Level 3 Operational Delivery (Advanced) ( )

Level 3 Operational Delivery (Advanced) (3815-03) Technical advice in operational delivery cases (3815-306) Marking guide www.cityandguilds.com January 2018 Version 2.1

About City & Guilds City & Guilds is the UK s leading provider of vocational qualifications, offering over 500 awards across a wide range of industries, and progressing from entry level to the highest levels of professional achievement. With over 8500 centres in 100 countries, City & Guilds is recognised by employers worldwide for providing qualifications that offer proof of the skills they need to get the job done. City & Guilds Group The City & Guilds Group includes City & Guilds, ILM (the Institute of Leadership & Management, which provides management qualifications, learning materials and membership services), City & Guilds NPTC (which offers land-based qualifications and membership services), City & Guilds HAB (the Hospitality Awarding Body), and City & Guilds Centre for Skills Development. City & Guilds also manages the Engineering Council Examinations on behalf of the Engineering Council. Equal opportunities City & Guilds fully supports the principle of equal opportunities and we are committed to satisfying this principle in all our activities and published material. A copy of our equal opportunities policy statement is available on our website. Copyright The content of this document is, unless otherwise indicated, The City and Guilds of London Institute and may not be copied, reproduced or distributed without prior written consent. However, approved City & Guilds centres and candidates studying for City & Guilds qualifications may photocopy this document free of charge and/or include a PDF version of it on centre intranets on the following conditions: centre staff may copy the material only for the purpose of teaching candidates working towards a City & Guilds qualification, or for internal administration purposes candidates may copy the material only for their own use when working towards a City & Guilds qualification The Standard Copying Conditions (which can be found on our website) also apply. Please note: National Occupational Standards are not The City and Guilds of London Institute. Please check the conditions upon which they may be copied with the relevant Sector Skills Council. Publications City & Guilds publications are available from our website or from our Publications Sales department, using the contact details shown below. Every effort has been made to ensure that the information contained in this publication is true and correct at the time of going to press. However, City & Guilds products and services are subject to continuous development and improvement and the right is reserved to change products and services from time to time. City & Guilds cannot accept liability for loss or damage arising from the use of information in this publication. City & Guilds 1 Giltspur Street London EC1A 9DD T +44 (0)844 543 0000 F +44 (0)20 7294 2413 www.cityandguilds.com centresupport@cityandguilds.com

Level 3 Operational Delivery (Advanced) (3815-03) www.cityandguilds.com January 2018 Version 2.1 Level 3 Operational Delivery (Advanced) (3815-03) 1

City & Guilds Skills for a brighter future www.cityandguilds.com 2 Level 3 Operational Delivery (Advanced) (3815-03)

Contents 3815-306 Technical advice in operational delivery cases 5 Short answer questions marking guide (Version A) 6 Short answer questions marking guide (Version B) 10 Short answer questions marking guide (Version C) 13 Level 3 Operational Delivery (Advanced) (3815-03) 3

City & Guilds Skills for a brighter future www.cityandguilds.com 4 Level 3 Operational Delivery (Advanced) (3815-03)

3815-306 Technical advice in operational delivery cases Duration: 1 hour 30 mins Pass mark: (24/35) Pass/Fail Outcome Assessment criteria Total % 01 1.1 explain the techniques used to identify and confirm the recipients needs 1.2 explain the techniques used to identify and confirm the recipient has understood 1.3 explain methods of communication used to provide advice and guidance 1.4 describe other sources of help available to the recipient 1.5 explain potential constraints when providing advice and guidance 1.6 explain how to maintain the requirements of confidentiality 1.7 explain where they can access additional guidance or support if they are unable to provide the information or advice needed 02 2.1 describe how to research information sources for recipients 2.2 explain the potential impact of advice given 2.3 explain who to report information back to and why they need to know 23 65 12 34 Totals 35 100 Level 3 Operational Delivery (Advanced) (3815-03) 5

