Operational
Delivery
Profession
Handbook
1 4 Progression in ODP 29
CONTENTS
Head of Profession welcome 3
Talent 30
Welcome from the team 6
Biographies 32
Career Pathways 33
2 Our people 7 5 Surge and Rapid Response Team 37
Our offer to you 9
3 Developing you 14 6 Be a part of our Community 38
Events 39
Learning 15
Contact us 40
Learning Map 16
Qualifications 17
Apprenticeships 27
1 4 Progression in ODP 29
CONTENTS
Head of Profession welcome 3
Talent 30
Welcome from the team 6
Biographies 32
Career Pathways 33
2 Our people 7 5 Surge and Rapid Response Team 37
Our offer to you 9
3 Developing you 14 6 Be a part of our Community 38
Events 39
Learning 15
Contact us 40
Learning Map 16
Qualifications 17
Apprenticeships 27
Sir Jonathan Thompson John Manzoni
Head of Operational Delivery Profession, Permanent Secretary and Chief Executive of the Civil
WELCOME
Chief Executive Officer and First Permanent Service - Cabinet Office
Secretary of Her Majesty's Revenue and Customs
“Operational Delivery colleagues help make this ‘A Brilliant Civil
"I absolutely understand and champion the vital role that Service’. You are often the face of the Civil Service, and so it
Operational Delivery colleagues play in the effective running is vital that we have the expertise throughout the Operational
of Government. Our members deliver exceptional services to Delivery Profession to ensure that our policies are designed
citizens to help keep our country running. and implemented in a way that helps us continue to be one of
the world leaders in public service.
You are the face of Government and I am reminded each and
every day about the impact that we have on citizens’ experience You should be justifiably proud of the work you do and the
of government. Our Profession is here to help you develop, impact on millions of citizens across the UK. The profession
progress and engender a real sense of community.
gives you the chance to develop and progress and I urge you to
I am immensely proud to be your Head of Profession”. take advantage of all that it offers”.
Sandra Aston
Head of Operational Delivery Profession Central
Team
"I’ve worked in operational delivery all of my career, starting
as a casual AA when I left school and now I lead the team that
helps to develop the Operational Delivery Profession across
government.
I am proud to be part of the largest profession in the Civil
Service that supports the delivery of quality services to
customers each and every day”.
3 4
Sir Jonathan Thompson John Manzoni
Head of Operational Delivery Profession, Permanent Secretary and Chief Executive of the Civil
WELCOME
Chief Executive Officer and First Permanent Service - Cabinet Office
Secretary of Her Majesty's Revenue and Customs
“Operational Delivery colleagues help make this ‘A Brilliant Civil
"I absolutely understand and champion the vital role that Service’. You are often the face of the Civil Service, and so it
Operational Delivery colleagues play in the effective running is vital that we have the expertise throughout the Operational
of Government. Our members deliver exceptional services to Delivery Profession to ensure that our policies are designed
citizens to help keep our country running. and implemented in a way that helps us continue to be one of
the world leaders in public service.
You are the face of Government and I am reminded each and
every day about the impact that we have on citizens’ experience You should be justifiably proud of the work you do and the
of government. Our Profession is here to help you develop, impact on millions of citizens across the UK. The profession
progress and engender a real sense of community.
gives you the chance to develop and progress and I urge you to
I am immensely proud to be your Head of Profession”. take advantage of all that it offers”.
Sandra Aston
Head of Operational Delivery Profession Central
Team
"I’ve worked in operational delivery all of my career, starting
as a casual AA when I left school and now I lead the team that
helps to develop the Operational Delivery Profession across
government.
I am proud to be part of the largest profession in the Civil
Service that supports the delivery of quality services to
customers each and every day”.
3 4
Exceptional Welcome to the Operational
Delivery Profession (ODP)
delivery for You are part of the largest Collectively, we have a really big We help you to progress and
profession in government.
voice, we have around a quarter
become leaders of the future by
offering ways to advance your
of a million members, across 29
career.
departments, helping millions of
As a member of ODP, you are
customers.
often the public face of public
citizens. service. If you don’t have a role And we do what we do well. We And that’s not all. We also help
departments to find the most
delivering direct to the public, you
are respected across government
talented amongst you, to make
support those that do.
sure our best people are in the
for the vital role we play in the
right place at the right time.
delivery of public services.
In both cases, you make a real
difference to people’s lives and
make government policies,
strategies and plans a reality. How does the profession help Our Community
you?
As a member of the largest
Our profession is committed to Being part of our profession helps professional community in
continually investing in your: you develop, progress and feel government, you are able to
part of a thriving community; develop conversations both within
- Development; helping us to achieve our vision and across departments, so you
- Progression; and of role-modelling exceptional can share your knowledge and
- Sense of community. Operational Delivery. experience and learn from others.
So what makes this profession We can help you develop at any This helps our profession to
special? stage of your career. Whether you continuously improve and gives
are looking at progressing or want you more opportunities to think
Well, simply put, people are our to learn new skills to help deliver about how you can develop your
thing. even better customer service in career here in ODP.
your existing role, we can help.
Whether you call them customers, This handbook has been
claimants, citizens or colleagues. developed to showcase
everything that your profession
Whether you deal with them can offer you.
directly or indirectly and whether
they are individual or business.
We deliver for people.
We understand them, help them
and support them.
5 6
Exceptional Welcome to the Operational
Delivery Profession (ODP)
delivery for You are part of the largest Collectively, we have a really big We help you to progress and
profession in government.
voice, we have around a quarter
become leaders of the future by
offering ways to advance your
of a million members, across 29
career.
departments, helping millions of
As a member of ODP, you are
customers.
often the public face of public
citizens. service. If you don’t have a role And we do what we do well. We And that’s not all. We also help
departments to find the most
delivering direct to the public, you
are respected across government
talented amongst you, to make
support those that do.
sure our best people are in the
for the vital role we play in the
right place at the right time.
delivery of public services.
In both cases, you make a real
difference to people’s lives and
make government policies,
strategies and plans a reality. How does the profession help Our Community
you?
As a member of the largest
Our profession is committed to Being part of our profession helps professional community in
continually investing in your: you develop, progress and feel government, you are able to
part of a thriving community; develop conversations both within
- Development; helping us to achieve our vision and across departments, so you
- Progression; and of role-modelling exceptional can share your knowledge and
- Sense of community. Operational Delivery. experience and learn from others.
So what makes this profession We can help you develop at any This helps our profession to
special? stage of your career. Whether you continuously improve and gives
are looking at progressing or want you more opportunities to think
Well, simply put, people are our to learn new skills to help deliver about how you can develop your
thing. even better customer service in career here in ODP.
your existing role, we can help.
Whether you call them customers, This handbook has been
claimants, citizens or colleagues. developed to showcase
everything that your profession
Whether you deal with them can offer you.
directly or indirectly and whether
they are individual or business.
We deliver for people.
We understand them, help them
and support them.
5 6
Our Our people make our profession. Tracey Groome
Together, we create and deliver
exceptional services to citizens.
people. We develop effective leaders HMRC
who are inspiring, confident and
“The secondment to Ministry of Defence has given me the confidence to
empowering and who live our
apply for posts outside of HMRC – secure in the knowledge that my skills
values.
will translate across.
Our profession is inclusive,
flexible, modern and connected, The ODP Talent group is a great place to go to look for opportunities to
sitting at the heart of public service develop if you are prepared to be brave and take the plunge. I’d say ‘Come
delivery. on in, the water’s lovely'”
“ The world is changing. huge range of jobs. Below are just
Working in ODP you can do a
a selection of the many hundreds
of roles we have in ODP:
- Consular Assistance caseworker
that, as a Civil Service, we - Employer Adviser
- Insolvency clerk
can’t afford to ignore. - Compliance Officer Claire Jacobs
HM Passport Office
- Data Analyst
- Jobcentre Manager
- Service Design Manager “I have recently transferred into a new role and my confidence from the ODP
- Communications Designer has been a contributing factor to the move.
- Passport Officer
- Prison Officer I would highly recommend that anyone who works in customer service and
And its changing in ways “
- Call centre Agent is thinking about starting an ODP qualification to go ahead and do it.
- Customer Service Officer
- Debt Manager The qualification will give you the boost that you need to help improve your-
- And many more self and those around you into making customer service what it should be,
good for the customer and a good place to work”
7 8
Our Our people make our profession. Tracey Groome
Together, we create and deliver
exceptional services to citizens.
people. We develop effective leaders HMRC
who are inspiring, confident and
“The secondment to Ministry of Defence has given me the confidence to
empowering and who live our
apply for posts outside of HMRC – secure in the knowledge that my skills
values.
will translate across.
