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WORK COLLABORATIVELY

WITH STAKEHOLDERS

Officers with this competency do not allow boundaries to limit their ability to solve problems for
customers. They are able to work closely with fellow PUB officers across different departments,
and form networks across agencies to achieve shared goals and outcomes for customers. At
the higher levels, officers build a collaborative culture where staff will see themselves as part
of a larger service value chain.

Foundation Intermediate Advanced Leadership

Work collaboratively with Motivate staff to work Establish relationships with Proactively create, maintain
internal departments, collaboratively with internal a range of stakeholders and promote a strong
partners and other and external stakeholders and actively involve network of connections
agencies to resolve to meet customer’s needs them to secure mutually with colleagues across
complex queries beneficial outcomes PUB, wider WOG and with
Proactively seek stakeholders to create
Prevent recurring issues information, resources Manage inter-agency long-term benefits for
through peer sharing or and support from others tensions, arising from inter- customers
collaboration outside own immediate agency coordination issues
team in order to help on the ground Identify areas where
achieve results partnerships can be
Proactively work with leveraged to complement
Build networks with partners to manage skills of workforce (e.g.
relevant external customer’s expectations of PROs complement ground
stakeholders (e.g. PUB’s work upstream engineers’ technical skills)
contractors, grassroots
advisors, Town Councils, Spot issues with impact View vendors as key
Licensed Plumbers to PUB that require partners and engage
and other government collaboration within the them to improve service
agencies) to resolve organisation to resolve satisfaction (e.g. holding
customer’s queries that (e.g. provide coordinated regular sessions to share
require multi-stakeholder reply) best practices)
efforts or inputs
Drive and contribute
(e.g. effort, time) to WOG
outcomes, even if PUB is
not the clear owner of an
issue.
Build an collaborative
culture where staff will
see themselves as part
of a larger service value
chain, leading to customer
centricity

CUSTOMER SERVICE COMPETENCY FRAMEWORK | 22