Level 3 Operational Delivery (Advanced) (3815-306) Short answer questions marking guide (Version A) Question Marking guidance Mark 1 Open and closed questioning are two techniques used to identify customers needs. (4 marks) Describe one advantage and one disadvantage for each technique. Open questioning advantages: wide scope/range of responses possible, gather more detailed information, a better understanding for recipient and customer, enables relevant information to be provided, negates possibility of bias, any other appropriate Disadvantages: could take more time, can receive irrelevant information, can lose focus on relevant issue, more potential to drift into unrelated topics, any other appropriate Closed questioning advantages: more structured, focuses on specifics, recipient in control of conversation, confirms factual information, gather information faster, can be planned, can bring conversation back on track, any other appropriate Disadvantages: one sided conversation, customer could feel like being interrogated, limits response from customer, could introduce bias, could miss information/have incomplete information, gives customer less opportunity to expand on answers/articulate response, any other appropriate 2 a) State one method used to confirm that a customer understands technical advice. b) Explain why the method stated in a) is effective in confirming the customer s understanding. (1 mark) a) 1 mark for identifying a method of confirmation, eg Ask probing questions, clarify/summarising questions, form filling, any other appropriate. b) 1 mark for appropriate explanation, eg: probing questions - asking follow up questions of the customer to check deeper understanding of technical advice, for summarising asking customer to summarise what they ve understood in their own words, etc 3 a) State two effective methods for communicating technical advice within your department. b) Give one reason why each method stated in a) is effective. a) 1 mark for one of: Email, orally, in writing, presentations, tele-kits, video conferences, face to face meeting, social networking, any other appropriate 6 Level 3 Operational Delivery (Advanced) (3815-03)

b) 1 mark for each appropriate reason given, eg for email can aim at wide audience, more time to prepare information, for face to face meeting can get immediate clarification of understanding, can have conversation, can pick up on body language, etc 4 A new member of staff who works term time has joined the team. Their leave needs to be calculated. State two up-to-date and reliable sources from which to obtain the required information. Give one reason why these sources are accurate. 1 mark (up to 2 maximum) for each of: Manager/colleague, Departmental Intranet, HR guidance, Employment law, employment contract, HR business partner, other government departments, any other appropriate plus 1 mark for: information is specific, up to date, official, any other appropriate 5 a) State two potential barriers that may affect providing information or technical advice. (1 mark) (4 marks) b) Explain why these are barriers. 1 mark for each barrier identified (up to maximum 2 marks), eg: Limited knowledge of individual/team, time constraints, finance/budgets, proximity/geographic s, legislation (Data Protection, organisational risk, political risk, any other appropriately plus 1 mark for each description (up to maximum 2 marks), eg: set targets for other work/competing priorities, not knowing what or where of technical information, not knowing what technical advice is sensitive information or requires implicit consent, not knowing what customers have authority to receive information, etc 6 When providing technical advice to a customer, it is important to maintain requirements for confidentiality. a) Describe briefly two ways that the Data Protection Act protects the customer s confidentiality. b) Describe briefly one way in which the organisation ensures that these requirements are met. (1 mark) a) 1 mark (maximum of 2) for each of: data has to be accurate and up to date, data has to be relevant, data should be kept only as long as required, stored securely, processed securely, communicated securely, data provided to only those that need to know it, data has to be concise (no extraneous information), any other appropriate. b) 1 mark for any of: training (yearly), guidance documents available, know where to find guidance (eg intranet), auditing, any other appropriate 7 Recently a new process has been introduced to collect information from customers. A team member needs support in understanding the Level 3 Operational Delivery (Advanced) (3815-03) 7

technical details of the new procedure. Describe the support that can be offered in no more than two sentences. Description includes: 1 mark for type of support, eg, training/e-learning, technical guidance, mentoring, coaching, 1-1 plus 1 mark for who or where to go for support, eg intranet, experienced colleague, manager, technical expert, Civil Service Learning 8 A team member is required to provide advice to a customer for a nonstandard and complex case. Outline four ways to research next steps using sources available. 1 mark for each of the following (up to a maximum of 4) but not limited to: Consult Intranet guidance, discuss with technical experts, discuss with relevant stakeholders, internet research, consult legislation and case law, managers, previous/current case notes or any equivalent descriptions (4 marks) 9 Explain one potential positive and one potential negative impact on the customer in this situation. (4 marks) 1 mark (up to a maximum of 4) for each of : Consult Intranet guidance, discuss with technical experts, discuss with relevant stakeholders, internet research, consulting legislation and case law, or equivalent descriptions 2 marks for demonstrating the what and how of positive impact, eg: what = case is processed effectively and how = customer is satisfied, what = does not have wait too long, how=customer feeds back positively, or equivalent, or other appropriate plus 2 marks for demonstrating the what and how negative, eg: what=customer waits a long time/how= customer dissatisfied, what=customer passed around unnecessarily, how=customer complains, what=customer doesn t receive service (how=could mean financial impact), how=embarrassment to customer, or other app or equivalent 10 The result of the research sets a precedent for subsequent cases. Describe the process to follow to ensure this type of case is dealt with consistently in the future. (4 marks) Analysis of case and Identify who to communicate with, eg management and senior management, HR partners, policy and teams that deal with issuing up to date guidance (1 mark) 8 Level 3 Operational Delivery (Advanced) (3815-03)

