Page 8 - CSCF Document

ABOUT THE CUSTOMER SERVICE

COMPETENCY FRAMEWORK (CSCF)

The CSCF is designed for PUB officers who deliver customer service and interface with our
customers to:

Articulate the desired competencies (knowledge, skills and behaviours) required of an
officer.

Develop a structured training and development plan to equip our officers with the required
customer service competencies.

A Whole-of-Government Service Delivery Competency Framework was developed in 2015 by the
Public Service Division, Civil Service College to strengthen service delivery capabilities in the
Public Service, and develop a common language for service capability development. The PUB
CSCF was contextualised from this framework for officers delivering customer service, including
the following departments (and units):

1
1. Catchment & Waterways (CW) ,
2. Deep Tunnel Sewerage System 2 (DTSS2) 2
3
3. Sustainability Office (SO) ,
4. Water Reclamation Network (WRN),
4
5. Water Supply Network (WSN) ,
5
6. Water Systems Unit (WSU) ,
6
7. Water Quality Office (WQO) and
8. Corporate Development Department (CDD)’s Service Excellence (SE) Division

1
Excludes ‘Electrical, Mechanical & Instrumentation’ and ‘Water Quality Management & Modeling’ divisions, and the following branches/sections –
‘Hydrology & Hydraulic Modelling’ (Drainage Planning), ‘Policy & GIS’ (Drainage Planning), ‘Finance & Asset Management’ (Drainage Operations) and
‘MB/RWPS/MRRS Maintenance’ (Marina Barrage).
2
Applies to ‘Conveyance’ division only.
3
Applies to ‘Urban Liveability’ division only.
4
Excludes ‘Network Optimisation’ and ‘Planning & Process Development’ divisions, and the following branch/ section – ‘Design’ (Network Design &
Construction) only.
5
Applies to ‘Building Plan Unit’ only.
6
Applies to Water Investigation Team and ‘Water Sampling & Monitoring’ branch only.

5 | CUSTOMER SERVICE COMPETENCY FRAMEWORK