CORE
COMPETENCIES
PROFESSIONAL PATHWAYS / TECHNICAL COMPETENCIES
CORE VALUES
GOJ
Competency
Model
Providing a Quality Service

Create and sustain a culture of service excellence, where every activity is a means to an end i.e., providing the highest quality of services that make a big difference to the quality of life of the citizens of Jamaica.

Sub-competencies include, but are not limited to:

  • Knowledge of government and regulatory guidelines
  • Business knowledge
  • Interpersonal skills
  • Systems thinking
  • Knowledge of organisational metrics/analytics/business indicators
  • Strategic agility (able to continuously adapt and adjust to the environment)
  • Social awareness
  • Management of strategic and commercial partnerships
  • Data gathering and analysis
Professional Bands
BAND 1
  • Understands and responds appropriately to the needs of customers/citizens and suppliers.
  • Keeps customers informed of progress and seeks feedback to ensure their needs are met.
  • Challenges goods and services which do not meet minimum quality standards.
  • Checks to ensure suppliers and partners provide relevant and timely data to monitor services.
  • Supports and enforces a culture of quality customer service in the MDA.
  • Identifies and responds quickly to customer needs.
  • Resolves customer issues in a timely fashion.
  • Recognises and takes action when deliverables and/or services derived from a commercial arrangement are not being delivered to the required quality level or standard and takes appropriate action.
  • Engages staff members in improving outcomes for customers.
  • Identifies customer/stakeholder needs and implements solutions.
  • ) Connects and collaborates with relevant stakeholders across the MDA.
  • Seeks opportunities to engage internal and external parties to improve outcomes for customers.
  • Implements systems, processes and programmes to respond to customer needs.
  • Considers and applies stakeholder input when developing strategies or initiatives.
  • Works with various employees across MDAs to address mutual issues and concerns.
  • Interacts confidently as an intelligent and highly credible customer with counterparts from commercial organisations and experts.
  • Considers alternative ways of working with partners and contractors to identify more efficient outcomes, balancing cost, quality and turnaround times
  • Initiates and develops partnerships with customers to define and evaluate the performance and outcomes of the MDA.
  • Identifies and incorporates the interests and needs of customers in business plans and the implementation of strategic objectives.
  • Promotes a strong focus on the needs of customers, suppliers and other delivery partners to develop new commercial models for the achievement of the goals of the MDA.
  • Works effectively with different GOJ partners, such as private contractors and voluntary groups, to determine, agree and source solutions to achieve the MDA’s goals.
  • Creates a culture that embraces highquality customer service across the MDA, ensuring that management systems and processes drive service delivery and outcomes.
  • Ensures that responsiveness to customer needs is central to the organisation’s planning and review processes.
  • Influences government policy and proposed regulation.
  • Creates a culture of achievement, fostering on-time and on-budget quality outcomes in the MDA.
Return to Performance Driven Cluster
Performance Driven Cluster
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Ensuring Value for Tax Payers' Money
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Providing a Quality Service
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Demonstrating Commercial and Business Mindset
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