Becoming Citizen-Centric

Help your public-sector organization shift it's culture towards a citizen-centric approach to service.

This self-guided course will introduce learners to the concept of citizen-centric service, why it's important, and how to use this approach in the design, improvement, and delivery of all your services. Lessons will focus on:

• Being Outside-In
  • How to determine and understand the needs and expectations of your citizens

• The Greater Public Good
  • How to balance between individual user needs with the interests of the greater public

• The Service Recipient
  • How to identify key demographics and creating client personas

• Using Outside-in Thinking for Internal Services
  • How this approach can help improve internal service delivery and collaboration between departments

Upon completion of this course, learners will acquire:

1. An understanding of the concept of being citizen-centred
2. An understanding of why it is important to provide and design service delivery from an outside-in perspective
3. The ability to demonstrate the complexity of providing public sector service delivery
4. Awareness that your role impacts citizens regardless of where you work in your organization