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Public Sector Innovation and Citizen Centred Service Design

This course helps public officials rethink services around the needs and experiences of citizens using innovation and service design methods. Participants learn to understand citizen journeys, prototype new solutions and test improvements before wide rollout. The programme is shaped by the drive across African governments to deliver more responsive and accessible public services with limited resources.

What you will be able to do

  • Explain the value of innovation and service design in the public sector.
  • Map citizen journeys to uncover pain points in current services.
  • Generate and prioritise ideas for improving public services.
  • Prototype and test service improvements on a small scale.
  • Involve citizens and frontline staff in designing solutions.
  • Plan the rollout and measurement of successful service innovations.

Course outline

  1. 01Innovation in Government
  2. 02Understanding the Citizen Journey
  3. 03Idea Generation and Prioritisation
  4. 04Prototyping Service Improvements
  5. 05Testing and Learning
  6. 06Co Designing with Citizens and Staff
  7. 07Scaling and Measuring Innovation

Who should attend

This course suits service managers, innovation teams, planners and frontline leaders in departments, municipalities and public entities seeking better citizen outcomes.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 19 Aug 2026Pretoria3R13,000
24 to 26 Aug 2026Cape Town3R13,000
7 to 9 Sep 2026Online3US$900
14 to 16 Sep 2026Mozambique3US$1,500
21 to 23 Sep 2026Cairo3US$1,500
28 to 30 Sep 2026Accra3US$1,500
5 to 7 Oct 2026Lusaka3US$1,500
12 to 14 Oct 2026Kigali3US$1,500
19 to 21 Oct 2026Nairobi3US$1,500
26 to 28 Oct 2026Durban3R13,000
2 to 4 Nov 2026Johannesburg3R13,000
16 to 18 Nov 2026Mauritius3US$1,500
23 to 25 Nov 2026Dubai3US$1,500
30 Nov to 2 Dec 2026Lagos3US$1,500
7 to 9 Dec 2026Harare3US$1,500
14 to 16 Dec 2026Kampala3US$1,500
21 to 23 Dec 2026Dar es Salaam3US$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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