Leading and Communicating Description At all levels, effectiveness in this area is about leading from the front and communicating with clarity, conviction and enthusiasm. It’s about supporting principles of fairness of opportunity for all and a dedication to a diverse range of citizens. At senior levels, it is about establishing a strong direction and a persuasive future vision; managing and engaging with people with honesty and integrity, and upholding the reputation of the Department and the Civil Service. Effective Behaviour People who are effective are likely to… Ineffective Behaviour People who are less effective are likely to… Level 3 Take opportunities to regularly communicate and interact with staff, helping to clarify goals and activities and the links between these and Departmental strategy Recognise, respect and reward the contribution and achievements of others Communicate in a succinct, engaging manner and stand ground when needed Communicate using appropriate styles, methods and timing, including digital channels, to maximise understanding and impact Promote the work of the Department and play an active part in supporting the Civil Service values and culture Convey enthusiasm and energy about their work and encourage others to do the same Be rarely available to staff and others, communicate infrequently Take the credit for others’ achievements Give in readily when challenged Communicate in a set way with little variation, without tailoring messages, style and timing to the needs of the target audience Be ignorant of and/or dismissive of broader organisational values and goals, such as equality and diversity Communicate information without consideration for the audience or with limited/low levels of enthusiasm and effort
Managing a Quality Service Description Effectiveness in this area is about being organised to deliver service objectives and striving to improve the quality of service, taking account of diverse customer needs and requirements. People, who are effective plan, organise and manage their time and activities to deliver a high quality and efficient service, applying programme and project management approaches to support service delivery. At senior levels, it is about creating an environment to deliver operational excellence and creating the most appropriate and cost effective delivery models for public services Effective Behaviour People who are effective are likely to… Ineffective Behaviour People who are less effective are likely to… Level 3 Make effective use of project management skills and techniques to deliver outcomes, including identifying risks and mitigating actions Develop, implement, maintain and review systems and service standards to provide quality, efficiency and value for money Work with team to set priorities, goals, objectives and timescales Establish mechanisms to seek out and respond to feedback from customers about service provided Promote a culture that tackles fraud and deception, keeping others informed of outcomes Develop proposals to improve the quality of service with involvement from a diverse range of staff, stakeholders or delivery partners Has minimal understanding of what could go wrong or needs to be resolved as a priority Focus on delivering the task to the exclusion of meeting customer/end user requirements and needs Allocate or delegate work without clarifying deadlines or priorities Be unable to explain common customer problems or needs and how these are evolving Not give sufficient priority and attention to ensuring that fraud and deception is being tackled. Generate limited proposals to create service improvements and do so with little involvement of staff