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USE DATA FOR SERVICE IMPROVEMENT

Officers with this competency manage service data, understand what is required to analyse it
and where to obtain the necessary expertise and resources. At the higher levels officers draw
insights from the analysis and use it to influence PUB service policies.

Foundation Intermediate Advanced Leadership

Collate, gather and track Apply advanced data Knowledge on latest Knowledge of the resources
service data analytics tools to developments in service available across the
analyse service data data analytics agencies for data analytics
Apply basic analysis of (e.g. dashboard to better
cases to identify top visualise trends over time) Identify types of analytics Develop propositions or
categories of and reasons efforts required and solutions to meet service
for escalated feedback Integrate findings from identify the right types of research needs at PUB or
various data sources expertise needed for data WOG level
Create presentations to and analytical tools analytics
communicate findings on and visualise service Apply customer intelligence
service quality KPIs for key performance Summarise and articulate to influence policy making
stakeholders key hypothesis to
Perform key driver analysis test understanding of
or root cause analysis customers’ needs and
to narrow down specific expectations
problems
Piece multiple analysis
together to form integrated
perspective of customer
insights and service
performance

Analyse data to optimise
resources (e.g. mining call
centre records and using
IVR to divert calls that do
not belong to PUB)

29 | CUSTOMER SERVICE COMPETENCY FRAMEWORK