Global Learning for Operational Leaders
Classroom
14 sessions
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Online / Live
14 sessions
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Introduction
Course overview
Online government services should be simple, accessible and designed around citizens' needs rather than internal structures. Good service design increases take-up, reduces costs and improves satisfaction.
This Aractech course covers user-centred service design for government, user research, journey mapping, simplifying rules and processes, digital service standards, accessibility, testing and iteration, and measuring service performance. Participants redesign a public service.
The course suits public servants involved in digital services.
What you will achieve
Learning objectives
- Apply user-centred design to public services
- Conduct user research with citizens and businesses
- Map and simplify service journeys
- Apply digital service standards and accessibility
- Prototype and test services
- Measure and improve digital service performance
Who should attend
Target audience
- Digital service teams in government
- Service owners
- Policy officials
- IT and business analysts
- Customer service managers
- Designers
Methodology
Learning approach
- Design workshops
- User research practice
- Prototyping
- Case studies
- Group presentations
Complete course outline
Five focused days of learning and application
The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.
Day 1
Citizen-Centred Services
- Principles of service design
- Digital service standards
- Examples
- Coffee break
- Examples (continued)
- Barriers
- Exercise: Service audit
Day 2
User Research
- Research methods
- Interviews
- Personas
- Accessibility needs
- Coffee break
- Accessibility needs (continued)
- Inclusion
- Workshop: User research
Day 3
Journeys and Simplification
- Journey mapping
- Pain points
- Simplifying rules
- Once-only principle
- Coffee break
- Once-only principle (continued)
- Integration
- Exercise: Journey redesign
Day 4
Prototype and Test
- Prototyping
- Usability testing
- Iteration
- Content design
- Coffee break
- Content design (continued)
- Case study: Service redesign
- Lab: Prototype test
Day 5
Measuring and Scaling
- Service metrics
- Feedback
- Continuous improvement
- Coffee break
- Continuous improvement (continued)
- Governance
- Scaling
- Capstone: Service redesign proposal
FAQ
Frequently asked questions
What does E-Government Service Design (GPS-014) cover?
This course covers Government and Public Sector through a structured five-day outline focused on practical application, discussion, and implementation planning.
When is the next available session?
The next scheduled session starts on 16 - 20 November 2026. See the course schedules section for the available dates and delivery formats.
Who should attend this course?
Digital service teams in government, Service owners, Policy officials
Is bilingual course delivery available?
Yes. All course materials and presentations are provided in English, while bilingual explanation and discussion support may be available depending on the selected location and trainer availability. For example, when attending a course in Istanbul, you may request a Turkish-speaking trainer to explain the English course content in Turkish. Arabic explanation support may also be requested at this location. Other languages are available in selected cities. You can choose your preferred language support as an optional preference during registration.
How can I register for a session?
Use any Register button next to the available course dates to open the participant registration page and submit your booking request for the selected session.
Is this course available online as well as classroom-based?
Check the course schedules section for currently published classroom and Online / Live sessions.
Where are classroom sessions delivered?
Current classroom venues include Rome, Kuala lumpur, Barcelona, Cape Town, Frankfurt, Paris.
How long is the training programme?
The programme runs for five days from 09:00 to 14:00, which gives 25 contact hours, including a daily 30-minute break (22.5 hours of instruction).
Quick request
Send quick request
Send a fast enquiry about this course and the academy team will get back to you.
Get a quotation
Request a formal quotation
Choose an available date and venue, add your participants, and we will email a formal quotation for E-Government Service Design to your business address.