Effective Service Delivery Management

Delivering public sector service is unique in its requirements to balance public expectations while maintaining fiscal responsibility. Managing public sector services is about more than setting schedules and approving expenses. This course is designed to help you deepen your understanding of what successful service delivery management looks like in action, while focusing on best practices and approaches to help you strive towards service excellence.

Learners will explore key elements of successful public sector delivery at the organizational level. It starts by describing characteristics in today’s public organizations and then looks at emerging trends. A clear understanding of what is happening today and what might be happening tomorrow positions service managers to meet potential demands more effectively.

Learners can expect to acquire:

• Understanding of key characteristics of successful outside-in organizations and emerging Trends in Public Sector service delivery.
• An understanding of the role of complaint management and what's needed to develop an effective complaint management system.
• Knowledge on how to get the most from budgets and resources, the role of privacy and security, and how to manage the business side of collaboration.
• A deeper understanding on how to design effective service standards and their importance to service delivery management.