Effective Public Service Delivery:
LeMark Training and Development (Pty) Ltd
Effective Public Service Delivery
3-Day University Short Course on: Effective Public Service Delivery (Based on the Batho Pele Principles), (NQF Level 5, 4 Credits) 25-27 March 2013
Next Dates: 24-26 June2012; 26-28 August 2013 and 9-11 December 2013
Venue: Pretoria, CBD
Too often customer's voices penetrate the walls of bureaucracy with difficulty. The lack of information and complex regulations are barriers to customers in dealing with government. All too often it is left to individual citizens to work out for themselves what services are available, and what they are entitled to. Too many government forms are complicated and not designed with the user in mind. Too many letters are written in a stilted, non-personal style which is off-putting to the person who receives it. Finding the right person to speak to - particularly someone who can give friendly, helpful advice - can be very trying, leaving customers feeling helpless, frustrated and uncertain.
A fresh approach is needed: an approach which puts pressure on systems, procedures, attitudes and behaviour within the Public Service and reorients them in the customer’s favour.
It involves creating a framework for the delivery of public and municipal services which puts customers first and enables them to hold public and municipal servants to account for the service they receive. Such a framework should free up the energy and commitment of public servants to introduce more customer-focused ways of working.
After successful completion of this course, participants should be able to:
• Appreciate the principles of ‘good’ governance, ethics, and professionalism in public services;
• Understand the statutory and regulatory obligations for customer care in service delivery;
• Compile best practice guidelines for the establishment of Customer Service Centres;
• Put the Batho Pele principles into practice;
• Establish a Code of Conduct or a Code of Good Practice for Customer Service;
• Assess internal and external customer satisfaction;
• Assist in the implementation of a Service Delivery Improvement Programme;
• Determine performance indicators and service standards;
• Assist in the establishment of Customer Complaints Procedures;
• Appreciate the desk operations. Importance and role of Information and Communication Technology in front- desk operations.
WHO SHOULD ATTEND?
• Front-desk officials on local, provincial and national government level
• Municipal officials responsible for Customer Care; Supervisors & Training officials
• Heads of service delivery departments/directorates/units
ACCREDITED STATUS: FULLY ACCREDITED
HOW YOU WILL BENEFIT
• Each participant will receive a comprehensive guide dealing with best practices.
• Participants will benefit by sharing ideas, challenges and remedies regarding customer service and customer care with peers countrywide.
• Practical solutions for service delivery challenges through facilitated discussions.
• A university-accredited certificate of competence will be awarded to successful participants
• Companies, Departments and Municipalities can claim the cost associated with this course from their respective SETA’s in line with their Work-Place Skills Plans.
Minimum Entry Requirements: Please note that the minimum entry requirement for this course is Matric (Grade 12). Learners attending the course will be required to supply certified copies of their Identity Document and Matric certificate.
Assessment: Learners will have to prove their competence in applying the knowledge, skills and behaviour learnt during class exercises and group work. Each learner must submit an assignment within a specific time-frame. (It is your responsibility to keep a hard copy and/or electronic copy of your assignment as back-up. LeMark/NWU will not make or keep any copies of your assignment, nor can we accept any responsibility for the loss thereof).
Assessment Guide/Template: Each learner will receive a hard copy as well as an electronic copy of an Assignment Assessment Guide/Template. This guide will lead you step by step through the assessment process, some important terms as well as what you are required to submit in order to be assessed for this course/programme.
Certification: Successful learners will receive a certificate of competence accredited by the Potchefstroom Business School (PBS), North West University (Potchefstroom Campus). Learners who are found not yet competent will be allowed to hand in one re-submission, alternatively learners will receive a LeMark certificate of attendance . (Terms & Conditions Apply)
Re-submissions: When a learner is granted a re-submission they will have 36 days (weekends & holidays included) to complete their PoE/Assignment. Should they not meet this deadline they will have to book, pay and attend the programme/course at their own expense.
Should they yet again be found to be Not Yet Competent (NYC) – the policy prescribes that the learner will have to re-register for the course.
University Assessment Process Information & Unit Standards:
In terms of the Higher Education Act, all courses and programmes offered by the North-West University (Potchefstroom Campus) resort under the Council on Higher Education’s Quality Committee (CHE QC) for assessment and quality-assurance purposes.
All courses offered by the University are registered through the prescribed higher education processes and are subject to internal quality assurance processes as far as moderation,
assessment and accreditation are concerned. When short courses are aligned to modules of formal academic programmes of the NWU, or SAQA Registered Unit standards, they are credit bearing short courses. This status is also described in the Criterion Guideline document for Short Courses” from SAQA. This short course is based on the following unit standard/s:
US id: 242860 - Apply the Batho Pele principles to own work role and context
Course Rate: R 5470.00 per person (Inc VAT, lunch, refreshments, study material)
Venue: Pretoria, CBD
Reference Number: Please use your invoice number
• Admission conditions and cancellation policy applies. For full details contact LeMark Training & Development (Pty) Ltd or visit our web site: www.lemark.co.za
• LeMark reserves the right to postpone/reschedule or cancel SCHEDULED skills programmes or courses should the number of bookings not justify the presentation of the event. The liability of LeMark Training & Development in the event of a skills programme, seminar or course being cancelled will be limited to a refund of the event fees to the delegate.
• We reserve the right to change the venue and the order of the presentation or if absolute necessary to substitute a facilitator or presenter
• LeMark Training & Development is ACCREDITED by the SERVICES SETA as an institution delivering quality education and training Provider. Entity Number: (0149)2010/002646/02 (was2001/025985/23).
• Price and availability subject to change without notice, although we try to assure accuracy, LeMark cannot be responsible for typographical or photo error on our web site, electronic and printed material.
Effective Public Service Delivery