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Quest Training

Government Service Design, Costing & Performance Measurement Training Course

Equips public sector teams to redesign government services with journey mapping and blueprinting, calculate their cost and measure how well they perform.

GOSE · Government Operations & Service ExcellenceAll Levels#2204ClassroomEnglish , Arabic
Duration
5 Days
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Free substitution at any time · 30+ days' notice: full refund minus 10%. Cancellation policy

Sectors:Government & Public SectorCategories:Government Operations & Service Excellence

Course Overview

The Government Service Design, Costing & Performance Measurement Training Course equips public sector professionals with an integrated framework for designing, managing, pricing, improving, and evaluating government services. As citizens and businesses expect faster, simpler, and more transparent services, government entities must move beyond traditional administrative processes toward service models that are citizen-centric, cost-efficient, and measurable. This course brings together service design, service management, cost analysis, and performance measurement into one practical approach that supports better decisions and stronger service outcomes. Many government organizations deliver hundreds of services without a clear view of how each service is designed, what it actually costs, or how well it performs. The result can be duplicated procedures, unclear ownership, inconsistent quality, and limited evidence for decisions on fees, budgets, or investments. This training course addresses these challenges by showing participants how to map services end to end, identify the resources consumed by each service, calculate the true cost of service delivery, and build performance indicators that reflect both efficiency and citizen value. Participants will explore proven service design methodologies, including customer journey mapping, service blueprinting, and co-design with stakeholders, and apply them to real government service scenarios. They will then examine costing approaches suited to the public sector, such as activity-based costing and unit cost analysis, and learn how cost data can inform service pricing, budgeting, process simplification, and prioritization of digital transformation initiatives. The course also focuses on performance measurement and continuous improvement. Participants will learn how to develop service standards, service level agreements, and key performance indicators, and how to use citizen feedback, satisfaction measurement, and performance dashboards to drive ongoing service development. Emphasis is placed on linking service performance to institutional strategy, government excellence frameworks, and accountability requirements. By the end of this government service excellence programme, participants will be able to lead or contribute to service redesign initiatives, produce credible service cost analyses, and establish performance measurement systems that support transparent reporting and evidence-based decision making. The course is suitable for ministries, regulatory authorities, municipalities, public service agencies, and any organization that delivers services at scale to citizens, businesses, or internal clients.

Learning Objectives

  • Analyze the current government service portfolio to identify service ownership, delivery channels, pain points, and improvement opportunities.
  • Apply citizen-centric service design principles, including journey mapping and service blueprinting, to redesign at least one priority service during the course.
  • Develop a structured government service catalogue that defines service scope, eligibility, requirements, timelines, and delivery channels.
  • Design service processes that reduce unnecessary steps, documents, and handoffs while maintaining compliance and control requirements.
  • Implement activity-based costing principles to calculate the full cost of delivering a government service, including direct, indirect, and overhead costs.
  • Evaluate unit cost results to support decisions on service fees, budget allocation, outsourcing, and channel shift to digital services.
  • Develop service standards and service level agreements that define clear commitments for time, quality, and accessibility.
  • Design a balanced set of service KPIs covering efficiency, effectiveness, quality, cost, and citizen satisfaction.
  • Assess citizen experience using satisfaction surveys, feedback mechanisms, and complaint analysis to identify service gaps.
  • Align service performance measurement with institutional strategy, government excellence models, and performance reporting requirements.
  • Strengthen service governance by defining roles, accountabilities, and review mechanisms for continuous service improvement.
  • Develop a practical service improvement action plan that can be implemented within the participant's organization after the course.

Who Should Attend

This course is designed for government and public sector professionals responsible for planning, delivering, managing, or improving services to citizens, businesses, and internal stakeholders. It is highly relevant to directors and managers of government services, customer service and service excellence departments, strategy and institutional performance units, and government transformation and innovation offices. Heads of service centers, service channel managers, and digital service owners will benefit from the integrated view of design, cost, and performance. The programme is also valuable for professionals in finance, budgeting, and cost accounting who support service costing and fee setting, as well as business process analysts, quality and excellence specialists, internal auditors, and performance measurement officers. Staff working in ministries of digital economy, e-government programmes, municipalities, regulatory authorities, and public utilities will find the content directly applicable to their service portfolios. In addition, the course suits service-focused professionals in banks, financial institutions, oil and gas organizations, and large corporations that manage shared services or high-volume customer services and wish to apply public sector service excellence practices. Decision makers seeking reliable evidence on service cost and performance to guide investment and policy choices will gain a clear framework for oversight and accountability.

Learning Outcomes

  • By the end of this course, participants will be able to:
  • Map a complete government service journey from the citizen's perspective and identify friction points, delays, and duplicated requirements.
  • Produce a service blueprint that links front-stage customer interactions with back-office processes, systems, and supporting teams.
  • Build or update a service catalogue entry with clear definitions, requirements, service standards, and delivery channels.
  • Redesign a service process using simplification techniques that reduce steps, documents, and processing time.
  • Calculate the full unit cost of a government service using activity-based costing and time-driven cost allocation methods.
  • Compare service delivery costs across channels, such as service centers, call centers, and digital platforms, to support channel strategy decisions.
  • Prepare a cost-based justification for service fees, budget requests, or service improvement investments.
  • Define service level agreements and service standards that are realistic, measurable, and communicated clearly to service users.
  • Develop a service performance scorecard with KPIs, targets, data sources, and reporting frequency.
  • Interpret citizen satisfaction data and complaints to prioritize service improvement actions.
  • Establish a service governance and review cycle that supports continuous improvement and accountability.
  • Present a structured service improvement plan to senior management with clear priorities, responsibilities, and timelines.

