This course is designed to help public sector leaders and managers shift from activity-based processes to results-oriented service delivery. It focuses on practical tools for improving government responsiveness, setting performance targets, measuring outcomes, and creating accountability systems that drive efficiency and citizen satisfaction. The course supports service transformation across ministries, counties, and frontline departments.
Media Intro
Learning Methodology
Real-life service delivery improvement case studies
Results chain mapping and performance target setting
Public feedback and service satisfaction tracking exercises
Role-playing frontline scenarios and stakeholder simulations
Action planning for service quality reforms
Learning Outcomes
Participants will be able to:
Apply results-based management (RBM) principles in public service
Identify service delivery bottlenecks and performance gaps
Set clear outputs and outcomes for government programs
Use citizen feedback to improve service experience
Lead institutional reforms that focus on real-world impact
Delivery Format
Duration: 3 days (24 contact hours)
Delivery: Online (live instructor-led) or Physical (in select cities)
Certification: Certificate of Completion issued by Alverton Global
Materials: Service scorecard templates, RBM models, quality improvement tools
Course Features
- Lectures 30
- Quiz 0
- Duration 3 days
- Skill level Expert
- Language English
- Students 7
- Certificate Yes
- Assessments Yes
- 10 Sections
- 30 Lessons
- 3 Days
- Rethinking Public Service: From Activity to Impact3
- Understanding the Results Chain in Government Work3
- Setting Targets and Key Performance Indicators (KPIs)3
- Improving Frontline Service Experience3
- Gathering and Using Citizen Feedback3
- Accountability Systems and Performance Reviews3
- Data-Driven Decision-Making for Managers3
- Innovation in Public Service Delivery3
- Case Studies: High-Impact Service Reforms3
- Designing a Service Improvement Action Plan3
Requirements
- Role in service delivery, operations, policy, or management in a public institution
- Interest in improving outcomes, systems, and citizen experience
Features
- Results-based management models tailored for the public sector
- Tools for tracking performance and improving service quality
- Certificate from Alverton Global
- Practical focus on frontline delivery and systemic reform
- Delivery available online or in-person
Target audiences
- Directors of service departments (e.g., health, registration, education)
- County administrators and sub-county managers
- Operations and performance improvement officers
- Public complaints and citizen feedback teams
- Cabinet secretaries, ministers, and CECs
