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Service Focus

General Competency

Definition

Service Focus implies a desire to identify and serve stakeholders/clients, who may include the public, co-workers, other branches/divisions, other ministries/agencies, other government organizations, and non-government organizations. It means focusing one’s efforts on discovering and meeting the needs of stakeholders/clients.

Behavioural Scales

Level 1

  • Understands who the clients are in their area.
  • Follows through on client inquiries, requests, and complaints in a timely manner.
  • Advises clients about status of issue or progress of projects.
  • Keeps customers/clients up-to-date about progress of projects. 

Level 2

  • Maintains clear communication with clients regarding mutual expectations and monitors client satisfaction.
  • Distributes helpful information to clients.
  • Ensures professional and courteous service. 

Level 3

  • Takes personal responsibility for providing excellent service quality.
  • Makes clients and their needs a primary focus of actions.
  • Corrects problems promptly, without being defensive. 

Level 4

  • Supports others to take personal responsibility to deliver excellent customer service.
  • Effectively represents the needs and interests of the client.
  • Understands the client’s issues and seeks information about their current and future requirements.
  • Is accessible and models prompt, attentive service. 

Level 5

  • Defines a client service vision and how it strategically fits within the organization.
  • Sets the climate and creates a culture to attain client focused outcomes, (i.e. performance management, resource allocation etc.).
  • Knows the customer's/client’s issues and/or seeks information about the real underlying needs of the customer/client, beyond those expressed initially.
  • Matches these to available (or customized) services. 

Level 6

  • Clearly articulates a ministry vision that supports a client focused workforce.
  • Aligns the organizational structure and management processes to support the client vision.
  • Demonstrates personal commitment to the client service vision through own actions and attitudes.
  • Works with a long-term perspective in addressing a customer’s/clients problems.
  • Acts as a trusted advisor; becomes involved in customer’s/clients decision-making process.