-Make communication with identified parties, eg all case details included in communications, written report of case, analysis of case, other appropriate (1 mark) Contribute to revising process/creating new process/procedure as appropriate (1 mark) Timely sharing of findings/outcome of new process with relevant stakeholders, eg so the organisation become aware of new process and training/updating needs for employees when required (1 mark) Level 3 Operational Delivery (Advanced) (3815-03) 9

Level 3 Operational Delivery (Advanced) (3815-306) Short answer questions marking guide (Version B) Question Marking guidance Mark 1 A telephone interview and customer questionnaires are two techniques used to identify customer s needs. Describe one advantage and one disadvantage of each. 1 mark (up to a maximum of four) for each advantage/disadvantage given as follows: Telephone interview: advantages some customers feel at ease, allows two way communication, can be structured, can gain specific, in depth requirements, Disadvantages time intensive/costly, can t read body language, some customers feel uncomfortable/on the spot, only views from one customer, customer use it for a rant, customer waffling, any other appropriate Questionnaire advantages wider group perspective/lots of information, customers more relaxed/likely to be honest, customer has more time to consider response, cheaper/less time for organisation to process, any other appropriate Disadvantages answers may be constrained/closed, response options could be less meaningful (eg answer strongly agree, strongly disagree customers go for middle, don t know answer), potentially poor customer literacy skills, any other appropriate 2 a) State one method used to confirm that a colleague understands technical advice. b) Explain why the method stated in a) is effective in confirming their understanding. a) 1 mark for identifying a method of confirmation, eg Ask probing questions, clarify/summarising questions, checking the work output against targets, any other appropriate. b) 1 mark for appropriate explanation, eg probing questions - asking follow up questions of the colleague to check deeper understanding of technical advice, for summarising asking colleague to summarise what they ve understood in their own words, checking colleague work outputs meet expectations, etc 3 a) State two effective methods for communicating technical advice with external stakeholders. b) Give one reason why each method stated in a) is effective. a) 1 mark for each appropriate method given (up to a maximum of 2 marks): Email, orally, in writing, presentations, tele-kits, video conferences, face to face meeting, social networking, any other appropriate (4 marks) (1 mark) b) 1 mark for each appropriate reason given (up to a maximum of 2 marks) eg for email can aim at wide audience, more time to 10 Level 3 Operational Delivery (Advanced) (3815-03)

prepare information, for face to face meeting can get immediate clarification of understanding, can have conversation, can pick up on body language, etc 4 A colleague wants to develop their knowledge on customer service. a) Describe two internal sources available in order to obtain the technical advice required. b) Give one reason why these sources are effective. 1 mark (up to 2 maximum) for each of: Manager/colleague, Departmental Intranet, HR guidance, HR business partner, other government departments, any other appropriate plus 1 mark for: information is specific, up to date, official, any other appropriate 5 a) Give two potential barriers that may affect providing information or technical advice. b) Explain why these are barriers. 1 mark for each barrier identified (up to maximum 2 marks), eg Limited knowledge of individual/team, time constraints, finance/budgets, proximity/geographic, legislation (Data Protection, organisational risk, political risk, any other appropriately plus 1 mark for each description (up to maximum 2 marks), eg set targets for other work/competing priorities, not knowing what or where of technical information, not knowing what technical advice is sensitive information or requires implicit consent, not knowing what customers have authority to receive information, etc 6 Give three instances that demonstrate how the organisation safeguards customer s confidentially when providing technical advice. (1 mark) (4 marks) (3 marks) 1 mark (up to a maximum of 3) for each example given, eg Where sharing sensitive personal information to ensure you use correct security markings, ensuring the customer information is accurate and up to date and necessary, reviewing data storage at regular intervals, following departments record retention policy, training provided and attended, and any other appropriate 7 A team member needs to develop their technical knowledge. Briefly describe how they can access the support needed. Description includes: Level 3 Operational Delivery (Advanced) (3815-03) 11

