Occupational Summary
A Public service operational delivery officer Level 3 apprentice delivers and manages frontline public services to ensure citizens receive the services and protection they need. They help people understand what services are available and what they must do to comply with rules, undertake casework and process transactions, and handle enquiries and escalations. Apprentices carry out a wide range of duties across most central government departments and agencies and in local government for towns, cities, boroughs or counties, liaising with customers and businesses, using digital systems, maintaining records and applying safeguarding and compliance measures.
The Level 3 apprenticeship comprises 22 knowledge, skills and behaviours (KSBs), is typically completed in 12 months and has maximum funding of £2,500. End-point assessment is via a professional discussion underpinned by a portfolio of evidence.
View official Skills England source text
Operational Delivery Officers have the vital job of keeping the country running. They make sure that citizens get the services and protection they need, and help people understand what is available and what they need to do to comply with the rules. Operational Delivery Officers make a difference every day to the lives of millions of people. They do hundreds of jobs in most departments and agencies in central government. They also work in local government, delivering services for towns, cities, boroughs or counties. This apprenticeship will give you great development opportunities to equip you to be an internationally-recognised professional in the part of the Civil Service that really makes things happen for customers and businesses.
Important Notice
This apprenticeship is in the process of being revised. In the meantime, the version below remains approved for delivery. Further details of this and other occupational standards and apprenticeships in revision are available in the revisions status report.
What's in the Delivery Pack?
Every section is tailored specifically to the ST0314 standard, using official KSB data, the published assessment plan, and sector-specific context.
KSB Interpretations
Plain-English interpretation of every Knowledge, Skill and Behaviour
EPA Preparation
End-point assessment readiness, gateway checklist and method guidance
Delivery Risks
Occupation-specific risks, mitigations and early warning signs
Delivery Model Options
Model-selection guide comparing day release, block release and front-loaded approaches
On/Off-the-Job Mapping
Which KSBs are best taught by the provider vs developed in the workplace
Initial Assessment & RPL
Starting points, prior learning recognition and programme adaptation
English, Maths & Digital
Where functional skills embed naturally and standalone qualification guidance
Employer Engagement Guide
Employer commitments, progress reviews and workplace engagement guidance
Get the ST0314 Delivery Guide
Unlock all 8 AI-powered sections — KSB interpretations, EPA preparation, delivery risks, employer engagement, and more. Tailored to Public service operational delivery officer.
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Knowledge, Skills & Behaviours
Knowledge
3- K1: Legislation, Policies and Procedure: Understanding the principles, practices, regulations and law in your own area of op...
- K2: Customers: Understanding the diverse range of customers and communities, and their needs, rights and expectations, from ...
- K3: Range of Services: Having an appreciation of the range of public services available that are delivered across governmen...
Skills
8- S1: Customer Service: Delivering services to a wide range of customers, including those most in need and vulnerable, recogn...
- S2: Working together: Working well with your team, colleagues and others and developing productive working relationships to ...
- S3: Gathering and managing information: Complying with data protection principles. Accurately reviewing, validating, process...
- S4: Negotiation and influencing: Using tact and diplomacy to negotiate with individuals or businesses to ensure they comply ...
- S5: Problem solving and decision making: Identifying problems quickly and using a range of techniques to solve them and stop...
- + 3 more items
Behaviours
11- B1: Changing and improving: Being open to change. This includes being creative in supporting continuous improvement or chang...
- B2: Making effective decisions: Having sound judgement. This includes making decisions about the relevance, quality and accu...
- B3: Leading and Communicating: Leading by example. This includes being even-handed, supportive, and not letting personal opi...
- B4: Collaborating and partnering: Working collaboratively and building professional relationships with colleagues. This incl...
- B5: Building capability for all: Learning and building your own knowledge and skills, and developing the mindset and ways of...
- + 6 more items
End-Point Assessment
Assessment Plan
Type: PDF
Version & Source
- Version
- 1.1
- The funding band for this standard has been reviewed as part of the apprenticeship funding band review. The new funding band is £2500 and will be implemented for all new starts on 30 September 2019.
- Last changed
- 25 Feb 2022
- Earliest start
- 30 Jun 2019
- Approved for delivery
- 27 Aug 2015
- EQA Provider
- Ofqual
- Sector Subject Area
- 1.4 Public services
- Trailblazer
- TB0305
- Last checked
- 11 Mar 2026
Frequently Asked Questions
What knowledge, skills and behaviours are in the ST0314 standard?▼
The Public service operational delivery officer apprenticeship has 3 knowledge items, 8 skills, and 11 behaviours that apprentices must demonstrate.
How long is the Public service operational delivery officer apprenticeship?▼
The typical duration is 12 months, with a maximum funding band of £2,500.
What does a delivery guide for ST0314 include?▼
The KSB Planner delivery guide includes plain-English KSB interpretations, EPA preparation guidance, delivery risk analysis, on/off-the-job mapping, employer engagement strategies, and more — all tailored to ST0314.
Data sourced from Skills England. KSB Planner delivery guides are an interpretation and planning aid based on official published source material — not an official regulator-issued document.