Our profession is inclusive,
flexible, modern and connected, The ODP Talent group is a great place to go to look for opportunities to
sitting at the heart of public service develop if you are prepared to be brave and take the plunge. I’d say ‘Come
delivery. on in, the water’s lovely'”
“ The world is changing. huge range of jobs. Below are just
Working in ODP you can do a
a selection of the many hundreds
of roles we have in ODP:
- Consular Assistance caseworker
that, as a Civil Service, we - Employer Adviser
- Insolvency clerk
can’t afford to ignore. - Compliance Officer Claire Jacobs
HM Passport Office
- Data Analyst
- Jobcentre Manager
- Service Design Manager “I have recently transferred into a new role and my confidence from the ODP
- Communications Designer has been a contributing factor to the move.
- Passport Officer
- Prison Officer I would highly recommend that anyone who works in customer service and
And its changing in ways “
- Call centre Agent is thinking about starting an ODP qualification to go ahead and do it.
- Customer Service Officer
- Debt Manager The qualification will give you the boost that you need to help improve your-
- And many more self and those around you into making customer service what it should be,
good for the customer and a good place to work”
7 8
Skills Families Our brand
There are hundreds of different We have grouped our offer into We have colour coded our themes
roles within the profession so to four key themes, related to key throughout this handbook to make it
make it easier to identify your role career decision points. easier for you to understand.
and choose the most relevant
learning resources available, we This is to help you easily self- On the next few pages you will see our
have broken the profession down select what you want to focus on brand in action.
into six skills families. first.
A skills family is a term we use to Our themes are:
group certain job roles together.
- Development
By doing this, we can then offer - Progression
the right learning and development - Community
to the right person, so it's easier - Response
for you to find what you need.
So are you wanting to develop, in
Our skills families are: your current role or to make the
next career step?
- Help and Advice Have a look at our Development
- Case Ownership section.
- Safety and Enforcement
- Validation and Compliance Are you ready and wanting to think
- Design and Support about moving into the next role or
- Leadership and Management looking for promotion?
Have a look at our Progression
You may be able to identify your section.
skills family really easily, or you
might feel like your job role covers Do you want to see how the wider
more than one family. ODP community can help you?
Have a look at our Community
There’s no right or wrong answer, section.
but we recommend you start
by looking at the skills family Do you need to think about how
you relate to the most, and your team are going to respond
work through the recommended to a peak in demand, or crisis
resources from there. situation?
Have a look at our Response
section.
9 10
Skills Families Our brand
There are hundreds of different We have grouped our offer into We have colour coded our themes
roles within the profession so to four key themes, related to key throughout this handbook to make it
make it easier to identify your role career decision points. easier for you to understand.
and choose the most relevant
learning resources available, we This is to help you easily self- On the next few pages you will see our
have broken the profession down select what you want to focus on brand in action.
into six skills families. first.
A skills family is a term we use to Our themes are:
group certain job roles together.
- Development
By doing this, we can then offer - Progression
the right learning and development - Community
to the right person, so it's easier - Response
for you to find what you need.
So are you wanting to develop, in
Our skills families are: your current role or to make the
next career step?
- Help and Advice Have a look at our Development
- Case Ownership section.
- Safety and Enforcement
- Validation and Compliance Are you ready and wanting to think
- Design and Support about moving into the next role or
- Leadership and Management looking for promotion?
Have a look at our Progression
You may be able to identify your section.
skills family really easily, or you
might feel like your job role covers Do you want to see how the wider
more than one family. ODP community can help you?
Have a look at our Community
There’s no right or wrong answer, section.
but we recommend you start
by looking at the skills family Do you need to think about how
you relate to the most, and your team are going to respond
work through the recommended to a peak in demand, or crisis
resources from there. situation?
Have a look at our Response
section.
9 10
Development Progression Response Community
Development is a lifelong process If you want to develop your career Our Surge & Rapid Response One of the most important things
and you are surrounded by new in ODP, we can help you. team (SRRT), created in 2015, about being in a profession is
ways to learn and develop every supports any central goverment that you are part of a wide cross
day. We can tell you what you might department or agency to manage government community.
need to think about and what predicted peaks in demand and
As a profession we’re here to help you might need to do to progress respond to unexpected crises. You get the chance to talk to, and
you on your development journey and create a fulfilling career in build relationships with, people
and provide you with stepping the most respected profession in The award wining SRRT is a vital just like you.
stones to learn and develop in government. part of the Operational Delivery
different ways. Profession and is seen as the People who are doing similar or
We help people to progress contingency labour work force of possibly very different roles, but
As you work your way through through our offer of: choice across government. people that you can share your
this handbook you’ll have the experience with and also learn
opportunity to explore the variety - Talent Management from.
of development choices we
provide to support you - Strategic Workforce Planning Having a wide network opens up a
on your own career path. wealth of opportunities for you to
- SCS Biographies shape your career, move across
If you only take one thing departments, or even find people
away from this, remember that - Career Pathways who might be perfect for roles in
development is a continuous your teams.
journey and something that
should grow and change with We build our community through
you over time. regular:
Our approach to helping you - Events
develop is achieved through our
offer of: - Newsletters
- Learning and Development - News updates
- Qualifications - Social Media, including our
learning blasts.
- Apprenticeships
- Career Pathways
11 12
Development Progression Response Community
Development is a lifelong process If you want to develop your career Our Surge & Rapid Response One of the most important things
and you are surrounded by new in ODP, we can help you. team (SRRT), created in 2015, about being in a profession is
ways to learn and develop every supports any central goverment that you are part of a wide cross
day. We can tell you what you might department or agency to manage government community.
need to think about and what predicted peaks in demand and
As a profession we’re here to help you might need to do to progress respond to unexpected crises. You get the chance to talk to, and
you on your development journey and create a fulfilling career in build relationships with, people
and provide you with stepping the most respected profession in The award wining SRRT is a vital just like you.
stones to learn and develop in government. part of the Operational Delivery
different ways. Profession and is seen as the People who are doing similar or
We help people to progress contingency labour work force of possibly very different roles, but
As you work your way through through our offer of: choice across government. people that you can share your
this handbook you’ll have the experience with and also learn
opportunity to explore the variety - Talent Management from.
of development choices we
provide to support you - Strategic Workforce Planning Having a wide network opens up a
on your own career path. wealth of opportunities for you to
- SCS Biographies shape your career, move across
If you only take one thing departments, or even find people
away from this, remember that - Career Pathways who might be perfect for roles in
development is a continuous your teams.
journey and something that
should grow and change with We build our community through
you over time. regular:
Our approach to helping you - Events
develop is achieved through our
offer of: - Newsletters
- Learning and Development - News updates
- Qualifications - Social Media, including our
learning blasts.
- Apprenticeships
- Career Pathways
11 12
Developing you
DEVELOPMENT
Development is a lifelong
journey.
Helping you develop is a
fundamental part of our offer. We
value your learning and believe it Your Learning Map Qualifications Apprenticeships
is important that we all strive to be
the best we can be. We have learning for any stage, If you’re looking for professional Apprenticeships provide fantastic
whether you are looking to accreditation you may choose to opportunities to enhance your
The future of learning within the develop in your current role, or undertake one of our formal skills and knowledge to help you
Civil Service is about personal looking to progress and apply for qualifications. perform to the best of your ability.
responsibility. Where you are in promotion.
control and can learn from other We offer qualifications from level 2 Apprenticeships are open to
people, share across platforms Your Learning Map, developed by to level 7. anyone aged 16 or over.
and network across the the profession for the profession,
Civil Service. includes learning at each grade to Level 2 is equivalent to a As a profession we currently offer
help you. GCSE certificate and Level 7 is a Level 3 Operational Delivery
So don't wait to be told what equivalent to a Masters degree. Apprenticeships Scheme.
learning you need to do, explore Whether you prefer e-learning,
the opportunities in our profession professional articles, top tips, If Level 3 isn't right for you, there's
and create your own learning guides or interactive videos, a whole host of apprenticeship
programme. there’s something for everyone. standards currently available all
the way up to Level 7 that you
We have developed all our Our free E-Library has a wealth may also want to consider.
learning with you in mind. of resources tailored to specific
We have worked closely with areas, such as: If you have any questions, please
departments to make sure that our get in touch:
learning is suitable across all job - Digital Skills
roles, grades and departments. - Leadership and Management learningandaccreditationteam.
