Service Improvement Planning

March 28 & 30, 2023

Being citizen-centric requires continuous service improvement. Services need to adapt to changing needs and expectations. This workshop will provide you with tried-and-tested approaches to help plan and implement future improvements. Learners will work through a four-stage process and assemble a complete framework designed to guide you through each stage needed for successful service improvements.

Learning Objectives:

• Distinguishing between Improvements and Transformation
• How to determine organizational readiness & prioritize improvements
• Using journey maps to develop understanding of client experience
• How to create and implement a 4-phase service improvement plan