Course Outline

Course Outline:

Day 1

Foundations of Government Service Excellence and Service Portfolio Management

  • The evolving role of government services and rising citizen expectations
  • Principles of citizen-centric service delivery and public value
  • Government service classification: citizen, business, government-to-government, and internal services
  • Developing and managing a government service catalogue and service portfolio
  • Service ownership, governance structures, and accountability for service outcomes
  • Practical application: assessing an organization's service portfolio and identifying priority services for redesign
Day 2

Government Service Design and Process Simplification

  • Service design thinking in the public sector: understanding needs, co-design, and prototyping
  • Customer journey mapping and identification of pain points and moments that matter
  • Service blueprinting: linking front-stage interactions with back-office operations
  • Process simplification techniques: eliminating unnecessary steps, documents, visits, and approvals
  • Designing omnichannel service delivery and planning the shift to digital channels
  • Practical application: mapping and redesigning a selected government service journey
Day 3

Government Service Costing and Financial Analysis

  • The importance of service costing for transparency, efficiency, and decision making
  • Cost classification: direct, indirect, fixed, variable, and overhead costs in government services
  • Activity-based costing and time-driven activity-based costing for public services
  • Calculating unit cost per service transaction and per delivery channel
  • Using cost data for service fee setting, budgeting, outsourcing decisions, and cost reduction
  • Practical application: calculating the full unit cost of a government service using a structured costing template
Day 4

Service Standards, Service Level Agreements, and Performance Measurement

  • Defining service standards for time, quality, accuracy, accessibility, and responsiveness
  • Designing internal and external service level agreements
  • Developing service KPIs for efficiency, effectiveness, quality, cost, and satisfaction
  • Building a service performance scorecard and dashboard with targets and data sources
  • Measuring citizen satisfaction and experience through surveys, feedback channels, and complaint analysis
  • Practical application: developing a KPI scorecard and service level agreement for a redesigned service
Day 5

Continuous Service Improvement, Governance, and Implementation

  • Linking service performance to institutional strategy and government excellence frameworks
  • Service performance reviews, root cause analysis, and improvement prioritization
  • Managing change and stakeholder engagement in service transformation initiatives
  • Innovation in government services: proactive services, bundled services, and data-driven improvements
  • Reporting service performance to senior leadership and supporting evidence-based decisions
  • Final workshop: developing an integrated service improvement action plan covering design, cost, and performance measurement for implementation in the participant's organization

Upcoming Dates

Selected date

Milan · 16 – 20 Nov 2026 · Classroom

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CityDatesPrice per ParticipantEarly Bird
ManamaScheduled
2 – 6 Nov 2026€4,700—
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MarrakeshScheduled
9 – 13 Nov 2026€4,300—
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MilanScheduled
16 – 20 Nov 2026€6,000—
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MuscatScheduled
23 – 27 Nov 2026€5,300€4,770until 2 Nov
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MunichScheduled
23 – 27 Nov 2026€5,400€4,860until 2 Nov
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OnlineScheduled
29 Nov – 3 Dec 2026€1,700€1,530until 9 Nov
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ParisScheduled
7 – 11 Dec 2026€5,700€5,130until 16 Nov
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RabatScheduled
14 – 18 Dec 2026€4,300€3,870until 23 Nov
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RiyadhScheduled
21 – 25 Dec 2026€4,200€3,780until 30 Nov
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RomeScheduled
28 Dec 2026 – 1 Jan 2027€5,800€5,220until 7 Dec
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ViennaScheduled
4 – 8 Jan 2027€5,700€5,130until 14 Dec
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AmmanScheduled
10 – 14 Jan 2027€3,100€2,790until 21 Dec
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AmsterdamScheduled
11 – 15 Jan 2027€5,400€4,860until 21 Dec
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BakuScheduled
18 – 22 Jan 2027€4,800€4,320until 28 Dec
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BarcelonaScheduled
25 – 29 Jan 2027€5,400€4,860until 4 Jan
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BerlinScheduled
1 – 5 Feb 2027€5,800€5,220until 11 Jan
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CairoScheduled
8 – 12 Feb 2027€3,300€2,970until 18 Jan
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CasablancaScheduled
15 – 19 Feb 2027€4,300€3,870until 25 Jan
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DohaScheduled
22 – 26 Feb 2027€4,400€3,960until 1 Feb
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DammamScheduled
22 – 26 Feb 2027€4,200€3,780until 1 Feb
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DubaiScheduled
28 Feb – 4 Mar 2027€4,400€3,960until 8 Feb
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FrankfurtScheduled
8 – 12 Mar 2027€5,800€5,220until 15 Feb
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GenevaScheduled
15 – 19 Mar 2027€6,300€5,670until 22 Feb
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IstanbulScheduled
22 – 26 Mar 2027€4,700€4,230until 1 Mar
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Kuala LumpurScheduled
29 Mar – 2 Apr 2027€4,400€3,960until 8 Mar
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LisbonScheduled
5 – 9 Apr 2027€5,400€4,860until 15 Mar
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LondonScheduled
12 – 16 Apr 2027€5,600€5,040until 22 Mar
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MadinahScheduled
12 – 16 Apr 2027€4,200€3,780until 22 Mar
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MadridScheduled
19 – 23 Apr 2027€5,400€4,860until 29 Mar
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MakkahScheduled
26 – 30 Apr 2027€4,200€3,780until 5 Apr
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Available in: Istanbul · Dubai · London · Riyadh · Doha · Amsterdam

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