Aberdeen City Council Capability Framework

Level 1

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 


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
  • Customers are not a number – we care and show empathy – we support the most vulnerable and encourage the most able

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


Understanding our purpose and direction

I understand

  • Our purpose as a Council 
  • What an outcome is
  • Our responsibility for improving outcomes for the people of Aberdeen and how my role contributes to this


Understanding our purpose and direction

 I show I can
  • Support others to understand our purpose

Understanding and managing demand

I understand

  • What is meant by customer demand and what it means to actively manage demand
  • How the service I deliver meets customer demand
  • What prevention and early intervention are

Understanding and managing demand

 I show I can
  • Guide and signpost customers to support for self-help and self-serve where appropriate

Taking a customer-centric approach

I understand

  • Who my customers are
  • How to identify opportunities for customers to self-help and self-serve

Taking a customer-centric approach

 I show I can
  • Listen to my customers and understand their needs
  • Ask ‘why’ questions to get to the root of customers’ problems or issues
  • Interact effectively with customers showing empathy and understanding

Click into each Guiding Principle to explore all the knowledge, skills and behaviours required of level one employees

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