Ensuring that government services are accessible and easy to use is a must. But how can public servants apply citizen-centric design to improve existing services?

This course will show you how to make existing services more citizen-centric using a four-step process and equip you with the tools and resources you need to assess your services and develop your desired future state. This self-guided course focuses on:

Overview of Service Improvement

• A look at what service improvement includes, highlighting different approaches to improvements that can be used by organization

Step-by-Step Guide to Service Improvement Planning and Implementation (SIPI)

• A detailed walkthrough of all four stages of the SIPI processes which is applied to a hypothetical case study

How to Develop an Improvement Plan

• How to apply SIPI method to your own improvement initiatives
  

Upon completion, learners can expect to:

1. Develop an understanding of what is required for successfully implementing Continuous Service Improvement.
2. Learn about different types of improvement models
3. Develop a complete understanding of the Citizen First Service Improvement Planning and Implementation (SIPI) model, and how to use it.
4. Develop an understanding of how service improvement differs from service transformation.