New learning opportunities for Operational Delivery Professionals put the spotlight on excellent customer service

A range of new professional qualifications for operational delivery staff will help develop a more skilled, unified Civil Service and meet growing public expectations for high-quality public services.

Operational Delivery Profession Logo

Launched today, the qualifications, have been developed with, and are accredited by, the Chartered Management Institute. They focus on the skills gaps identified in April 2013 by the Civil Service Capabilities Plan as part of the Government’s Civil Service Reform programme.

With 280,000 people working in it, the Operational Delivery Profession makes up 70 per cent of the Civil Service. It ensures that citizens get the services and protection they need. The profession includes people who process visas or driving licences, check passports, work in courts and prisons, consular offices abroad, help people find jobs, make sure our food is safe to eat, and bring in tax.

Around 150 volunteers from different departments and in different parts of the country have been involved in developing the new qualifications. These qualifications will build the knowledge, skills and behaviours to address the priority capability gaps – commercial, project delivery, digital, and change leadership. The overarching aim is to achieve excellent customer service.

Professionalisation is a key plank of Civil Service Reform. The Operational Delivery Profession recently became the first profession to develop its own Capabilities Plan, which complements the Civil Service Plan.

“To win the global race we need a Civil Service that delivers the best for Britain. The qualifications being launched today will not only develop the capabilities of civil servants in the Operational Delivery Profession but will help improve the public services on which we all rely.”

Minister for the Cabinet Office Francis Maude

“Developing the skills of civil servants is fundamental to Civil Service Reform, which is why I am pleased to see the introduction of these qualifications. They build on our Capabilities Plan and will help to create the modern, efficient, responsive Civil Service that the country expects and deserves – digital by default and putting the needs of the user first.”

Head of the Civil Service Sir Bob Kerslake