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GP-003

Effective Public Service Delivery: Innovations and Best Practices

Intensive 5-day course · English, Arabic & European languages

Public service managers, administrators and programme designers examine how to make services efficient, accessible and responsive to citizens. Across 5 days, delegates consider service design, digital technology and performance measurement, then develop partnerships and plans for improvement. Case studies and workshops support work on delivery barriers, inclusive processes and change within public organisations.

Classroom

Public courses in our cities

  • 19–23 Oct 2026Abu Dhabi£4,200 + VAT
  • 2–6 Nov 2026Jeddah£4,200 + VAT
  • 16–20 Nov 2026Rome£3,400 + VAT
  • 7–11 Dec 2026Kuala Lumpur£1,800 + VAT
  • 21–25 Dec 2026Muscat£3,080 + VAT
  • 11–15 Jan 2027Frankfurt£2,600 + VAT
Show 23 more dates
  • 25–29 Jan 2027Sarajevo£3,400 + VAT
  • 8–12 Feb 2027Barcelona£3,080 + VAT
  • 22–26 Feb 2027Dubai£4,200 + VAT
  • 1–5 Mar 2027Frankfurt£2,600 + VAT
  • 15–19 Mar 2027Riyadh£4,200 + VAT
  • 5–9 Apr 2027Doha£4,200 + VAT
  • 19–23 Apr 2027Rome£3,400 + VAT
  • 3–7 May 2027Kuala Lumpur£1,800 + VAT
  • 17–21 May 2027Geneva£4,200 + VAT
  • 14–18 Jun 2027Frankfurt£2,600 + VAT
  • 28 Jun – 2 Jul 2027Abu Dhabi£4,200 + VAT
  • 12–16 Jul 2027Barcelona£3,080 + VAT
  • 26–30 Jul 2027Cairo£2,280 + VAT
  • 2–6 Aug 2027Frankfurt£2,600 + VAT
  • 16–20 Aug 2027Jeddah£4,200 + VAT
  • 6–10 Sep 2027Singapore£4,200 + VAT
  • 20–24 Sep 2027Rome£3,400 + VAT
  • 4–8 Oct 2027Kuala Lumpur£1,800 + VAT
  • 18–22 Oct 2027Muscat£3,080 + VAT
  • 8–12 Nov 2027Frankfurt£2,600 + VAT
  • 22–26 Nov 2027Casablanca£2,280 + VAT
  • 13–17 Dec 2027Barcelona£3,080 + VAT
  • 27–31 Dec 2027Manama£3,080 + VAT

Group discount: 2 delegates 20% · 3 delegates 35% · 5 or more delegates 50%

Can't make these dates? We can run this course for your team on dates that suit you. Ask for custom dates · In-house options

Online (live)

With a trainer, on dates to suit your team

This course can be taught live online by a trainer, in English, Arabic or any European language, for one person or a whole team.

£1,850 + VAT

Group discount: 2 delegates 20% · 3 delegates 35% · 5 or more delegates 50%

Special requests

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Special request

Effective Public Service Delivery: Innovations and Best Practices

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Course overview

Public services need to meet citizens' needs while giving people equitable access. Work on delivery systems covers design, implementation and improvement, using innovative practices and cases to address barriers and efficiency. Day 1 covers systems, governance and leadership, alongside discussions of the challenges that services face.

Citizen needs guide design. On Day 2, delegates examine expectations and tools for co-creation, with equity and inclusion informing citizen-centred models and examples of service innovation.

Days 3 and 4 connect digital transformation, e-governance and smart technologies with performance assessment. Delegates consider obstacles to adoption, service models, benchmarks and Key Performance Indicators (KPIs), using feedback mechanisms to support continuous improvement and measure citizen satisfaction.

Cross-sector collaboration closes the programme. Work with private and non-governmental organisations includes Public-Private Partnerships (PPPs), stakeholder engagement and resource management, followed by strategies for changing delivery systems. Action planning provides a basis for implementing service improvements within delegates' organisations.

Course objectives

By the end of the course, delegates will be able to:

  1. Explain principles governing effective public services
  2. Identify and address barriers to efficient, equitable delivery
  3. Use technology and innovation to improve services
  4. Design service models centred on citizens
  5. Monitor and evaluate delivery performance
  6. Develop partnerships and stakeholder engagement to improve outcomes

Target competencies

  • Design and optimisation of service delivery
  • Innovation and problem solving in public services
  • Citizen engagement and measurement of satisfaction
  • Monitoring and assessment of performance
  • Partnership development across sectors
  • Strategic thinking and management of resources

Who should attend

This course suits:

  • Officials in government and managers of public services
  • Administration leaders at local, regional and national levels
  • Designers of public service policies and programmes
  • Staff involved in initiatives to improve service delivery
  • Public administration advisers and consultants

Training methodology

  • Expert-led discussions address concepts and frameworks, with cases of innovative delivery models.
  • Interactive workshops design and refine service processes; group exercises support collaboration and exchange of ideas.
  • Action planning addresses implementation of improvements in delegates' organisations.

Daily agenda

  1. Day 1

    Public service systems and leadership

    • An introduction to public service delivery systems
    • Principles of efficient, equitable delivery
    • Delivery challenges through cases and discussion
    • Governance and leadership in service improvement
  2. Day 2

    Designing services around citizens

    • Citizens' needs and expectations
    • Tools for co-creating services with citizens
    • Equity and inclusion in service delivery
    • Examples of innovations centred on citizens
  3. Day 3

    Digital technology and service innovation

    • Digital transformation in public services
    • Adopting e-governance and smart technologies
    • Examples of innovative delivery models
    • Addressing barriers to technology adoption
  4. Day 4

    Measuring outcomes and improving delivery

    • Setting benchmarks and Key Performance Indicators (KPIs)
    • Monitoring and evaluating delivery outcomes
    • Feedback mechanisms for continuous improvement
    • Cases of service models with high performance
  5. Day 5

    Partnerships, change and action planning

    • Cooperation with private and non-governmental organisations
    • Public-Private Partnerships (PPPs) for service improvement
    • Managing changes in delivery systems
    • Developing an action plan for better service delivery

Certificate

Every delegate who completes the course receives an ARUK Training Certificate of Attendance.

Frequently asked questions

How do I register?

Choose a date and city in the schedule and press Register, or send us an enquiry. Our team confirms your place and sends an invoice.

Are fees shown with VAT?

Fees are shown per delegate and exclude VAT, which is added to the invoice where applicable.

Can this course be delivered for our team only?

Yes. Any ARUK course can be delivered in-house at your premises, in a meeting room we book for you, or 1-to-1.

Is this course available online?

Yes. We run it live online with a trainer, on dates that suit your team, for £1,850 + VAT per delegate.

Is there a group discount?

Yes. 20% for 2 delegates, 35% for 3 delegates and 50% for 5 or more delegates on the same course.

Can the course be delivered in Arabic or another language?

Yes. Our courses can be delivered in English, Arabic or any European language, by a trainer who teaches in that language. Mention your preferred language when you register or enquire.

What certificate will I receive?

An ARUK Training Certificate of Attendance.

Related courses

Register

Effective Public Service Delivery: Innovations and Best Practices

Key booking terms (read before you register)
  • The full fee is paid in advance, before the course starts.
  • Cancel in writing 30 or more days before the start date (45 for in-house) for a refund. Later than that, the full fee is payable.
  • No refund for non-attendance or partial attendance.
  • Places are for the named delegate only; another person cannot attend instead.
  • Moving to another date or city is only possible if ARUK agrees in writing.
  • Travel, accommodation and visas are your responsibility. A refused visa does not change the cancellation terms.

booking terms and conditions

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Effective Public Service Delivery: Innovations and Best Practices