eservices management core competencies

Core Competency Framework

Version: 4

Programme, Project and Change Management

e-Capacity Building ProgrammeSupported by the Office of the Deputy Prime Minister

Core Competency Framework

Contents

1 Core Competency Framework -------------------------------------------------------------------------------------- 4

1.1 What do we mean by Competencies? .......................................................................................................41.2 Why a Framework? ....................................................................................................................................41.3 What it Contains ........................................................................................................................................4

2 Overview of the Competencies ------------------------------------------------------------------------------------- 6

Table 1 ............................................................................................................................................................6

3 How the Framework can be applied to Different Functions -------------------------------------------------- 9

Table 2: The Importance of the Competencies to Different Functions .........................................................10

4 Competencies and Illustrative Behavioural Indicators ------------------------------------------------------- 13

Item 1 in Table 2 - Leading and Setting Direction ........................................................................................13Item 1.1 in Table 2 - Envisioning the future ..............................................................................................13Item 1.2 in Table 2 - Organisational awareness .......................................................................................13Item 1.3 in Table 2 - Communicating a vision and generating commitment............................................15Item 1.4 in Table 2 - Strategy development and implementation .............................................................16Item 1.5 in Table 2 - Working in partnership with others ..........................................................................18Item 1.6 in Table 2 - Working with governance arrangements .................................................................19

5 Competencies and Illustrative Behavioural Indicators ------------------------------------------------------- 20

Item 2 in Table 2 - Focusing on Outcomes for Customers and Citisens ......................................................20Item 2.1 in Table 2 - Understanding customers and citisens ...................................................................20Item 2.2 in Table 2 - Getting the basics right............................................................................................21Item 2.3 in Table 2 - Process improvement..............................................................................................23Item 2.4 in Table 2 - Employing information .............................................................................................24...................................................................................................................................................................245.1.1 Item 2.5 in Table 2 - Performance and quality management...........................................................25Item 2.6 in Table 2 - Implementing new systems .....................................................................................26Item 2.7 in Table 2 - Delivering excellent services to customers .............................................................28

6 Competencies and Illustrative Behavioural Indicators ------------------------------------------------------- 29

Item 3 in Table 2 - Engaging others and Managing Transactions ...............................................................29Item 3.1 in Table 2 - Achieving influence ..................................................................................................29Item 3.2 in Table 2 - Creating readiness for change ................................................................................30Item 3.3 in Table 2 - Making things happen .............................................................................................31Item 3.4 in Table 2 - Managing transaction ..............................................................................................32Item 3.5 in Table 2 - Organisational development....................................................................................33

7 Competencies and Illustrative Behavioural Indicators ------------------------------------------------------- 34

Item 4 in Table 2 - Delivering Programmes of Change ................................................................................34Item 4.1 in Table 2 - Programme management........................................................................................34Item 4.2 in Table 2 - Developing a business case ....................................................................................35Item 4.3 in Table 2 - Project initiation .......................................................................................................36Item 4.4 in Table 2 - Project implementation ............................................................................................37Item 4.5 in Table 2 - Realising benefits and managing risks ....................................................................38Item 4.6 in Table 2 - Procurement and managing contracts ....................................................................39

8 Acknowledgements -------------------------------------------------------------------------------------------------- 409 Document History ---------------------------------------------------------------------------------------------------- 40

Published by:e-Capacity Building Programme, Office of the Deputy Prime Minister and the LondonBorough of Lambeth.

Version: 4

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