V Skill HF-D9.10-001 sector-specific 10 skills
Public service delivery to citizens
Handles citizens' applications and questions according to law and procedure, explains decisions understandably and keeps an eye on lead time.
How hrmforce measures this
- Assessment method
- Work sample test · rho 0.33 (SD 0.09)
- hrmforce instrument
- Work sample test, Knowledge test (client-specific)
- Competency (50-framework)
- Customer Focus
- Trainability
- high
- Demand outlook 2026 to 2030
- declining
The candidate performs a representative work sample under standardised conditions.
Behavioural anchors
| Level | Behaviour at this level |
|---|---|
| N1 Guided | Handles standard applications according to the work instruction and refers deviant cases to an experienced case handler. works under supervision and follows instruction · routine, one variable at a time · own task |
| N3 Proficient | Independently handles applications with exceptions, explains the outcome in plain language and monitors the deadlines. sets own approach and seeks input proactively · several variables, some ambiguity · own team or process |
| N5 Leading | Redesigns the service delivery processes for the whole domain and sets standards for lead time and comprehensibility. sets the standard and the policy · strategic, under high uncertainty · organisation, value chain or profession |
N2 and N4 are deliberately not anchored. Raters place them between the anchors, following the O*NET convention.
Underlying skills
These skills inherit the assessment route and the behavioural anchors of this construct.
| T | Skill | Definition | Demand outlook 2026 to 2030 |
|---|---|---|---|
| V | Staffing a civil affairs counter Civil affairs counter | Helps citizens at the counter with applications, issuing documents and questions about their data in the register. | declining |
| V | Processing an application Application processing | Receives an application, checks completeness and conditions, requests additional data and prepares the decision. | declining |
| V | Checking an identity document Identity document check | Checks a passport, identity card or driving licence for security features, validity and match with the person. | stable |
| V | Processing a population register entry Population register | Processes a move, registration or arrival from abroad in the population register according to the rules. | declining |
| V | Processing travel document or licence applications Travel document application | Processes an application for a passport, identity card or driving licence with checks, fingerprint and issuing. | declining |
| V | Registering a birth or death Civil registration | Records a declaration of birth, death or marriage and draws up the civil status certificate. | stable |
| V | Applying case oriented working Case oriented working | Registers every request as a case with type, status, documents and deadline and completes it per case type. | stable |
| V | Monitoring lead times and deadlines Deadline monitoring | Tracks the statutory and agreed deadline per case, sends reminders in time and reports a threatened overrun. | declining |
| V | Verifying digital identity and authorisation DigiD verification | Checks whether a digital application with DigiD or eHerkenning was made by an authorised or mandated person. | stable |
| T | Using a citizen contact system Citizen contact system | Registers questions, contact moments and resolution in the contact system and looks up earlier contacts of the same citizen. | declining |