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Business Process Mapping and Standard Operating Procedures for Municipalities

This course shows municipal teams how to map their core processes, remove bottlenecks and document repeatable standard operating procedures. Participants learn to capture the current state of a service, redesign it for speed and accountability, and produce clear procedures that new staff can follow. The approach improves turnaround times for billing queries, building plans, procurement and other high volume municipal services.

What you will be able to do

  • Map current state processes using simple flow charting techniques.
  • Identify bottlenecks, duplication and hand off delays in municipal workflows.
  • Redesign processes to shorten turnaround and clarify accountability.
  • Write standard operating procedures that frontline staff can apply consistently.
  • Define process owners, controls and performance measures for each procedure.
  • Plan the rollout and review cycle for documented procedures.

Course outline

  1. 01Why Process Discipline Matters in Local Government
  2. 02Capturing the Current State
  3. 03Identifying Waste and Bottlenecks
  4. 04Redesigning for Speed and Accountability
  5. 05Writing Effective Standard Operating Procedures
  6. 06Controls, Owners and Performance Measures
  7. 07Rollout, Training and Review

Who should attend

This course is designed for process owners, unit managers, quality coordinators and administrative supervisors in local government who want to standardise service delivery.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 19 Aug 2026Kigali3US$1,500
24 to 26 Aug 2026Nairobi3US$1,500
31 Aug to 2 Sep 2026Durban3R13,000
7 to 9 Sep 2026Johannesburg3R13,000
21 to 23 Sep 2026Mauritius3US$1,500
28 to 30 Sep 2026Dubai3US$1,500
5 to 7 Oct 2026Lagos3US$1,500
12 to 14 Oct 2026Harare3US$1,500
19 to 21 Oct 2026Kampala3US$1,500
26 to 28 Oct 2026Dar es Salaam3US$1,500
2 to 4 Nov 2026Pretoria3R13,000
9 to 11 Nov 2026Cape Town3R13,000
23 to 25 Nov 2026Online3US$900
30 Nov to 2 Dec 2026Mozambique3US$1,500
7 to 9 Dec 2026Cairo3US$1,500
14 to 16 Dec 2026Accra3US$1,500
21 to 23 Dec 2026Lusaka3US$1,500

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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