People First / Citizen Centricity
Passion for serving people with special care for the marginalised and disadvantaged. Being approachable, welcoming, caring and rising above bias while interacting with people. Aligns public needs with organizational objectives and takes into account impact on citizens before taking any decision.
Type
Behavioural
COD
Department of Personnel and Training DoPT
Levels
Basic
Seeks information regarding the needs of the public, specially of the marginalized and disadvantaged
Responds to any public inquiries within the given timeframes
Aims to address all the issues of the citizens in an unbiased manner
Proficient
Responds promptly and with accuracy to any public queries
Is accessible to all citizens and seeks their feedback on new policies
Ensures there are mechanisms in place to capture public feedback and implement it
Understands issues from others’ perspective, particularly the disadvantaged
Advanced
Involves a diverse range of staff members, stakeholders, and partners while creating any new policies to ensure all possible opinions are taken into account
Is a role model of positive community service
Proposes new, innovative & easy to implement methods of identifying needs of all sections of society and meeting them
Tracks global trends & best practices that can be implemented for providing best possible service to citizens
Monitors the execution of feedback taking mechanism and the implementation of citizen feedback
Expert
Ensures multiple mechanisms are in place to obtain insights from the community
Cultivates relationships with relevant stakeholders from the public to validate usefulness of executed policies & services
Monitors quality of services being implemented
Clearly communicates broad range of community requirements in the Department
Elicits employees' commitment to serve the public good
Works across the Government to deliver best quality service, with a strong focus on the marginalised and disadvantaged
Promotes a culture focussed on serving the larger public to the best of the ability