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.