Aberdeen City Council Capability Framework

Level 4

To do this effectively each of us needs to:

  • Understand our purpose and direction so that we’re clear what we’re trying to achieve and can focus our priorities on achieving that purpose
  • Understand and manage demand – know where the demand on our services’ time and resources comes from and think about how best to manage this demand so we make best use of our resources
  • Take a customer-centric approach which puts our customers at the heart of what we do 

BEHAVIOURS

What this looks like when we're at our best ...

  • We value people’s voices which means we listen, seek to understand and then act
  • We look at the bigger picture – we focus on what matters for the city of Aberdeen
  • We step back and ask ‘why’ – we don’t keep doing the same things and expecting a different outcome
  • We look for how technology can take us forward, but we also know when the human touch is needed
  • We act with integrity – we show moral courage – we do the decent thing

What this looks like when we're at our worst...

  • Knowing something is rubbish or wasteful but doing it anyway
  • Not listening or ignoring people’s needs
  • We know best – ‘ivory tower’ thinking 
  • Being careless with data, resources, time or people
  • Acting on personal preference or assumptions rather than facts

KNOWLEDGE

Understanding the Council's purpose and direction

I understand 

  • How the organisation can work with partners to support improved outcomes for the people, place and economy

SKILLS

Understanding the Council's purpose and direction

I show I can 

  • Set the strategic vision for the organisation and inspire others to deliver this

Understanding and managing demand

I understand

  • The volume, nature and costs of demand on my service, the council and its partners

Understanding and managing demand

I show I can 

  • Work with partners and suppliers to design integrated solutions and find opportunities to reduce demand 
  • Design services so that they consolidate their activities based on customer needs 
  • Lead the co-design of services with partners, customers and staff

Taking a customer-centric approach

I understand 

  • The principles of behavioural economics

Taking a customer-centric approach

I show I can 

  • Balance the need for a consistent approach to service delivery with the unique needs of different customer groups 

Click into each Guiding Principle below to explore what's needed from all our level four employees​

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