Service delivery

Service delivery faces many challenges as it encompasses the implementation and delivery of services to a significant amount of customers. In this skills course we aim to apply and manage service delivery in the Public Sector by equipping participants with the skills to analyse, plan, implement, evaluate and review service delivery initiatives.

The course starts by analysing service delivery techniques and applying these techniques to the work environment through case studies and embedded experiences. Thereafter, it focuses on planning service delivery improvements by analysing current practices, examining best practices and reviewing organisational implementation plans. Participants are expected to develop a service delivery improvement plan from the knowledge gained in class for workplace implementation.

Credits: 14

NQF level: 5

Exit Level Outcomes

Upon completing this course, you should be able to:

Analyse the relationship between service communication and client behaviour characteristics;

Apply client service techniques;

Apply client service techniques to high-risk customer relations;

Apply professional conduct in service provision;

Develop a service delivery improvement plan to meet organisational targets;

Apply service delivery improvements and honour client confidentiality;

Review the organisational service delivery improvement plan.


This course is accredited by Public Service Sector Education and Training Authority (PSETA). On completion, the following certification will be awarded:

A PSETA Statement of Results will be awarded to all delegates who successfully complete some, but not all, of the unit standards’ portfolio requirements. The Statement of Results will only reflect the unit standards successfully completed; or

A Regenesys Certificate of Attendance will be awarded to all delegates who attended all training sessions, but who do not complete any portfolio requirements successfully.


3 contact days

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Service delivery

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