Using this guide you and your line manager can identify the digital and IT capabilities you need to thrive in the digital world and deliver excellent service. Every department is different and has its own plans, strategy and specific arrangements to deliver services and to help you and your manager identify what you really need this guide is split into four sections: Digital and IT Capabilities for All – covering capabilities everyone should have or be striving to acquire Digital and IT Capabilities for Managers and Team Leaders – additional capabilities managers, team leaders and those in specialist or expert roles should have or be striving to acquire Digital and IT Capabilities for Leaders and Senior Managers – additional capabilities needed to lead operational and strategic delivery of digital services Digital and IT Capabilities for Service Managers – additional capabilities service managers need to develop and deliver all the changes necessary to provide effective user focused digital services.

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Digital and IT Capabilities
Whether you are a novice or experienced in the rapidly developing digital world, whether you are new to the Civil Service, a manager or a Senior Leader, this guide is for you. It is a guide to the sort of digital and IT capabilities you need at whatever level you are, for whatever role you have in the delivery of Government services.
Alongside the capabilities we have mapped the learning that is available through Civil Service Learning or freely available on the internet – the document is interactive so you can click on the links and you will go directly to the learning.
Using this guide you and your line manager can identify the digital and IT capabilities you need to thrive in the digital world and deliver excellent service. Every department is different and has its own plans, strategy and specific arrangements to deliver services and to help you and your manager identify what you really need this guide is split into four sections:
1. Digital and IT Capabilities for All – covering capabilities everyone should have or be striving to acquire;
2. Digital and IT Capabilities for Managers and Team Leaders – additional capabilities managers, team leaders and those in specialist or expert roles should have or be striving to acquire;
3. Digital and IT Capabilities for Leaders and Senior Managers – additional capabilities needed to lead operational and strategic delivery of digital services;
4. Digital and IT Capabilities for Service Managers – additional capabilities service managers need to develop and deliver all the changes necessary to provide effective user focused digital services.

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How it works
In each of those four sections, the first column covers broad headings for areas of digital processes or IT related activity such as setting things up, accessing the internet and online services, managing email, using common tools and communications and being safe online, etc. The next three columns are the various levels of capability you need to have set against those activities as either your experience increases or to cover specific tasks or responsibilities related to your role. You can find out more about these skill levels and their importance to every citizen who wants to use digital services in the Government Digital Inclusion Strategy. Basic Digital Skills – level 7 on the Digital Inclusion Strategy – is a level all civil servants should have:
Basic Digital Skills (Awareness): At this level you will have the digital skills and awareness you need to do your job effectively, as well as an understanding of the benefits of digital services in government and the need to provide support to anyone who needs help accessing these. You will understand why people use digital services in their personal life and how online services can be more efficient, faster, more timely (24/7) and simpler. Skills demonstrated include: the ability to use a computer or other digital device to send and receive e-mail, keep safe online, use search engines and browse the internet and intranet, as well as to upload, download and access attachments and fill in an online form. Working Level Digital Skills: At this level you will have more confidence with "beyond basic" digital skills, with the ability to use a range of software and digital tools that are specifically relevant to your role. Skills demonstrated include: confident user of digital and can use tools with direct application to your role such as a range of software applications, social media, mobile technology and a range of digital tools/open source products.
Practitioner Level Digital Skills: At this level you will be able to make and take a leading role in ensuring that others make the most of digital opportunities in relation to service delivery and understand what professions need to do to adapt to improve government services. You will also stay abreast of digital developments and help identify challenges and opportunities. Skills demonstrated include: ability to support others in attaining working level skills and understand the benefits of digital by challenging current approaches to providing information and services. You will also be able to lead and support the development of digital plans and strategies.
It is worth noting that as well as all the different services and roles in each department there are also widely varying IT standards and equipment. There are also equally many IT upgrade and change plans alongside the ongoing digitisation of government services. All this means the digital and IT capabilities you need are almost certainly going to change and so your capabilities will need constant review. With such a fluid environment this document will be updated periodically, whilst you may want to print this material for reference purposes, you and your manager should refer back this page frequently to ensure you are always working with the most up to date version.

