The Publica Way

At Publica we put our customers first.  We provide excellent service to our local communities, the councils and clients we support and our colleagues.  Our aim is to have a reputation for service that is second to none, and we do that by staying true to our shared values. This is the way we work and how we make our customers smile.

Authentic

• We act genuinely and transparently. We do the right thing for our customers, our organisation and each other.
• We don’t just go through the motions. We take time to engage with, listen to and really understand our customers’ needs.
• We’re honest and decent. We admit it when we make a mistake, we put it right and we learn from it.
• We respect and support our colleagues. We look out for each other and are always ready to step in and help.

Modern

• We are not set in our ways.  We are constantly looking to find ways to innovate and do things smarter.
• We are curious and ask questions. We create an environment where feedback and challenge is welcome.
• We innovate, embrace new technology and find ways to improve and work better.
• We work collaboratively, actively sharing our learning and experiences with each other and recognising each other’s success and achievements.

Flexible

• We are agile – adapting how and what we do to meet the demands of our customers, our colleagues, our local communities and the needs of the modern world.
• We are practical, use our common sense, insight and judgement. We are willing to adapt and make changes as the need arises.
• We go out of our way to deliver for our colleagues and for our customers, even if that means changing our plans.
• We are always willing to learn new methods, tools and techniques to improve the service we deliver and meet the future needs of our customers.

Thoughtful

• We take pride in delivering a great service, taking the time to understand and care about our customers and their needs.
• We work to high standards, aiming to add value at every opportunity and deliver our best.
• We are warm and approachable, acting professionally but still being friendly and kind.
• We respect our colleagues and customers.