SERVICE DEFINITION
Accelerated Learnership Initiative
OD&MS (Pty) Limited
Page 2 of 23
SERVICE DEFINITION
BANKSETA
Learner Administration & Support Agency (LASA)
Version 4
Generated on 2003/11/20
The Copyright in this work is vested in iSource Investment Holdings and the document is issued in confidence for the purpose only for which
it is supplied. It must not be reproduced in whole or in part or used for tendering or manufacturing purposes except under an agreement or
with the written consent of iSource Investment Holdings and then only on the condition that this notice is included in any such reproduction.
No information as to the contents or subject matter of this document or any part thereof arising directly or indirectly there from shall be
given orally or in writing or communicated in any manner whatsoever to any third party being an individual firm or company or any
employee thereof without the prior consent in writing from iSource Investment Holdings.
© 1999-2003 iSource Investment Holdings (Pty) Limited
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
This document was generated by iSSM version 1.9.22
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Page 3 of 23
SERVICE DEFINITION
This document defines the complete service delivery scope for BANKSETA's Learner Administration & Support Agency (LASA) function
at Gauteng. This document must be read in conjunction with the Service Level Agreement (SLA), which defines the specific details of service
delivery and how it is measured. For purposes of this Service Definition (SD) the Learner Administration & Support Agency (LASA) function is
divided into the following functional areas:
 Planning - This function covers strategy and tactics, and concerns the identification of the way the LASA can best contribute to the
achievement of the business objectives. Furthermore, the realisation of the strategic vision needs to be planned, communicated and
managed for different perspectives. Finally, a proper organisation as well as technological infrastructure must be put in place.
 Human Resources Administration - The management of human resources administration functions such as Personnel management,
Contract management and financial management.
 Learner Administration and Management - This function describes the administration and management of the relationship with the
learners, training providers, recruitment agencies, employers and steering committee.
 Reporting - This function describes the gathering and presentation of information and the compiling of useful, accurate and timely
management reports.
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
LASA Responsibilities
Retained Responsibilities
Task - General description of the task, which together with the other tasks in this section describes the functional area.
A
B
C
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
D
Commercial in Confidence
E
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Page 4 of 23
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 Level Agreement (SLA) 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 the prospective 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 Outsource Decisions and Management Services (Pty) Limited (OD&MS) and that
no part of it may be used or altered without express written consent from iSource.
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
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1.
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PLANNING
This function covers strategy and tactics, and concerns the identification of the way the LASA can best contribute to the achievement of
the business objectives. Furthermore, the realisation of the strategic vision needs to be planned, communicated and managed for
different perspectives. Finally, a proper organisation as well as technological infrastructure must be put in place.
#
Service
Description
LASA Responsibilities
Retained Responsibilities
Project Planning - Define a strategic project plan with the business goals, enabled by a strategic planning process undertaken every
year giving rise to a 1-year long-term plan. The long-term plan must annually be translated into operational plans setting clear and
concrete short-term goals.
PL1
Workshops Define roles
Provide workshop facilitation to
plan the detailed project plan and
define the roles of the parties
involved.
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
LASA will provide the following
services:

BANKSETA will provide the
following services:
Facilitate workshops, together 
with BANKSETA, Training
Providers, Employers and the
Recruitment agency.
Supply the LASA with the
contact details of:

Training provider


Employers

Recruitment agency
Arrange venues at
BANKSETA.

Prepare and forward
agenda for the workshop
to all parties concerned.

Make logistical
arrangements available to
Commercial in Confidence

Provide the LASA with a list of
the related Legislation.
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#
Page 6 of 23
Service
Description
LASA Responsibilities
Retained Responsibilities
all the parties concerned.
PL2
Workshop Learnership
agreements/E
mployer
contracts.
Provide workshop facilitation for
the signing of the learnership and
employment contracts.

Identify and formally agree
on the roles of the training
provider, employer
committee, recruitment
agency and learners.

Submit the signed formal
agreement to BANKSETA.
LASA will provide the following
services:
BANKSETA will provide the
following services:


Approve the submitted project
plan for the workshop.

Attend workshop for the
signing of the
Employer/Learnership
agreements.

PL3
Detailed
Project Plan
The detailed project plan covers at
a minimum, the allocation of
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
Submit detailed project plan
for the learnership agreement
and employer contractsigning workshop.
Arrange and facilitate a
workshop, in conjunction with
BANKSETA, the employer and
the Recruitment Agency, for
the actual signing of the
employment contracts and
learnership agreements.
LASA will provide the following
services:
Commercial in Confidence
BANKSETA will provide the
following services:
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Service
Description
LASA Responsibilities
responsibilities, task breakdown,
budgeting of time and resources,
milestones, check points and
approvals.


