Factsheet for the revised NSW Public Sector Capability Framework

Overview:

The NSW Public Sector Capability Framework (Capability Framework) is a foundational tool that helps the public sector attract, recruit, develop and keep a skilled, adaptable workforce. It provides a shared language to define the capabilities needed for work at every level across our large and diverse workforce.

This fact sheet explores these key topics:

• Why was the Capability Framework revised?
• What’s staying the same?
• What’s changed?
• What does this mean for roles and recruitment?
• Where can I learn more?

Why was the Capability Framework revised?

The Capability Framework was first published in 2013 and there have not been any significant changes to it since then.  The Office of the Public Service Commissioner undertook a comprehensive review of the Capability Framework to ensure it remains fit for purpose and reflects the technological, societal, and organisational changes shaping how we work.

What's staying the same?

• The Capability Framework retains the same 20 capabilities across 5 capability groups: Personal Attributes, Relationships, Results, Business Enablers and People Management.
• The Capability Framework continues to have 5 capability levels showing the progressive increase in complexity and skill. The levels are: Foundational, Intermediate, Adept, Advanced and Highly Advanced.
• Behavioural indicators describe the types of behaviours or actions that indicate effective performance at each capability level. They are not exhaustive, and not all indicators will be relevant for every role.
• Occupation-specific capability sets have not been revised. 

What's changed?

1. Customer service strengthened

The revised Capability Framework places a stronger emphasis on customer-focused service, with the largest updates in the Commit to customer service capability.

Language now consistently uses ’customer’ and recognises that customer service involves both external and internal customers.

2. Diversity and inclusion uplift (including cultural capability)

Language across the Capability Framework has been updated for plain English, accessibility and inclusive phrasing.

Cultural capability has been embedded throughout the Capability Framework, integrating behavioural indicators that reflect the three key elements - cultural awareness, cultural safety, and cultural competency. These indicators are integrated into existing behavioural indicators and also appear as new behavioural indicators. Cultural capability is particularly highlighted in the Value diversity and inclusion capability.

These changes embed the knowledge, skills and abilities needed to perform our roles in ways that respect diverse cultures and backgrounds of colleagues and the community we serve.

Changes also highlight the importance for us to actively engage with people with lived experience to inform policy, programs, services and communication. 

3. Digital and data literacy modernised

The Technology capability has been revised to better reflect contemporary work practices. It covers cyber security, responsible use of digital tools (including automation and artificial intelligence), and compliance with records, privacy and information management requirements.

Digital and data expectations are also present across other capabilities, relating to data insights and applying data security, ethics, and privacy considerations in decision-making.

4. Other changes

We have strengthened behaviours related to integrity and ethical conduct, psychological safety, change management, strategic workforce planning, and leadership through these updates.

What are the next steps?

Following the launch of the revised Capability Framework, agencies should update existing role descriptions and related systems and resources by 29 January 2027. For any new recruitment activities throughout 2026, we recommend agencies use the revised Capability Framework in the recruitment process.

Supporting resources are available on the Capability Framework pages and include: