Common use of PROFICIENCY LEVELS Clause in Contracts

PROFICIENCY LEVELS. BASIC COMPETENT ADVANCED EXPERT  Acknowledges customers rights;  Applies customer knowledge to improve own organisation or department;  Maintains good relationship with customers and understands their priorities;  Redirects queries to the most appropriate person / solution provider and follows through to ensure customer needs are met; and  Understands and complies with the content and requirements of chapter 4 of the Municipal Systems Act.  Develops clear and implementable service delivery improvement programmes;  Identifies opportunities to exceed the expectations of customers;  Ensures the design of internal work processes to improve customer service;  Adds value to the organisation by providing exemplary customer service;  Applies customer rights in own work environment;  Fully complies with the chapter 4 requirements of the Municipal Systems Act; and  Finds innovative ways to include participation in the preparation of the IDP.  Coaches others about the importance and application of customer and client knowledge;  fosters an environment in which customer satisfaction is valued and delivered;  addresses and resolves high- risk, high-profile stakeholder issues; and  takes advantage of opportunities to learn about stakeholders and brings this information to own functional area.  Ensures the coordination of the implementation of service delivery improvements within budget, time, quality and targets set by the municipality;  Establishes guidelines to balance cost-consciousness and service delivery;  Establishes the municipality's strategic direction for managing services towards stakeholders;  Demands broad and deeper knowledge of clients and customers to ensure better service delivery; and  Utilises long term, collaborative and strategic relationships with clients and customers to better service delivery. Personal Development Plan Development need Activity When Learning Outcome Impact Signature: Chief Financial Officer Date:

PROFICIENCY LEVELS. BASIC COMPETENT ADVANCED EXPERT  Acknowledges customers rights;  Applies customer knowledge to improve own organisation or department;  Maintains good relationship with customers and understands their priorities;  Redirects queries to the most appropriate person / solution provider and follows through to ensure customer needs are met; and  Understands and complies with the content and requirements of chapter 4 of the Municipal Systems Act.  Develops clear and implementable service delivery improvement programmes;  Identifies opportunities to exceed the expectations of customers;  Ensures the design of internal work processes to improve customer service;  Adds value to the organisation by providing exemplary customer service;  Applies customer rights in own work environment;  Fully complies with the chapter 4 requirements of the Municipal Systems Act; and  Finds innovative ways to include participation in the preparation of the IDP.  Coaches others about the importance and application of customer and client knowledge;  fosters an environment in which customer satisfaction is valued and delivered;  addresses and resolves high- risk, high-profile stakeholder issues; and  takes advantage of opportunities to learn about stakeholders and brings this information to own functional area.  Ensures the coordination of the implementation of service delivery improvements within budget, time, quality and targets set by the municipality;  Establishes guidelines to balance cost-consciousness and service delivery;  Establishes the municipality's strategic direction for managing services towards stakeholders;  Demands broad and deeper knowledge of clients and customers to ensure better service delivery; and  Utilises long term, collaborative and strategic relationships with clients and customers to better service delivery. Personal Development Plan Development need Activity When Learning Outcome Impact Signature: Chief Financial Officer Director: Planning & Social Development Date:: 27 July 2021

PROFICIENCY LEVELS. BASIC COMPETENT ADVANCED EXPERT  Acknowledges customers rights;  Applies customer knowledge to improve own organisation or department;  Maintains good relationship with customers and understands their priorities;  Redirects queries to the most appropriate person / solution provider and follows through to ensure customer needs are met; and  Understands and complies with the content and requirements of chapter 4 of the Municipal Systems Act.  Develops clear and implementable service delivery improvement programmes;  Identifies opportunities to exceed the expectations of customers;  Ensures the design of internal work processes to improve customer service;  Adds value to the organisation by providing exemplary customer service;  Applies customer rights in own work environment;  Fully complies with the chapter 4 requirements of the Municipal Systems Act; and  Finds innovative ways to include participation in the preparation of the IDP.  Coaches others about the importance and application of customer and client knowledge;  fosters an environment in which customer satisfaction is valued and delivered;  addresses and resolves high- risk, high-profile stakeholder issues; and  takes advantage of opportunities to learn about stakeholders and brings this information to own functional area.  Ensures the coordination of the implementation of service delivery improvements within budget, time, quality and targets set by the municipality;  Establishes guidelines to balance cost-consciousness and service delivery;  Establishes the municipality's strategic direction for managing services towards stakeholders;  Demands broad and deeper knowledge of clients and customers to ensure better service delivery; and  Utilises long term, collaborative and strategic relationships with clients and customers to better service delivery. Personal Development Plan Development need Activity When Learning Outcome Impact Signature: Chief Financial Officer Municipal Manager _ Date:: _