PL4
PL5
Induction
course
Exit Strategy
Source, manage and implement
the induction course that will be
attended by the learners before
the theoretical learner program.
Source, manage and implement
the exit strategy that will be
attended by the learner after the
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
Submit detailed project plan,
which includes the time
scales, deliverables and
objectives as agreed on at
the workshop.
Ensure that the submitted
project plan is detailed and
comprehensive.
Retained Responsibilities

Provide the LASA with a macro
overall project plan which
includes, timescales,
deliverables and objectives.

Approve and provide feedback
on the submitted project plan
within 5 working days.
LASA will provide the following
services:
BANKSETA will provide the
following services:

Source, manage and
implement the learner
induction course.


Provide BANKSETA with a
complete sourcing plan in
respect of the induction
course including the RFP's.
Approve sourcing plan with
regard to the induction course
within 5 working days after
submission thereof.

Provide the LASA with the
required outcomes of the
induction program.

Provide the LASA with the
requirements and timelines of
the induction course.
LASA will provide the following
services:
Commercial in Confidence
BANKSETA will provide the
following services:
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#
Page 8 of 23
Service
Description
LASA Responsibilities
completion of the learner program.
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
Retained Responsibilities

Source, manage and
implement the learner exit
strategy.

Provide the LASA with the
required outcomes of the exit
strategy.

Provide BANKSETA with a
complete sourcing plan for
the exit strategy.

Approve the sourcing plan for
the exit strategy before the last
working day of January 2005.
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HUMAN RESOURCES ADMINISTRATION
The management of human resources administration functions such as Personnel management, Contract management and financial
management.
#
Service
Description
LASA Responsibilities
Retained Responsibilities
Personnel Management - Manage the payroll, normal human resources, leave, procedures and policies and employee assistance.
HU1
Payroll
Implement, manage and
administer the day-to-day
functions of the pay roll system.
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
LASA will provide the following
services:
BANKSETA will provide the
following services:


Provide the LASA with a list of
the related Legislation.

Approve submitted payroll
system before the last working
day of February 2004.
Sourcing, implementing and
updating a cost effective
payroll system and policy in
relation to:

Employee benefits.

Relevant remuneration

Leave.

Taxation.

Government levies.

Pension funds
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Service
Description
LASA Responsibilities

HU2
Leave
Manage and administer the leave
applications, of all types, received
from the learners on a day-to-day
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
Retained Responsibilities
Medical Aids

Submit a detailed plan for
approval on the payroll
system.

Appropriate audit
arrangements and other
controls must be put in place
in respect of the payroll
system and records of the
learners.

Process all approved claims
for learners in respect of
relevant personnel
management contingencies.

Confirm with the recruitment
agency that the learners
(matriculants) have valid
identity documents and have
an operating bank account
before the start of the
learnership.
LASA will provide the following
services:
Commercial in Confidence
BANKSETA will provide the
following services:
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Page 11 of 23
Service
Description
LASA Responsibilities
basis.
HU3
Policies and
procedures.

Monitor general personnel
management policies and systems
including but not limited disputes,
grievances, disciplinary and poor
work performances.
Create a system and policy by 
which leave applications must
be approved within the
parameters as stipulated by
the employer/training
providers and the applicable
legislation.
Provide the LASA with a list of
the related Legislation.
LASA will provide the following
services:
BANKSETA will provide the
following services:



BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
Retained Responsibilities
Execute and monitor
personnel management
policies and systems in
respect of learners for:

Dispute resolution

Grievance procedures

Disciplinary procedures

Poor work performance
procedures
Provide the LASA with a list of
the related Legislation.
Comply with applicable
legislation and Service Level
Agreements with the
employer regarding all
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Page 12 of 23
Service
Description
LASA Responsibilities
Retained Responsibilities
policies, mechanisms,
practices and systems.
HU4
Employee
Assistance
Design, formulate, execute and
monitor an appropriate employee
assistance program.
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
LASA will provide the following
services:
BANKSETA will provide the
following services:


Design, formulate, execute
and monitor an appropriate
employee assistance program
in collaboration with the
employer for:

Mentoring

Coaching.

HR-assistance

Implementing and updating
cost efficient and effective
policies and systems for all
ongoing contact and support
on the part of the employer
and the learner.

