Help your public-sector organization shift it's culture towards a citizen-centric approach to service.
This self-guided course will introduce learners to the concept of citizen-centric service, why it's important, and how to use this approach in the design, improvement, and delivery of all your services. Lessons will focus on:
- Being Outside-In
- How to determine and understand the needs and expectations of your citizens
- The Greater Public Good
- How to balance between individual user needs with the interests of the greater public
- The Service Recipient
- How to identify key demographics and creating client personas
- Using Outside-in Thinking for Internal Services
- How this approach can help improve internal service delivery and collaboration between departments
Upon completion of this course, learners will acquire:
- An understanding of the concept of being citizen-centred
- An understanding of why it is important to provide and design service delivery from an outside-in perspective
- The ability to demonstrate the complexity of providing public sector service delivery
- Awareness that your role impacts citizens regardless of where you work in your organization