- Well-being at work [email protected]
We know that people learn in
different ways so our products Our learning map is split into the
have been developed to suit six skills families so that it is easier
different learning styles. for you to identify the learning you
need.
Our resources
We have the very best resources
and support to help you develop
your skills and help your career
take off.
Our learning is recommended for
all grades, from AA to SCS.
13 14
Developing you
DEVELOPMENT
Development is a lifelong
journey.
Helping you develop is a
fundamental part of our offer. We
value your learning and believe it Your Learning Map Qualifications Apprenticeships
is important that we all strive to be
the best we can be. We have learning for any stage, If you’re looking for professional Apprenticeships provide fantastic
whether you are looking to accreditation you may choose to opportunities to enhance your
The future of learning within the develop in your current role, or undertake one of our formal skills and knowledge to help you
Civil Service is about personal looking to progress and apply for qualifications. perform to the best of your ability.
responsibility. Where you are in promotion.
control and can learn from other We offer qualifications from level 2 Apprenticeships are open to
people, share across platforms Your Learning Map, developed by to level 7. anyone aged 16 or over.
and network across the the profession for the profession,
Civil Service. includes learning at each grade to Level 2 is equivalent to a As a profession we currently offer
help you. GCSE certificate and Level 7 is a Level 3 Operational Delivery
So don't wait to be told what equivalent to a Masters degree. Apprenticeships Scheme.
learning you need to do, explore Whether you prefer e-learning,
the opportunities in our profession professional articles, top tips, If Level 3 isn't right for you, there's
and create your own learning guides or interactive videos, a whole host of apprenticeship
programme. there’s something for everyone. standards currently available all
the way up to Level 7 that you
We have developed all our Our free E-Library has a wealth may also want to consider.
learning with you in mind. of resources tailored to specific
We have worked closely with areas, such as: If you have any questions, please
departments to make sure that our get in touch:
learning is suitable across all job - Digital Skills
roles, grades and departments. - Leadership and Management learningandaccreditationteam.
- Well-being at work [email protected]
We know that people learn in
different ways so our products Our learning map is split into the
have been developed to suit six skills families so that it is easier
different learning styles. for you to identify the learning you
need.
Our resources
We have the very best resources
and support to help you develop
your skills and help your career
take off.
Our learning is recommended for
all grades, from AA to SCS.
13 14
Learning Your Learning Map
The 70-20-10 learning model One of our primary learning
vehicles - Your Learning Map -
As a profession we follow the Civil has been broken down into the
Service recommended 70-20-10 70-20-10 model.
learning model. This means that
your learning should take a variety It helps you easily identify relevant
of forms. learning and makes sure you are
getting the most benefit from your
70% development journey.
The biggest area of your learning
should be 70% on-the-job and
include the experience you gain
in your role. This could include
new responsibility at work, getting
involved with different projects and
facing challenges in the workplace.
volunteering or arranging your own “ The ratio of on the job /
20%
20% of your learning should be
focused on learning through others,
also known as social learning.
off the job training is very
Examples of this include coaching,
workshop for colleagues.
to balance my casework
10% with training and exams.
10% of all your learning should be manageable and allows me “ Your Learning Map is designed to help you navigate the
formal skills training, and this multitude of learning and development opportunities that are
could be in the form of workshops, available to you in the Operational Delivery Profession, whatever
e-learning or qualifications. your role or grade.
You can find Your Learning Map on our website.
15 16
Learning Your Learning Map
The 70-20-10 learning model One of our primary learning
vehicles - Your Learning Map -
As a profession we follow the Civil has been broken down into the
Service recommended 70-20-10 70-20-10 model.
learning model. This means that
your learning should take a variety It helps you easily identify relevant
of forms. learning and makes sure you are
getting the most benefit from your
70% development journey.
The biggest area of your learning
should be 70% on-the-job and
include the experience you gain
in your role. This could include
new responsibility at work, getting
involved with different projects and
facing challenges in the workplace.
volunteering or arranging your own “ The ratio of on the job /
20%
20% of your learning should be
focused on learning through others,
also known as social learning.
off the job training is very
Examples of this include coaching,
workshop for colleagues.
to balance my casework
10% with training and exams.
10% of all your learning should be manageable and allows me “ Your Learning Map is designed to help you navigate the
formal skills training, and this multitude of learning and development opportunities that are
could be in the form of workshops, available to you in the Operational Delivery Profession, whatever
e-learning or qualifications. your role or grade.
You can find Your Learning Map on our website.
15 16
ODP qualifications are a Our cross-government buddy Qualifications Table
QUALIFICATIONS
fantastic way to develop your scheme provides support to
skills. Our qualifications are learners by matching you with a
really flexible, and you get buddy who has already
access to a range of support completed the same level as
and resources to help you. you, along with other learners
who are studying at the same
They are delivered online, which time, who can provide support if Level Name Equivalent to Length
means you are in the driving needed. Award Certificate Diploma
seat and you can fit them in
around your life. Registration on a Level 4 2 Operational GCSE * * * 12
Delivery Principles
qualification gives you access Months
Levels 2 to 4 are accredited by to the Institute of Leadership
City & Guilds (C&G) and Levels & Management membership
5 to 7 are accredited by the (ILM) for 12 months providing
Chartered Management Institute you with access to a wealth Operational A-Level 12
(CMI). of additional resources and 3 Delivery Advanced * * * Months
support to help you on your
Both are industry leaders, journey. Debt Management *
providing qualifications that are
recognised throughout the Civil For Levels 5 to 7 you will
Service and externally too. receive student membership 4 Relationship Management Certificate in Higher * 12
to CMI for additional learning (Operational Delivery) Education Months
Your training provider is there support. Managing the Delivery of
to support you with any queries Customer Services *
or concerns you have and can
be contacted by phone or Operational Delivery * *
Management
email during the course of your Management and Leadership Foundation Degree,
studies. 5 in Operational Delivery Diploma in Higher * * 12 - 18
Months
Study time within work hours Education
should be discussed and
agreed with your line manager
in advance, but you will be Advanced Management and Bachelor's Degree 12 - 18
expected to complete elements 6 Leadership in Operational * * Months
of your qualification in your Delivery
personal time too.
7 Strategic Management and Masters, * * 12 - 18
Postgraduate
Leadership in Operational
Months
Diploma,
Delivery
Postgraduate
Certificate
17 18
ODP qualifications are a Our cross-government buddy Qualifications Table
QUALIFICATIONS
fantastic way to develop your scheme provides support to
skills. Our qualifications are learners by matching you with a
really flexible, and you get buddy who has already
access to a range of support completed the same level as
and resources to help you. you, along with other learners
who are studying at the same
They are delivered online, which time, who can provide support if Level Name Equivalent to Length
means you are in the driving needed. Award Certificate Diploma
seat and you can fit them in
around your life. Registration on a Level 4 2 Operational GCSE * * * 12
Delivery Principles
qualification gives you access Months
Levels 2 to 4 are accredited by to the Institute of Leadership
City & Guilds (C&G) and Levels & Management membership
5 to 7 are accredited by the (ILM) for 12 months providing
Chartered Management Institute you with access to a wealth Operational A-Level 12
(CMI). of additional resources and 3 Delivery Advanced * * * Months
support to help you on your
Both are industry leaders, journey. Debt Management *
providing qualifications that are
recognised throughout the Civil For Levels 5 to 7 you will
Service and externally too. receive student membership 4 Relationship Management Certificate in Higher * 12
to CMI for additional learning (Operational Delivery) Education Months
Your training provider is there support. Managing the Delivery of
to support you with any queries Customer Services *
or concerns you have and can
be contacted by phone or Operational Delivery * *
Management
email during the course of your Management and Leadership Foundation Degree,
studies. 5 in Operational Delivery Diploma in Higher * * 12 - 18
Months
Study time within work hours Education
should be discussed and
agreed with your line manager
in advance, but you will be Advanced Management and Bachelor's Degree 12 - 18
expected to complete elements 6 Leadership in Operational * * Months
of your qualification in your Delivery
personal time too.
