HCA Global Consult Limited > International Courses > Improving Public Service Delivery

Improving Public Service Delivery

Successful organizations recognize that critical thinking and creative solutions to problems significantly enhance business potential.

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Program overview:

Improving public services means changing the ways that public services deliver services to citizens. This means first defining responsibilities of government ministries, departments or agencies, then ensuring that ministries, departments, agencies and staff have enough funds, people, equipment and other resources to carry out these responsibilities. Clearly, public service reform can include almost anything that could affect the effectiveness – doing the right things – and efficiency – doing things in the right way – of public service delivery. Setting priorities for improvement contains a guide for conducting self-assessment and performance management for improving public services

For whom:

Chief executives, permanent secretaries, departmental heads and other senior executive officers who lead the delivery of services to a wide range of public users in ministries, departments, agencies, and Local Government Councils.

Learning objectives:

At the end of the program, participants will be able to;

Be able to show others how to significantly improve on your existing investment in competencies
Analyze and demonstrate how performance can be improved in the Public Sector
assess the scope for making changes in service delivery through the introduction of new techniques
Understand and be able to significantly improve any existing Performance appraisal system and explain the benefit to Management
Learn good motivation techniques to apply to motivate staff, specifically to improve service delivery in the Public Sector

Course outline:

Day 1: The History, Role and Future Function of Public Sector Organizations

What is the Public Sector there to do?
The Historical Context of the Public Debtor
Present and Future Role of Public Sector Organization – latest trend changes
Change and the Public Sector – how we can forecast when change is needed?
Understanding the Results of Change and How Change Affects Us
Change and the Difference between the Public and Private Sectors

Day 2: Building Organizational Core Strength in the Public Sector

The Role of Competencies in the Organization
How Competencies Work and how they are measured
Techniques to significantly improve what you already have
Incorporating Competency Approach In, Recruitment, Appraisal and Training
Developing Teams to Build Core Strength
Succession Planning to Retain and Develop Leadership Bench
Techniques to Retain Talented People

Day 3: Target Setting and Performance Management Techniques

What is Performance Management?
Techniques to Improve Performance in the Public Sector
Setting Targets for Performance Improvement
How to get more commitment? – New process / new results/Staff Attitude
The Measuring of Performance – Whose job is it?
Linking Performance to Reward System

Day 4: Using Reliability and Differentiation to Maximize Public Service

The History of Differentiation
Why the Public Sector might consider this as a motivational tool?
Understanding the Need for Reliability in the Public Sector
Case Study: The Cost of a Unreliable Organization
Adding Value through Service Reliability

Day 5: Setting priorities for improvement Within Existing Resources

Understanding Government structures and organization,
Strengthening the ability of ministries, departments and agencies to deliver services, through Empowerment
Leveraging on Human Resource department to achieve targeted improvements
Techniques for Motivating Staff
How to translate ideas or goals into measurable actions through Accountability
Managing work Processes in Public Sector
Managing and reporting on service delivery

Note: There will be London city tour on day 5

The Course Package: Includes: Course material in soft copy, Tea break, Lunch, City tour, and certificate of attendance. A laptop with the soft copy of the course material loaded with a carrying bag will be presented to the participants at the end of the course.

Note: Payment is either U$D or the prevailing parallel market rate. We do not accept government official rate.

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