Public Services and Procurement Canada
Client service competency

Level 1: Delivers high-quality client service

Behaviours required to effectively respond to diverse client needs and maintain positive relationships with clients.

• Listens actively to clients, demonstrates an understanding of diverse client needs and fosters effective two-way communication.
• Communicates with clients in a timely manner to provide necessary information and services and to identify potential issues.
• Gathers information and consults appropriate parties, when needed, to follow up on client requests.
• Resolves client service issues, including urgent ones, in a timely manner.
• Follows applicable government policies, regulations and procedures impacting client service.
• Demonstrates an understanding of own roles and responsibilities, and those of other parties involved in providing client services.
• Prioritizes own work to meet client needs within agreed and sometimes tight timelines.

Level 2: Ensures high-quality client service

Behaviours required to handle complex and sensitive service issues and improve service execution, delivery and outcomes.

• Mobilizes staff and resources to meet strategic goals and organizational objectives linked to client service.
• Plans work and allocates project resources efficiently to support client service strategies.
• Shows flexibility in negotiating mutually beneficial solutions with clients while complying with relevant policies, regulations and procedures.
• Adapts activities as required to provide effective services and ensures that the changes are well understood by clients.
• Seeks feedback from clients to improve the quality and efficiency of services.
• Ensures that service standards and performance measurement systems are aligned with client service strategies.
• Works collaboratively with other sectors to provide integrated services to clients.

Level 3: Fosters high-quality client service

Behaviours required to develop effective client service strategies and partnerships to sustain client service excellence and sound stewardship in the long term.

• Leads others in developing a strong client service culture that reflects accountability and transparency at all levels of the organization.
• Gives guidance and constructive feedback to those involved in delivering service and supports learning opportunities to improve client service skills.
• Creates opportunities to communicate the added value of Public Works and Government Services (PWGSC) and the strengths of its services.
• Develops strategies and action plans that reflect an in-depth understanding and assessment of client service issues and associated risks.
• Recommends sound strategic directions and new service offerings to meet and anticipate future client service needs.
• Seeks buy-in from senior management and appropriate parties in order to support service initiatives.

Builds strong service networks with clients and partners by establishing long-term, mutually beneficial relationships.