Digital Government: User-centricity in public services

What you’ll learn
Analyse Government’s evolution phases to evaluate your current maturity phase and future strategic goals
Understand how to move from department-centric to customer-centric organization model to be able to provide real user-centric experience to citizens
Apply key principles of E-Government digital transformation concept of Tallinn’s Declaration into your digital initiatives to insure successful execution
Evaluate and adopt best practices in digital transformation approaches given in 3 case studies: Seoul, Singapore, Ghent
Use User-centricity principles of Tallinn’s Declaration to transform your existing or creating new public services to achieve higher citizens’ s satisfaction
Analyse key success factors and benchmark with the best market practises in EU and Asia in implementing user-centricity design principles (12 case studies)
Apply Digital Service Standards developed in Australia Government to create high-quality public services that meet the needs of users
Understand citizens needs that affect their behaviour and satisfaction in interaction with public administration
Identifying internal and external drivers that creates new trends in public services around the world and learn to anticipate them
Argumentatively and persuasively elaborate on necessity to transform public services to successfully lead the change throughout your organisation

Requirements
No programming skills required

Description
Course Outline

The concept of user-centricity is a worldwide trend in both the private and public sectors.

This course explains how you can re-design public services towards user-centricity using key frameworks. Lessons will give you an in-depth analysis of user-centricity principles, crucial digital transformation basics of e-government and structure of customer-centric organizational model.

Most importantly, 65% of the course content is dedicated to showcase the adoption of these principles in real government initiatives in Europe and Asia (Milan, Gent, Singapore, Seoul, Rotterdam, Belgium ++). Moreover, it’s a great motivational and inspirational programme that shows necessity of digital transformation, sets the right examples of the best market practices, and proves the value and benefits of digital tools.

This course is a great introduction to landscape of public services transformation for any government or public authorities on various levels: municipal, cities, federal, international.

What will you learn?

Drivers of Government evolution

Government evolution phases

E-Government digital transformation concept

Transformation to customer-centric organization model

8 principles of User-Centricity concept

Drivers for user-centric services

12 Case studies on government user-centricity projects, including Singapore, Seoul, Rotterdam, Milan, Gent and many others.

The course consists of

Video tutorials: 11 videos – 2 hours to watch

Additional Research Materials: 4 hours of reading

Practical cases: 12+

Presentations: 12

Quizzes: 6

Convenient transcription with slides for each lecture.

Who will benefit from the course?

This is a non-technical course for anyone who is looking for the opportunity to provide better quality of the services, increase the efficiency of the organization and reduces the administrative burden, or anyone who needs a persuasion or motivation to collaborate with digital transformation team.

Digital transformation teams including CDTO, CIO, CISO,CDO etc

Heads of any government departments or offices at any level or functionality

Any employees

Who this course is for
Digital transformation teams including CDTO, CIO, CISO,CDO etc
Heads of any government departments or offices at any level or functionality
Any employees