Page 9 - CSCF Document

COMPETENCIES AT A GLANCE

Organisational Service competencies apply to all PUB officers who deliver customer service and
interface with our customers. They also form the foundation of what service officers need to
know and are able to do according to the service delivery expectations. These competencies
would complement the officers’ technical competencies required to perform their jobs e.g.
Engineering competencies for CW, WSN and WRN officers.

In addition, Service Planning and Contact Centre competencies specific to job roles/ functions
were identified for staff from CDD-SE and WSN-PUB One respectively. Officers are expected to
develop these competencies, in addition to their Organisational Service competencies.

5
3
4
WRN
CW 1 DTSS2 2 1. Take Customer’s Perspective to Resolve Issues WQO 6 CDD-SE
SO
WSU
WSN
ORGANISATIONAL SERVICE COMPETENCIES 2. Deliver Efficient Service Operations
3. Build Emotional Resilience

4. Serve with Authority
5. Work Collaboratively with Stakeholders
6. Partner Customers for Longer Term Interest

CDD-SE WSN-PUB ONE

1. Develop Service Strategies, Guidelines and 11111
SERVICE PLANNING COMPETENCIES dfffffffChange Initiatives CONTACT CENTRE COMPETENCY Manage Contact Centre

2. Design Customer Experiences
3. Use Data Analytics for Service Improvement
4. Uphold Service Quality and Standards
5. Build a Service Culture

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.

CUSTOMER SERVICE COMPETENCY FRAMEWORK | 6