Service Orientation
Identify, establish, and streamline citizen needs and expectations to ensure service quality and address any issues that might come up.
Type
Functional
Competency Area
Citizen Service
Levels
Understands the basics of service orientation
Documents citizens’ needs and expectations and towards a service
Aware of all the information a citizen needs towards a particular service
Communicates with citizens to identify their issues
Understands the citizen profile for various types of services
Gathers information on best practices for evaluating service quality
Identifies service standards and quality
Determines what service to provide, based on citizens needs and expectations
Provides citizens with all the information they need for a service
Describes the appropriate persons/sources a citizen can refer to for issues
Identifies the standards required for various types of services
Supports the development of tools and techniques that are used for evaluating service quality
Streamlines citizen expectations
Establishes mutual expectations with citizens to ensure service satisfaction
Encourages citizen participation through different mediums (online and offline)
Addresses citizen issues in a timely manner, through appropriate persons/sources
Streamlines the expectations citizens are entitled to hold, in terms of services
Applies tools and techniques to evaluate service quality