1 mark for type of support, eg, training/e-learning, technical guidance, mentoring, coaching, one to one plus 1 mark for who or where to go for support, eg intranet, experienced colleague, manager, technical expert, Civil Service Learning 8 Identify four methods that a team member would use to access information for a non-standard request for technical advice that they have no prior knowledge of. 1 mark (up to a maximum of 4) for each of : Consult Intranet guidance, discuss with technical experts, discuss with relevant stakeholders, internet research, consulting legislation and case law, or equivalent descriptions 9 Describe two positive and two negative impacts that technical advice gained from information sources may have on a nonstandard request 2 marks for demonstrating the what and how of positive impact, eg: what = information is provided on time as requested and how = customer is satisfied, what = does not have wait too long, how=customer feeds back positively, or equivalent, or other appropriate plus 2 marks for demonstrating the what and how negative, eg: what=customer waits a long time/how= customer dissatisfied, what=can t find information, how=information not where expected, what=customer doesn t receive service (how=could mean financial impact), how=embarrassment to customer, or other appropriate or equivalent 10 a) State who needs to be made aware of the request and information provided. b) Give three reasons why it is important to share this information. a) 1 mark for any of: line manager, relevant colleagues, head of department, senior managers, policy team, other appropriate b) 1 mark each (up to 3) for: for future reference/follow up, record of advice for audit purposes/legal requirement, good customer service, to have team provide consistent approach, have knowledge of all customer interactions, avoid duplication of effort, for impact analysis/potential future issue, or other appropriate (4 marks) (4 marks) (1 mark) (3 marks) 12 Level 3 Operational Delivery (Advanced) (3815-03)

Level 3 Operational Delivery (Advanced) (3815-306) Short answer questions marking guide (Version C) Question Marking guidance Mark 1 In operations delivery cases, making sure that a team member understands customer needs is an essential part of the role in order to provide the correct technical advice. a) Describe two different techniques that a team member could use to identify a customer s needs in different situations b) State one way that the team member can confirm that they have understood the customers needs correctly for each of the techniques used in a). a) 1 mark for each different technique with a further 2 marks available for identifying the situation. Verbal questioning, telephone interview, customer questionnaires, discussion, active listening or similar answer appropriate with the candidates role (the situation will be role dependant and personal judgement will need to be made by assessors) b) answer subject to response given for a.) but may include but not limited to: repeat information and ask for affirmative, question areas that are initially confusing, repeat initial question and compare response 2 A colleague from a different department has called for some technical advice relating to a new system that has just been introduced. The colleague is aware that you were on the initial working party for the new system and you have technical knowledge. a) State one method used to confirm that the colleague has understood the technical advice given. b) Explain with examples why the method stated in a) is effective in confirming the colleagues understanding. a) 1 mark for identifying a method of confirmation, eg Ask probing questions, clarify/summarising questions, form filling, any other appropriate. b) 1 mark for brief explanation with a further mark available for using examples eg: probing questions - asking follow up questions of the colleague to check deeper understanding of technical advice, for summarising asking colleague to summarise what they ve understood in their own words, check back in a short while after the colleague has used the new system for feedback 3 a) State one effective methods for communicating technical advice in each of the following situations: (1 mark) Level 3 Operational Delivery (Advanced) (3815-03) 13

External stakeholders Own department b) Give one reason why each method stated in a) is effective. a) 1 mark for one of: Email, orally, in writing, presentations, telekits, video conferences, face to face meeting, social networking, any other appropriate b) 1 mark for each appropriate reason given, eg for email can aim at wide audience, more time to prepare information, for face to face meeting can get immediate clarification of understanding, can have conversation, can pick up on body language, etc 4 A new photocopier has been installed in the office and the team member who received training on the equipment is on leave. Unfortunately the copier seems to have stopped working and an urgent document needs to be printed. a) State two up-to-date and reliable sources from which to obtain the required information. b) Give one reason why these sources are accurate. 1 mark (up to a maximum of 2) for each of: Manager/colleague in another department, departmental Intranet, IT department, manufacturers instruction manual, manufacturers website, manufacturers help-line any other appropriate plus 1 mark for: information is specific, up to date, official, any other appropriate 5 It is not always possible to provide technical information due to different constraints both internal and external to the department. Explain in detail two potential constraints that may affect providing information or technical advice. 1 mark for each barrier identified (up to maximum 2 marks), eg Limited knowledge of individual/team, time constraints, finance/budgets, proximity/geographic s, legislation (Data Protection, organisational risk, political risk, any other appropriately plus 1 mark for each description (up to maximum 2 marks), eg: set targets for other work/competing priorities, not knowing what or where of technical information, not knowing what technical advice is sensitive information or requires implicit consent, not knowing what customers have authority to receive information, etc 6 Confidentiality is a legal requirement that every organisation must adhere to. a) Identify the legislation that covers confidentiality in the (1 mark) (4 marks) 14 Level 3 Operational Delivery (Advanced) (3815-03)

