Service Management
Demonstrate and apply the knowledge of key service management processes to monitor and evaluate resource management, strategic plans, as well as the role of citizens in service delivery.
Type
Functional
Competency Area
Citizen Service
Levels
Understands key processes in service management
Understands the key processes tied to service management (leadership, resource allocation, strategy planning, etc.)
Recognises the importance of citizen involvement in service delivery
Comprehends the role of resource management in service delivery
Supports the team on strategy planning and management for service delivery
Demonstrates knowledge across service management processes
Supports the creation of workflows to track service management processes
Encourages citizen involvement in service delivery through formal/informal channels
Documents how resources are used towards service delivery (financial and otherwise)
Defines the role of internal and external stakeholders in service delivery
Adapts and monitors service management processes
Identifies and uses online softwares to create workflows for service management process
Adapts service delivery processes to citizen needs and expectations
Monitors the use of resources in service delivery
Develops strategic roadmaps for stakeholders involved in service delivery
Streamlines service management
Streamlines the use of online softwares in creating workflows for service management processes
Promotes a cross-cultural understanding in the design and delivery of service
Establishes internal processes to oversee the use of resources in service delivery
Communicates with a range of stakeholders involved in service delivery, particularly in difficult situations