7 Strategic Management and Masters, * * 12 - 18
Postgraduate
Leadership in Operational
Months
Diploma,
Delivery
Postgraduate
Certificate
17 18
2
Qualifications Checklist Level
If you’re considering a new Frequently asked questions What else should I know? City and Guilds Level 2 - Principles of equality and
qualification there are some steps Operational Delivery Principles. diversity in operational delivery
you can take to help you select the How long will my qualification By enrolling in a qualification, - Principles of providing face-to-
right level for you. Consider the take? you will be able to join an online You can do a Level 2 qualification face customer service
questions below and use your community of learners. at the following levels: - Principles of providing customer
answers to support a discussion How long it takes depends on the service in writing
with your line manager: learning you choose and the level Is there a cost involved? - Award - Principles of providing customer
of qualification you take. - Certificate service by telephone
1 - What would you like to gain Yes, but it’s not as much as you - Diploma - Principles of providing customer
from your qualification? Identify It also depends on your might think. service using technology
what skills you already have experience, the length of time To achieve the Level 2 Award, - Principles of calculating liabilities
and what gaps you feel you would you’ve been in your role and Our qualifications represent learners need to pass a total of - Principles of calculating
like to improve on. any prior learning you may have great value for money when three units. entitlements
completed. compared with other professions’ - Principles of dealing with
2 - Why you think an ODP formal qualifications. The costs To achieve the Level 2 Certificate, customer's financial transactions
qualification will benefit you? Is it For City & Guilds qualifications, range from £118.24 to £455.87 learners need to pass a total of
for professional accreditation at you’ll be registered as a candidate depending on the qualification you five units: four mandatory and one Assessment
the level you’re currently working for three years. You will be choose. optional. There will be one multiple choice
at, or would you like to progress expected to complete your chosen test for each unit completed.
and are looking for something to qualification within 12 months, but Further details can be found on To achieve the Level 2 Diploma,
stretch you? you’ll also be able to take any our website. learners need to pass a total of
subsequent qualifications seven units; four mandatory and
3 - What level would you like to do (Certificate to Diploma) during this Please discuss the cost of three optional.
and why? registration period. the qualification with your line
manager before you apply. Aim
4 - Have you considered the time As a Chartered Management The Level 2 qualification gives
commitment required to complete Institute candidate, you’ll have learners the knowledge required
a qualification and how you plan 12 months to complete a CMI More information can be found for employment and/or career
on fitting this in around your work Certificate Award and up to 18 online on the Profession's progression within ODP.
and personal life? months for a Diploma. website.
Units available
Discuss your answers with your - Principles of working in
line manager and identify the best operational delivery
level for you based on what you - Principles of providing customer
want to achieve. An introduction service in a team
to each level can be found on the - Principles of protecting data
next few pages. security in in own area of
responsibility
19 20
2
Qualifications Checklist Level
If you’re considering a new Frequently asked questions What else should I know? City and Guilds Level 2 - Principles of equality and
qualification there are some steps Operational Delivery Principles. diversity in operational delivery
you can take to help you select the How long will my qualification By enrolling in a qualification, - Principles of providing face-to-
right level for you. Consider the take? you will be able to join an online You can do a Level 2 qualification face customer service
questions below and use your community of learners. at the following levels: - Principles of providing customer
answers to support a discussion How long it takes depends on the service in writing
with your line manager: learning you choose and the level Is there a cost involved? - Award - Principles of providing customer
of qualification you take. - Certificate service by telephone
1 - What would you like to gain Yes, but it’s not as much as you - Diploma - Principles of providing customer
from your qualification? Identify It also depends on your might think. service using technology
what skills you already have experience, the length of time To achieve the Level 2 Award, - Principles of calculating liabilities
and what gaps you feel you would you’ve been in your role and Our qualifications represent learners need to pass a total of - Principles of calculating
like to improve on. any prior learning you may have great value for money when three units. entitlements
completed. compared with other professions’ - Principles of dealing with
2 - Why you think an ODP formal qualifications. The costs To achieve the Level 2 Certificate, customer's financial transactions
qualification will benefit you? Is it For City & Guilds qualifications, range from £118.24 to £455.87 learners need to pass a total of
for professional accreditation at you’ll be registered as a candidate depending on the qualification you five units: four mandatory and one Assessment
the level you’re currently working for three years. You will be choose. optional. There will be one multiple choice
at, or would you like to progress expected to complete your chosen test for each unit completed.
and are looking for something to qualification within 12 months, but Further details can be found on To achieve the Level 2 Diploma,
stretch you? you’ll also be able to take any our website. learners need to pass a total of
subsequent qualifications seven units; four mandatory and
3 - What level would you like to do (Certificate to Diploma) during this Please discuss the cost of three optional.
and why? registration period. the qualification with your line
manager before you apply. Aim
4 - Have you considered the time As a Chartered Management The Level 2 qualification gives
commitment required to complete Institute candidate, you’ll have learners the knowledge required
a qualification and how you plan 12 months to complete a CMI More information can be found for employment and/or career
on fitting this in around your work Certificate Award and up to 18 online on the Profession's progression within ODP.
and personal life? months for a Diploma. website.
Units available
Discuss your answers with your - Principles of working in
line manager and identify the best operational delivery
level for you based on what you - Principles of providing customer
want to achieve. An introduction service in a team
to each level can be found on the - Principles of protecting data
next few pages. security in in own area of
responsibility
19 20
3 3
Level
Level
City & Guilds Level 3 Award,
- Verify the calculation/entitlement
Certificate & Diploma in
To achieve the Level 3 Certificate
in Debt Management:
Operational Delivery Principles - Customer service in partnership City & Guilds Level 3 Certificate Assessment
- Technical advice
- Investigate suspected non- in Debt Management, learners
You can do a Level 3 qualification compliance This qualification is new to the must successfully complete all
at the following levels: - Manage team and individual ODP qualifications portfolio assignments as instructed.
performance against set and until October 2019 is only
- Award objectives available for DWP (including Child This qualification is assessed in a
- Certificate - Interviews maintenance Group and Social variety of ways to allow learners
- Diploma - Visits Fund) and HMRC colleagues at the opportunity to provide clear
- Managing debt in Operational the following level: indication of their knowledge and
To achieve the Level 3 Award, Delivery abilities.
learners need to pass a total of - Certificate
three units. Assessment The types of assessments used
There will be one short answer To achieve the Level 3 Certificate, are:
To achieve the Level 3 Certificate, test for each unit completed. learners need to pass a total of - Short answer assessments
learners need to pass a total of four units: three mandatory and - Oral questioning
five units: three mandatory and one optional. - Observation checklists
two optional.
Aim
To achieve the Level 3 Diploma, This Level 3 qualification is for
learners need to pass a total of learners who work in the debt
seven units; three mandatory and collection and recovery industry
four optional. who wish to enhance their
knowledge and skills in recovery/
Aim collection.
The Level 3 qualification gives
learners the knowledge required Units available
for employment and/or career - Preparation for debt recovery
progression within ODP. and collection
- Handling customer calls in a debt
Units available environment
- Working in operational delivery - Monitoring debtor accounts
- Safety and security in operational - Negotiation for debt recovery and
delivery collection.
- Principles of equality and - *New unit under development
diversity in operational delivery and available autumn 2019 –
- Resolving customer service Administration of debt recovery &
problems collection
21 22
3 3
Level
Level
City & Guilds Level 3 Award,
- Verify the calculation/entitlement
Certificate & Diploma in
To achieve the Level 3 Certificate
in Debt Management:
Operational Delivery Principles - Customer service in partnership City & Guilds Level 3 Certificate Assessment
- Technical advice
- Investigate suspected non- in Debt Management, learners
You can do a Level 3 qualification compliance This qualification is new to the must successfully complete all
at the following levels: - Manage team and individual ODP qualifications portfolio assignments as instructed.
performance against set and until October 2019 is only
- Award objectives available for DWP (including Child This qualification is assessed in a
- Certificate - Interviews maintenance Group and Social variety of ways to allow learners
- Diploma - Visits Fund) and HMRC colleagues at the opportunity to provide clear
- Managing debt in Operational the following level: indication of their knowledge and
To achieve the Level 3 Award, Delivery abilities.
learners need to pass a total of - Certificate
three units. Assessment The types of assessments used
There will be one short answer To achieve the Level 3 Certificate, are:
To achieve the Level 3 Certificate, test for each unit completed. learners need to pass a total of - Short answer assessments
learners need to pass a total of four units: three mandatory and - Oral questioning
five units: three mandatory and one optional. - Observation checklists
two optional.
Aim
To achieve the Level 3 Diploma, This Level 3 qualification is for
learners need to pass a total of learners who work in the debt
seven units; three mandatory and collection and recovery industry
four optional. who wish to enhance their
knowledge and skills in recovery/
Aim collection.