workplace (1 mark) b) Give a detailed description on how operational delivery ensures that it maintains the requirements of one of the legislations identified in a). a) The Data Protection Act b) 1 mark for a list and an 1 extra mark for a more detailed description for each of: data has to be accurate and up to date, data has to be relevant, data should be kept only as long as required, stored securely, processed securely, communicated securely, data provided to only those that need to know it, data has to be concise (no extraneous information), any other appropriate. 7 A new member of staff has joined the team and has used systems and procedures in other departments but is not used to the technical information that needs to be given to customers Identify two key sources of guidance or/and support that the team member can use become familiar with this information. 1 mark for each area identified (up to a maximum of 2) for type of support or guidance; training/e-learning, technical guidance, mentoring, coaching, one to one 8 Identify two sources of information that a team member working in operational delivery can use to research and investigate each of the following cases and give a brief description for each source of information. A non-complex case (4 marks) A complex case Answer 1 mark for each source of information for both non-complex and a complex case (max 4 marks available). If only sources of information are listed without description max 2 marks available in total Non-complex case: Consult intranet guidance, discuss with relevant stakeholders, previous/current case notes or equivalent descriptions Complex case: Consult Intranet guidance, discuss with technical experts, discuss with relevant stakeholders, internet research, consulting legislation and case law, or equivalent descriptions 9 Ensuring that the technical advice given to both internal and external customers is accurate and relevant is very important in operational delivery. a) Identify two positive impacts of providing accurate technical advice and information Level 3 Operational Delivery (Advanced) (3815-03) 15

b) Identify two negative impacts of giving inaccurate technical advice and information 2 marks for demonstrating the what and how of positive impact: what = case is processed effectively and how = customer is satisfied, what = does not have wait too long, how=customer feeds back positively, or equivalent, or other appropriate plus 2 marks for demonstrating the what and how negative: what=customer waits a long time/how= customer dissatisfied, what=customer passed around unnecessarily, how=customer complains, what=customer doesn t receive service (how=could mean financial impact), how=embarrassment to customer, or other appropriate 10 Following the research and interpretation of technical information gained as part of a customer case, it is important to document or advise others of the findings. a) Identify two people who you would report your findings and analysis to. b) Explain why it is important to share this information. 1 mark for each person identified (maximum of 2 marks) Management and senior management, HR partners, policy and teams that deal with issuing up to date guidance, relevant stakeholders 2 marks for an explanation covering one or more of the following factors Timely sharing of findings/outcome of new process with relevant stakeholders, so the organisation becomes aware of new process and training/updating needs for employees when required 16 Level 3 Operational Delivery (Advanced) (3815-03)

City & Guilds Skills for a brighter future www.cityandguilds.com Level 3 Operational Delivery (Advanced) (3815-03) 17

Useful contacts UK learners General qualification information International learners General qualification information Centres Exam entries, Registrations/enrolment, Certificates, Invoices, Missing or late exam materials, Nominal roll reports, Results Single subject qualifications Exam entries, Results, Certification, Missing or late exam materials, Incorrect exam papers, Forms request (BB, results entry), Exam date and time change T: +44 (0)844 543 0033 E: learnersupport@cityandguilds.com T: +44 (0)844 543 0033 F: +44 (0)20 7294 2413 E: intcg@cityandguilds.com T: +44 (0)844 543 0000 F: +44 (0)20 7294 2413 E: centresupport@cityandguilds.com T: +44 (0)844 543 0000 F: +44 (0)20 7294 2413 F: +44 (0)20 7294 2404 (BB forms) E: singlesubjects@cityandguilds.com International awards Results, Entries, Enrolments, Invoices, Missing or late exam materials, Nominal roll reports Walled Garden Re-issue of password or username, Technical problems, Entries, Results, GOLA, Navigation, User/menu option, Problems Employer Employer solutions, Mapping, Accreditation, Development Skills, Consultancy T: +44 (0)844 543 0000 F: +44 (0)20 7294 2413 E: intops@cityandguilds.com T: +44 (0)844 543 0000 F: +44 (0)20 7294 2413 E: walledgarden@cityandguilds.com T: +44 (0)121 503 8993 E: business_unit@cityandguilds.com Publications Logbooks, Centre documents, Forms, Free literature T: +44 (0)844 543 0000 F: +44 (0)20 7294 2413 If you have a complaint, or any suggestions for improvement about any of the services that City & Guilds provides, email: feedbackandcomplaints@cityandguilds.com

Published by City & Guilds 1 Giltspur Street London EC1A 9DD T +44 (0)844 543 0000 F +44 (0)20 7294 2413 www.cityandguilds.com City & Guilds is a registered charity established to promote education and training