Tell us about a specific time when you had to handle a tough problem which

challenged fairness or ethical issues. What did you do? What was the outcome?

•Situation: In my current role, while reviewing the BU advice for a ministerial

correspondence, I noticed a discrepancy in the input. The content made mention
of an email sent to the customer, but the content of the email was not provided,
and I was unable to locate the email from SF. Also, I could not find evidence of how
the resolution was confirmed. As the DRIVE can only be accessed after verifying
the customer. The missing info can compromise the fairness of the resolution.
•Task: I needed to ensure adherence to strict ethical standards and ensure proper
resolution.
•Action: I immediately escalated the issue to my SA and we reviewed the BU
advice against established guidelines. I then emailed with the CRT and requested
additional information and for the customer to be contacted to confirm the
customer’s licence status in DRIVE. I placed a temporary pause on the approval
process until all required information was received.
•Result: The issue was resolved transparently and promptly. The correct
procedures were reinstated, resulting in a fair outcome for the customer.
Question: Describe a time when you witnessed misconduct, illegal, or
inappropriate behavior. What did you do? What was the result?

•Situation: During a period of high workload, I observed a colleague

using internal resources for personal gain, which conflicted with our
code of conduct.
•Task: I was determined to address this issue without compromising
team morale or breaching protocol.
•Action: I discreetly documented the incident and reported it to my
manager, following our internal guidelines. I then assisted in a review
meeting where procedures were discussed and reinforced, ensuring
the team understood the consequences of such actions.
•Result: The matter was investigated and resolved appropriately. The
team subsequently received refresher training on ethical practices and
compliance, leading to a renewed focus on integrity across the
department.
Question: Describe a situation where you showed initiative. What was the
outcome?

•Situation: Our shared Digital NSW mailbox was overwhelmed with

incoming requests, leading to delays in response times and frustration
among stakeholders.
•Task: I needed to streamline the process to ensure prompt responses
and better workload management.
•Action: I took the initiative to design and implement an enhanced
email triage system using Outlook’s rules and categorisation features.
I also set up a digital dashboard to track pending items and deadlines.
•Result: The new system improved response times by 30% and
reduced errors. Stakeholders noted a significant improvement in
service delivery, and my solution was adopted as a standard practice
within the team.
Question: Tell us about a time when your manager criticized your work. How
did you respond?

•Situation: Early in my career, my manager pointed out that my

briefing notes were too lengthy and lacked a clear focus.
•Task: I needed to refine my communication style to ensure my
documents were concise and impactful.
•Action: I requested detailed feedback and enrolled in a professional
writing workshop. I then revised my briefing note template to include
clear headings, bullet points, and a summary section. I also practiced
presenting my drafts for further feedback before final submission.
Result: My briefing notes became more succinct and focused,
earning praise from my manager. This improvement not only
increased my efficiency but also enhanced the clarity and quality of
our internal communications
Question: Give an example of how you turned a dissatisfied customer into a
satisfied one. What did you do?

•Situation: A key stakeholder was frustrated due to delays in processing

their procurement request, which was affecting a critical project timeline.
•Task: I needed to address their concerns quickly and restore their
confidence in our service.
•Action: I personally reached out to the stakeholder, actively listened to
their concerns, and identified the bottlenecks in the process. I then
coordinated with the procurement and IT teams to fast-track the
necessary approvals and provided regular updates throughout the
process.
•Result: The request was expedited, and the stakeholder’s issue was
resolved ahead of schedule. They expressed gratitude for the proactive
communication and personal attention, and our improved process
helped prevent similar issues in the future.
Question: Give an example of a time you anticipated a customer's needs and
were able to impact customer satisfaction. How did you do it?

•Situation: While reviewing our incoming requests, I noticed that

customers often became frustrated when they weren’t kept in the
loop regarding the status of their enquiries.
•Task: I wanted to improve our communication process to preempt
customer concerns and enhance satisfaction.
•Action: I developed an automated update system within our
eApprovals platform that sent regular status notifications to
customers. Additionally, I set up a protocol for follow-up emails when
delays were detected.
Result: Customer satisfaction improved noticeably; follow-up surveys
showed a 20% increase in positive feedback. This proactive approach
not only reduced complaints but also built stronger, trust-based
relationships with our customers
Question: Give an example of where you have had to involve and work with
employees from other divisions to improve a customer service process. Please
describe what happened and the result.

Situation: There was a recurring issue with delays in processing inter-departmental

requests due to siloed information systems.

Task: I was tasked with facilitating better collaboration between divisions to streamline
the process.

Action: I organised a series of cross-divisional meetings to map out the existing process,
identify pain points, and propose a unified digital dashboard that tracked the status of all
requests. I worked closely with IT and the respective department heads to implement this
solution.

Result: The collaboration resulted in a 25% reduction in processing times and enhanced
transparency. The improved process not only boosted customer service ratings but also
fostered a culture of cooperation across divisions.
Question: Describe a recent work situation that required you to perform
several tasks or work on several projects at the same time. What did you do?

•Situation: In one cycle, I was responsible for drafting multiple briefing

notes, handling urgent eApprovals requests, and supporting the rollout of a
new digital records system—all concurrently.
•Task: I had to manage these tasks efficiently to ensure timely completion
without compromising quality.
•Action: I prioritised my tasks using a digital task management tool,
breaking each project into smaller, manageable components with set
deadlines. I scheduled dedicated time blocks for deep work and maintained
constant communication with stakeholders to manage expectations.
•Result: All tasks were completed on time and to a high standard, which
was acknowledged by both my supervisor and senior management. The
approach improved overall team efficiency and helped establish a
replicable workflow for future multi-tasking situations.
Question: Tell us about a time you wish you had spent more time planning
before starting on a project. What happened?

•Situation: Early in my role, I rushed into drafting a briefing note

for a minor procurement without a full planning phase due to a
tight deadline.
•Task: My goal was to deliver a complete briefing note on time
while ensuring accuracy and compliance.
•Action: Although I managed to submit the briefing note, I later
discovered several areas that required revision, resulting in
additional follow-up work. Recognising this, I developed a detailed
pre-planning checklist for future projects.
•Result: Since then, my planning process has become much more
robust, leading to fewer revisions, smoother project execution,
and enhanced overall outcomes.
Question: Give us an example of how you use technology in your role to make
complex tasks simpler.

•Situation: Our team was struggling to manage the high volume of

requests received through our shared mailbox, which was impacting
our response times.
•Task: I needed to simplify the process to ensure efficiency and
accuracy.
•Action: I leveraged Outlook’s automation features to create rules that
sorted incoming emails by priority and topic. I also developed a digital
dashboard that provided real-time tracking of request statuses,
integrating this with our task management system.
•Result: This initiative reduced response times by 30% and
significantly increased the overall efficiency of the team. The
streamlined process was highlighted as a key improvement in our
quarterly review.
Question: How do you support the implementation of system improvement
initiatives and the rollout of new technologies?

•Situation: Our organisation was transitioning to a new eApprovals

system to improve procurement processing.
•Task: I was responsible for ensuring a smooth transition and
supporting the team during the rollout.
•Action: I participated in pilot testing, provided detailed feedback
on system functionality, and developed user guides and training
sessions tailored to our team’s needs. I also served as the first
point of contact for troubleshooting during the initial phase.
•Result: The new system was adopted with minimal disruption, and
our team’s efficiency increased. The training materials I developed
were later used as the standard resource for onboarding new staff,
contributing to a smoother and more confident transition.