Citizens increasingly expect simple, accessible, and reliable digital public services, raising the bar for service delivery. This Program equips professionals to design and deliver digital public services.
Designed for manager-level public service and digital staff, the Program reflects international digital service delivery practice worldwide. It is directly applicable to delivering digital public services in any context.
Course Objectives
Upon the successful completion of this program, attendees will be able to:
- Understand digital public service delivery
- Apply citizen-centred service design
- Map and improve service journeys
- Digitise and redesign services
- Build accessible and inclusive services
- Manage service delivery channels
- Apply service standards and quality
- Manage online service platforms
- Integrate services and data
- Manage service performance
- Gather and act on user feedback
- Manage service operations and support
- Ensure security and trust in services
- Drive service take-up and adoption
- Continuously improve services
- Apply emerging trends in digital service delivery
Course Outline
- Module 1: Digital Public Service Delivery
- Module 2: Citizen-Centred Service Design
- Module 3: Mapping & Improving Service Journeys
- Module 4: Digitising & Redesigning Services
- Module 5: Accessible & Inclusive Services
- Module 6: Service Delivery Channels
- Module 7: Service Standards & Quality
- Module 8: Online Service Platforms
- Module 9: Integrating Services & Data
- Module 10: Service Performance
- Module 11: User Feedback
- Module 12: Service Operations & Support
- Module 13: Security & Trust in Services
- Module 14: Service Take-Up & Adoption
- Module 15: Emerging Trends: Digital Service Delivery
Who Should Attend
This Program is designed for public service, digital, and service delivery managers at manager level in government agencies and development organisations internationally.
Registration & Inquiry
