Managing Service Quality with Government Entities and Public Sectors

Course Overview

Service quality in government entities and the public sector is a fundamental pillar for achieving citizen satisfaction and enhancing public trust in institutional performance. The need for effective service quality management is growing rapidly in light of evolving expectations and the increasing demand for efficient, transparent, and outstanding government services.

This course sheds light on modern methodologies and international standards in managing service quality, with a special focus on the unique nature of public sector operations. It also highlights best practices in designing, implementing, and measuring service quality to achieve operational efficiency, institutional effectiveness, and excellence in citizen satisfaction.

Objectives

By the end of this program, participants will be able to:

·         Understand modern concepts of service quality management within a government context.

·         Distinguish the unique characteristics of public sector service quality versus private sector services.

·         Apply global best practices to improve the quality of government services.

·         Develop effective strategies for monitoring and continuous improvement of public services.

·         Measure and analyze key performance indicators (KPIs) related to service quality using practical tools.

·         Promote a culture of institutional excellence and innovation in serving the public.

·         Address common challenges in public service quality enhancement through structured approaches.

Target Audience

This program is designed for:

·         Public service development professionals.

·         Department managers in public entities and municipalities.

·         Institutional excellence and quality assurance teams.

·         Process improvement and performance development staff.

·         Customer relations and citizen service personnel.

·         Strategic planning and policy units in government institutions

Course Content (5 Days)

Day 1: Fundamentals of Public Service Quality

1.     Definition of service quality in the government context.

2.      Key differences between public and private sector service delivery.

3.     Characteristics and determinants of public services.

4.     International quality models (e.g., SERVQUAL, EFQM, ISO 9001).

Day 2: Designing High-Quality Government Services

1.       Principles of institutional service design (Service Design Thinking).

2.       Engaging users in service design and evaluation.

3.       The role of technology and digital transformation in improving quality.

4.       National and international standards in public service design.

Day 3: Tools for Measuring and Analyzing Service Quality

1.      Key performance indicators (KPIs) for service quality.

2.     Using complaint analysis and feedback as quality tools.

3.     Gap Analysis methodology for quality evaluation.

4.      Hands-on application of quantitative and qualitative service measurement tools.

Day 4: Continuous Improvement and Innovation in Service Delivery

1.      Continuous improvement cycles (PDCA, DMAIC).

2.     Identifying and resolving service delivery gaps.

3.     Innovation in public services—from trials to excellence.

4.     Promoting a culture of continuous improvement and institutional empowerment.

Day 5: Institutional Excellence and the Citizen Experience

1.     Frameworks for excellence in public service (e.g., GCC Government Excellence Model).

2.     Building a culture of excellence within teams.

3.     Mapping and enhancing the citizen journey (Customer Journey).

4.     Practical applications to redesign and improve the user experience.