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Digital and IT Capabilities for all Basic Digital Skills (Awareness) Working Level Digital Skills Practitioner Level Digital Skills
The exciting world of digital
Making the connection: describe how digital is used in the world
Digital for everyone: explain the benefits of digital services and the common worries people have about using digital services
The future of digital: explain where to find out what’s new and changing in the world of digital
Recommended Learning: Helping Customers in the Digital World (Being Digital by Default)
Help others get digital
Coach colleagues and customers to get the best out of digital and IT
Recommended Learning: Become a Digital Champion (Digitalskills.Com)
Get started
Get comfortable: Create a healthy and safe IT working environment
Get going: Switch on, log in and log out and other basic computer functions
Take control: Use the keyboard, mouse and other devices
Get involved: Understand the basic building blocks of computers (operating systems, programmes, databases, applications and files)
Getting around: Navigate the desktop (use icons, menus and task bars)
Your essentials: use your department’s intranet and Civil Service portals
Help!: Finding and using built-in help and tutorial functions
Recommended Learning: BBC Webwise Computer Basics GCF Free Learning
Make it personal: Adapt the computer to make it better for you Keyboard shortcuts Customise icons, menus and task bars Work smart: save time and work efficiently, cutting and pasting, etc
Get organised: Follow file naming best practice
Add a printer and print documents
Warnings (that are nothing to worry about!): Understand ‘computer says no’ messages
Running multiple systems and applications and toggling/moving between them
Recommended Learning: Core Skills Digital-IT (CSL Digital Learning schedule – select from list)
Get involved: understand how IT systems work and are developed
Basic Smartphone and tablet functions including touch screens
Advanced control: use specialised IT equipment
Go remote: Use wireless
Make it even more personal: Customise your computer, back things up, synchronise accounts and external devices
Tinkering with your printer: adjust the printer settings and keeping green
Recommended Learning:
(Providers’ free support) Apple Support Meet Android MS Windows 8 - How to
Keep it safe and secure
Safeguarding information: Protect government information; Know your responsibilities (Civil Service
Stay healthy: know potential risky digital encounters and use preventative measures: Digital signatures
Stay healthy: Cure threats in digital encounters (virus and data loss)

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Digital and IT Capabilities for all Basic Digital Skills (Awareness) Working Level Digital Skills Practitioner Level Digital Skills
protocols and Data Protection Act principles)
Protecting you: Keep your identity secure and information safe Passwords Security settings.
Recommended Learning: Handling Information and Data (CSL) Responsible for Information (CSL) Cyber Street (Home Office) Get Safe Online (Free expert advice) Browser settings Cookies Firewalls, anti-virus and anti-malware action and software Email and dealing with potential scamming.
Recommended Learning: Staying Safe Online (Digitalskills.com)
Recommended Learning: Cyber Street Keeping Healthy (Home Office)
Communicate with Colleagues
Quick and short communications: use email
First glance: the features of your inbox (sections and toolbars)
Go!: use basic functions to send a message
Create messages people will read: use the best language, style and layout for digital communication
Handle bulky packages or attachments: attach, open and verify other files and documents to emails
Recommended Learning: Getting Started with Email (digitalskills.com) Email Basics (GCFlearnfree.org) CSL MS Outlook learning: 2010 Level-1, 2007 Intro, 2003 Intro
Quick & short communications: customise email
Manage contacts: create messages to send to groups of people
Manage your email: storing and organising your email folders
Get designing: create a standard template for your email (settings, fonts, signatures, etc)
Blocked delivery: understand security systems, spam and junk emails
Navigate and organise your inbox: search email folders
I’m off or you’re off: look after a colleague’s emails and letting people know you’re out of the office
Recommended Learning: CSL MS Outlook learning: 2010 Level-2, Level-3, 2007 Adv, 2003 Adv
Quick & short communications: tune up email
Collaborating to manage email: arrange for a colleague to access and use your inbox and work with others using a shared inbox
You’re in charge: setting rules and automatic responses
Trumpet: sending broadcast messages
Recommended Learning: CSL MS Outlook learning: 2010 Level-4 MS Office Official Site (select from list)

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Digital and IT Capabilities for all Basic Digital Skills (Awareness) Working Level Digital Skills Practitioner Level Digital Skills
Everyday tools: use basic word processing: Opening documents Creating basic and draft documents Navigating menus and toolbars and using basic tools (spell check, layout, fonts, formatting, etc) Using help functions Cutting and pasting Printing
Recommended Learning: CSL MS Word 2010 Level-1, 2007 Intro, 2003 Intro, Typing Tutor (CSL) MS Office Official Site (Select from list)
Enhanced tools: use word processing functions and tools: Track changes, Toolbar/ribbon settings, Finding and replacing, Inserting objects and tables, Use styles, templates and stock forms/letters Levels of protection, Headers and footers, page numbering, etc
Recommended Learning: MS Word 2010 Level-2, Level-3, 2007, 2003 MS Office Official Site (select from list)
Specialist communications tools: use spreadsheets and presentations
Use MS Excel: Open spreadsheets; Create basic spreadsheets; Use basic tools and functions including help.
Recommended Learning: CSL MS Excel 2010 Level-1, Level-2, 2007 Intro, 2003 Intro
Use MS PowerPoint: Open presentations, Create basic presentations and Use basic tools (layout, fonts, text boxes, shapes, etc).
Recommended Learning: CSL MS PowerPoint 2010 Level-1, Level- 2, 2007 Intro, 2003 Intro
Advanced tools: use MS Office specialist features and bolt-ons: Use formulae Use Styles, templates and add-ons Customise settings Work with tables and grids, Customise layout and colours Insert images (photos, graphics and diagrams) Adjust objects and their settings Use extras such as:
o Live Meeting
o Macros
o MS Project
o MS Access
Recommended Learning: CSL MS Word: 2010 Level-4, Level- 5, 2007 Adv, 2003 Adv CSL MS Excel: 2010 Level-3, Level- 4, 2007 Int, 2003 Int CSL MS PowerPoint: 2010 Level-3, Level-4, 2007 Adv, 2003 Adv MS Access and MS Project Core Skills – CSL Digital Resource Page MS Office Official Site (select from list)

