Additional information
| Course Duration | |
|---|---|
| Training Location | |
| Delivery Format |
- From: Mar 02, 2027
- To: Mar 03, 2027
-
Duration:
2 Days
- Location:
Course Code: AX-GOV-010
Public Service Excellence & Citizen Experience
Transforming Government Services Through Service Excellence, Citizen-Centric Design, Performance Improvement & Stakeholder Engagement
$1,250.00
Course Information
Course Overview
Citizens increasingly expect government services to be accessible, responsive, consistent and efficient. Public-sector organizations must understand citizen needs while balancing regulatory, operational and resource constraints.
This course introduces practical approaches to improving public services and creating a more citizen-centered service culture.
Learning Objectives
- Explain the principles of citizen-centric public service.
- Map citizen journeys and identify service improvement opportunities.
- Apply service design approaches to citizen needs.
- Develop measures of service quality and performance.
- Use complaints and feedback to improve services.
- Strengthen employee engagement and service culture.
- Improve stakeholder communication and engagement.
- Develop practical actions for continuous service improvement.
Who Should Attend
- Government service delivery professionals
- Customer experience and service management professionals
- Public administration and operations professionals
- Communications professionals
Course Outline
This course covers the following core modules:
- Understanding Public Service Excellence
- Citizen Experience
- Citizen-Centric Service Design
- Service Performance
- Complaints & Feedback
- Employees & Service Culture
- Stakeholder Engagement
- Continuous Service Improvement
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