Increasing efficiency through improved operations and customer services

For the first time in the Middle East, a course that is specifically tailored to the Public Sector and Government services in order to increase efficiency by improving operations and customer service.

Why should I attend?

This course will provide all those responsible for ICT-enabled reform with the methodologies, tools and support needed in order to launch and successfully deliver e-Government and ICT-enabled transformation. This will enable more effective customer service, streamlining of processes and increased productivity

• From back-office systems through to front office citizen-facing service centres
• Using any channel (web, telephone, face-to-face)
• From any part of government - departments, agencies, directorates from a local, regional, national or federal government perspective

For more details please refer to the course outline page

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Benefits of attending this highly interactive 5 day course:

• Incorporate eGovernment learnings from international best practice into your transformation programmes
• Translate your programme vision and strategy into realistic and achievable Critical Successful Factors (CSFs)
• Develop a comprehensive and robust strategic business case for your eGovernment programme
• Appraise your organisation’s existing governance and stakeholder management mechanisms, and propose recommendations to make them more efficient
• Explore ways to help you take a ‘customer-centric’ approach to delivering services
• Follow a proven and methodical approach to planning out your programme implementation
• Implement a rigorous risk management process across your transformation programme that helps you to proactively mitigate against the key risks of failure
• Deploy an effective benefits realisation plan to track progress against your CSFs

Meet Your Expert Trainer(s)

Bill Edwards, Managing Partner, CS Transform
Formerly a senior civil servant in the UK Prime Minister’s department, Bill was Chief Architect and the first Managing Director of Directgov, the service that led the transformation to customer-centric delivery in the UK. Before this, Bill was the UK Government’s Director of e-Communications, with responsibility for standards across all government web services. As well as delivering Directgov, he has led the development of one-stop-shop programmes in Hong Kong, Australia and Croatia, and has also worked for the Government of Abu Dhabi. An expert on customer-centric government, Bill is the principle author of OECD’s policy document on citizen-centric government. Bill is now a Managing Partner of CS Transform, a consultancy business which brings together e-Government practitioners from around the world. Bill is an expert on understanding the application of IT in change management and transformation programmes; having developed and delivered some extremely high profile e-Government programmes for governments across 5 different continents.

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