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Public Services Operational Delivery (3815)

Last Updated: 29 Aug 2024

This suite of qualifications, at Level 2 – 5, was developed jointly with Central and Local Government for the wider Public Sector and is for learners working in the Operational Delivery Profession across Local and Central Government.

In addition and in 2015, as part of the Government England Apprenticeship reform, a new Operational Delivery Officer Apprenticeship Scheme was launched.

Operational Delivery Officer apprenticeship standard and assessment plan can be found:

As part of this apprenticeship on-programme delivery all apprentices are required to complete the following 2 qualifications, within this suite, before entering onto the end assessment:

Level 2 Award in Operational Delivery (Principles) (Chose one of the qualifications listed below)

  • 3815-02 Level 2 Award in Operational Delivery (Principles) – Civil Service
  • 3815-12 Level 2 Award in Operational Delivery (Principles) – Local Authorities 

Level 3 Certificate in Operational Delivery (Advanced) (Chose one of the qualifications listed below) 

  • 3815-03 Level 3 Certificate in Operational Delivery (Advanced) – Civil Service
  • 3815-13 Level 3 Certificate in Operational Delivery (Advanced) – Local Authorities
These qualifications allow learners to develop the knowledge required for employment and/or career progression within the Operational Delivery Profession.
The Operational Delivery Profession includes anybody that provides a service directly to customers and the public and also includes face-to-face, contact centre and processing roles. Some of the services that may be provided as part of this role could include:
  • Helping people understand services
  • Ensure products and services meet peoples needs
  • Ensuring public safety
  • Managing cases and resolving customer enquiries
  • Collecting outstanding debt
  • Responding to incidents, coordinating information and deploying resources
  • Lead and support operational delivery areas.
Available to deliver in the following:
  • England
  • Wales – please check for available funding
  • Scotland
  • Northern Ireland
  • Ireland

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form. 

General Information

What Is Involved In Studying This Course?
For each unit you will be assessed by a combination of online multiple choice tests, short answer questions and assignments.
What Careers Can This Lead To?
Our qualifications can lead directly into employment, offering learners the chance to develop their skills and knowledge to a high standard recognised by the industry.

These qualifications can lead to a variety of jobs including:
  • Project Development Manager
  • Data Analyst
  • Administration Officer
  • Case Progression Officer
  • Customer Service Team Leader
  • Team Manager
What Is Involved With Delivering This Course?
To offer these qualifications, new centres will need to gain both centre and qualification approval. Please refer to the Centre Manual - Supporting Customer Excellence for further information.
Centre staff should familiarise themselves with the structure, content and assessment requirements of the qualifications before designing a course programme.
All qualifications approvals should be made against the following qualifications:
  • 3815-12 Level 2 Award in Operational Delivery (Principles)
  • 3815-13 Level 3 Certificate in Operational Delivery (Advanced)

All other qualifications within this suite are only available to Civil Services.

Level 2

This suite of qualifications enables learners to develop the required knowledge and understanding for employment and/or career progression within the Operational Delivery Profession. The qualifications cover the principles of working in operational delivery, providing customer service, equality and diversity and calculating liabilities/entitlements.

Level 2 Award in Operational Delivery (Principles)

  • 3815-02 Level 2 Operational Delivery (Principles) – Civil Service
  • 3815-12 Level 2 Operational Delivery (Principles) – Local Authorities
What Careers Can This Lead To?
These qualifications can lead to a variety of jobs including:
  • Administration Officer
  • Customer Service Advisor
Learners can also progress on to the Level 3 Operational Delivery qualifications
Level 2 Operational Delivery (Principles) (3815-12)
Last Registration Date: 31 Aug 2027

Level 2 Award in Operational Delivery (Principles)

  • Accreditation No: 601/2733/8 This is a reference number related to UK accreditation framework
  • Type: VRQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: 29 - 29 This is the average contact time a centre would typically commit
  • Total Qualification Time: 35 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/08/2030 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £81.30 Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Level 2 Certificate in Operational Delivery (Principles)

  • Accreditation No: 601/2734/X This is a reference number related to UK accreditation framework
  • Type: VRQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: 44 - 63 This is the average contact time a centre would typically commit
  • Total Qualification Time: 53 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/08/2030 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £103.30 Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Level 2 Diploma in Operational Delivery (Principles)

  • Accreditation No: 601/2735/1 This is a reference number related to UK accreditation framework
  • Type: VRQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: 70 - 99 This is the average contact time a centre would typically commit
  • Total Qualification Time: 84 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/08/2030 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £125.30 Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Level 3

