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Public Sector Change Management and Service Delivery Improvement

This course equips public sector managers to lead change and improve the way services reach citizens. Participants learn practical change management approaches, how to redesign service processes and how to overcome resistance in bureaucratic settings. The programme is tailored to the realities of African government institutions where limited resources make efficient service delivery essential.

What you will be able to do

  • Explain why change initiatives succeed or fail in public sector organisations.
  • Apply a structured change management approach to service delivery projects.
  • Map and redesign service processes to reduce delays and duplication.
  • Engage staff, unions and stakeholders to build support for change.
  • Manage resistance and sustain new ways of working after implementation.
  • Measure service delivery improvements against clear performance targets.

Course outline

  1. 01Change in the Public Sector Context
  2. 02Change Management Frameworks
  3. 03Service Process Mapping and Redesign
  4. 04Stakeholder and Staff Engagement
  5. 05Managing Resistance
  6. 06Sustaining and Embedding Change
  7. 07Measuring Service Improvement

Who should attend

This course suits managers, supervisors, project leaders and improvement teams responsible for reforming services in departments, municipalities and public entities.

Dates, venues and fees

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