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 THAT HAS PASSED THE END DATE: 

Develop a service delivery charter for a public sector organisation 
SAQA US ID UNIT STANDARD TITLE
243115  Develop a service delivery charter for a public sector organisation 
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 6  Level TBA: Pre-2009 was L6  10 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "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 at a strategic level and require the use of public assets to render services to the communities. This Unit Standard contributes to the development of management skills of South Africa's 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 underlying abilities of service development principles in a public sector organisation to achieve overall service delivery objectives. The individual learner will contribute to the improvement in the service delivery of his/her organisation and the overall public sector.

The qualifying learner is capable of:
  • Evaluating and updating service delivery objectives.
  • Developing a service delivery charter.
  • Advocating the principles of the service delivery charter to internal and external stakeholders.
  • Evaluating the impact of the service delivery charter on enhanced client satisfaction. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    All learners accessing this qualification must be in possession of a NQF Level 5 Public Administration Higher Education and Training Certificate or equivalent qualification. The learner must be competent in Public Service Delivery requirements at NQF Level 5. 

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Evaluate and update service delivery objectives. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Feedback on service delivery from all relevant stakeholders is evaluated in terms of organisational policies and procedures. 

    ASSESSMENT CRITERION 2 
    Opportunities for service delivery objectives to be enhanced to meet customer/client and staff needs are identified within the operational framework. 

    ASSESSMENT CRITERION 3 
    Advantages of introducing changes to the service delivery objectives are described according to public service sector requirements. 

    ASSESSMENT CRITERION 4 
    Revised objectives are approved and circulated to all stakeholders as per organisational requirements. 

    SPECIFIC OUTCOME 2 
    Develop a service deliver charter. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The core criteria for a service delivery charter are explained according to the Department of Public Service Administration and the Batho Pele procedures. 

    ASSESSMENT CRITERION 2 
    The proposed service delivery charter is developed in line with the approved objectives, relevant legislation and the Batho Pele procedures. 

    ASSESSMENT CRITERION 3 
    The proposed service delivery charter is circulated for comment amongst relevant stakeholders as per organisational procedures. 

    ASSESSMENT CRITERION 4 
    The development process for a service delivery charter is concluded and reported according to organisational requirements. 

    SPECIFIC OUTCOME 3 
    Advocate the principles of the service delivery charter to internal and external stakeholders. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    An appropriate advocacy campaign is developed and approved for implementation according to Public Service sector policies and procedures. 

    ASSESSMENT CRITERION 2 
    A communication plan with internal and external stakeholders is developed and implemented according to organisational procedures. 

    ASSESSMENT CRITERION 3 
    Appropriate communication, modes, techniques and methods are utilised to communicate with internal and external stakeholders in accordance with organisational policies and procedures. 

    ASSESSMENT CRITERION 4 
    Copies of the service deliver charter is circulated to all relevant internal and external stakeholders and made available appropriately according to Public Service sector practices. 

    SPECIFIC OUTCOME 4 
    Evaluate the impact of the service delivery charter on enhanced customer/client satisfaction. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Methods to measure the impact of the service delivery charter are identified and described in accordance with the Public Service sector practice. 

    ASSESSMENT CRITERION 2 
    An action plan is developed to overcome the identified areas of weakness in accordance with organisational procedures. 

    ASSESSMENT CRITERION 3 
    Relevant reports on the impact of the service delivery charter are compiled and presented in line with public sector service delivery reporting protocols. 

    ASSESSMENT CRITERION 4 
    Stakeholder involvement is ensured in implementing action plan to overcome the identified areas of weakness. 


    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 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.
  • Criteria for a service delivery charter.
  • Communication modes, techniques and methods.
  • Measurement methods related to service delivery. 
    		•

    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 analyse requirements for a service delivery charter. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others in a team, group, or organisation to review and revise the service delivery charter at pre-agreed intervals. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly and effectively evaluate and revise service delivery charter according to predetermined timeframes and schedules. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information in order evaluate information pertinent to the formulation of the service delivery charter. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language in the modes of oral and/or written persuasion to engage internal and external roleplayers in formulating service charter. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically, showing responsibility to the environment and health of others, as a tool to design, implement and manage the implementation of the service delivery charter. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of interrelated systems recognising that problem solving contexts relating to the design of a service delivery charter in a public sector context do not exist in isolation and that a variety of internal and external factors will determine how best to formulate it. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Participate as responsible citizens in the life of local, national and global communities by ensuring the overall service delivery charter fulfils the overall service delivery objectives of the public sector and caters for community needs. 

    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  67460   National Diploma: Public Administration  Level 6  NQF Level 06  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 


    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.