Course Title: Design and Implementation of Service Delivery Surveys
Venue: ESAMI Headquarters, Arusha, TANZANIA
Learning Duration: 2 Weeks
Starting: 8 Oct 2018 Ending: 19 Oct 2018
Fees: 1500 USD
Payment Details: To cover tuition and training materials only.
COURSE OVERVIEW 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.
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.
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 country experience in carrying out service delivery.
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.