The Level 3 qualification gives
learners the knowledge required Units available
for employment and/or career - Preparation for debt recovery
progression within ODP. and collection
- Handling customer calls in a debt
Units available environment
- Working in operational delivery - Monitoring debtor accounts
- Safety and security in operational - Negotiation for debt recovery and
delivery collection.
- Principles of equality and - *New unit under development
diversity in operational delivery and available autumn 2019 –
- Resolving customer service Administration of debt recovery &
problems collection
21 22
4 4
Level
Level
- Managing change
managing customer service in
Learners will be asked to
- Principles and practices of
Learners will be asked to
operational delivery
undertake specific tasks to prove
managing customer service Assessment - Principles and practices of Assessment
City & Guilds Level 4 Certificate - Principles of managing undertake a number of tasks City & Guilds Level 4 Certificate - Principles of managing their understanding in each unit.
in Managing the Delivery continuous improvement in within each unit to prove their and Diploma in Operational continuous improvement
of Services to Customers operational delivery understanding and knowledge of Delivery Management - Personal and professional Mandatory unit 303 is assessed by
(Operational Delivery) - Personal and professional each unit. development a short answer test.
development in operational - Principles and processes of
You can do a Level 4 qualification delivery Examples of assessment methods You can do a Level 4 qualification quality audits
at the following levels: - Principles and processes of include: at the following levels: - Principles of building
quality audits relationships with external
- Certificate - Principles of building - Written assessments - Certificate organisations
relationships with external - Work based projects - Diploma - Principles of using sales
To achieve the Level 4 Certificate, organisations - Planning exercises techniques to market services
learners need to pass a total of - Principles of using sales To achieve the Level 4 Certificate, and solutions
five optional units. techniques to market services learners need to pass a total of - Principles of working
and solutions five mandatory units. collaboratively
Aim - Principles of working - Principles of coaching individuals
This qualification has been collaboratively To achieve the Level 4 Diploma, to achieve outcomes
developed to equip learners - Principles of coaching individuals learners need to pass a total of - Line management in a debt
with the knowledge, skills and to achieve outcomes seven units; five mandatory and environment
behaviours in labour market two optional. - Project specification for
intelligence, understand how operational delivery
to coach customers to achieve Aim
measurable objectives and put This qualification gives
customer service at the heart learners the skills, knowledge
of provision support offered to and attributes to become an
customers. outstanding manager in ODP.
Units available Units available
- Principles of equality and - Principles of equality and
diversity in operational delivery diversity
- Principles of researching the - Leadership and manageme
labour market to respond to - Management of risk in
customer needs operational delivery
- Leadership and management
- Management of risk in - Managing change
operational delivery
23 24
4 4
Level
Level
- Managing change
managing customer service in
Learners will be asked to
- Principles and practices of
Learners will be asked to
operational delivery
undertake specific tasks to prove
managing customer service Assessment - Principles and practices of Assessment
City & Guilds Level 4 Certificate - Principles of managing undertake a number of tasks City & Guilds Level 4 Certificate - Principles of managing their understanding in each unit.
in Managing the Delivery continuous improvement in within each unit to prove their and Diploma in Operational continuous improvement
of Services to Customers operational delivery understanding and knowledge of Delivery Management - Personal and professional Mandatory unit 303 is assessed by
(Operational Delivery) - Personal and professional each unit. development a short answer test.
development in operational - Principles and processes of
You can do a Level 4 qualification delivery Examples of assessment methods You can do a Level 4 qualification quality audits
at the following levels: - Principles and processes of include: at the following levels: - Principles of building
quality audits relationships with external
- Certificate - Principles of building - Written assessments - Certificate organisations
relationships with external - Work based projects - Diploma - Principles of using sales
To achieve the Level 4 Certificate, organisations - Planning exercises techniques to market services
learners need to pass a total of - Principles of using sales To achieve the Level 4 Certificate, and solutions
five optional units. techniques to market services learners need to pass a total of - Principles of working
and solutions five mandatory units. collaboratively
Aim - Principles of working - Principles of coaching individuals
This qualification has been collaboratively To achieve the Level 4 Diploma, to achieve outcomes
developed to equip learners - Principles of coaching individuals learners need to pass a total of - Line management in a debt
with the knowledge, skills and to achieve outcomes seven units; five mandatory and environment
behaviours in labour market two optional. - Project specification for
intelligence, understand how operational delivery
to coach customers to achieve Aim
measurable objectives and put This qualification gives
customer service at the heart learners the skills, knowledge
of provision support offered to and attributes to become an
customers. outstanding manager in ODP.
Units available Units available
- Principles of equality and - Principles of equality and
diversity in operational delivery diversity
- Principles of researching the - Leadership and manageme
labour market to respond to - Management of risk in
customer needs operational delivery
- Leadership and management
- Management of risk in - Managing change
operational delivery
23 24
4 Level 5 Level 6 Level 7
Level
Level 7 Certificate and Diploma
Level 5 Certificate and Diploma
Level 6 Certificate and Diploma
in Management and Leadership
in Advanced Management and
in Advanced Management and
City & Guilds Level 4 Award
in Relationship Management
Learners will be asked to under-
Delivery
Delivery
(Operational Delivery) Assessment in Operational Delivery Leadership in Operational Leadership in Operational
take a number of tasks within each
unit to prove their understanding To achieve the Level 5 Certificate,
You can do a Level 4 qualification and knowledge. learners need to gain a minimum To achieve the Level 6 Certificate, To achieve the Level 7 Certificate,
at the following levels: of 13 credits by completing Units. learners need to gain a minimum learners need to gain a minimum
Examples of assessment methods of 14 credits by completing Units of 14 credits by completing Units
- Award include: To achieve the Level 5 Diploma, and meet the assessment criteria. and meet the assessment criteria.
learners need to gain a minimum
To achieve the Level 4 Award, - Written assignments of 38 credits by completing Units To achieve the Level 6 Diploma, To achieve the Level 7 Diploma,
learners need to pass a total of - Work-based projects and meet the assessment criteria. learners need to gain a minimum learners need to gain a minimum
three mandatory units. - Planning exercises of 41 credits by completing Units of 39 credits by completing Units
Aim and meet the assessment criteria. and meet the assessment criteria.
Aim Focus on developing core
This qualification includes units on management skills such as Aim Aim
principles of building relationships managing resources, recruitment Focus on improving personal Developed for senior managers
with external organisations, and information management. management capabilities through who have the responsibility to
principles of using sales Course content effective decision-making and translate organisational strategy in
techniques to market services and - Managing Team and Individual strategic leadership. to effective performance.
solutions and principles of working Progress Course content Course content
collaboratively in operational - Planning for Development - Managing Organisational - Conducting a Strategic
delivery. - Conducting a Managing Project Culture Management Plan
- Leadership Practice - Ethical Organisational - Financial Planning
Units available Management - Strategic Planning
- Principles of building relation - Personal Development as a - Strategic Leadership Practice
ships with external organisations Strategic Leader - Financial Management
in operational delivery - Managing Ideas and Innovations
- Principles of using sales
techniques to market services Assessment
and solutions Learners will be asked to undertake a number of tasks within each Unit to prove
- Principles of working their understanding and knowledge of each Unit.
collaboratively Examples of assessment methods include:
- Written assignments
- Work based projects
- Unit handbooks
- Reflection exercises
For more information regarding units, please see our website.
25 26
4 Level 5 Level 6 Level 7
Level
Level 7 Certificate and Diploma
Level 5 Certificate and Diploma
Level 6 Certificate and Diploma
in Management and Leadership
in Advanced Management and
in Advanced Management and
City & Guilds Level 4 Award
in Relationship Management
Learners will be asked to under-
Delivery
Delivery
(Operational Delivery) Assessment in Operational Delivery Leadership in Operational Leadership in Operational
take a number of tasks within each
unit to prove their understanding To achieve the Level 5 Certificate,
You can do a Level 4 qualification and knowledge. learners need to gain a minimum To achieve the Level 6 Certificate, To achieve the Level 7 Certificate,
at the following levels: of 13 credits by completing Units. learners need to gain a minimum learners need to gain a minimum
Examples of assessment methods of 14 credits by completing Units of 14 credits by completing Units
- Award include: To achieve the Level 5 Diploma, and meet the assessment criteria. and meet the assessment criteria.
learners need to gain a minimum
To achieve the Level 4 Award, - Written assignments of 38 credits by completing Units To achieve the Level 6 Diploma, To achieve the Level 7 Diploma,
learners need to pass a total of - Work-based projects and meet the assessment criteria. learners need to gain a minimum learners need to gain a minimum
three mandatory units. - Planning exercises of 41 credits by completing Units of 39 credits by completing Units
Aim and meet the assessment criteria. and meet the assessment criteria.
