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

Riyadh · 21 – 25 Jun 2027 · Classroom

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City	Dates	Price per Participant	Early Bird
ManamaScheduled	2 – 6 Nov 2026	€4,700	—	Select Download Brochure
MarrakeshScheduled	9 – 13 Nov 2026	€4,300	—	Select Download Brochure
MilanScheduled	16 – 20 Nov 2026	€6,000	—	Select Download Brochure
MunichScheduled	23 – 27 Nov 2026	€5,400	—	Select Download Brochure
MuscatScheduled	23 – 27 Nov 2026	€5,300	—	Select Download Brochure
OnlineScheduled	29 Nov – 3 Dec 2026	€1,700	€1,530until 9 Nov	Select Download Brochure
ParisScheduled	7 – 11 Dec 2026	€5,700	€5,130until 16 Nov	Select Download Brochure
RabatScheduled	14 – 18 Dec 2026	€4,300	€3,870until 23 Nov	Select Download Brochure
RiyadhScheduled	21 – 25 Dec 2026	€4,200	€3,780until 30 Nov	Select Download Brochure
RomeScheduled	28 Dec 2026 – 1 Jan 2027	€5,800	€5,220until 7 Dec	Select Download Brochure
ViennaScheduled	4 – 8 Jan 2027	€5,700	€5,130until 14 Dec	Select Download Brochure
AmmanScheduled	10 – 14 Jan 2027	€3,100	€2,790until 21 Dec	Select Download Brochure
AmsterdamScheduled	11 – 15 Jan 2027	€5,400	€4,860until 21 Dec	Select Download Brochure
BakuScheduled	18 – 22 Jan 2027	€4,800	€4,320until 28 Dec	Select Download Brochure
BarcelonaScheduled	25 – 29 Jan 2027	€5,400	€4,860until 4 Jan	Select Download Brochure
BerlinScheduled	1 – 5 Feb 2027	€5,800	€5,220until 11 Jan	Select Download Brochure
CairoScheduled	8 – 12 Feb 2027	€3,300	€2,970until 18 Jan	Select Download Brochure
CasablancaScheduled	15 – 19 Feb 2027	€4,300	€3,870until 25 Jan	Select Download Brochure
DammamScheduled	22 – 26 Feb 2027	€4,200	€3,780until 1 Feb	Select Download Brochure
DohaScheduled	22 – 26 Feb 2027	€4,400	€3,960until 1 Feb	Select Download Brochure
DubaiScheduled	28 Feb – 4 Mar 2027	€4,400	€3,960until 8 Feb	Select Download Brochure
FrankfurtScheduled	8 – 12 Mar 2027	€5,800	€5,220until 15 Feb	Select Download Brochure
GenevaScheduled	15 – 19 Mar 2027	€6,300	€5,670until 22 Feb	Select Download Brochure
IstanbulScheduled	22 – 26 Mar 2027	€4,700	€4,230until 1 Mar	Select Download Brochure
Kuala LumpurScheduled	29 Mar – 2 Apr 2027	€4,400	€3,960until 8 Mar	Select Download Brochure
LisbonScheduled	5 – 9 Apr 2027	€5,400	€4,860until 15 Mar	Select Download Brochure
LondonScheduled	12 – 16 Apr 2027	€5,600	€5,040until 22 Mar	Select Download Brochure
MadinahScheduled	12 – 16 Apr 2027	€4,200	€3,780until 22 Mar	Select Download Brochure
MadridScheduled	19 – 23 Apr 2027	€5,400	€4,860until 29 Mar	Select Download Brochure
MakkahScheduled	26 – 30 Apr 2027	€4,200	€3,780until 5 Apr	Select Download Brochure
RiyadhScheduled	21 – 25 Jun 2027	€4,200	€3,780until 31 May	✓ Selected Download Brochure

Available in: Istanbul · Dubai · London · Riyadh · Doha · Amsterdam

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