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SAQA 242901 - SAQA

SAQA
Course

Public Financial Management (CPUD191/PUBA 806 )

12 Documents
Students shared 12 documents in this course
Academic year: 2022/2023
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University of Limpopo

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All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus 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 6 REGISTRATION STATUS REGISTRATION START DATE

REGISTRATION

END DATE

SAQA DECISION

NUMBER

Reregistered 2018-07-01 2023-06-30 SAQA 06120/ LAST DATE FOR ENROLMENT

LAST DATE FOR ACHIEVEMENT

2024-06-30 2027-06-

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

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

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 NQFLevel 04 Reregistered

2023-

06-

30

ETDP SETA

Elective 58624

National Certificate: Library and Information Services

Level 5

Level TBA: Pre- was L

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. 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. Akhona Skills Fountain and Trading

  5. All Sorts 108 Skills Development PTY (Ltd)

  6. Amandla Obunye Training Academy

  7. Amathuba Learning and Training Centre

  8. Amber Tower Training

  9. Anesu Ka Mpho (Pty) Ltd

  10. Arishi ISD (PTY) Ltd

  11. ARMS - Audit & Risk Management Solutions

  12. ATTI Polokwane

  13. Aubrey Nyiko Business Enterprises

  14. Avenida (Pty) Ltd

  15. Avenida Training Agency (Pty) Ltd

  16. Basileia Strategies (Pty) Ltd

  17. BDCE (Pty) Ltd

  18. Bells Technical College

  19. Biz Ed Trading

  20. Bohlokoa Business Consultancy

  21. Boland TVET College

  22. Bona Business Solutions (PTY) LTD

  23. Bono Skills Development (PTY) Ltd

  24. Bonstev Consulting and Projects (Pty) Ltd

  25. Broadmind Leadership Development and Training (Pty) Ltd

  26. Cale Developments

  27. Centre for Africa Capacity Building and Development (Pty) Ltd

  28. Chartered Institute of Management (Pty) Ltd

  29. Citiview Trading and Projects

  30. College of Cape Town

  31. Conglomerates Institute (Pty) Ltd

  32. D and D Lwazi Renaissance Research Development Institute

  33. Dee's Training ( PTY) Ltd

  34. Destiny Management Consultants (Pty) Ltd

  35. Ditseko Training and Development Services CC

  36. DotCentre Business Consulting

  37. Dzindalo Consulting (Pty) Ltd

  38. E-Login Business Institute (Pty) Ltd

  39. Edutel Public Service Company

  40. Equity Training and Consulting

  41. Excellent Minds Institute (Pty) Ltd

  42. Extribyte (Pty) Ltd

  43. Eyamalwandle (Pty) Ltd

  44. Fachs Business Consulting and Training

  45. Faranang Business and Training Solutions PTY(LTD)

  46. Finweb Business Consultancy (Pty) Ltd

  47. Fort Hare Trading Solutions (Pty) Ltd

  48. Free State Training and Development Institute

  49. GATYANA TRAINING ACADEMY

  50. Gatyana Training Academy (Pty) Ltd

  51. Genvio cc

  52. Gleyding Management Institute (Pty) Ltd

  53. Glicam Trading Enterprise

  54. Global Steel Merchants (Pty) Ltd

  55. Harvestine Investments (Pty) Ltd

  56. Harvitex cc

  57. HDPSA GROUP (PTY) LTD

  58. Higherway Institute of Learning (Pty) Ltd

  59. iCollege

  60. Imani Business Advisory Services (Pty) Ltd

  61. Immaculate Training and Consulting

  62. Imperium Consulting (Pty) Ltd

  63. Innovative Technology Design

  64. Institute of Busines Management of Southern Africa

  65. Integrated Corporate Skills Solution

  66. Josmap Training Institute

  67. Kcobodo Training Centre (KTC)

  68. Kgaka Kgolo Institute

  69. Khongoloti Training Academy

  70. Khuphula Training Solutions and Trading (Pty) Ltd

  71. Kunaku Procurement Solutions (Pty) Ltd

  72. Le - Mark Training and Development Pty (Ltd)

  73. Lead Afrika Consulting (Pty) Ltd

  74. Learncore (Pty) Ltd

  75. Leronsa Trading Enterprise

  76. Letlhokoa Management Services

  77. Lungile Mchunu Consultancy (Pty) Ltd

  78. Lusa Social Enterprenueship Institute (PTY)LTD

  79. Majuba Technical Vocational Education and Training College

  80. MAS SAFE SECURITY CC

  81. Matabane Professional Accountant

  82. Matash Holdings (Pty) Ltd

  83. Matontech Trading Enterprise

  84. Matprodev Consulting

  85. Maximum Development Institute

  86. Mgwezane Training and Management cc

  87. Milpark Education (Pty) Ltd

  88. Mission Point Trading 69

  89. MMPS Holdings

  90. South African Centre for Business Studies (Pty) Ltd

  91. Southern African Institute of Learning

  92. Spears Business and Life Coach Consulting

  93. Starplex408 Pty) Ltd

  94. Step Ahead Academy (Pty) Ltd

  95. Striving Mind Trading 289

  96. Summat Training Institute (Pty) Ltd

  97. Synergy Corporate (Pty) Ltd

  98. T Mabuya and Associates (Pty) Ltd

  99. Talent Emporium Academy

  100. Tanosa Trading CC

  101. Tembe Service Providers

  102. Thandiwenathi (Pty) Ltd

  103. Thasha Training and Consulting

  104. The Finishing College (Pty) Ltd

  105. The Iscariota Group

  106. The Justice College

  107. Thekwini FET College

  108. Thobologo Training and Education Group (Pty) Ltd

  109. Thubelihle Graduate Institute (Pty) Ltd

  110. Thuto Lore Academy

  111. Tinotel Communications

  112. Tippinggate Business Solutions

  113. Tloumogale Business Development & Consulting (Pty) Ltd

  114. Tonex Management Solutions (Pty) Ltd

  115. Trainyoucan (Pty) Ltd

  116. Tshwane Training Institute (Pty) Ltd

  117. Tsoelopele Leadership Consulting (Pty) Ltd

  118. Ukwakhile Projects (PTY) Ltd

  119. Umfolozi College for TVET

  120. Vala Nge Bhetshu Human Capital Development (Pty) Ltd

  121. Vuca Institute of Leadership Development

  122. Vumilia Africa Group

  123. Vurhena Business Consultancy

  124. Vusheni Learning Academy

  125. Weinvest Investments

  126. Welas African Kitchen CC

  127. Yellow Media Publishing Group (Pty) Ltd

  128. Ziyana Business Consulting and Training (Pty) Ltd

  129. Zizzy Printing & Projects (Pty) Ltd

All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be Qualifications Authority (SAQA) should be acknowledged as the source.

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SAQA 242901 - SAQA

Course: Public Financial Management (CPUD191/PUBA 806 )

12 Documents
Students shared 12 documents in this course

University: University of Limpopo

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All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus th
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
PRE-2009 NQF
LEVEL
NQF LEVEL
CREDITS
Undefined
Level 4
NQF Level 04
6
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.

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