Aim Focus on developing core
This qualification includes units on management skills such as Aim Aim
principles of building relationships managing resources, recruitment Focus on improving personal Developed for senior managers
with external organisations, and information management. management capabilities through who have the responsibility to
principles of using sales Course content effective decision-making and translate organisational strategy in
techniques to market services and - Managing Team and Individual strategic leadership. to effective performance.
solutions and principles of working Progress Course content Course content
collaboratively in operational - Planning for Development - Managing Organisational - Conducting a Strategic
delivery. - Conducting a Managing Project Culture Management Plan
- Leadership Practice - Ethical Organisational - Financial Planning
Units available Management - Strategic Planning
- Principles of building relation - Personal Development as a - Strategic Leadership Practice
ships with external organisations Strategic Leader - Financial Management
in operational delivery - Managing Ideas and Innovations
- Principles of using sales
techniques to market services Assessment
and solutions Learners will be asked to undertake a number of tasks within each Unit to prove
- Principles of working their understanding and knowledge of each Unit.
collaboratively Examples of assessment methods include:
- Written assignments
- Work based projects
- Unit handbooks
- Reflection exercises
For more information regarding units, please see our website.
25 26
Apprenticeships
Apprenticeships
For more information, email:
A wide range of apprenticeships are available
across the Civil Service. Apprenticeships are learningandaccreditationteam.
open to existing civil servants and there is no [email protected]
upper age limit to apply. It doesn't matter how
long you've been in the Civil Service, you just
need a passion to learn and develop yourself. “
Our profession offers the Operational Delivery Before starting my apprenticeship,
Apprenticeship Scheme (ODAS) which means
you can earn, learn and develop professionally I didn't understand or recognise
all at the same time.
which areas were my strengths; or
So why ODAS?
what my weaknesses were.
- You will achieve a Level 2 and Level 3 City &
Guilds Qualification, recognised across the Civil
Service and externally too
My apprenticeship has helped
- A structured 14 month programme with
dedicated Tutor Support
me understand the importance of
- A real alternative to full time education, resulting
in two qualifications equivalent to A-Levels working independently as well as
- The chance to achieve Level 2 English and part of a team.
Maths if you don't already have them “
- A mixture of development opportunities
including the completion of a work based project,
a presentation and a show case portfolio finishing
with an End Point Assessment of your work.
There are a number of other Apprenticeships
available to colleagues in the Operational
Delivery Profession all offering great
opportunities to earn, learn and gain
qualifications.
27 28
Apprenticeships
Apprenticeships
For more information, email:
A wide range of apprenticeships are available
across the Civil Service. Apprenticeships are learningandaccreditationteam.
open to existing civil servants and there is no [email protected]
upper age limit to apply. It doesn't matter how
long you've been in the Civil Service, you just
need a passion to learn and develop yourself. “
Our profession offers the Operational Delivery Before starting my apprenticeship,
Apprenticeship Scheme (ODAS) which means
you can earn, learn and develop professionally I didn't understand or recognise
all at the same time.
which areas were my strengths; or
So why ODAS?
what my weaknesses were.
- You will achieve a Level 2 and Level 3 City &
Guilds Qualification, recognised across the Civil
Service and externally too
My apprenticeship has helped
- A structured 14 month programme with
dedicated Tutor Support
me understand the importance of
- A real alternative to full time education, resulting
in two qualifications equivalent to A-Levels working independently as well as
- The chance to achieve Level 2 English and part of a team.
Maths if you don't already have them “
- A mixture of development opportunities
including the completion of a work based project,
a presentation and a show case portfolio finishing
with an End Point Assessment of your work.
There are a number of other Apprenticeships
available to colleagues in the Operational
Delivery Profession all offering great
opportunities to earn, learn and gain
qualifications.
27 28
Career Frameworks
Helping you progress your career
is another fundamental part of
PROGRESSION
what we offer you as a member of
our profession.
We provide you with information, Our Career Framework helps We are always looking for people
guidance and opportunities that ensure that you have a clear to share their career stories with
help you and your teams develop pathway of information to help you us so we can give our people and
and nurture talented people. make career choices. those in other professions more
information on the diverse and
Our offer is designed to build The aim of our ODP Career exciting roles we have in ODP.
and develop capability within the Framework is to help you identify
profession, ensuring our people what skills and behaviours you If you would like to be involved
have the right skills to deliver have, and which ones you’d like to in this and share your career
for the citizen, whilst having develop further. story please contact us at
the opportunity to develop and odpcentralteam.talent@hmrc.
progress in their ODP careers. We want to empower and support gov.uk
you to make your own career
We offer ODP vacancy support, decisions and discover more
support for corporate leadership options for your Civil Service
schemes, development of talent career journey.
biographies, creation of a Loans,
Shadowing and Interchange tool Our framework demonstrates
and our ODP Career Framework. where you might benefit from a
move across the Civil Service and
We also analyse the makeup of will help identify your transferable
the ODP profession to assist with skills and links in to other
strategic workforce planning. professions.
These strands work together It also helps us to raise our
to ensure we offer ODP professional standards by clearly
professionals a fulfilling career. articulating them and showcasing
the unique experiences and
development opportunities ODP
offers.
For more information, email:
Using our framework, you will
understand the expectations for odpcentralteam.talent@hmrc.
each role at each level and it can gov.uk
help you in your 1-2-1 discussions
with your line manager or teams.
29 30
Career Frameworks
Helping you progress your career
is another fundamental part of
PROGRESSION
what we offer you as a member of
our profession.
We provide you with information, Our Career Framework helps We are always looking for people
guidance and opportunities that ensure that you have a clear to share their career stories with
help you and your teams develop pathway of information to help you us so we can give our people and
and nurture talented people. make career choices. those in other professions more
information on the diverse and
Our offer is designed to build The aim of our ODP Career exciting roles we have in ODP.
and develop capability within the Framework is to help you identify
profession, ensuring our people what skills and behaviours you If you would like to be involved
have the right skills to deliver have, and which ones you’d like to in this and share your career
for the citizen, whilst having develop further. story please contact us at
the opportunity to develop and odpcentralteam.talent@hmrc.
progress in their ODP careers. We want to empower and support gov.uk
you to make your own career
We offer ODP vacancy support, decisions and discover more
support for corporate leadership options for your Civil Service
schemes, development of talent career journey.
biographies, creation of a Loans,
Shadowing and Interchange tool Our framework demonstrates
and our ODP Career Framework. where you might benefit from a
move across the Civil Service and
We also analyse the makeup of will help identify your transferable
the ODP profession to assist with skills and links in to other
strategic workforce planning. professions.
These strands work together It also helps us to raise our
to ensure we offer ODP professional standards by clearly
professionals a fulfilling career. articulating them and showcasing
the unique experiences and
development opportunities ODP
offers.
For more information, email:
Using our framework, you will
understand the expectations for odpcentralteam.talent@hmrc.
each role at each level and it can gov.uk
help you in your 1-2-1 discussions
with your line manager or teams.
29 30
Helping our leaders progress ODP Talent Biography/
Indicators of Potential
If you are currently a Grade 6/7 Corporate Talent We want to see more of our skilled To better understand the skills, Within the biography you can
or Senior Civil Servant (SCS), Schemes people taking advantage of these experience, aspiration and tell us if you are looking for a
we can offer you the information, opportunities, building skills and needs of you as a Grade 6/7 move into a new role, this
guidance and opportunities to If you are at the appropriate level, capabilities to progress their or SCS, we have developed, will allow us to share
progress your career within the cross-government accelerated career. in conjunction with Senior appropriate opportunities
Operational Delivery Profession development schemes, such as Leaders across ODP, our directly with you that may be of
and wider. the Future Leaders and Senior If you’re interested in any of these Talent Biography and Indicators interest, and help align with
Leaders Schemes, are a great schemes or have taken part and of Potential for Operational your career goals.