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Digital and IT Capabilities for all Basic Digital Skills (Awareness) Working Level Digital Skills Practitioner Level Digital Skills
Use common tools and functions: Access shared areas and folders Notepad Adobe reader (including help function) View and listen to video and audio Access to shared and controlled access folders (Local arrangements and information) Document titles and filenames
Recommended Learning: CSL MS Windows: XP Intro, Vista Intro, 7 Level-1
Operate devices: External storage (where permitted) Plug-in devices (where authorised)
Recommended Learning: Get Safe Online (Getsafeonline.org) Available via help functions and tutorials embedded in each software package used.
Support Activities: Basic support to colleagues Managing and writing online content Setting up and holding meetings online Managing membership
Recommended Learning: Available via help functions and tutorials embedded in each software package used.
Communicate with Customers
Introduction to Social Media: Find, join and access information Set up a basic account Post messages and comments Find people and pages View and respond to others Understand restrictions and protocols Use communications tools like Skype, instant messaging and chat rooms Access well known sites such as Facebook and Twitter or any of the many others now available
Recommended Learning: What Digital By Default Means (CSL) Helping Customers in the Digital World (CSL) Cyber Streetwise Social Media (Home
Taking control of Social Media Fine tune a profile Adjust settings Upload images and other content Use social media for business functions
Recommended Learning: Helping Customers in the Digital World (CSL) Cyber Streetwise Social Media (Home Office)
Thrive with Social Media: Monitoring accounts and moderating content Setting up a page Real-time activity
Recommended Learning: Introduction to Social Media (CSL)

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Digital and IT Capabilities for all Basic Digital Skills (Awareness) Working Level Digital Skills Practitioner Level Digital Skills
Office) GCF Free Learning - Internet
Meet GOV.UK Access and navigate GOV.UK site Find home department pages and their online services and forms
Recommended Learning: Helping Customers in the Digital World (CSL) GOV.UK Help
Adopt GOV.UK Find and complete online forms Set up a Government Gateway account and register for services Find and access translation services
Recommended Learning: Helping Customers in the Digital World (CSL) GOV.UK Help
Nurture GOV.UK Research for projects and papers Access OGD databases Support customers to find services
Recommended Learning: GOV.UK Help
Use online services Set up goods and services accounts Operate internet banking Online shopping Identify other goods and services
Recommended Learning: Cyber Street - Banking (Home Office) Cyber Street - Online Shopping (Home Office)
Research
Experience the web, internet browsers and search engines: Understand input fields and how they work (address bar and search) Find websites Use links Search types Set a home page Set and use bookmarks
Find what you are looking for: Use wildcards and refining searches Sift results Locate specific items such as YouTube content and Wikipedia articles Research related items Use what you have found: Understand cookies Downloads and saving
Make it work for you: Adjust settings Use tools and customise Edit and manage bookmarks Manage history and temp folders Save and print Carry out formal research online
Recommended Learning:

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Digital and IT Capabilities for all Basic Digital Skills (Awareness) Working Level Digital Skills Practitioner Level Digital Skills Create desktop shortcuts Access information sources like Wikipedia Use and navigating on-line guidance Find and access external web sites of providers, partners and service providers Find useful information services like maps, travel, local services, etc
Recommended Learning: GCF Free Learning - Internet Use and save hyperlinks Verify data accuracy Understand copyright
Recommended Learning: Internet Basic Search (Digitallearn.org) Navigating Websites (Digitallearn.org) Internet101 (GCFlearnfree.org) Internet101 (GCFlearnfree.org)

