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As a leading Learning and Development consultancy, Trainers without Borders recognises that how you deliver your training can be as important as the training itself. Creating a training environment and materials that are sympathetically tailored to the aims, preferences and constraints of the delegates can have an extremely positive impact on learning and retention. Where you have a number of people that require training or specific business/organisational issues that need to be addressed, Trainers without Borders can develop a training programme for use in-house.


Effective Service Delivery improvement in the Public Sector and Municipalities
Public service delivery to citizens and enterprises is an essential government function. Challenges are to extend coverage to marginalized groups and to ensure that services are delivered in a reliable, timely and effective manner. Civil servants need to set priorities, use limited resources efficiently and be able to cope with unforeseen complications. The public expects transparency in the use of resources, and measures government performance based on the quality of service delivery
This course is based on Service Delivery and Performance Management with a focus on the public sector. It teaches how managers create public value by
delivering services effectively and efficiently. The course examines value considering public welfare and safety, social equity, and resource utilization across a range of services from healthcare to education to transportation. Our examination of effectiveness is based on the ‘rights’ – right service, right quality, right time and place.
The course begins with a look at value creation in the public sector. Next, quality service delivery will be explored followed by techniques for efficient delivery of services.
At the end of the course learners will be able to:
  • See opportunities to improve service delivery.
  • Diagnose the problems and barriers to creating value.
  • Design effective and efficient solutions.
  • Apply concepts to solve real world issues.
  • Gain insight into the dynamics of managing services, day-to-day;
  • Understand theories of Organizational Processes and how they apply to the delivery of services to the public;
  • Manage issues related to waiting for the provision of public services;
  • Become familiar with the opportunities and pitfalls of Privatizing public services;
  • Understand how positioning the consumers of public services as customers has the potential to increase accountability;
  • Learn basic concepts of Supply Chain Management and how they apply to the provision of public services.
Purpose of this course
  • Developing a service delivery improvement plan to meet organisational targets.
  • Applying service delivery improvements and honor client confidentiality.
  • Reviewing the service delivery improvement plan of the organisation/department.
Course outline
Serving the Public
Value Creation: How operations management creates public value.
Concepts  involved in the delivery  of a public service? 
How is the provision of a public service similar and different to the provision of a private  service?           
 Managing the Process
 Different  lenses through which a public manager  can understand different processes           
  that exist for the provision of a  public service?
Quality Service Delivery
This section covers key concepts for delivering quality services including,
moments of truth, process mapping, quality via re-engineering, and quality via employee
Contracting out Public Service Delivery
Under what circumstances does it make sense for a public manager to consider contracting out a public service to a private provider?
 What are the tools that a public manager can use to hold an outside provider accountable for the service they deliver?  What are  common pitfalls in this process?
Managing the Wait for Public Services
Factors that influence how a typical person experiences a wait for a public
service? Is there a difference in how that is experienced whether the service is public or private? Given the scarcity of resources available to public managers relative to demand, what are the strategies available for mitigating or managing the wait?
Understanding Supply Chain Management & Conclusion
Efficient Service Delivery
This section of the course shows you tools and techniques for greater efficiency in the delivery of services:   
organizing workflows, managing capacity/throughput/utilization/bottlenecks, addressing demand peaks and delivering services through a supply chain.
Supply Chain and its relevance in the provision of a public service?
What should a public manager know about the dynamics of Supply Chain Management?
What are the broad questions that inform the way in which a public manager approaches the responsibility of serving the public?
Portfolio OF Evidence
To be declared competent in this training programme, the learner must be assessed by a registered assessor and be found competent in the following: Formative Assessment Consisting of classroom activities on which the        facilitator will give feedback. Summative Assessment. This assessment consists         of workplace assignments and questions. This must be the learners’ own individual work.