Submit detailed plan on the
employee assistance
program.
Commercial in Confidence
Approve detailed plan by the
end of February 2004.
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Page 13 of 23
Service
Description
LASA Responsibilities
Contract Management - This function includes the management of
employer/learner/training provider as well as the termination of these agreements.
HU5
Contract
Management
Facilitate the signing of all
contracts, and the subsequent
management thereof, between
employers and learners and
training providers
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
the
Retained Responsibilities
learnership
agreements
between
LASA will provide the following
services:
BANKSETA will provide the
following services:


Attend workshop for the
signing of the
Employer/Learnership
agreements.

Provide the LASA with the
Excel capturing sheet.
Facilitate, in conjunction with
BANKSETA, the employer and
the Recruitment Agency, the
actual signing of the
employment contracts and
learners agreements with the
learners.

Facilitate, in conjunction with
BANKSETA, the employer and
the learner, the signing of the
required tri-partite between
the employer, training
provider and learner.

Ensure that sufficient staff
will be available for the
contract-signing workshop.

Ensure that the contracts
comply with all the legal
requirements.
Commercial in Confidence
the
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#
HU6
Page 14 of 23
Service
Contract
cancellation
Description
LASA Responsibilities
Manage the termination of the
agreements of the learners during
and at the end of the learner
program.
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource

Ensure that the contract
register is signed off by the
learner, employer and
training provider.

Capture the learnership
agreement details on the
Excel template provided.

Keep copies of the
Learnership agreements.

Forward a copy of the
learnership agreement to the
relevant parties.

Forward the signed, checked
and captured contracts to
BANKSETA.
Retained Responsibilities
LASA will provide the following
services:
BANKSETA will provide the
following services:


Implementing and updating
cost efficient and effective
policies and systems for the
cancellations of all contracts
on the part of the
employer/training provider
Commercial in Confidence
Supply the LASA with the
template for the cancellation of
the learnership agreement, as
required by Government
legislation for the Dept of
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Page 15 of 23
Service
Description
LASA Responsibilities
Retained Responsibilities
and learner.
HU7
Third party
Contract
Management.
Manage contracted agreements
between BANKSETA and their
service providers.

Notify the employer and the
training provider of the
termination of the learner
contract and learner details.

Complete the template, as
per Government legislation,
and forward to the
BANKSETA.
Labour.
LASA will provide the following
services:
BANKSETA will provide the
following services:


Manage the third party SLA's
according to the service level
agreements between service
provider and BANKSETA, the
content of which is provided
by BANKSETA.
Provide the LASA with the
signed contract between
BANKSETA and their service
providers.
Financial Management - This function describes the functions performed in managing the budget allocated to the LASA for the
payments made to the relevant providers.
HU8
Financial
Control
Manage the budgeted payments to
the service providers.
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
LASA will provide the following
services:
BANKSETA will provide the
following services:


Manage the funds between
Commercial in Confidence
Agree on a budget with the
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Service
Description
LASA Responsibilities
the service provider and
BANKSETA in accordance to
the prescribed service level
agreements.
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource

Develop, in conjunction with
the BANKSETA and its
accounting function, the
necessary financial controls.

Arrange for the payment of
the service provider, in
accordance with agreed
procedures, the amount due
for the specified period as
agreed with BANKSETA.

Appropriate audit
arrangements and other
controls must be put in place
in respect of the budget and
records of the payments to
the service providers.
Commercial in Confidence
Retained Responsibilities
different service providers.

Pay the LASA according to the
fee structure as agreed with
the different service providers.
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Page 17 of 23
LEARNER ADMINISTRATION AND MANAGEMENT
This function describes the administration and management of the relationship with the learners, training providers, recruitment
agencies, employers and steering committee.
#
Service
Description
LASA Responsibilities
Retained Responsibilities
Relationship management - Manage the relationships between the various parties.
LE1
Learners
Manage the learner relationship.
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
LASA will provide the following
services:
BANKSETA will provide the
following services:


Supply and manage a support
system and procedures to
support issues that may occur
between:

Learner/employer

Learner/training provider

Learner/Coach/mentor

Escalate conflicts to the
relevant authority.

