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: 

Answer customer enquiries by mail, facsimile, and e-mail in a wide range of public sector contexts 
SAQA US ID UNIT STANDARD TITLE
113954  Answer customer enquiries by mail, facsimile, and e-mail in a wide range of public sector contexts 
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 3  NQF Level 03  4 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Registered" 		 2003-12-03  2006-11-16  SAQA 0151/03 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2007-11-16   2010-11-16  

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 is replaced by: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
242864  Answer customer enquiries by mail, facsimile, and e-mail in a wide range of public sector contexts  Level 3  NQF Level 03  4   

PURPOSE OF THE UNIT STANDARD 
This Unit Standard is intended for persons involved with public sector administration work at the practitioner level. Persons credited with this Unit standard are able to respond effectively and in good time to customers`/internal clients` enquiries.

Learners will be able to:
  • Identify customer needs and expectations
  • Analyse customer needs and expectations, and identify options to meet them.
  • Write reply by mail, facsimile, and/or e-mail.
  • Complete documentation and follow-up procedures 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Persons attempting this Unit Standard should be competent in:
  • Communication at NQF Level 2
  • Mathematical Literacy at NQF Level 2. 
    		•

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify customer needs and expectations. 
    OUTCOME RANGE 
    Customer needs and expectations may include but are not limited to:
  • Problem solving,
  • Enquiries outside the usual range of goods and/or service provision,
  • Multiple but linked needs,
  • Complaint resolution. 
    		•

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Needs and expectations are identified in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Accuracy, coverage, timelines.
     

    ASSESSMENT CRITERION 2 
    2. Customer is contacted to clarify any unclear points in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Contact method may include but is not limited to - telephone, letter, facsimile, e-mail.
     

    SPECIFIC OUTCOME 2 
    Analyse customer needs and expectations, and identify options to meet them. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Customer needs and expectations are analysed in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Accuracy, timeliness, coverage.
     

    ASSESSMENT CRITERION 2 
    2. Customer enquiries outside job responsibilities are referred to appropriate provider in accordance with organisational requirements. 

    ASSESSMENT CRITERION 3 
    3. Options for meeting customers needs and expectations are identified in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Accuracy, cost, quality, coverage.
     

    SPECIFIC OUTCOME 3 
    Write reply by mail, facsimile, and/or e-mail. 
    OUTCOME RANGE 
    At least three written replies are required using at least two of mail, facsimile, e-mail. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Reply is formatted in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Format may include but is not limited to date, address, titles, paragraphs (opening, enquiry answer, closing), enclosures.
     

    ASSESSMENT CRITERION 2 
    2. Reply is written in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Writing may include but is not limited to accuracy in grammar and spelling, plain language, clarity of expression, courteous tone, style appropriateness.
     

    ASSESSMENT CRITERION 3 
    3. Reply is written to suit special needs customers in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Customers with "special needs" may include but are not limited to people with disabilities as defined by the Human Rights Act.
     

    ASSESSMENT CRITERION 4 
    4. Reply meets the needs of customers for whom English is their second language. 

    ASSESSMENT CRITERION 5 
    5. Options for meeting customer needs and expectations are explained to customer. 
    ASSESSMENT CRITERION RANGE 
    Explanation may include but is not limited to:
  • Advantages and disadvantages of options;
  • Customer education where unrealistic expectations exist;
  • Recommended option;
  • Referral possibilities.
     
    		•

    ASSESSMENT CRITERION 6 
    6. Customer enquiry is answered in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Accuracy, coverage, timeliness.
     

    ASSESSMENT CRITERION 7 
    7. Added-value information is provided in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Added-value service may include but is not limited to information regarding useful services; cost-saving options.
     

    SPECIFIC OUTCOME 4 
    Complete documentation and follow-up procedures. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Documentation is completed in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Documentation may include but is not limited to general information, invoices, records, legal requirements, stock control, sales slips. Evidence is required for three different types of documentation.
     

    ASSESSMENT CRITERION 2 
    2. Follow-up is completed in accordance with organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Follow-up may include but is not limited to internal checks for progress; progress reports to customers by phone, letter, fax, or e-mail; "thank you" communications; apology letters for delays; promotional communications.
     


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Accreditation for this Unit Standard shall be obtained from the relevant Education and Training Quality Assurance Body, through summative and formative assessment by a registered assessor.
  • Assessors must be registered as an Assessor with the relevant ETQA
  • Moderators must be registered as assessors with the relevant ETQA, or with an ETQA that has a Memorandum of Agreement with the relevant ETQA.
  • Training providers must be accredited by the relevant ETQA.

    Moderation should include both internal and external moderation where applicable. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The Statutory Framework

    A working knowledge of: statute law affecting the provision of public sector
    services:
  • Public Finance and Management Act or the Municipal Finance Management Act
  • Preferential Procurement Act
  • Black Economic Empowerment Act
  • Labour Relations Act
  • Basic Conditions of Employment Act
  • Acts specific to the public sector organizational context of the learner


    The Organisation

    A detailed understanding of:
  • Information flows within the organisation
  • Organisational, external agency and employee requirements for information
  • Procedures for the security and confidentiality of information
  • Sources of information for the resolution of discrepancies. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Learners are able to identify and solve problems using critical and creative thinking processes to answer customer enquiries promptly and accurately. 

    UNIT STANDARD CCFO WORKING 
    Learners are able to work effectively with others as a member of a team, group, organization or community in order to gather all the necessary information required to address customer enquiries effectively. 

    UNIT STANDARD CCFO ORGANISING 
    Learners are able to organize and manage themselves and their activities responsibly and effectively in order to ensure that all customer-related tasks are completed to organisational requirements on time and to standard. 

    UNIT STANDARD CCFO COLLECTING 
    Learners are able to collect, analyse, organise and critically evaluate information relating to the contractual and statutory factors that affect the capacity to respond appropriately to customer enquiries. 

    UNIT STANDARD CCFO COMMUNICATING 
    Learners are able to communicate effectively using visual, mathematical and / or language skills in the modes of oral and / or written persuasion to provide timely, satisfactory and appropriate responses to customer enquiries. 

    UNIT STANDARD CCFO SCIENCE 
    Learners are able to use science and technology effectively and critically in responding appropriately to customer enquiries. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Learners are able to demonstrate an understanding of the world as a set of interrelated systems by recognizing that problem-solving contexts do not exist in isolation and that both organisational and statutory requirements will have an affect on the provision of appropriate responses to customer enquiries. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    UNIT STANDARD NOTES 
    This unit standard has been replaced by unit standard 242864, which is 'Answer customer enquiries by mail, facsimile, and e-mail in a wide range of public sector context', level 3, 4 credits.

    Supplementary information

    Legal
  • Labour Relations Act
  • Basic Conditions of Employment Act
  • Occupational Injuries and Diseases Act (OID)
  • Regional Services Council Act (RSC)
  • Income Tax Act and amendments
  • Unemployment insurance Act
  • Skills Development and Skills Development Levy Act 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  48513   National Certificate: Public Administration  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered"     		 2006-11-16  Was PSETA until Last Date for Achievement 


    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.