Government & Public Policy Training Program In-Person Open

Public Service Management and Citizen Experience

Improve citizen journeys, simplify procedures, and raise public service quality using modern service design.

Riyadh, Saudi Arabia

3 days 21 hrs Riyadh, Saudi Arabia ar / 20 seats

Overview

Governments worldwide are adopting citizen-centric service design, with the UAE ranking 1st globally in government service efficiency (GovTech). Citizen satisfaction with government services directly impacts trust and compliance. This programme equips government professionals with modern public service management skills. Covering citizen-centric service design, customer journey mapping for public services, service simplification and process reengineering, digital service delivery, citizen feedback and measurement (NPS, CSAT), service quality standards (ISO 23592), complaint handling and resolution, and service innovation. Participants redesign a government service using journey mapping and service design techniques.

Course Objectives

Apply citizen-centric service design principles.
Map citizen journeys to identify pain points and improvement opportunities.
Simplify and reengineer government service processes.
Implement digital service delivery channels.
Measure citizen satisfaction using NPS, CSAT, and service quality standards.
Design effective complaint handling and resolution systems.

Requirements

Government or public sector experience.

Why This Course?

UAE Ranks #1 in Gov Service Efficiency. Learn How.

Citizen satisfaction drives trust in government. The UAE ranks #1 globally in government service efficiency. This programme teaches you the service design and management techniques that make government services faster, simpler, and more citizen-friendly.

Course Value

Journey Mapping

Map the citizen journey end-to-end to identify pain points, delays, and improvement opportunities.

Simplification

Simplify and reengineer government processes to reduce steps, eliminate bottlenecks, and speed service delivery.

Digital Delivery

Implement digital service channels that let citizens access services online — reducing visits and wait times.

Measurement

Measure citizen satisfaction with NPS, CSAT, and service quality standards — using data to drive continuous improvement.

Back to Courses

$1,400

Registration Fee

Venue Riyadh Government Excellence Centre

Address Riyadh, Saudi Arabia

View on Map Download Brochure

Limited to 20 participants.

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