Building Service Culture

Being a champion for citizen-centred service is important for any public service professional, but it cannot be realized without a strong, citizen-centric service culture. A strong service culture ensures that everyone in the organization puts the interests of citizens and clients first. It is a cornerstone to delivering service excellence, but developing and maintaining service culture takes time and effort.

Public sector service delivery management is a specialized practice. In this course we will complement the general management knowledge and skills you already have by exploring how leadership – when combined with management skills – is the crucial ingredient needed to transform a culture and organization for the betterment of those they serve.

Learners can expect to acquire:

• An understanding of what effective leadership looks like, and how to use these practices to create a culture of service excellence.
• An understanding of how to create and sustain a culture of service excellence.
• An understanding of how to lead and manage human resources.
• Approaches to leading organizations through periods of change.
• Key competencies for leadership, with a specific focus on practicing effective communication and creating strong values and ethics that support service culture.