SAQA QUALIFICATION TITLE NQF MIN

ID LEVEL CREDITS

50060 National Certificate: Public Administration 5 141

LEARNERWORKBOOK GUIDE
Skills Program One (1):
Service Delivery Management

Public Administration NQF Level 5 1

© Public Service Sector Education & Training Authority 2013
Learner Information:
Details Please Complete this Section
Name & Surname:
Organisation:
Unit/Dept:
Facilitator Name:
Date Started:
Date of Completion:

Copyright
All rights reserved. The copyright of this document, its previous editions and any annexures thereto, is
protected and expressly reserved. No part of this document may be reproduced, stored in a retrievable
system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or
otherwise without the prior permission.

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 OVERVIEW

About the Learner This Learner Exercise Workbook has been designed and developed to evaluate
Workbook learners’ level of understanding of the SERVICE DELIVERY MANAGEMENT
module.

It forms part of a series of Learner Workbooks that have been developed for
National Certificate: Public Administration Learning Programme at NQF
Level 5, worth 156 credits.

Purpose The purpose of this Learner Exercise Workbook is to evaluate learners

understanding on the specific outcomes and/or assessment criteria of the
following SAQA Registered Unit Standards:

US No US Title Level Credits

120310 Apply client service techniques to improve service 5 6

delivery

120306 Manage service delivery improvement 5 8

Context This assessment represents the Formative Assessment component of the

SERVICE DELIVERY MANAGEMENT module, for the National Certificate:
Public Administration Learning Programme at NQF Level 5, worth 156
credits and should be completed in the classroom/training room.

Resources The following are resources needed for this assessment:

1. Learner Guide; and
2. Assessment Preparation.
Instructions to Facilitators will be required to:
Facilitators
 Explain the completion of the workbook to each learner; and

 Interview the learner on similar questions, should he/she not be able to

write.

Instructions to Learners will be required to:

Learners
 Complete the workbook as per the instructions;

 Ensure that all questions are completed;

 Ensure that the completion of the workbook is their own work;

 Ensure that all annexure are attached to the workbook and clearly
referred to;

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Assessment Time Learners are required to complete this assessment within the allocated time frame
of.... hours.

Total Mark This formative assessment carries a total mark of _ points. In order to meet the
pass mark, learners are required to achieve a minimum of 80% of the total marks.

Equipment Learners are required to have the following equipment in order to complete this
workbook:

 Pen and Pencil;

 Ruler; and

 Exam Pad – for additional paper.

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 GENERAL INFORMATION

LEARNER DETAILS
Learner Full Names
Learner ID No.:
Organisation:
Unit/Dept:
Contact Details: Telephone /Cell Numbers: Email Address:

WORKSHOP DETAILS
Workshop Venue:
Facilitator Name:
Date Started:
Date Completed:

ASSESSMENT PREPARATION CHECKLIST

DESCRIPTION YES NO COMMENTS/CONTINGENCY

This assessment is a formative assessment and it is based on
the outlined unit standard/s for the SERVICE DELIVERY
MANAGEMENT module.
Your assessment evidence for the SERVICE DELIVERY
MANAGEMENT module needs to be submitted on....... (day)
of...............(month)...........(year) at the following
address/place................................................................
You will be assessed based on the outlined Unit Standards.
The assessment activities are linked to specific
outcomes/assessment criteria of the outlined Unit Standards.
To determine your competence level, the following are the
methods to be used for this assessment:
1. .....................................................
2. .....................................................
To be declared competent on SERVICE DELIVERY
MANAGEMENT module (formative assessment), you should
have obtained at least 80% of the total mark of this
assessment.
You will be provided with detailed feedback on your
performance of this assessment as follows:
1. Written Feedback
2. Verbal Feedback
Should you be declared “not yet competent” on this
assessment, you will be entitled for re-assessment
opportunity/ies.