Our offer is designed to build way to help you build on your want to let colleagues know the Delivery.
and develop capability within the existing skills and develop new benefits it has given to you, please The information you share
profession, ensuring that you have ones. do get in touch with us via; The ODP Indicators of Potential with us is all held securely in
the right skills to lead complex are specific attributes or accordance with GDPR, and
operational teams. We are always keen to increase odpcentralteam.talent@hmrc. skills that are required in whilst providing you with
the ODP representation on the gov.uk the Operational Delivery multiple individual benefits,
Helping you to be the best schemes; historically, they have environment at Senior Levels. also enables us as a Profession
operational leader, will in turn been viewed as an opportunity to consider other issues such
help your teams to deliver and solely for other professions, but The ODP Talent Biography is as succession planning.
gives both you and your teams this is not the case. a template for you, as leaders
the opportunity to develop and at Grade 7 and above, to Interested? More information
progress your careers. Through your everyday work, you complete during your career can be found on our website.
will already have an array of conversations with your line
Our analysis of the ODP helps skills and we want to help you manager.
support succession planning to build on that.
ensure we have the right people, It’s our way of capturing key
in the right place, at the right time. Our ambition is to work with information about you, and
you and your departments to also an opportunity for you
We are working with Strategic provide information and support to share with us how you are
Workforce Planners across about accelerated development planning to develop your skills
government, to gain an schemes. and career; we can then support
understanding of what more can you in achieving your goals,
be done at a profession level. We encourage quality offer targeted development
conversations between you and opportunities, and work
your manager, to agree career across government to facilitate
goals and aspirations and explore opportunities for you to develop
how an accelerated development these.
scheme can support you.
31 32
Helping our leaders progress ODP Talent Biography/
Indicators of Potential
If you are currently a Grade 6/7 Corporate Talent We want to see more of our skilled To better understand the skills, Within the biography you can
or Senior Civil Servant (SCS), Schemes people taking advantage of these experience, aspiration and tell us if you are looking for a
we can offer you the information, opportunities, building skills and needs of you as a Grade 6/7 move into a new role, this
guidance and opportunities to If you are at the appropriate level, capabilities to progress their or SCS, we have developed, will allow us to share
progress your career within the cross-government accelerated career. in conjunction with Senior appropriate opportunities
Operational Delivery Profession development schemes, such as Leaders across ODP, our directly with you that may be of
and wider. the Future Leaders and Senior If you’re interested in any of these Talent Biography and Indicators interest, and help align with
Leaders Schemes, are a great schemes or have taken part and of Potential for Operational your career goals.
Our offer is designed to build way to help you build on your want to let colleagues know the Delivery.
and develop capability within the existing skills and develop new benefits it has given to you, please The information you share
profession, ensuring that you have ones. do get in touch with us via; The ODP Indicators of Potential with us is all held securely in
the right skills to lead complex are specific attributes or accordance with GDPR, and
operational teams. We are always keen to increase odpcentralteam.talent@hmrc. skills that are required in whilst providing you with
the ODP representation on the gov.uk the Operational Delivery multiple individual benefits,
Helping you to be the best schemes; historically, they have environment at Senior Levels. also enables us as a Profession
operational leader, will in turn been viewed as an opportunity to consider other issues such
help your teams to deliver and solely for other professions, but The ODP Talent Biography is as succession planning.
gives both you and your teams this is not the case. a template for you, as leaders
the opportunity to develop and at Grade 7 and above, to Interested? More information
progress your careers. Through your everyday work, you complete during your career can be found on our website.
will already have an array of conversations with your line
Our analysis of the ODP helps skills and we want to help you manager.
support succession planning to build on that.
ensure we have the right people, It’s our way of capturing key
in the right place, at the right time. Our ambition is to work with information about you, and
you and your departments to also an opportunity for you
We are working with Strategic provide information and support to share with us how you are
Workforce Planners across about accelerated development planning to develop your skills
government, to gain an schemes. and career; we can then support
understanding of what more can you in achieving your goals,
be done at a profession level. We encourage quality offer targeted development
conversations between you and opportunities, and work
your manager, to agree career across government to facilitate
goals and aspirations and explore opportunities for you to develop
how an accelerated development these.
scheme can support you.
31 32
Vacancy Support
Loans, Shadowing and
If you have a Grade 7 or above a number of which reported an Interchange
vacancy our ODP Vacancy increased number of applications
Support Service gives as a result of our intervention.
you the opportunity to advertise We are also developing a Loans,
to a targeted, skilled and capable In some instances departments Shadowing and Interchange tool which
pool of ODP professionals. reported that our vacancy support will allow the transfer and sharing of
service shortened the overall talent across government.
Meaning that you increase your recruitment process.
chances of finding the very best If you work within the
candidate for your vacancy. If you have a vacancy and would profession you’ll be able to log in and “
like to discuss how we can register for opportunities, whether Career Frameworks should clearly
We will discuss your vacancy support, please get in they are short term loans to another
with you and offer a variety of touch with us at: department, or a learning opportunity.
approaches, including: odpcentralteam.talent@hmrc. set out the experience, skills and
gov.uk The platform will also give you the
- Targeting members of our opportunity to propose shadowing or qualifications required, enabling
profession to share your mentoring relationships with
opportunity colleagues across the profession.
- Analysis of our database and people to deliver in their complex
biographies to consider managed More information can be found on our
moves website.
- Marketing temporary and challenging roles.
opportunities (for example via
expressions of interest) “
- Promoting vacancies via our
social media channels
If a vacancy is already live on CS
Jobs (or another departmental
jobs page/portal), we still provide
valuable coverage of the role by
sending targeted e-mails and
promotional activity via social
media channels.
In the last 18 months, we have
handled vacancies across a range
of government departments,
33 34
Vacancy Support
Loans, Shadowing and
If you have a Grade 7 or above a number of which reported an Interchange
vacancy our ODP Vacancy increased number of applications
Support Service gives as a result of our intervention.
you the opportunity to advertise We are also developing a Loans,
to a targeted, skilled and capable In some instances departments Shadowing and Interchange tool which
pool of ODP professionals. reported that our vacancy support will allow the transfer and sharing of
service shortened the overall talent across government.
Meaning that you increase your recruitment process.
chances of finding the very best If you work within the
candidate for your vacancy. If you have a vacancy and would profession you’ll be able to log in and “
like to discuss how we can register for opportunities, whether Career Frameworks should clearly
We will discuss your vacancy support, please get in they are short term loans to another
with you and offer a variety of touch with us at: department, or a learning opportunity.
approaches, including: odpcentralteam.talent@hmrc. set out the experience, skills and
gov.uk The platform will also give you the
- Targeting members of our opportunity to propose shadowing or qualifications required, enabling
profession to share your mentoring relationships with
opportunity colleagues across the profession.
- Analysis of our database and people to deliver in their complex
biographies to consider managed More information can be found on our
moves website.
- Marketing temporary and challenging roles.
opportunities (for example via
expressions of interest) “
- Promoting vacancies via our
social media channels
If a vacancy is already live on CS
Jobs (or another departmental
jobs page/portal), we still provide
valuable coverage of the role by
sending targeted e-mails and
promotional activity via social
media channels.
In the last 18 months, we have
handled vacancies across a range
of government departments,
33 34
Surge & Rapid Response Team (SRRT)
Our Surge and Rapid Response
Team (SRRT) was created in 2015,
following a challenge from the
Cabinet Office and the Head of the
Civil Service to find innovative ways
to improve operational resilience How to make a bid Priority Levels are as follows -
across the Civil Service.
Bids for the SRRT support are Priority 1 - Any request for
The SRRT supports any central prioritised according to whether assistance to deal with an
government department or agency to the bid is received in-year or unexpected demand for a high
manage predictable annual peaks in before the start of the financial profile service.
demand, and respond to unexpected year, and whether the service is
crises within the scope of the ODP. ‘High Profile’. Priority 2.1 - An advanced
RESPONSE
request for assistance to deal with
The SRRT's members are A ‘High Profile’ service is one that planned demands for a high profile
recruited as ODP Apprentices. The seriously impacts on people’s lives service
apprenticeship standard ensures the or their livelihood, or forms part
SRRT is able to deploy an adaptable of a response to a national crisis Priority 2.2 - A late request for
and skilled cross government team. or has customer service level assistance to deal with planned
commitments with the potential for demands for a non-high profile
The SRRT offers the following political sensitivity and / or service
advantages over private sector media interest.
alternatives: Priority 3.1 - Any request for
The SRRT is deployed at a assistance to deal with an
- The SRRT come with ‘in-house’ chargeable daily rate. unexpected demand for a non-
management, releasing valuable high profile service
departmental resources to focus If you would like to
on other priorities; know more about the SRRT, or Priority 3.2 - Any request for
would like to express interest assistance to deal with planned
- Their experience in customer in securing SRRT support, we demands for a non-high profile
service roles across government recommend you contact us service
departments and policy areas directly via:
allows them to be deployed [email protected]
swiftly and flexibly;
- Enhanced security clearence and
unique, flexible contracts allow the
SRRT to be deployed nationally
or internationally at short notice;
- The SRRT bring their experiences
of cross-departmental working to
your area, helping to identify and
promote best practice across the
Civil Service.
