Client service competency

Client service competency: levels

Public Works and Government Services Canada (PWGSC) employees are committed to delivering high-quality services and programs that meet the needs of federal organizations and Canadians, and to building a strong client service culture.

They understand their own roles and responsibilities and those of others involved in providing services, and take ownership of client service issues. They maintain collaborative relationships with clients through effective and timely communication. They develop the knowledge and skills required to provide effective services and contribute to the achievement of service standards. They continually strive to improve service and increase efficiency and client satisfaction. They follow government policies, regulations and procedures in order to ensure sound stewardship on behalf of Canadians.

Level 1: Delivers high-quality client service

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

Level 2: Ensures high-quality client service

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

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.

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