Economist professional specialist skills framework

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							                                                            Economist
                            Professional/ Specialist Skills Framework




Effective from April 2007




                                                             Page 1 of 21
ECONOMISTS PROFESSIONAL COMPETENCE FRAMEWORK


The Profession Competence Framework for the Government Economics Service (GES) is based
around:

      entry requirements;
      continuous professional development (CPD) requirements;
                with an economics ‘core’
      PSG Core Skills; and
      professional expertise.

Further details on the above items are given below.




                                                                              Page 2 of 21
                                         Overview of GES Professional Entry and CPD Standards

               Entry via:    Entry           Entry          Entry
                             requirement:    requirement:   requirement:      CPD:                            CPD:
                             qualification   applied        PSG core skills   Economics                       Other (50 hours)
                                             economics                                                        including career grouping
                                                                                                              expertise relevant to current
                                                                                                              post (see below)
Temporary      Central       2:1             N/A            N/A               50 hours a year: identify and   Not specified by GES
Provisional    recruitment   Economics                                        fill gaps in the GES core of
Assistant                                                                     economics
Economist      OR            OR

(51 week       Departmental MSc
contract)      recruitment  Economics (if
                            1st degree
former DCA                  2:2, or other
Span 5                      subject)
Assistant      Economics    2:1              N/A            N/A               50 hours a year: identify and   Fast Stream Development
Economist      Fast Stream  Economics                                         fill gaps in the GES core of
                                                                              economics
Faststreamer                 OR

                             MSc
                             Economics (if
                             1st degree
                             2:2, or other
                             subject)




                                                                                                                                   Page 3 of 21
Economic       Central       2:1            Substantial      People              50 hours a year: identify and   Awareness of the
Adviser        recruitment   Economics      proven           Management          fill gaps in the GES core of    Professional Expertise for
                                            competence in                        economics plus acquire or       Operational Delivery Staff
Former DCA     OR            OR             applied          Financial           maintain the equivalent of a    at G7
Spans 8 or 9                                economics as a   Management          post-graduate level of
               Departmental MSc             professional                         competence in an economic       OR
               recruitment  Economics (if   economist        Project &           specialism determined by
                            1st degree                       Programme           the relevant government         the Professional Expertise
                            2:2, or other                    Management          department                      for Policy Delivery Staff at
                            subject)                                                                             G7
                                                             Analysis & Use of
                                                             Evidence                                            OR

                                                                                                                 the relevant Corporate
                                                                                                                 Services framework

SCS            Departmental 2:1             Very             People              50 hours a year: identify and   Professional Expertise for
Economist      recruitment  Economics       substantial      Management          fill gaps in the GES core of    Operational Delivery Staff
                            OR              proven                               economics plus maintain the     at SCS PB1
                            MSc             competence in    Financial           equivalent of a post-           OR
                            Economics (if   applied          Management          graduate level of               Professional Expertise for
                            1st degree      economics as a                       competence in an economic       Policy Delivery Staff at SCS
                            2:2, or other   professional     Project &           specialism determined by        PB1
                            subject)        economist        Programme           the relevant government         OR
                                                             Management          department                      the relevant Corporate
                                                                                                                 Services framework
                                                             Analysis & Use of
                                                             Evidence

                                                             Strategic
                                                             Thinking

                                                             Communications
                                                             & Marketing




                                                                                                                                      Page 4 of 21
                          Summary of GES Recruitment and CPD standards

                                           Recruitment standards

All members, for entry, must have a 2.1 honours bachelors degree (or international equivalent) with
at least 50 per cent of economics in the two final years (or equivalent); or a Post Graduate Diploma
(or equivalent) or a Masters degree in economics, including a substantial amount of taught macro
and microeconomics.