PROFICIENCY LEVELS. BASIC COMPETENT ADVANCED EXPERT  Acknowledges customers rights;  Applies customer knowledge to improve own organisation or department;  Maintains good relationship with customers and understands their priorities;  Redirects queries to the most appropriate person / solution provider and follows through to ensure customer needs are met; and  Understands and complies with the content and requirements of chapter 4 of the Municipal Systems Act.  Develops clear and implementable service delivery improvement programmes;  Identifies opportunities to exceed the expectations of customers;  Ensures the design of internal work processes to improve customer service;  Adds value to the organisation by providing exemplary customer service;  Applies customer rights in own work environment;  Fully complies with the chapter 4 requirements of the Municipal Systems Act; and  Finds innovative ways to include participation in the preparation of the IDP.  Coaches others about the importance and application of customer and client knowledge;  fosters an environment in which customer satisfaction is valued and delivered;  addresses and resolves high- risk, high-profile stakeholder issues; and  takes advantage of opportunities to learn about stakeholders and brings this information to own functional area.  Ensures the coordination of the implementation of service delivery improvements within budget, time, quality and targets set by the municipality;  Establishes guidelines to balance cost-consciousness and service delivery;  Establishes the municipality's strategic direction for managing services towards stakeholders;  Demands broad and deeper knowledge of clients and customers to ensure better service delivery; and  Utilises long term, collaborative and strategic relationships with clients and customers to better service delivery. Personal Development Plan Development need Activity When Learning Outcome Impact Signature: Chief Financial Officer Municipal Manager Date:

PROFICIENCY LEVELS. BASIC COMPETENT ADVANCED EXPERT  Acknowledges customers rights;  Applies customer knowledge to improve own organisation or department;  Maintains good relationship with customers and understands their priorities;  Redirects queries to the most appropriate person / solution provider and follows through to ensure customer needs are met; and  Understands and complies with the content and requirements of chapter 4 of the Municipal Systems Act.  Develops clear and implementable service delivery improvement programmes;  Identifies opportunities to exceed the expectations of customers;  Ensures the design of internal work processes to improve customer service;  Adds value to the organisation by providing exemplary customer service;  Applies customer rights in own work environment;  Fully complies with the chapter 4 requirements of the Municipal Systems Act; and  Finds innovative ways to include participation in the preparation of the IDP.  Coaches others about the importance and application of customer and client knowledge;  fosters an environment in which customer satisfaction is valued and delivered;  addresses and resolves high- risk, high-profile stakeholder issues; and  takes advantage of opportunities to learn about stakeholders and brings this information to own functional area.  Ensures the coordination of the implementation of service delivery improvements within budget, time, quality and targets set by the municipality;  Establishes guidelines to balance cost-consciousness and service delivery;  Establishes the municipality's strategic direction for managing services towards stakeholders;  Demands broad and deeper knowledge of clients and customers to ensure better service delivery; and  Utilises long term, collaborative and strategic relationships with clients and customers to better service delivery. Personal Development Plan Development need Activity When Learning Outcome Impact Signature: Chief Financial Officer Director: Planning & Social Development Date:: _

PROFICIENCY LEVELS. BASIC COMPETENT ADVANCED EXPERT  • Acknowledges customers rights;  • Applies customer knowledge to improve own organisation or department;  • Maintains good relationship with customers and understands their priorities;  • Redirects queries to the most appropriate person / solution provider and follows through to ensure customer needs are met; and  • Understands and complies with the content and requirements of chapter 4 of the Municipal Systems Act.  • Develops clear and implementable service delivery improvement programmes;  • Identifies opportunities to exceed the expectations of customers;  • Ensures the design of internal work processes to improve customer service;  • Adds value to the organisation by providing exemplary customer service;  • Applies customer rights in own work environment;  • Fully complies with the chapter 4 requirements of the Municipal Systems Act; and  • Finds innovative ways to include participation in the preparation of the IDP.  • Coaches others about the importance and application of customer and client knowledge;  • fosters an environment in which customer satisfaction is valued and delivered;  • addresses and resolves high- risk, high-profile stakeholder issues; and  • takes advantage of opportunities to learn about stakeholders and brings this information to own functional area.  • Ensures the coordination of the implementation of service delivery improvements within budget, time, quality and targets set by the municipality;  • Establishes guidelines to balance cost-consciousness and service delivery;  • Establishes the municipality's strategic direction for managing services towards stakeholders;  • Demands broad and deeper knowledge of clients and customers to ensure better service delivery; and  • Utilises long term, collaborative and strategic relationships with clients and customers to better service delivery. Personal Development Plan Development need Activity When Learning Outcome Impact Signature: Chief Financial Officer Municipal Manager Date:: _

