Best Practices in Public Service delivery

Statement of Need

In many African countries, central and local governments continue to provide services to citizens. Governments have also contracted out some public services to the private sector and not – for – profit organizations. Regardless of the mode of delivery, citizens perennially express dissatisfaction with the quality, quantity and cost effectiveness of public services, lack of transparency in service provision, “rent seeking” behavior and poor customer relations. The programme will address emerging methods and approaches in improving public service delivery.

Who Attends

Permanent/principal secretaries, commissioners, directors and senior officials in government ministries at central and local level executive agencies and enterprises in both the public and private sectors

How participants will benefit

At the end of the Programme, participants will be able to:

• Describe comprehensive step by step methodology for analyzing public service delivery.
• Apply methods for analyzing the contribution of various actors in the public service value chain.
• Apply analytical techniques for public service delivery improvements.

Topics Include

• Public sector value chain.
• Alternative service delivery methodologies.
• Service delivery surveys.
• Designing quick wins.
• Designing client service charters.
• Operationalizing client service charters.