Temporary Assistant Economic Assistant candidates recruited by the central GES team will have
had achieved a just failed on the GES Economic Assessment Centre, and so will not have been
allowed to progress to the Faststream Assessment Centre. There is no central GES guidance for
departmental recruiting of Temporary Provisional Assistant Economists. The Economics and
Statistics Division, when recruiting directly for Temporary Assistant Economic Assistants has
required successful candidates to meet former DCA Competencies 1 through 5 at Level One
(which appear to be at a lower level than the equivalent Faststream Competences), and Specialist
Skills (former DCA Competence 7) at the same level as the GES Assistant Economist Recruitment
Standards for Economics. These posts are considered developmental, and are only offered for 51
weeks. For a permanent post as an Economic Assistant, Temporary Provisional Assistant
Economists must successfully meet the same competencies as Economic Assistants. Note: The
GES recruitment standards in Economics for Temporary Provisional Assistant Economists are
lower than the standards that have been applied by the Economics and Statistics Division at the
former DCA. However, all Temporary Provisional Assistant Economists that have been recruited
directly by the former DCA have gone on to successfully sit the Economics Faststream, whereas
this has not been the case for Temporary Provisional Assistant Economists at the former DCA who
have come to us via central GES recruitment.

Economic Assistant candidates must meet the competences set out for the GES Economic
Assessment Centre and the Fast Stream Assessment Centre.

Economic Adviser candidates must demonstrate substantial proven competence in applied
economics as a professional economist. They must show that they have engaged in effective CPD
to maintain their competence in the GES Core Economics Knowledge, that they have the GES
Core Economics Skills, and that they are capable of a post- graduate level of competence in
applied economics. They must also demonstrate that they are capable of meeting the PSG Grade
7 core skills requirements.

SCS economist candidates must demonstrate very substantial proven competence in applied
economics as a professional economist. They must show that: they have engaged in effective
CPD to maintain their competence in the GES Core Economics Knowledge; they can demonstrate
the equivalent of a post-graduate level of competence1 in applied economics; they have the GES
Core Economics Skills; they meet the GES SCS economics competences. They must also meet
the PSG SCS core skills requirements, and provide evidence of experience in more than one of the
three areas of government activity (corporate services delivery, operational delivery and policy
delivery).

                                                CPD standards

Every member of the GES is expected to maintain the GES Economics Core Knowledge and
Skills. At any point in time, everyone will have gaps in their knowledge and so this core is used to
guide continuous professional development. To maintain these competences the GES guideline for
CPD is 100 hours overall with at least 50 hours on economics.

1
  Note that ‘equivalent’ may be through experience or through completing appropriate GES Approved programmes (e.g.
GES Advanced/Specialist ‘M-Level’). DfID requires a Masters qualification for entry, but there is no general GES
requirement for a formal post-graduate award.

                                                                                                     Page 5 of 21
Economic Advisers and above are also expected to gain or maintain the equivalent of a post-
graduate level of competence in an economics specialism determined by the relevant government
department(s). It is good practice for departments to publish and maintain an appropriate syllabus.
Advisors will be expected to continue to develop the PSG core skills (G7), addressing any
development needs, and to develop an awareness of the professional framework relating to the
area of government activity where their post is located. The Professional Expertise for Policy
Delivery Staff G7 framework and the Professional Expertise for Operational Delivery Staff G7
framework can be found further below. The skills highlighted by shading are of particular
importance. If the post is in Corporate Services delivery, the adviser should refer to the relevant
professional framework.

SCS economists are expected to maintain 50 hours economics CPD a year, and to continue to
develop the PSG SCS core skills. They are also expected to acquire all the skills in the
professional framework relevant to the area of government activity where their post is located. The
Professional Expertise for Policy Delivery Staff SCS framework and the Professional Expertise for
Operational Delivery Staff SCS framework can be found on pages 11 and 13 respectively. If the
post is in Corporate Services delivery, the adviser should refer to the relevant professional
framework. Due to GES requirements, some SCS economists may take longer than their policy
colleagues to acquire the full set of skills.




                                                                                        Page 6 of 21
                                          The GES Economics Core

This core was developed from the QAA Subject Benchmarks for Economics to form the GES
threshold of competence in economics2.