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Additional Digital Capabilities for Managers and Team Leaders
Basic Digital Skills (Awareness)
Working Level Digital Skills
Practitioner Level Digital Skills
Digital services
Proficiency: Ensure your own development of digital skills and are a role model to your team
Knowledge: Recognise and articulate the business and social benefits of digital service delivery
Activity: Support your team and provide the right environment Ensure they have the basic skills to effectively use the available IT equipment, tools and software Actively encourage staff to innovate service delivery
Safety: Ensure pre-requisite health and safety learning has been completed and all appropriate measures are in place
Growth: Ensure digital features in personal development plans
Extend: Ensure digital service development is prominent in all communications and meetings
Application: Use digital channels for communication wherever possible and share good practice with other teams
Implement: Find out about and use Agile
Champion: Actively promote digital services
Risk: Calculate and measure the level of risk in the development of digital services positively
Accelerate: Help identify and target key services to swiftly shift to digital delivery
Contingency: Ensure the team has backup and safety measures in place and understand the risks
Enhance: Use customer feedback to improve the quality of services
Digital communications
Grasp: Recognise and articulate how digital and social media works, it’s strengths and weaknesses and how it is accessed and effectively used
Utilise: Fully apply internally available digital media as part of all team communication arrangements
Innovate: Recognise when and how to effectively use social media and other digital communications tools
Opportunity: Identify services where social media applications could be used to communicate with customers
Measure: Ensure appropriate and effective methods of evaluation are in place
Study: Analyse results and identify successes and areas for improvement
Liaison: Consult customers and stakeholders to improve services
Learning and more Information:
What Digital By Default Means
Helping Customers in the Digital World
Digital By Default Service
GOV.UK Service Design Manual
Service Manual Essential Reading
User Centred Design
Service Managers
Features of Agile
Performance Measurement

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Additional Digital Capabilities for Leaders and Senior Managers
Basic Digital Skills (Awareness)
Working Level Digital Skills
Practitioner Level Digital Skills
Digital services
Advocate: Champion digital services. Promote the ethical, business and social benefits of delivering the business digitally
Nurture: Provide the right environment for digital: messages, capability building and performance frameworks
Continuity: Ensure risks and safety protocols associated with digital services are understood and applied
Centred: Ensure digital service delivery is at the heart of all business delivery strategy and changes
Reinforce: Ensure digital service development is prominent in all communications and strategy
Share: Promote good practice with other services, directorates and departments
Boost: Make customer feedback integral to enhancing services
Evolve: Use Agile methodology for all process and service delivery changes
Freedom: Encourage innovation and measured risk taking in the development of digital services
Momentum: Develop strategy to identify and target key business units and services to promote shift to digital delivery and share experience
Involvement: bring the right people together to deliver services
Digital communications
Exemplar: Use available media as part of all internal communications arrangements
Integration: Identify services and business units where social media applications could be used to communicate with customers/claimants
Evaluate: Ensure appropriate and effective methods of feedback, analysis and measurement are in place
Extend: Liaise with service providers and suppliers, customer groups to improve services
Learning and more Information:
What Digital By Default Means
Helping Customers in the Digital World (Delivering a Digital Strategy)
Digital by Default Service
GOV.UK Service Design Manual
Service Manual Essential Reading
User Centred Design
Service Managers
Features of Agile
Alpha in Half a Day (CSL Digital Masterclass
The Digital Landscape (CSL Digital Masterclass)
Performance Measurement
Agile Project Management

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Additional Digital Capabilities for Service Managers
Practitioner Level Digital Skills
Digital services
Drive: Foster and expand digital services. Promote the ethical, business and social benefits of delivering the business digitally and develop appropriate services
Stimulate: Know your customer and identify the opportunities for digital: new services, messages, capability building and performance frameworks
Durability: Ensure risks and safety protocols associated with digital services are understood and applied
Service Manager
Aligned: Ensure digital service delivery is at the heart of all business delivery strategy and changes
Underpin: Ensure digital service development is prominent in all communications, strategy and new service design and delivery
Share: Promote good practice with other services, directorates and departments
Foster: Make user and customer feedback integral to enhancing services
Cultivate: Use Agile methodology for all new and changed processes and services
Inventiveness: Drive, apply and innovate with measured risk taking the development of new digital services
Vigour: Develop and influence strategy to identify and target key business units and services to promote shift to digital delivery and share experience
Connection: actively engage with the right people and bring them together to deliver services. Work with Digital Experts in your IT area and front line staff to develop, deliver and improve a customer service.
Digital communications
Exemplar: Use available media as part of all internal communications arrangements
Integration: Identify services and business units where social media applications could be used to communicate with customers/claimants
Evaluate: Ensure appropriate and effective methods of feedback, analysis and measurement are in place
Extend: Liaise with service providers and suppliers, customer groups to improve services
Learning and more Information:
What Digital By Default Means
Helping Customers in the Digital World (Delivering a Digital Strategy)
Digital by Default Service
GOV.UK Service Design Manual
Service Manual Essential Reading
User Centred Design
Service Managers
Features of Agile
Alpha in Half a Day (CSL Masterclass)
The Digital Landscape (CSLMasterclass)
Performance Measurement
Agile Project Management