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You will be required to re-submit evidence (only for areas) you
were declared not yet competent. A date for re-submission will
be agreed with the assessor.
You will be entitled to lodge an appeal should you not be
satisfied with the assessment decision of your assessment.
You will be required to provide the assessor feedback on
assessment procedure – this is to assist in improving the
assessment practices.
Your results of assessment and portfolio of evidence
information will not be provided to any person without your
written consent.
Learner’s Declaration

I…………………………………………………………………………………………….herewith declare that I am ready for

the assessment, that we have reviewed the assessment preparation and plan, I understand the assessment process
and I am happy that the assessment will be conducted in a fair manner.
Learner Signature: Date: Facilitator Signature: Date:

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 Apply client service techniques to improve
Learning Unit1 service delivery
UNIT STANDARD NUMBER : 120310
LEVEL ON THE NQF : 5
CREDITS : 6
FIELD : Business, Commerce and Management
Studies
SUB FIELD : Public Administration

This Unit Standard is intended for elected political leaders and public sector officials involved with the
PURPOSE: service delivery activities that require use of public assets to render services to the communities.
This Unit Standard contributes to the development of management skills of 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 appropriate knowledge, skills and values to employ client service techniques that are suited
to varying client behaviour and characteristics.
The qualifying learner is capable of:
 Analysing the relationship between service communication and client behaviour and
characteristics.
 Applying client service techniques.
 Applying client techniques to high-risk client relations.
 Applying professional conduct in service provision.

LEARNING ASSUMED TO BE IN PLACE:

It is assumed that learners are competent in:

• Communication at NQF Level 4.
• Mathematical Literacy at NQF Level 4.

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 SESSION 1.
Analyse the relationship between service communication and client behaviour characteristics
Learning Outcomes
 Differing client behaviour and characteristics are described in relation to the Public Service context.
 Client service techniques that are applicable to internal and external clients are discussed and
detailed in accordance with the Public Service Sector.
 Client service techniques to ensure effective communication with differing client types are selected
according to Public Service requirements.
 Feedback and reporting processes that provide for service are described in relation to how they
impact on clients in varying public sector contexts.

Complete the following questions as per instructions provided

Activities

Activity Questions Description Mark

Define Your Clients in the public sector context
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Activity Questions Description Mark
Define the differing client behaviour and characteristics in relation to the
Public Service context.
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Activity Questions Description Mark
3 Discuss client service techniques. 15

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4 Differentiate between Internal Clients and External Clients. 10
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Activity Questions Description Mark
5 Describe the Communicating Service Excellence 10
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SESSION 2.
Apply client service techniques.
Learning Outcomes
 Sources of communication difficulties and obstacles with internal and external clients are identified
according to the Public Service Sector.
 Service provider's behavioural style is adapted to suit different client behaviours in accordance with
organisational guidelines.
 A client service technique is selected and applied to suit the customer service context according to
Batho Pele principles.
 Report feedback on the impact of the applied client service techniques in accordance with
organisational procedures.

Activity Mark
Questions Description
What are the Common Causes of Problems in Internal Communications?
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7 What are Service provider's behavioural styles? 15

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Activity Questions Description Mark

8 Describe the Batho Pele principles 20

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SESSION 3.
Apply client service techniques to high-risk customer relations
Learning Outcomes
 Client relations and service delivery research is collated and organised to identify high-risk areas of
provision within the Public Service Sector.
 Communication techniques suited to high-risk customer relations is identified and applied in
accordance with organisational policies and procedures.
 Appropriate actions and plans are devised and deployed in time to avoid crises in line with specific
sector procedures.
 Mechanisms for recording future high-risk customer relations are designed and maintained on an

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 ongoing basis.