Core Economics: Knowledge

This is listed in, and maintained by, the GES Core Economics ‘Update and Refresher’ syllabuses
(H-Level): http://members.ges.gov.uk/resources/207516/refresher_syllabus.pdf (accessible only by
GES members)

There are five core areas:         Macroeconomics
                                   Microeconomics
                                   EU and International Economics
                                   Econometrics and Data
                                   Effective Communication for Economists

Core Economics: Skills

GES members need to demonstrate that they:

     keep abreast of developments in economic theory & practice and can briefly describe different
      methodological approaches
     identify opportunities for economic analysis to make a contribution to policy development and
      appraisal
     can select and apply appropriate economic concepts, use model-based argument and other
      standard techniques to address issues and problems.
     apply economics to offer workable solutions, taking into account opportunity cost and impact
      assessment; incentives; the specific context of policy advice, diversity and distributional
      implications.
     assess the reliability and relevance of evidence and give objective evidence-based advice
     are able to synthesise technical papers
     communicate complex technical ideas and arguments in ways which non-economists can
      readily understand


Guidelines on using Government Economic Service Continuous Professional Development
                              (CPD) Summary Records

The GES recommended guidelines relating to the use of GES CPD records are:

For GES Trawl posts, a GES member’s signed GES CPD Summary Record should be included as
part of the documentation to be submitted. From June 2007 this will be for the past two years, as is
usual for signed performance appraisals (except of course where less than this time has been
served in the GES).

GES CPD Summary Records are to be used as qualitative information only; more hours of CPD
does not mean more CPD. The relevant criterion is the ability to show that one has learnt from
CPD. The CPD Summary Record is ‘merely’ to inform the interview process and to assist the panel
in reaching a judgment on a candidate’s potential for the post in terms of knowledge and
application of economics.

Where GES economists are competing with non-GES members for posts the latter should not be
disadvantaged by not having submitted a GES CPD Summary. But, where CPD is to be weighed
by a panel in reaching its judgment, the GES Summary Record may be used as evidence

2
    See http://www.qaa.ac.uk/academicinfrastructure/benchmark/honours/economics.asp

                                                                                        Page 7 of 21
(according to the criterion above of being able to show learning), as might other forms of evidence
for all candidates.




                                                                                        Page 8 of 21
                           Assistant Economist Recruitment Standards

Economics

The three criteria used for the GES Economic Assessment Centre (EAC) Fast Stream recruitment
are ‘Knowledge, Application and Communication’ of economics.

Knowledge is broadly what a UK honours graduate majoring in economics should know3. All
candidates should have access to the GES core syllabuses and can expect questions from any
part of these syllabuses.

Application is the identification of the relevant economics and its effective use in elucidating real
world issues and evaluating the policy options.

Communication requires good use of English and is particularly focused on the candidate’s
potential for explaining economic outcomes to non-economists.

For a complete specification of the EAC recruitment criteria see the EAC Handbook.


Non-Economic Skills

The Cabinet Office Fast Stream Assessment Team sets the non-economic competences that are
required by all fast stream recruits. These are:

Drive for results
How you plan and prioritise, your ability to solve problems and how you deal with setbacks

Learning and improving
How you learn from your experiences, your adaptability, and how you seek to improve your
performance

Decision-making
Your ability to analyse, to think critically, to take decisions and give advice

Constructive thinking
Your ability to think creatively and to develop innovative solutions

Building productive relationships
Your ability to build productive relationships and achieve goals through these relationships

Communicating with impact
Your ability as a communicator, to influence and negotiate




3
 This is based on the QAA Subject Benchmarks for Higher Education, see paragraph 5 of the GES Learning
and Development Framework below, and assuming at least 50 per cent of time spent studying economics
after the first year of a degree.

                                                                                           Page 9 of 21
                   Economic Adviser (Grade 7 or 6) Recruitment Standards

Economics

GES Economics Core Knowledge:
 Macroeconomics
 Microeconomics
 EU and International Economics
 Econometrics and Data
 Effective Communication for Economists

GES Economics Core Skills:
You will need to demonstrate that you:
 keep abreast of developments in economic theory & practice and can briefly describe different
   methodological approaches
 identify opportunities for economic analysis to make a contribution to policy development and
   appraisal
 can select and apply appropriate economic concepts, use model-based argument and other
   standard techniques to address issues and problems
 apply economics to offer workable solutions, taking into account opportunity cost and impact
   assessment; incentives; the specific context of policy advice, diversity and distributional
   implications
 assess the reliability and relevance of evidence and give objective evidence-based advice
 are able to synthesise technical papers
 communicate complex technical ideas and arguments in ways which non-economists can
   readily understand

Post-graduate capability
Candidates must demonstrate that they are capable of a post- graduate level of competence in any
area of applied economics.

