Template - Service Definition s1

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Appendix A - SERVICE DEFINITION

BANKSETA
Conduct Impact Assessment for the NSDS III Period
Version 1
Generated on 2/3/2016
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Service Definition

This document defines the complete service delivery scope for the BANKSETA's Impact Assessment for the NSDS III Period function at Gauteng. This document must be read in conjunction with the Service Levels Annexure, which defines the specific details of service delivery and how it is measured. For purposes of this Service Definition (SD) the Impact Assessment for the NSDS III Period function is divided into the following functional areas:

· Planning Phase - Development of plans covering the research, analysis and reporting functions, including activities and timelines and major milestones.

· Data Collection and Analysis - Conduct research and analysis.

· Reporting and Presentation - Compile on-going progress and final conclusions/recommendations report.

· General - Regular progress reporting, meeting attendance, code of conduct.

The following figure depicts the layout of the Service Definitions together with a general explanation of the intent and use of each section of the Service Definition table:

# / Service / Description / Service Provider Responsibilities / BANKSETA Responsibilities /
Task - General description of the task, which together with the other tasks in this section describes the functional area.
A / B / C / D / E

Explanation:

· Line 1 (Dark grey) – Header repeated on all pages.

· Line 2 (Light grey) – Task name and task description. Repeated for every task in the functional area.

· Service Definition consisting of the following sections:

- A – Cross reference to accompanying Service Levels and Business Metrics (BM).

- B – Service Element name. Where the Service Element contains more than one Service Definition this field is left blank for the second and subsequent Service Definitions.

- C – Service Element description. A description of the Service Element including pertinent information on internal and external influences on the rendering of the service. Where the Service Element contains more than one Service Definition this field is left blank for the second and subsequent Service Definitions.

- D – A detail description of Service Provider’s responsibility in the rendering of this service and a detail description of any relevant 3rd party’s obligations and responsibilities in rendering this service.

- E – A detail description of BANKSETA's retained responsibilities in the rendering of this service.

It is important to note that the format and layout of this document is part of the SourceIT™ methodology which is owned by iSource Investment Holdings (Pty) Limited (iSource) and employed by Concise Consulting Services (Pty) Limited and that no part of it may be used or altered without express written consent from iSource.

1. Planning Phase

Development of plans covering the research, analysis and reporting functions, including activities and timelines and major milestones.

# / Service / Description / Service Provider Responsibilities / BANKSETA Responsibilities /
Planning - Develop plans for the Design and Development of an Impact Assessment Model.
PL1 / Detailed Plan / Develop a full and detailed data collection and data analysis plan. / Service Provider will provide the following services:
· Develop a full data collection and analysis plan showing all activities, milestones, checkpoints and timelines for the duration of the complete project, in accordance with the agreed RFB.
· Present the detailed data collection and analysis plan to BANKSETA for their ratification and approval. / BANKSETA will provide the following services:
· A detailed list of all programmes and beneficiaries for the impact assessment. There are approximately 29250 beneficiaries for the impact assessment.
· Review, provide feedback and final approval of detailed plan.
PL2 / Update plans / Update detailed plan as required. / Service Provider will provide the following services:
· Update and present updated plan as and when required. / BANKSETA will provide the following services:
· Review, provide feedback and final approval of updated plan.

2. Data Collection and Analysis

Conduct research and analysis.

# / Service / Description / Service Provider Responsibilities / BANKSETA Responsibilities /
Research - Research - Data collection and analysis.
DA1 / Collect Data & Analyse Data / Complete data collection and analysis. / Service Provider will provide the following services:
· Collect data from all beneficiaries using the questionnaire provided by BANKSETA.
· At least three attempts must be made to contact a beneficiary before reporting that the beneficiary is non-contactable
· Beneficiaries will be contactable via cellphone, landline, email and post
· Capture the data in a format that is presentable to BANKSETA. The raw data must be provided to BANKSETA.
· Once all data is collected and cleaned, carry out an analysis of the data.
· Prepare a detailed analysis report for BANKSETA for each of the programmes implemented as per the approved data analysis plan. / BANKSETA will provide the following services:
· Access to the database for contact details of all beneficiaries.
· The questions to be asked during the data collection for each group of beneficiaries.
· The questionnaire for each group of beneficiaries consists of 5 questions and will be provided by BANKSETA

3. Reporting and Presentation

Compile on-going progress and final conclusions/recommendations report.

# / Service / Description / Service Provider Responsibilities / BANKSETA Responsibilities /
Regular management reports - Regular management reports - Provide on-going management reports to BANKSETA.
RE1 / Progress reporting / Provide regular reports to enable BANKSETA to monitor performance and progress in terms of data collection and analysis phases. / Service Provider will provide the following services:
· Monthly report aligned with Prince II Methodology covering:
- Summary of activities undertaken and the progress in meeting deliverable/s;
- Deliverables for month to be attached to report;
- Problems and Resolutions;
- Milestones achieved since last report;
- Next month's activities;
- Updated data collection plan;
- Project financial status;
- Issues and risks that may affect timescales or deliverables. / BANKSETA will provide the following services:
· Provide Prince II Methodology and templates.
· Feedback on the progress report where required.

4. General

Regular progress reporting, meeting attendance, code of conduct.

# / Service / Description / Service Provider Responsibilities / BANKSETA Responsibilities /
Meetings - Meetings - Type and frequency
GE1 / Meeting with BANKSETA / Type and frequency of meetings between the parties. / Service Provider will provide the following services:
· Set meeting agendas.
· Schedule ad-hoc meetings when necessary.
· Provide meeting venue (where applicable).
· Provide a secretariat function.
· Attend regular monthly progress meetings.
· Attend ad-hoc meetings as required. / BANKSETA will provide the following services:
· Chair Meetings.
· Review and approve minutes.
Code of Conduct - Code of Conduct During the Assignment.
GE2 / General Conduct / Appointed service provider will be representing BANKSETA, and is required to maintain certain minimum levels of professionalism. / Service Provider will provide the following services:
· At all times behave and conduct themselves in a professional manner, with respect to:
- Punctuality;
- Professionalism;
- Presentability - dress code minimum is smart/business casual;
- English language - spoken and written.
· Will at all times comply with BANKSETA Corporate Identity. / BANKSETA will provide the following services:
· Monitor Services.
· Will at all times comply with BANKSETA Corporate Identity.
· Provide BANKSETA's Corporate Identity Manual.
Confidentiality - Confidentiality Clauses
GE3 / Confidentiality Clauses / Describes the requirements around Confidentiality clauses. / Service Provider will provide the following services:
· Accepts that they have a general duty to keep secret whatever they may learn in the course of any duties carried out on behalf of BANKSETA, including but not limited to any personal matters, facilities, methods of operation, commercial analysis, calculations and other business secrets. This professional secrecy will prevail after the termination of the contract.
· Ensure compliance with the POPI Act in terms of learner contact details that is provided by BANKSETA.
· Sign a confidentiality agreement prior to commencement of contract. / BANKSETA will provide the following services:
· Provide a confidentiality agreement for signature.

BANKSETA - Impact Assessment for the NSDS III Period Commercial in Confidence Printed 2016/02/11