Keep records of all learners'
progress and failures during
the course period.
Commercial in Confidence
Provide suggestions and
solutions to the conflicts that
were escalated.
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Page 18 of 23
Service
Description
LASA Responsibilities

LE2
LE3
LE4
Training
Provider
Recruitment
agency
Employer
relations
Manage the training provider
relationship.
Manage the recruitment agency
relationship.
Manage the employer relations.
Provide a report on the nonperformers to BANKSETA for
further action.
LASA will provide the following
services:
BANKSETA will provide the
following services:


Escalate conflicts that occur
between the learner and the
training facilitator to the
relevant authority.
None.
LASA will provide the following
services:
BANKSETA will provide the
following services:


Manage relationship between
the training providers and the
recruitment agency with
regard to the learners and
the entry process that is
required for the learner
program.
LASA will provide the following
services:

BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
Retained Responsibilities
BANKSETA will provide the
following services:
Co-ordinate and administer

all employee relations matters
between the learner and the
Commercial in Confidence
None.
None.
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Page 19 of 23
Service
Description
LASA Responsibilities
Retained Responsibilities
employer according to the
SLA.
LE5
Steering
committee
Manage the steering committee
relation.
LASA will provide the following
services:
BANKSETA will provide the
following services:


Address and sign off all
reports.

Ensure that participation of
meetings on a monthly basis is
adhered to.

BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
Provide reports and feed back
to the Steering committee on
a monthly basis on the
following:

Personnel management

Contract management

Financial management

Relationship management

Schedule management

Attendance monitoring

Service level Management
Ensure that participation of
meetings on a monthly basis
is adhered to.
Commercial in Confidence
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Page 20 of 23
Service
Description
LASA Responsibilities

Retained Responsibilities
Document and distribute the
minutes of the meeting to the
relevant parties.
Schedule Management - Management and administration of the training schedule with regards to the provision thereof, changes
thereof and informing the various parties of these changes.
LE6
LE7
Learner
Training
Provider
Manage the training schedule to
be provided to the learners.
Manage the training schedule
changes to be provided to the
learners by the training providers.
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
LASA will provide the following
services:
BANKSETA will provide the
following services:

Provide learner with a
training schedule, which will
include assessment dates,
assignment due dates and all
other information pertaining
to the course.


Contact the learner via SMS,
telephonically or via e-mail to
inform of any schedule
changes relevant to their
program.
None.
LASA will provide the following
services:
BANKSETA will provide the
following services:


Ensure that the Training
provider supplies the learner
with necessary study
Commercial in Confidence
None.
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Page 21 of 23
Service
Description
LASA Responsibilities
Retained Responsibilities
material.
LE8
Employer
Manage the training schedule
changes between the learners and
employers.
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource

Compile, in conjunction with
the Training Provider and
employer, the training
schedules for the training
program.

Request the signed
registration form for the
assessments and assignments
completed by the learner.

Request the individual
results.
LASA will provide the following
services:
BANKSETA will provide the
following services:

Ensure that the
mentors/coaches compile a
report on the learners with
regard to progress of the
learners.


Ensure that any changes that
may occur during the learner
program are submitted to the
employer.
Commercial in Confidence
None.
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Page 22 of 23
Service
Description
LASA Responsibilities
Retained Responsibilities
Attendance Monitoring - Manage and monitor the attendance registers kept by the employers and the training providers.
LE9
Learner
Manage and monitor the
attendance registers.
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
LASA will provide the following
services:
BANKSETA will provide the
following services:

Ensure that the employer and
training provider have the
necessary attendance register
for the learners to complete.


Ensure that the signed
attendance registers are
received from the employer
and training providers on a
monthly basis.

Reconcile the attendance
registers received from the
employer and training
providers.
Commercial in Confidence
None.
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Page 23 of 23
REPORTING
This function describes the gathering and presentation of information and the compiling of useful, accurate and timely management
reports.
#
Service
Description
LASA Responsibilities
Retained Responsibilities
Reports - This function describes the gathering and presentation of information and reports.
RE1
Report
Compile useful, accurate and
timely management reports.
BANKSETA - Learner Administration & Support Agency (LASA)
SourceIT™ Service Definitions – © 1999-2003 iSource
LASA will provide the following
services:
BANKSETA will provide the
following services:

Agree the set of reports and
the content of the reports
that will be produced and
distributed.

Agree the set of reports and
the content of the reports that
will be produced and
distributed.

Produce and distribute the
agreed reports to all
stakeholders to be defined.

Provide the LASA with the
template for the compilation of
the agreed reports.

Request a report from
Training provider on nonperformers.

Review the information
provided by the Service
Provider and provide feedback
where required.
Commercial in Confidence
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