PSG Core Skills
Candidates must demonstrate that they are capable of meeting the PSG core skills:

Analysis & use of evidence
Financial management
People management
Programme & project management




                                                                                    Page 10 of 21
                            SCS Economist Recruitment Standards

Economics

GES Economics Core Knowledge and Skills
A post-graduate level of competence in applied economics (if a department wishes to specify
certain areas of economics for a particular post this must be made clear to candidates from the
outset)

plus

Management of professional economists:
 sets direction for economists in team
 supports economists’ Continuous Professional Development, and leads by example

Management of economics work
 sets direction for economics work programmes
 provides quality control and constructive feedback
 provides technical input as required

Strategic use of economics
 applies knowledge of economics to influence the strategy of the department
 links output of research programmes to policy outcomes
 uses economics to challenge constructively

Communication of economics
 is able to synthesise and present technical arguments from a range of sources both verbally
  and in succinct prose


PSG SCS Core Skills

Analysis & use of evidence
Financial management
People management
Programme & project management
Communication & Marketing
Strategic thinking

PSG Wider Experience
experience in more than one of the three areas of government activity:
 corporate services delivery
 operational delivery
 policy delivery


SCS Leadership Qualities
 Capability
 Direction
 Integrity
 Results




                                                                                      Page 11 of 21
                            PSG Core Skills For All Staff at Grade 7

People Management              Financial                   Project and         Analysis and Use of
                              Management                  Programme                 Evidence
                                                          Management
Understands and           Can describe the           Understands and uses      Identifies and uses
communicates the          organisation’s             PPM techniques,           various sources of
organisation’s            business model and         including risk            evidence [and
priorities, and ensures   identify own               management,               feedback] to support
people’s objectives are   contribution to its                                  outputs
aligned with them         financial objectives

Coaches & develops        Ensures personal           Understands and           Understands the
individuals, & manages    delivery against plan,     contributes to            validity, relevance and
own development           and forecasts              definition and delivery   limitations of different
                          accurately. Sets and       of programme benefits     sources of evidence
                          influences stretching      and business case
                          targets for improving      development
                          the value achieved
                          from resource inputs
                          (people, budget and
                          assets).
Employs a range of        Works confidently with     Plans and delivers        Uses evidence to
appropriate techniques    financial data when        strong relationships      evaluate policies,
to promote equality of    making decisions:          with stakeholders         projects &
opportunity and           interpret trends, issues   ensuring that the         programmes
diversity                 and risks in routine       organization is a
                          and, where                 respected customer
                          appropriate,               and provider
                          investment appraisals.
Recognises and             Leads by example          Understands the           Understands and can
rewards good              when incurring             purpose and use of        interpret the most
performance, & tackles    expenditure and            Peer and OGC              commonly used
poor performance          managing business          Gateway Reviews™          methods for
                          relationships and risks.                             summarising data
                          Promotes and
                          enforces appropriate
                          business rules.
Knows how and when        Engages with finance       Engages with PPM          Engages with
to engage with HR         experts, and knows         experts, and, in          relevant experts to
experts in tackling       when to provide them       acquisition projects,     gather and evaluate
people issues             with routine or            procurement /             evidence
                          exceptional                commercial experts
                          information




                                                                                         Page 12 of 21
                                PSG Core Skills For All Staff At SCS PB1

