Managing Service Quality with Government Entities and Public Sectors

Why This Course?

Service quality is the cornerstone of trust, efficiency, and citizen satisfaction in public sector performance. With increasing demands from the public and rising expectations for transparency and excellence, government entities must evolve from bureaucratic service models to people-centered, performance-driven approaches.

This course is specifically designed to equip public sector professionals with modern tools and global strategies to elevate the quality-of-service delivery, develop a culture of excellence, and transform the citizen experience.

🎓 What You Will Gain

Participants will:

• Master frameworks to analyze and improve government service delivery
• Implement citizen satisfaction strategies tailored for public entities
• Learn tools for monitoring service performance using KPIs and SLAs
• Discover how to digitally transform services and citizen journeys
• Explore global best practices (CAF, EFQM, ISO) and how to adapt them locally

👥 Who Should Attend

This course is suitable for professionals involved in:

• Public sector leadership and strategic planning
• Service quality departments and operations teams
• Customer service management in ministries and authorities
• Government project managers and HR officers
• Digital transformation teams in public institutions
• Consultants working on public service enhancement projects

🧭 Course Structure – 5 Days of Deep Practical Learning

🗓️ Day 1 – Fundamentals of Service Quality in the Public Sector

• Key principles of service excellence in public entities
• Differences between public and private service models
• Understanding and mapping citizen expectations
• Building a culture of service in government institutions
• Case Study: Transitioning from process-driven to citizen-centric models
• Group Activity: Mapping your entity’s current service ecosystem

🗓️ Day 2 – Designing Service Quality Systems

• Introduction to CAF, EFQM, and ISO 9001 frameworks
• Developing effective service charters and standards
• Designing SLAs and measurable service commitments
• Creating feedback loops and complaints handling systems
• Identifying service risks and mitigation strategies
• Workshop: Drafting your department’s service charter

🗓️ Day 3 – Measuring and Monitoring Public Service Performance

• Defining relevant KPIs for government services
• Internal vs. external evaluations: How and when to use them
• Tools to measure citizen satisfaction and perception
• Designing intuitive dashboards for performance tracking
• Common pitfalls in measurement systems
• Simulation: Build and review a service monitoring dashboard

🗓️ Day 4 – Digital Transformation and the Citizen Journey

• Leveraging technology for smarter public services
• Designing omni-channel citizen experiences
• Principles of UX in government digital platforms
• Case Studies: UAE, Estonia, and Singapore smart government models
• Redesigning legacy services for digital delivery
• Workshop: Creating a digital service prototype

🗓️ Day 5 – Leading Service Quality and Continuous Improvement

• Embedding service quality into strategic goals
• Leadership roles in transformation and excellence
• Change management in public institutions
• Recognition systems and motivating teams
• Creating a roadmap for service transformation
• Final Presentation: Each participant presents a Service Quality Plan