35 36
Surge & Rapid Response Team (SRRT)
Our Surge and Rapid Response
Team (SRRT) was created in 2015,
following a challenge from the
Cabinet Office and the Head of the
Civil Service to find innovative ways
to improve operational resilience How to make a bid Priority Levels are as follows -
across the Civil Service.
Bids for the SRRT support are Priority 1 - Any request for
The SRRT supports any central prioritised according to whether assistance to deal with an
government department or agency to the bid is received in-year or unexpected demand for a high
manage predictable annual peaks in before the start of the financial profile service.
demand, and respond to unexpected year, and whether the service is
crises within the scope of the ODP. ‘High Profile’. Priority 2.1 - An advanced
RESPONSE
request for assistance to deal with
The SRRT's members are A ‘High Profile’ service is one that planned demands for a high profile
recruited as ODP Apprentices. The seriously impacts on people’s lives service
apprenticeship standard ensures the or their livelihood, or forms part
SRRT is able to deploy an adaptable of a response to a national crisis Priority 2.2 - A late request for
and skilled cross government team. or has customer service level assistance to deal with planned
commitments with the potential for demands for a non-high profile
The SRRT offers the following political sensitivity and / or service
advantages over private sector media interest.
alternatives: Priority 3.1 - Any request for
The SRRT is deployed at a assistance to deal with an
- The SRRT come with ‘in-house’ chargeable daily rate. unexpected demand for a non-
management, releasing valuable high profile service
departmental resources to focus If you would like to
on other priorities; know more about the SRRT, or Priority 3.2 - Any request for
would like to express interest assistance to deal with planned
- Their experience in customer in securing SRRT support, we demands for a non-high profile
service roles across government recommend you contact us service
departments and policy areas directly via:
allows them to be deployed [email protected]
swiftly and flexibly;
- Enhanced security clearence and
unique, flexible contracts allow the
SRRT to be deployed nationally
or internationally at short notice;
- The SRRT bring their experiences
of cross-departmental working to
your area, helping to identify and
promote best practice across the
Civil Service.
35 36
Be part of our Community
Being part of ODP means you are
part of the largest profession in ‘A
Brilliant Civil Service’.
ODP makes up over half of the
Civil Service workforce and Our message to our community is But we need your help to get But the easiest way is to simply
COMMUNITY
includes thousands of colleagues clear: our message out there. talk about being part of this great
working in a wide range of roles profession; to your teams, in your
in numerous departments across - We are the Operational Delivery We need you to be an active team meetings and to others.
government. Profession. We role model member of our community.
exceptional operational delivery. And also make sure you and your
Being an active member of We need you to help us spread teams are aware of, understand and
our community will help you to - People are our thing. We our message so everyone knows make full use of our offer.
increase your own skills and those deliver for people whether they’re what a vital role we play in the
of your team. customers, colleagues, effective running of government. Be proud to be ODP.
claimants or citizens. Whether
There are lots of opportunities to you deal with them directly, or There are lots of opportunities to
get involved in helping make this a indirectly, whether they are get involved to help make this a
thriving ODP community. private or business. We deliver thriving ODP community.
for people. We understand, help
For example: and support them.
National and international - We have a big voice. Over a
awareness events such as quarter of a million of us,
National Customer Service Week, touching the lives of citizens at
National Apprenticeship Week and home and abroad, every minute
Learning at Work Week. of every day.
You can also share your success - We are valued, recognised and
stories and best practice, and respected for our role across
engage with your colleagues government. We have the
across the profession on our desire to always do better and be
website, social media and the better, and our people go above
ODP Newsletter. and beyond.
You can follow our Learning Blasts - Our professions is, dynamic,
on Twitter, which is a fantastic and fulfilling, rewarding, recognised,
easy way to keep your skills up to respected, valued, inspiring.
date.
37 38
Be part of our Community
Being part of ODP means you are
part of the largest profession in ‘A
Brilliant Civil Service’.
ODP makes up over half of the
Civil Service workforce and Our message to our community is But we need your help to get But the easiest way is to simply
COMMUNITY
includes thousands of colleagues clear: our message out there. talk about being part of this great
working in a wide range of roles profession; to your teams, in your
in numerous departments across - We are the Operational Delivery We need you to be an active team meetings and to others.
government. Profession. We role model member of our community.
exceptional operational delivery. And also make sure you and your
Being an active member of We need you to help us spread teams are aware of, understand and
our community will help you to - People are our thing. We our message so everyone knows make full use of our offer.
increase your own skills and those deliver for people whether they’re what a vital role we play in the
of your team. customers, colleagues, effective running of government. Be proud to be ODP.
claimants or citizens. Whether
There are lots of opportunities to you deal with them directly, or There are lots of opportunities to
get involved in helping make this a indirectly, whether they are get involved to help make this a
thriving ODP community. private or business. We deliver thriving ODP community.
for people. We understand, help
For example: and support them.
National and international - We have a big voice. Over a
awareness events such as quarter of a million of us,
National Customer Service Week, touching the lives of citizens at
National Apprenticeship Week and home and abroad, every minute
Learning at Work Week. of every day.
You can also share your success - We are valued, recognised and
stories and best practice, and respected for our role across
engage with your colleagues government. We have the
across the profession on our desire to always do better and be
website, social media and the better, and our people go above
ODP Newsletter. and beyond.
You can follow our Learning Blasts - Our professions is, dynamic,
on Twitter, which is a fantastic and fulfilling, rewarding, recognised,
easy way to keep your skills up to respected, valued, inspiring.
date.
37 38
You can attend our events
throughout the year. If you’re having an event in your
area and want to promote the
profession, there’s a great range
These events are designed to
help build your capabilities, build of ODP merchandise to help you
networks and share best practice. raise awareness.
Find out more on our website.
Some local and regional events
are organised by our members in
departments. Get Involved
You can get involved with your
We also have a regular
programme of centrally organised ODP community:
events including our annual
Celebration Event, our ODP - Follow us on Twitter
Roadshows and you can also find @OpsDelProf
us at Civil Service Live.
- Like us on Facebook
@OpsDelProf
Whether locally or centrally
EVENTS
organised, ODP events give you
the chance to find out more about - Subscribe to the ODP channel
your profession. on YouTube
Join in the conversation using the
Getting together with colleagues
provides a platform to build your hash tag #ProudToBeODP
networks, share challenges
and experiences, helps you Alternatively, email us at
understand more about the work events.operational-delivery-
of wider government and other [email protected]
professions and builds links so
that collaborating with others is
easier.
Our events also give you
the opportunity to learn and
support you in your Continuous
Professional Development.
39 40
You can attend our events
throughout the year. If you’re having an event in your
area and want to promote the
profession, there’s a great range
These events are designed to
help build your capabilities, build of ODP merchandise to help you
networks and share best practice. raise awareness.
Find out more on our website.
Some local and regional events
are organised by our members in
departments. Get Involved
You can get involved with your
We also have a regular
programme of centrally organised ODP community:
events including our annual
Celebration Event, our ODP - Follow us on Twitter
Roadshows and you can also find @OpsDelProf
us at Civil Service Live.
- Like us on Facebook
@OpsDelProf
Whether locally or centrally
EVENTS
organised, ODP events give you
the chance to find out more about - Subscribe to the ODP channel
your profession. on YouTube
Join in the conversation using the
Getting together with colleagues
provides a platform to build your hash tag #ProudToBeODP
networks, share challenges
and experiences, helps you Alternatively, email us at
understand more about the work events.operational-delivery-
of wider government and other [email protected]
professions and builds links so
that collaborating with others is
easier.
Our events also give you
the opportunity to learn and
support you in your Continuous
Professional Development.
39 40
valued
inspiring
rewarding
fulfilling recognised
dynamic
respected
valued
inspiring
rewarding
fulfilling recognised
dynamic
respected
05/19 V.11
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