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Short Course: Governance And Public Sector Management

Course Title: Design and Implementation of Service Delivery Surveys

Venue: Kampala, UGANDA  
Learning Duration:  2 weeks 
Starting: 9 Oct 2017  Ending: 20 Oct 2017
Fees: 1500 USD
Payment Details: to cover tuition and training materials only.

Service delivery surveys are an important input into any service quality improvement program. They also provide information that would be used in not only performance management initiatives, but also in the formulation of strategic plans. Results of these surveys should be the basis for crafting an appropriate client service charter.

HOW PARTICIPANTS WILL BENEFIT

At the end of the course participants will be able to:

  • Explain the role of surveys in measuring efficiency in client service delivery;
  • Design and conduct service delivery surveys;
  • Apply results of service delivery surveys in formulating service quality

improvements;

  • Share with other trainees' country experience in carrying out service delivery.

WHO SHOULD ATTEND?

Senior public service employees in central government ministries and agencies, planning officers in ministries, senior officials in local government administrations, representatives of development agencies and non-governmental organizations.

TOPICS INCLUDE

  • Aims of serviced delivery surveys:
  • Steps involved in planning surveys;
  • Carrying a service delivery;
  • Analysing service delivery survey data;
  • Setting service quality standards;
  • Measuring customer satisfaction;
  • Writing service delivery survey report;
  • Implementing improvements in service delivery;
  • Monitoring and evaluating quality of services.

Course No:  2017-10-09-3-11-1682

Apply Online

PROGRAMME ANNOUNCEMENTS

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