Learning and development in operational delivery

Operational delivery profession curriculum

The new standards outlined in the competency framework give you clear goals and objectives to deliver great customer service. Helping you to achieve these goals is just as important as setting the right standards.

One of the priorities for the operational delivery profession is providing you with the right support to identify and build on your professional learning and development. That is why we are developing an operational delivery profession curriculum. This curriculum contains learning products that are relevant to everyone working in the profession, irrespective of the department or agency they work in. The courses seek to complement not replace the learning and development opportunities offered by the civil service common curriculum, or any specific or technical learning available to you from your department or manager.

A number of learning products are now live on the Civil Service Learning Portal and we continue to work with departments to build on the curriculum. The curriculum includes an induction package to introduce you to the profession and help you understand the benefits of being part of a professional group. You should complete this induction package before attempting the other modules. Further products will be developed and added to the CSL portal as they are ready – please visit the portal and talk to your line manager about which learning is best for you.

We aim to have 80 per cent of the curriculum online by April 2012.

Qualifications for operational delivery

There are a number of existing customer service qualifications outside of the public sector.  However, the profession is developing qualifications specifically for the Civil Service to reflect the professional standards relevant to our operational delivery environment. So far we have launched two qualifications:

  • A Certificate/Diploma in Public Service Administration (Debt Management) at level 2. This was launched in 2010 and so far over 80 people from DWP and HMRC have undertaken the qualification.
  • A Diploma in Public Services Operational Delivery at level 2. This covers all three strands of the profession (face-to-face, processing and contact centres). Approximately 700 people undertook this qualification in 2011-12. More than 100 people from across government came together to celebrate gaining the Diploma at  an event in London on 3 May.

For further information on these qualifications in your department, contact:

If you department is not listed, please contact the Operational Delivery Profession Champion in your organization -Department Heads of Operational Delivery Profession [Word, 36kb]