PROFICIENCY LEVELS. BASIC COMPETENT ADVANCED EXPERT  • Acknowledges customers rights;  • Applies customer knowledge to improve own organisation or department;  • Maintains good relationship with customers and understands their priorities;  • Redirects queries to the most appropriate person / solution provider and follows through to ensure customer needs are met; and  • Understands and complies with the content and requirements of chapter 4 of the Municipal Systems Act.  • Develops clear and implementable service delivery improvement programmes;  • Identifies opportunities to exceed the expectations of customers;  • Ensures the design of internal work processes to improve customer service;  • Adds value to the organisation by providing exemplary customer service;  • Applies customer rights in own work environment;  • Fully complies with the chapter 4 requirements of the Municipal Systems Act; and  • Finds innovative ways to include participation in the preparation of the IDP.  • Coaches others about the importance and application of customer and client knowledge;  • fosters an environment in which customer satisfaction is valued and delivered;  • addresses and resolves high- risk, high-profile stakeholder issues; and  • takes advantage of opportunities to learn about stakeholders and brings this information to own functional area.  • Ensures the coordination of the implementation of service delivery improvements within budget, time, quality and targets set by the municipality;  • Establishes guidelines to balance cost-consciousness and service delivery;  • Establishes the municipality's strategic direction for managing services towards stakeholders;  • Demands broad and deeper knowledge of clients and customers to ensure better service delivery; and  • Utilises long term, collaborative and strategic relationships with clients and customers to better service delivery. Personal Development Plan Development need Activity When Learning Outcome Impact Signature: Chief Financial Officer Date:: _27 July 2021

PROFICIENCY LEVELS. BASIC COMPETENT ADVANCED EXPERT  • Acknowledges customers rights;  • Applies customer knowledge to improve own organisation or department;  • Maintains good relationship with customers and understands their priorities;  • Redirects queries to the most appropriate person / solution provider and follows through to ensure customer needs are met; and  • Understands and complies with the content and requirements of chapter 4 of the Municipal Systems Act.  • Develops clear and implementable service delivery improvement programmes;  • Identifies opportunities to exceed the expectations of customers;  • Ensures the design of internal work processes to improve customer service;  • Adds value to the organisation by providing exemplary customer service;  • Applies customer rights in own work environment;  • Fully complies with the chapter 4 requirements of the Municipal Systems Act; and  • Finds innovative ways to include participation in the preparation of the IDP.  • Coaches others about the importance and application of customer and client knowledge;  • fosters an environment in which customer satisfaction is valued and delivered;  • addresses and resolves high- risk, high-profile stakeholder issues; and  • takes advantage of opportunities to learn about stakeholders and brings this information to own functional area.  • Ensures the coordination of the implementation of service delivery improvements within budget, time, quality and targets set by the municipality;  • Establishes guidelines to balance cost-consciousness and service delivery;  • Establishes the municipality's strategic direction for managing services towards stakeholders;  • Demands broad and deeper knowledge of clients and customers to ensure better service delivery; and  • Utilises long term, collaborative and strategic relationships with clients and customers to better service delivery. Personal Development Plan Development need Activity When Learning Outcome Impact Signature: Chief Financial Officer Municipal Manager Date:: _27 July 2021

PROFICIENCY LEVELS. BASIC COMPETENT ADVANCED EXPERT  Acknowledges customers rights;  Applies customer knowledge to improve own organisation or department;  Maintains good relationship with customers and understands their priorities;  Redirects queries to the most appropriate person / solution provider and follows through to ensure customer needs are met; and  Understands and complies with the content and requirements of chapter 4 of the Municipal Systems Act.  Develops clear and implementable service delivery improvement programmes;  Identifies opportunities to exceed the expectations of customers;  Ensures the design of internal work processes to improve customer service;  Adds value to the organisation by providing exemplary customer service;  Applies customer rights in own work environment;  Fully complies with the chapter 4 requirements of the Municipal Systems Act; and  Finds innovative ways to include participation in the preparation of the IDP.  Coaches others about the importance and application of customer and client knowledge;  fosters an environment in which customer satisfaction is valued and delivered;  addresses and resolves high- risk, high-profile stakeholder issues; and  takes advantage of opportunities to learn about stakeholders and brings this information to own functional area.  Ensures the coordination of the implementation of service delivery improvements within budget, time, quality and targets set by the municipality;  Establishes guidelines to balance cost-consciousness and service delivery;  Establishes the municipality's strategic direction for managing services towards stakeholders;  Demands broad and deeper knowledge of clients and customers to ensure better service delivery; and  Utilises long term, collaborative and strategic relationships with clients and customers to better service delivery. Personal Development Plan Development need Activity When Learning Outcome Impact Signature: Chief Financial Officer Director: Planning & Social Development Date: