Digital Government Service Delivery Training Course

Duration 5 days 10 modules · 33 contact hours
Level Intermediate Certificate on completion
Who attends Digital transformation managers, Public service managers and others
Fee from USD 1,100 KSh 95,000 for Kenyan organisations
Where 52 cities + online See dates by city
Next start 7 Nov 2026 Course code SD-GPS-049

Before you join: Participants should have experience working in government, public administration, development programmes or a public-facing service environment.

Dates & prices

Two start dates a month in every city, and live online on weekdays or weekends. Fees are per participant; classroom fees include tuition, materials, lunch and refreshments, and the certificate.

Suggest a date or city

Showing the next six months. Later dates, other cities and private deliveries for your team are available on request.

Course overview

Public services often fail citizens and businesses not because policy intent is weak, but because processes remain paper-heavy, channels are fragmented, eligibility rules are unclear, and service performance is not measured from the user's perspective. Digital delivery teams must convert policy into services that are accessible, secure, reliable and workable for people with limited connectivity, language barriers or complex needs. They must also coordinate service owners, technology teams, legal advisers, delivery partners and frontline staff around measurable outcomes.

This course develops the practical methods used to design, deliver and improve digital government services. Participants examine the full service lifecycle: defining the problem, researching user needs, mapping journeys, simplifying processes, setting service standards, designing inclusive channels, selecting delivery models, managing data and interoperability, and tracking performance. The course addresses common public-sector services such as business registration, social protection enrolment, civil registration, permits, tax filing, licensing and humanitarian assistance access.

Instructor-led sessions combine short technical briefings with public-service cases, team analysis, service design work and delivery simulations. Participants work with realistic constraints including legacy systems, statutory rules, procurement controls, low digital literacy and multi-agency ownership. They leave with a digital service delivery pack containing a service blueprint, user journey map, service standard assessment, delivery roadmap, performance dashboard specification and improvement backlog. The course suits professionals responsible for turning government reform priorities into services that citizens can complete successfully.

What you will be able to do

  • Assess an existing public service against a digital service standard
  • Map end-to-end citizen journeys using service blueprinting techniques
  • Conduct user research planning for diverse and underserved service users
  • Define measurable service outcomes, performance indicators and target measures
  • Design accessible multichannel services using WCAG 2.2 requirements
  • Develop an agile delivery roadmap with governance, risks and dependencies
  • Specify interoperability, data-sharing and identity requirements for government services
  • Produce a prioritised service improvement backlog and implementation plan

Benefits of attending

For you

  • Apply a recognised structure for assessing and improving public digital services
  • Translate policy rules into clear user journeys and service requirements
  • Lead evidence-based discussions with policy, operations and technology colleagues
  • Create credible digital service roadmaps for approval and delivery planning
  • Build practical confidence in accessibility, inclusion and service performance measurement

For your organisation

  • Reduce avoidable citizen effort caused by fragmented processes and unclear requirements
  • Improve service design decisions through documented user needs and journey evidence
  • Create common delivery language across policy, operations, ICT and procurement teams
  • Identify service risks before investment in platforms, integrations or supplier contracts
  • Strengthen accountability through outcome measures, service standards and improvement backlogs

Course modules

10 modules over 5 days

Participants can define a public service problem, its users, intended outcomes and delivery boundaries.

  • Public value, service outcomes and measurable citizen-centred delivery objectives
  • Service versus transaction: defining boundaries, channels and responsible institutions
  • Life-event framing for services spanning multiple agencies and eligibility rules
  • Problem statements built from evidence, constraints and intended user outcomes
  • Service ownership roles across policy, operations, technology and communications
  • Digital maturity assessment using channels, processes, data and operational capability

Participants can plan user research and inclusion measures for a government service.

  • Research plans defining questions, participant groups, methods and ethical safeguards
  • User segmentation by needs, context, capability and access barriers
  • Interview guides for citizens, businesses, frontline staff and service intermediaries
  • Journey pain points identified through observation, interviews and service records
  • WCAG 2.2 accessibility requirements for content, forms, navigation and error handling
  • Assisted digital support for users lacking devices, skills or connectivity

Participants can create a service blueprint that links user journeys to operating processes.

  • User journey maps showing goals, steps, emotions, channels and failure points
  • Service blueprinting across frontstage interactions, backstage processes and support functions
  • Eligibility rules translated into plain-language questions and decision logic
  • Process mapping with swimlanes, handoffs, rework loops and approval delays
  • Minimum viable service scope defined through user value and delivery feasibility
  • Form design principles reducing errors, repeated data entry and abandonment

Participants can identify policy, legal, privacy and trust requirements affecting service design.

  • Policy intent traced through service rules, evidence requirements and decisions
  • Privacy impact assessment questions for collection, use, retention and sharing
  • Consent and lawful basis documented for personal data processing
  • Threat modelling for fraud, identity misuse, coercion and unauthorised access
  • Plain-language communications explaining decisions, appeals, obligations and service limits
  • Safeguarding measures for children, displaced people and vulnerable applicants

Participants can specify the core technical and data requirements for joined-up services.

  • Reference architecture separating user interfaces, business rules, data and integrations
  • Digital identity options matched to assurance levels and user access
  • Interoperability requirements defined through shared identifiers, registries and data exchanges
  • API specifications using OpenAPI for predictable service-to-service integration
  • Data quality controls for completeness, validity, timeliness and duplicate detection
  • Legacy system constraints assessed before selecting integration or replacement approaches

Participants can structure an agile delivery plan with clear decision rights and controls.

  • Multidisciplinary team roles including product, policy, design, operations and technology
  • Product vision and outcome measures aligned to approved service priorities
  • User stories written with acceptance criteria and service rule conditions
  • Prioritisation using MoSCoW, value, risk, dependency and effort criteria
  • Sprint planning, reviews and retrospectives for public-sector delivery teams
  • Governance cadence covering decisions, escalations, assurance and stakeholder reporting

Participants can design operating arrangements for reliable multichannel service delivery.

  • Channel strategy balancing online, telephone, assisted and in-person service routes
  • Operating model design for case handling, escalation, quality assurance and support
  • Service-level targets for response times, completion, availability and error resolution
  • Knowledge management articles supporting consistent frontline advice and self-service
  • Incident management using detection, triage, communication, resolution and post-incident review
  • Business continuity arrangements for outages, disasters and high-demand periods

Participants can build a service measurement framework and prioritise evidence-led improvements.

  • Service metrics covering completion, time, cost, satisfaction, accuracy and accessibility
  • Baseline measurement before changes to processes, channels or technology platforms
  • Funnel analysis locating abandonment, repeat contacts and failed transactions
  • Operational dashboards combining user feedback, case data and technical performance
  • Root cause analysis using five whys, fishbone diagrams and evidence logs
  • Improvement backlogs ranked by user impact, feasibility, risk and public value

Participants can prepare procurement requirements and manage suppliers against service outcomes.

  • Outcome-based requirements specifying service needs rather than predetermined technology solutions
  • Procurement evaluation criteria covering accessibility, security, interoperability and support
  • Supplier due diligence for capability, financial stability, references and delivery approach
  • Contract milestones linked to tested service outcomes and acceptance criteria
  • Service transition plans covering documentation, training, data migration and support
  • Vendor performance reviews using evidence, corrective actions and decision records

Participants can produce a practical plan for improving a priority government service.

  • Readiness assessment covering mandate, leadership, funding, skills and technical dependencies
  • Delivery roadmap sequenced through discovery, design, build, pilot and scale
  • Risk register documenting likelihood, impact, ownership, controls and review dates
  • Stakeholder engagement plan for agencies, frontline teams, users and delivery partners
  • Pilot design with entry criteria, success measures, feedback loops and exit decisions
  • Ninety-day application plan assigning actions, owners, deadlines and evidence needs

Exercises and examples are adapted to each cohort's sectors and roles.

What you take back to work

  1. Digital service assessment checklist
  2. User research plan template
  3. Government service blueprint
  4. Agile delivery roadmap
  5. Service performance dashboard specification
  6. Ninety-day service improvement plan

Who should attend

  • Digital transformation managers — responsible for converting reform priorities into service delivery programmes
  • Public service managers — accountable for citizen-facing service quality and operational performance
  • Policy advisers — need to translate legislation and policy rules into usable service journeys
  • ICT managers — support platforms, integrations, security controls and service operations
  • Programme managers — coordinate multi-agency digital service delivery initiatives
  • Development and humanitarian officers — design accessible services for affected populations and partners

Skills and tools covered

Service designUser researchDigital inclusionAgile deliveryService performance measurementGovernment interoperability

Tools and standards

UK Government Service Standard, WCAG 2.2, OpenAPI Specification, MoSCoW prioritisation

How the course runs

Training methodology

The course uses short instructor briefings to introduce methods, standards and public-sector delivery decisions. Participants analyse realistic cases involving permits, social protection, registration and business services, then apply tools through facilitated group work. Service-mapping exercises, prioritisation sessions and delivery simulations show how policy, operations, technology and user needs interact. Trainers provide structured feedback on artefacts produced during the course. The final sessions focus on adapting the methods to participants' own service responsibilities and planning first implementation steps.

Requirements and prerequisites

Participants should have experience working in government, public administration, development programmes or a public-facing service environment. They should understand the purpose, users and basic operating process of at least one service, such as licensing, benefits, registration, permits or grants. Familiarity with project management, policy development, ICT systems or process improvement is useful but not essential. The course does not require software development skills, coding experience, specialist design qualifications or prior use of agile methods. Participants benefit most when they bring knowledge of a current service challenge.

A typical training day

08:30 – 10:30First session
10:30 – 10:45Refreshment break
10:45 – 12:30Second session
12:30 – 13:30Lunch and networking
13:30 – 15:00Third session
15:00 – 15:15Refreshment break
15:15 – 16:30Workshop and daily review

Live online deliveries follow the same structure in East Africa Time, with shorter screen blocks and longer breaks.

What the fee includes

  • Instruction by a practitioner facilitator
  • Full course workbook and materials
  • Exercise files, templates and case studies
  • Refreshments and lunch on classroom deliveries
  • Certificate of completion
  • Post-course application plan

Frequently asked questions

Participants should understand at least one government or public-facing service and its intended users. Prior exposure to policy, operations, ICT, programme delivery or process improvement is helpful, but coding and technical design experience are not required.

Bring a laptop if possible and brief background information on a service you support or want to improve. Useful materials include process notes, service forms, performance data, policy summaries or known user complaints.

The course is designed for managers and specialists working across public services, digital transformation, policy, ICT, programme delivery and development initiatives. It is especially relevant where several agencies or delivery partners contribute to one service journey.

This course applies agile delivery and user-centred design specifically to government services, where legislation, public accountability, inclusion, data protection and multi-agency processes shape decisions. It connects those methods to service ownership, operating models, procurement and performance management.

Participants can assess a current service against user needs, accessibility, process delays, data requirements and operational measures. The templates support a structured discussion with policy, operations, technology and supplier teams after the course.

Each day runs from 08:30 to 16:30 and provides about 6.5 contact hours. Time is divided among instructor briefings, case analysis, facilitated group work, service design activities, simulations and application planning.

Questions about this course?

Ask about dates, fees, group bookings or running it for your team. Our training team replies by email.

Ask on WhatsApp info@skillsetdevelopment.com

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