Make Making Effective Decisions visible through specific AO-level actions
Making Effective Decisions is about reaching an accurate and fair conclusion by using the right information, guidance and support. This guide translates the official AA/AO points into practical evidence and shows how to build a complete statement without inflating the level of responsibility.
Making Effective Decisions is about reaching an accurate and fair conclusion by using the right information, guidance and support. For an AO role, this usually means checking evidence, resolving gaps, considering the people affected and seeking clarification instead of guessing.
At AO level, the behaviour is often demonstrated through practical situations such as deciding whether evidence is sufficient, correcting a record, choosing between service options, escalating an exception or advising a colleague on a routine decision. A strong answer shows the information and reasoning behind the decision, not just the final choice.
What are the criteria at AO level?
The official AA and AO behaviour guide lists 5 points for Making Effective Decisions. Quote them exactly in your planning notes and make each point visible through evidence.
1
“use guidance, analyse relevant information and ask colleagues for input to support decision making”
2
“identify and deal with any errors or gaps in information before making a decision”
3
“consider the diverse needs of those affected by decisions and how it will impact them”
4
“provide advice and feedback to support others in making accurate decisions”
5
“ask others to clarify decisions when confused and query any issues that arise constructively”
What each criterion means in practice
1
Use guidance and relevant information
Identify the rule, record, evidence or data that applies, and ask a colleague for input when necessary.
2
Close errors and gaps
Do not decide from incomplete or contradictory information. Check, correct or request what is missing.
3
Consider different needs and impacts
Think about accessibility, vulnerability, fairness and the practical consequence for people affected.
4
Support others to decide accurately
Share useful advice, explain the relevant rule or provide feedback that helps a colleague improve a decision.
5
Seek clarification constructively
Question unclear instructions or decisions respectfully, stating the issue and asking for the reasoning or correct approach.
How to structure your statement
Use Situation, Task, Action and Result as a private writing structure. Do not add the labels to the final application unless the vacancy specifically asks for them. Keep the opening short and reserve most of the word count for your personal actions.
A practical 250-word balance
Part
Suggested space
What to include for Making Effective Decisions
Situation
25 to 40 words
The setting, people involved and the issue that made the behaviour relevant.
Task
25 to 35 words
Your own responsibility and the outcome you needed to achieve.
Action
130 to 160 words
The criterion-linked steps, decisions, checks, communication and reasons for your approach.
Result
30 to 45 words
The practical outcome and any useful improvement that followed.
Weak evidence
I reviewed the information and made the best decision for the customer.
Stronger evidence
I checked the relevant procedure and records, resolved a contradiction with the responsible colleague, considered the impact on the person affected and recorded a clear reason for the decision.
Subscribers can unlock the full AO Making Effective Decisions scoring method below, followed by three complete example statements close to 250 words, detailed explanations of why each example works and a final checklist for adapting your own evidence.
Join our careers service to read more...
If everyone knew the best tricks and tips then they would no longer work! That is why the best guidance is for members only.
Subscribe to open the locked section on this page and get access to the full Civil Service Careers premium library.
Get help with applications, interviews, behaviours, personal statements, CVs, tests, workplace problems, promotions, and career decisions, all written for people who want a better result.
