Achieving Service Excellence in the Public Sector
In collaboration with Lapidot Consulting
Location: Glasgow UK
Course Objectives:
The objective of this course is to provide public sector participants with an in-depth analysis on how to design, implement, manage and evaluate a service excellence framework/strategy. It also examined the three main determinants of service excellence – people, processes, and technology and how to strategically manage these critical elements in their day-to-day operations to bring about effectiveness and efficiency of public service delivery.
Participants:
The workshop participants comprised of senior staff of the SERVICOM unit of PTDF
Strategic Sessions:
The workshop involved strategic sessions on the following topical areas:
- The Business Case for Service Excellence
- Establishing a Culture of Service Excellence
- Developing a Service Excellence Strategy
- Building Capacity for Service Excellence (People, Processes and Technology)
- Measuring Service Excellence
- Public Sector Drivers