Activity Questions Description Mark

Discuss of the probable high-risk areas of provision within the Public
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Service Sector

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10 What communication techniques are suited to high risk customer relations? 15
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11 What Actions and plans will be needed to avoid crisis. 10
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SESSION 4.
Apply professional conduct in service provision
Learning Outcomes
 The principles of Batho Pele are applied when dealing with internal and external clients.
 The rights of customers are upheld and discussed in all contexts of service provision in accordance
with the Batho Pele principles.
 Organisational values and ethics are applied to service delivery within a team context.
 Contingency plans are developed and communicated to all service delivery team members as per
organisational practice.

Activity Questions Description Mark

12 What are Service Standards? 20
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13 How are Service Standards Created? 15
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14 How do you set up a Service delivery improvement plans? 10

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 Learning Unit2 Manage service delivery improvement 
UNIT STANDARD NUMBER : 120306
LEVEL ON THE NQF : 6
CREDITS : 8
FIELD : Business, Commerce and Management Studies 
SUB FIELD : Office Administration 

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
PURPOSE:
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 organizational targets. 
The qualifying learner is capable of: 
 Developing a service delivery improvement plan to meet organizational targets.
 Applying service delivery improvements and honor client confidentiality.
 Reviewing the service delivery improvement plan of the organization/department. 

LEARNING ASSUMED TO BE IN PLACE:

Description of required skills:

 Communication at NQF Level 5
 Computer Literacy at NQF Level 4 

Answer the following question in the space provided below.

SESSION 1

Develop a service delivery improvement plan to meet organisational targets.

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 Learning Outcomes

 Feedback from stakeholders regarding problems of service delivery is collated and analysed
according to categories. 
 Reasons for and sources of client dissatisfaction are described using case studies. 
 The nature of problems, needs and expectations of clients is analysed using case studies. 
 Existing service delivery standards/levels are identified and described according to relevant
organisational policy. 
 Measures to rectify service delivery failures are identified and described with examples. 
 Plans for the improvement of service delivery are devised and necessary resources are allocated
according to departmental/organisational policies and procedures. 

Answer the following questions according to the instructions

provided

Activity Questions Description Mark

1 Describe the reasons for and sources of client dissatisfaction 8

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2 Discuss the nature of problems, needs and expectations of clients.  10
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Activity Questions Description Mark

3 Identify measures to rectify service delivery failures. 4

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4 Outline the plans for the improvement of service delivery and allocation 10

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 of necessary resources according to departmental/organisational
policies and procedures

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Discuss the importance of Feedback from stakeholders regarding
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SESSION 2.
Apply service delivery improvements and honour client confidentiality. 
Learning Outcomes
 Service delivery is explained in relation to the organisational vision, goals and objectives. 
 Methods and techniques to build a sound relationship with clients are described according to best
practice. 
 The relevant code of conduct to maintain client confidentiality is implemented according to
organisational requirements. 
 The targeted components of service delivery are co-ordinated to ensure improvements according
to service delivery improvement plans. 

Activity Questions Description Mark

6 Define service delivery in you own words. 3

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 Describe methods and techniques to build a sound relationship with
7 clients according to best practice.  10

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Activity Questions Description Mark

Outline the relevant code of conduct to maintain client confidentiality
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according to organisational requirements. 
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SESSION 3.
Review the organisational service delivery improvement plan. 
Learning Outcomes

 The quality cycle in relation to organisational service delivery is described and explained
according to the specific sector. 
 Continuous feedback and improvement strategy for organisational service delivery is outlined and
analysed according to the best practices. 
 Professional communication and relations with all stakeholders are developed in accordance with
organisational policies and procedures. 
 The service delivery improvement plan is revised and communicated to all relevant stakeholders. 

Activity Questions Description Mark

Outline the continuous feedback and improvement strategy for
9 organisational service delivery according to the best practices.  9

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Activity Questions Description Mark

Discuss about professional communication and relations with all
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stakeholders in accordance with organisational policies and procedures. 

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Activity Questions Description Mark

11 What is the importance of the service delivery improvement plan? 3

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Activity Questions Description Mark

Describe the importance of quality cycle in relation to organisational
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service

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