Service Delivery & Quality Standards

Processing of Payments for Assessor Supervisors

Criteria to be satisfied:

• Submitted Candidate Supervision Form is verified according to procedures and payment processed.

15 working days

• Technical Dept.: 5 days
• Accounts: 10 days

Processing of Invoices for External Verifier Services

Criteria to be satisfied:

• Invoice and supporting documentation is verified to be complete and accurate and payment to be made confirmed to approving officer.

15 working days

• Technical Dept.: 5 days
• Accounts: 10 days

Processing of Invoices from Trainers

Criteria to be satisfied:

• Invoice and training report are checked for accuracy and completeness and claim processed.

15 working days

• Technical Dept.: 5 days
• Accounts: 10 days

Processing of Invoices from External Editors

Criteria to be satisfied:

• Invoice and submitted work are checked for accuracy and completeness and claim processed.

20 working days

• Technical Dept.: 10 days
• Accounts: 10 days

Processing of Invoices from External Writers

Criteria to be satisfied:

• Invoice checked for accuracy and completeness, performance report prepared to assess satisfactory completion of work and claim processed.

20 working days

• Technical Dept.: 10 days
• Accounts: 10 days

Processing of Invoices from Service Providers

Criteria to be satisfied:

• Invoice and submitted work are checked for accuracy and completeness and claim processed

Processing of Employment and Training Funds Applications

Criteria to be satisfied:

• Application form is checked for accuracy and completeness and the submission of supporting documentation is confirmed.

Processing of general queries (external customers)

Criteria to be satisfied for general queries via telephone or walk-in visitors:

• Telephone answered within three (3) rings and in accordance with organizational procedure
• Information provided is accurate, complete, conforms with privacy and confidentiality requirements and is appropriate to identified needs.
• Receipt of query acknowledged and course of action commenced. 
  Greeting of visitors in cordial and professional manner is followed
• Visitors identified needs are met within the officer’s scope of authority or referred as appropriate.

Development of Occupational Standards

Criteria to be satisfied:

• Written products are technically sound and follow the format and language guidelines established
• Technical knowledge is effectively applied
• Checklist for Evaluating the Overall Format and Content is applied
• Draft product is completed and submitted by the agreed time on work plans/ contract
• Reviews and revision done and returned within agreed time

Development of Curriculum

Criteria to be satisfied:

• Written products are technically sound and follow the format and language guidelines established
• Technical knowledge is effectively applied
• Checklist for Evaluating the Overall Format and Content is applied
• Draft product is completed and submitted by the agreed time on work plan/contract
• Reviews and revision done and returned within agreed time as on work plan/contract

Processing Centre Approval Applications

Criteria to be followed:

• Acknowledgement of application within agreed time frame
• Technical advice and support given against the established guidelines
• Centre Support guidelines followed
• Scheduling of verification visits and processing of documents and reports within agreed time frame

Processing Qualification Approval Applications

Criteria to be followed:

• Acknowledgement of application within agreed time frame
• Technical advice and support given against the established guidelines
• Centre Support guidelines followed
• Scheduling of verification visits and processing of documents and reports within agreed time frame

Processing External Verifier Report

Criteria to be followed:

• External Verifier Report completed and submitted within agreed time frame of 7 working days
• Reviewing of External Verifier report and providing feedback to the Centre by Technical Officer within agreed time of 7 working days

Processing of candidate registration forms

Criteria to be satisfied:

• Registration forms confirmed as received
• Registration forms reviewed and information confirmed as accurate
• Confirmation letters prepared , reviewed and signed off
• Letters sent to candidates and centres according to organizational procedure

Issue of Certificates

Criteria to be satisfied:

• Certificates are checked, confirmed according to guidelines and issued.

Resolving complaints

Criteria to be satisfied:

• Complaints Procedure
• Complaints procedure followed with adherence to each step of the hierarchical structure guidelines.