivity of community issues are understood and applied to customer service in public service context. 

    ASSESSMENT CRITERION 4 
    Batho Pele principles of applying codes of conduct are understood and applied to customer service in public service context. 


    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 
  • Public sector policies and procedures.
  • Office administrative procedures.
  • Service delivery planning.
  • Interpersonal skills and conflict management.
  • Public sector customer service techniques.
  • Basic principles of service improvement planning and design of continuous improvement practices and processes. 

  • 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 to critically examine how to provide and improve service delivery in the a public sector context. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group, organisation or community to ensure that public sector customer service is effectively applied to fulfil the overall objectives of the public sector. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly and effectively in order to ensure that all customer service initiatives are implemented timeously and according to public sector policies and procedures. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate service delivery improvement initiatives as well as any customer problems that may arise the delivery of service. 

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

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically, showing responsibility to the environment and health of others to ensure that records and correspondence required in service delivery are compiled, maintained and updated on an ongoing basis on relevant systems. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of interrelated systems by recognising that customer service contexts within the public sector not exist in isolation and that a variety of internal and external factors can impact on the efficacy thereof. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Participating as responsible citizens in the life of local, national and global communities by ensuring that service delivery is ensured and that public sector objectives are met within own work context. 

    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 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  65989   Further Education and Training Certificate: Human Settlements Development  Level 4  NQF Level 04  Reregistered  2023-06-30  CETA 
    Core  57824   Further Education and Training Certificate: Public Administration  Level 4  NQF Level 04  Reregistered  2023-06-30  PSETA 
    Elective  64069   Further Education and Training Certificate: Archives and Records Management  Level 4  NQF Level 04  Reregistered  2023-06-30  ETDP SETA 
    Elective  58624   National Certificate: Library and Information Services  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2015-03-13  ETDP 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.
     
    NONE 



    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.