People           Financial          Project and        Analysis and       Strategic        Comms &
Management       Management         Programme          Use of             Thinking         Marketing
                                    Management         Evidence
Develops         Influences the     Takes              Predicts and       Understands      Uses
team             organisation’s     responsibility     secures            can explain      communicatio
capability in    business           for definition &   appropriate        Ministry’s       ns and
line with        model and is       successful         evidence as a      strategy and     marketing to
business plan    adept at           delivery of        basis for          priorities.      put the citizen
and              communicatin       programme          decisions,                          at the heart of
organisational   g it to internal   benefits           including                           policy
vision           and external       through cost       testing for                         development
                 audiences.         effective          deliverability                      and
                                    measurement        and preparing                       operations.
                                    processes.         for evaluation
                                    Can oversee
                                    development
                                    & delivery of a
                                    viable
                                    business
                                    case.
Coaches &        Plans, agrees      Anticipates,       Links              Understands      Understands
develops         & monitors the     manages and        evidence with      govt.            and uses
individuals      delivery of        monitors           specific           priorities,      cross
and teams for    stretching         programme /        outputs to         wider policy     departmental
high             targets.           project risks,     challenge          environment &    customer
performance      Identifies &       including by       decision-          institutional    segmentation,
                 implements         using market       making, and        constraints.     identifies
                 innovative         knowledge          identifies         Translates       consumer/citiz
                 ways to            and networks       ways to            overall          en needs and
                 improve                               improve its        strategic        understands
                 efficiency &                          quality & use      direction of     the range of
                 effectiveness                                            Dept & Govt      communicatio
                 in the use of                                            as a whole       n channels
                 resource &                                               into effective
                 assets.                                                  delivery of
                                                                          own work
                                                                          area
Champions        Interprets a       Ensures            Champions          Identifies,      Aligns policy
equality &       wide range of      effective          use of a           understands      and delivery
diversity, &     financial          communicatio       variety of tools   and takes        with clear
promotes best    information        ns with            in collecting      account of key   communicatio
practice         (including         stakeholders       and analysing      strategic        ns objectives
                 corporate                             evidence,          drivers          and
                 financial                             balancing          affecting the    measurement
                 reports) to                           needs and          delivery         criteria
                 make                                  concerns of        system,
                 management                            users and          including the
                 decisions.                            suppliers          potential
                 Competent                                                impact of ICT
                 when
                 approving
                 investment
                 appraisals.
Manages          Provides           Ensures OGC        Ensures            Understands      Understands
change           assurance to       Gateway™           deployment of      and deploys a    the wider

                                                                                               Page 13 of 21
effectively      the Board on     reviews are      evidence is      range of         ministerial and
identifying      the              commissioned     consistent       strategic        communicatio
resistance,      achievement      and              with wider       analysis tools   ns agenda
building         of the highest   contributed      government                        across the
engagement       standards of                      requirements                      Ministry and
&                internal                                                            Government
involvement,     controls &
& rewarding      public sector
innovation.      governance.
Works in         Works in         Works in         Works in         Works in         Works in
partnership      partnership      partnership      partnership      partnership      partnership
with HR          with finance     with PPM         with a wide      with internal    with
experts to       experts to       experts to       range of         and external     communicatio
achieve          achieve          achieve          analytical       strategy         ns and
organisation’s   organisation’s   organisation’s   experts to       experts to       marketing
goals            goals            goals            achieve          achieve          experts to
                                                   organisation’s   organisation’s   achieve
                                                   goals            goals            organisation’s
                                                                                     goals




                                                                                         Page 14 of 21
                      Professional Expertise for Policy Delivery Staff at G7

Policy Design        Policy Delivery       Partnership               Strategy       Sector
                                           Working &                 (G7 only)      Knowledge
                                           Stakeholder
                                           Management
Build a team with    Demonstrate an        Ensure my team            Create         Keep up to date
appropriate skills   understanding of      understand and            strategy       with
and inter-           parliamentary         anticipate the needs      using          developments
disciplinary         process , public      of ministers. Influence   evidence       that affect the
working and          accountability,       effectively, as           based best     sector and
involve relevant     and the roles of      appropriate, at EU        practice.      anticipate what
expert individuals   ministers and         level.                                   may affect it in
and                  civil servants                                                 future
organisations in
policy design,
including those
with expertise in
delivery
Design policies      Develop               Ensure my team            Use and test   Understand
that take account    innovative, but       knows how to engage       new            regulatory and
of legal             realistic delivery    effectively with          strategic      other policy
environment, EU      plans (in line with   partners /                tools and      impacts in my
considerations,      RIA                   stakeholders,             frameworks     area
and guidance on      requirements)         understands their
policy/regulatory                          needs and aspirations
appraisal                                  and develops
including                                  appropriate solutions
effective                                  / improvements.
anticipation of                            Creative use of
risk                                       communication
                                           mechanisms to
                                           inform, consult, and
                                           influence partners/
                                           stakeholders
Know who the         Ensure policies,      Develop and               Understand
customers are        programmes and        encourage                 the wider
and their            services stay on      relationships between     strategic
concerns             track and             individuals, teams        environment
                     delivered desired     and business units        and make
                     outcomes              inside in my              appropriate
                     efficiently           organisation and          resource
                                           beyond. Know how          decisions
                                           and when to
                                           contribute to cross
                                           cutting work
Understand           Provide advice                                  Constructive
delivery             on the                                          ly challenge
mechanisms and       presentation and                                existing
demonstrate          implementation                                  strategies
awareness of         of policies that is
what is effective    consistent with
in delivering        the principles
policy outcomes      and mechanisms
on the ground        of accountability



