Leadership Framework: Focussing on Citizens and Quality

Why it matters

Having a sharp focus on quality and a genuine concern for the citizen, will mean that both decisions and delivery will involve the citizen and deliver what is important to them.

What it is

• Identifying economic, environmental, social and cultural issues and using these to pinpoint which innovative ways of working will deliver quality services
• Gathering the necessary data and evidence for making sound organisational decisions
• Being collaborative and relishing new initiatives
• Tailoring one's approach to meet citizen needs
• Communicating with citizens in a way they can understand and relate to

What it is not

• Being closed-minded to a more values-driven and citizen-centred approach
• Believing that quality must be at the expense of value-for-money and speed of delivery
• Having a narrow definition of value e.g. based on least internal cost
• Adopting a 'one size fits all' approach to citizens
• Generally failing to consider citizen’s perspectives and needs

• Council's Engagement policy and Engagement Champions Group
• Internal and external training opportunities
• Apprenticeships and Frameworks
• Management Qualifications
• Academi Wales CI Practitioner Training and Network (external website)
• E-learning
• Leadership Conference
• Leadership microsite
• One to ones