This suite of qualifications enables learners to understand the skills and attributes required to be an outstanding manager. Gaining the understanding and knowledge to manage change, continuous improvement, improving customer service and risk management to ensure operational delivery is maintained while achieving organisational goals.
  • 3815-03 Level 3 Operational Delivery (Advanced) – Civil Service
  • 3815-13 Level 3 Operational Delivery (Advanced) – Local Authorities 
What Careers Can This Lead To?
These qualifications can lead to a variety of jobs including:
  • Customer Service Team Leader
  • Compliance Officer

Learners can also progress on to the Level 4 Operational Delivery qualifications

Level 3 Operational Delivery (Advanced) (3815-03)
Last Registration Date: 31 Aug 2027

Level 3 Award in Operational Delivery (Advanced)

  • Accreditation No: 601/2736/3 This is a reference number related to UK accreditation framework
  • Type: VRQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: 30 - 30 This is the average contact time a centre would typically commit
  • Total Qualification Time: 42 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/08/2030 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £85.00 Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Level 3 Certificate in Operational Delivery (Advanced)

  • Accreditation No: 601/2737/5 This is a reference number related to UK accreditation framework
  • Type: VRQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: 48 - 95 This is the average contact time a centre would typically commit
  • Total Qualification Time: 67 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/08/2030 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £107.00 Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Level 3 Diploma in Operational Delivery (Advanced)

  • Accreditation No: 601/2738/7 This is a reference number related to UK accreditation framework
  • Type: VRQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: 64 - 144 This is the average contact time a centre would typically commit
  • Total Qualification Time: 90 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/08/2030 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £129.00 Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.
Level 3 Operational Delivery (Advanced) (3815-13)
Last Registration Date: 31 Aug 2027

Level 3 Certificate in Operational Delivery (Advanced)

  • Accreditation No: 601/2737/5 This is a reference number related to UK accreditation framework
  • Type: VRQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: 48 - 95 This is the average contact time a centre would typically commit
  • Total Qualification Time: 67 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/08/2030 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £103.00 Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Level 4

This new suite of qualifications have been redeveloped and updated

This suite of qualifications is only available to Civil Service. Enables learners to understand the skills and attributes required to be an outstanding manager. Gaining the understanding and knowledge to manage change, continuous improvement, improving customer service and risk management to ensure operational delivery is maintained while achieving organisational goals.
What Careers Can This Lead To?
These qualifications can lead to a variety of jobs including:
  • Operations Manager
  • Data Analyst
  • Case Progression Officer
  • Team Manager
Level 4 Operational Delivery (Management) (3815-04)
Last Registration Date: 31 Dec 2019

Level 4 Award in Operational Delivery (Management)

  • Accreditation No: 601/2754/5 This is a reference number related to UK accreditation framework
  • Type: VRQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: 106 - 106 This is the average contact time a centre would typically commit
  • Total Qualification Time: 159 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2024 This is the last date that a certificate can be issued
  • Qualification fees in the UK: TBC, please speak to your Account Manager for further information Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Level 4 Certificate in Operational Delivery (Management)

  • Accreditation No: 601/2755/7 This is a reference number related to UK accreditation framework
  • Type: VRQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: 182 - 182 This is the average contact time a centre would typically commit
  • Total Qualification Time: 273 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2024 This is the last date that a certificate can be issued
  • Qualification fees in the UK: TBC, please speak to your Account Manager for further information Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Level 4 Diploma in Operational Delivery (Management)

  • Accreditation No: 601/2756/9 This is a reference number related to UK accreditation framework
  • Type: VRQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: 237 - 280 This is the average contact time a centre would typically commit
  • Total Qualification Time: 356 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2024 This is the last date that a certificate can be issued
  • Qualification fees in the UK: TBC, please speak to your Account Manager for further information Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Level 5

This qualification is only available to Civil Service. Enables learners to understand the need to specify operational requirements, how to develop a business case and the governance of the approval process in operational delivery.
Level 5 Operational Delivery (Project Specification) (3815-05)
Last Registration Date: 31 Dec 2021

Level 5 Award in Project Specification for Operational Delivery

  • Accreditation No: 601/2732/6 This is a reference number related to UK accreditation framework
  • Type: VRQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: 55 - 55 This is the average contact time a centre would typically commit
  • Total Qualification Time: 83 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2024 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £71.00 Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Here you can find all documents related to this suite of qualifications.

By clicking on the section headings below, you can access a variety of documents such as the qualification handbooks and assessment materials, Statements of Purpose, and recognition letters from industry and employers.

Some documents may be password protected. Passwords can be retrieved by logging in to  and visiting the Administration section of the relevant qualification catalogue page.

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form. 

Additional documents

Level 2

Assessment materials

Centre documents

Level 3

Assessment Materials

Centre documents

Level 4

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