                                                                                          Page 15 of 21
Generate a        Produce              Apply
range of policy   influential advice   lessons
options and       and briefing         learned from
appraise them                          success and
based on the                           failure
evidence




                                                      Page 16 of 21
                  Professional Expertise For Policy Delivery Staff at SCS PB1

Policy Design              Policy Delivery           Partnership Working        Sector Knowledge
                                                     & Stakeholder
                                                     Management
Steer the design of a      Ensure staff              Work with ministers        Identify areas that
range of policies          understand                and their private          need cross-cutting
taking account of legal    parliamentary process     offices to ensure          work and develop
environment, EU            and the roles of          policy meets their         effective solutions
considerations, and        ministers and civil       expectations
guidance on                servants. Influence
policy/regulatory          effectively, as
appraisal                  appropriate, at EU
                           level.

Confirm that advice,       Explain the delivery      Facilitate relationships   Demonstrate an
recommendations and        mechanisms for            with a range of people     awareness of other
actions within my area     policies and how they     across government,         strategies being
of responsibility take     fit with those            the wider public sector    delivered in the sector
account of what is         elsewhere in the          and the EU who will or     and identify
effective in delivering    organisation and          may be affected by         opportunities to work
policy outcomes on         beyond                    issues within my area,     together
the ground                                           and ensure effective
                                                     engagement at EU
                                                     level.


Ensure that teams          Propose realistic,        Develop and                Identify the different
within my area of          innovative and            encourage                  strands of knowledge
responsibility have the    evidence based ways       relationships between      and expertise that
ability to create a        to deliver new            individuals, teams and     need to be drawn on
range of policy            objectives effectively;   business units inside      in addressing issues
options and know how       in line with RIA          in my organisation         in my sector.
to evaluate them,          requirements              and beyond. Know
based on the                                         how and when to
evidence                                             contribute to cross
                                                     cutting work

Apply lessons learned      See delivery as an        Set clear expectations
from success and           integrated part of        of my team to
failure across different   policy development        proactively engage,
policy areas               and ensure my team        support and develop
                           work effectively with     relationships with
                           all parts of the          partners/stakeholders
                           delivery chain


Ensure that my team        Lead the work to          Build and use external
identified and             ensure policies,          networks and media
anticipates risks in       programmes and            to champion
devising policies          services stay on track    departmental or
                           and, where possible,      Agency services and
                           constantly improve        successes




                                                                                            Page 17 of 21
Ensure the                Ensure that there is
establishment of inter-   an effective
disciplinary teams        relationship with
with appropriate mix      delivery partners to
of skills                 monitor delivery




                                                 Page 18 of 21
                     Professional Expertise For Operational Delivery Staff at G7

