COURSE OVERVIEW
As citizens change in their expectations, mobility and technological abilities, effective governments also make changes in how they shape and deliver public service to conform to the changes. Citizens’ number one priority for public services is better understanding of needs of their needs. They want structural shift in public service design and delivery that will push public services towards becoming more outcome focused, closing gaps in expenditures, expectations and public service performance.
Citizens want to see shift from standardized services to personalized services, from reactive to insight driven, from public management to public entrepreneurship and shift from piecemeal efficiency to mission productivity. Many governments struggle in tracking the very question of moving from planning to execution, hence governments need shift in leadership and accountability programs to move public service towards a more integrated holistic service platform for citizens, whilst pushing public service to work in collaboration. This should result in productive public service that gets closer to citizens, deliver better results and improve relationships with citizens. Leadership should also ensure that strategic priorities are reflected in the service delivery outcome.
WHO SHOULD ATTEND?
Permanent/principal secretaries, commissioners, directors and senior officials in government ministries at central and local level, executive agencies and enterprises in both public and private sectors.
HOW PARTICIPANTS WILL BENEFIT
At the end of the course, participants will be able to:
• Develop innovative solutions to tackle service delivery challenges
• Understand, design and deliver services around citizens
• Engage citizens as partners in service design
TOPICS INCLUDE
• Inspiring public service leaders
• Personalizing service delivery
• Cooperation and collaboration beyond across public service boundaries
• Shift from Public managers to Public entrepreneurs
• Multi-Dimensional aspect of service integration
• Service integration techniques
• Colocation of service
• Selecting and operationalising service indicators
• Operationalization of a service strategic framework
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