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Public service transformation is the core of the e-Government discipline. The whole investment in ICT infrastructure, security, systems, awareness has the objective to streamline government services and make them more efficient, effective and accessible anytime from anywhere. The transformation of public services is not only about the creation of e-Services and modernizing the front office. A real transformation of public services necessitates to move from a function-based administration towards a process-based transformation. It requires lot of change and restructuring. This course introduces the participants to the whole scope of public service transformation, its dimensions, challenges, pitfalls and benefits. It showcases how public service transformation is not a one time project but rather an ongoing endeavour of continuous improvement. Furthermore, it pays special attention to the intra and inter-organizational coordination activities as well as the governance of the e-Services offered from a large number of entities collaboratively.

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  • e-Government professionals and practitioners
  • Strategists in the public administration
  • Managers of service delivery divisions
  • Leaders of service transformation initiatives
  • IT staff in the public administration

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Session 1

  • Introduction to the e-Government evolution
  • The scope of public service transformation
  • The benefits of service transformation
    • Economic
    • Social
    • Environmental
    • Political
  • The challenges of public service transformation
  • How you should not do it? – Pitfalls and lessons learned
  • A holistic approach towards service transformation
    • Segementation of government service portfolio
    • Data collection
    • Service prioritization
    • Process re-engineering
    • eService implementation and integration
    • Multi-channel delivery
    • eService performance governance
    • Continuous improvemen
  • Best practices and case studies

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Participants attending this course will:

  • Understand the value and importance of a real service transformation
  • learn how to cope with the challenges of public service transformation
  • avoid the common mistakes in public service modernization
  • learn how to prioritize service modernization initiatives
  • learn how to ensure high performance of eServices
  • learn how to keep service transformation a continuous journey

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