Customer              Partnership         Organisational      Change               Information and
Service               Working &           Performance         Management           Communication
                      Stakeholder         Management                               s Technology
                      Management
Champion              Ensure my team      Understand the      Am open to           Understand
customer service      understands         strategic           department           drivers and
within team,          partner/stakehold   environment in      change initiatives   constraints for
describing what       er needs and        which the service   and encourage        successful IT
the future looks      aspirations and     is delivered        team to embrace      delivery.
like in terms of      develops                                and contribute
service               appropriate                             where possible
improvements          solutions/
and                   improvements
modernisation
Regularly meet        Develop and         Identify            Evaluate the         Make business
with customers        encourage           information         impact of            and efficiency
(and relevant         relationships       needs and,          changes on the       improvements
staff) to             between             where possible,     business, current    through use of IT
understand their      individuals,        ensure systems      processes and
needs at a local      teams and           are in place to     systems
level and raise       business units      deliver it
awareness of          inside in my
products and          organisation
services
Identify              Raise difficult     Structure           Implement            Broadly
opportunities for     issues with         business unit to    changes              understand the
service               partners/stakehol   deliver key         successfully – on    whole life cost of
improvements to       ders with a view    objectives and      time and on          IT, including
take account of       to positive         obtain and          budget               those costs
customer needs        resolution.         allocate                                 relating to
                                          resources                                ongoing
                                                                                   operation of
                                                                                   systems and
                                                                                   possible future
                                                                                   infrastructure
                                                                                   enhancements
Share and             Develop and use     Ensure              Support my team      Identify and
implement             a variety of        operational         through periods      manage
customer service      communication       continuity and      of change,           business change
best practice with    mechanisms to       resilience          overcoming any       activities required
internal and          inform and          through effective   resistance           to support the
external peers        consult and         risk management                          successful
                      influence                                                    implementation
                      partners/                                                    of new or
                      stakeholders                                                 changed IT
                                                                                   solutions
Meet agreed                               Set targets for
performance                               delivery and
standards for                             ensure team’s
customer                                  delivery against
services                                  them, in excess
                                          of targets where
                                          possible
                                          Manage delivery
                                          of internal

                                                                                          Page 19 of 21
Customer   Partnership   Organisational      Change       Information and
Service    Working &     Performance         Management   Communication
           Stakeholder   Management                       s Technology
           Management
                         projects,
                         ensuring delivery
                         to plan and
                         budget




                                                                Page 20 of 21
              Professional Expertise for Operational Delivery Staff at SCS PB1

Customer Service         Partnership Working      Performance                 Information and
                         & Stakeholder            Management –                Communications
                         Management               Organisational              Technology
Implement systematic     Set clear expectations   Promote a culture of        Use knowledge of
customer feedback        of my team, and          delivery across the         technology and
processes and act on     support them, to         organisation, seeking       industry trends to
feedback to ensure       proactively engage,      and using best              make informed
systems and              support and develop      practice from other         decisions
standards meet           relationships with       organisations
customer needs           partners/stakeholders
Deliver first class      Provide ministers with   Make use of                 Effectively perform the
customer service         realistic advice about   organisational              role of senior
characterised by         the likely               knowledge and               responsible officer or
standards set in         consequences of          interpret information       sponsor for ICT
Chartermark [or          policy proposals         to identify trends and      projects
equivalent]                                       set delivery strategy
Develop strategies for   Champion partner         Develop                     Identify situations in
ensuring widespread      concerns within my       organisational              which outsourcing of a
understanding of         organisation and         structure and               business or IT
product/service          champion our             accountabilities to         function might be
                         concerns with            support delivery            appropriate and
                         partners                 agenda and remove           provide high-level
                                                  obstacles to cross-         management of
                                                  boundary working            outsourcing process
                                                                              and/or manage the
                                                                              selection process for
                                                                              external vendors
                         Build and use external   Develop and agree           Where appropriate,
                         networks and media       the resource horizon        develop knowledge
                         to champion              through SR                  management
                         departmental or          negotiations                systems/
                         Agency services and                                  departmental intranet
                         successes                                            systems to support
                                                                              performance and
                                                                              change management

                         Manage stakeholder       Ensure organisational
                         expectations             business continuity
                                                  and resilience through
                                                  effective risk
                                                  management
                                                  Ensure teams
                                                  understand and use
                                                  risk, issue and quality
                                                  management
                                                  processes
                                                  Accept accountability
                                                  for delivery of portfolio
                                                  of workstreams and
                                                  empower workstream
                                                  owners to deliver




                                                                                          Page 21 of 21

						
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