Digital Government: Designing customer centric organization

Rating 4.33 out of 5 (6 ratings in Udemy)

What you'll learn

Analyse Government’s evolution phases to evaluate your current maturity phase and future strategic goals
Understand how to move from department-centric to customer-centric organization model to be able to provide real user-centric experience to citizens
Apply key principles of E-Government digital transformation concept of Tallinn’s Declaration into your digital initiatives to insure successful execution
Evaluate and adopt best …

Rating 4.33 out of 5 (6 ratings in Udemy)

What you'll learn

Analyse Government’s evolution phases to evaluate your current maturity phase and future strategic goals
Understand how to move from department-centric to customer-centric organization model to be able to provide real user-centric experience to citizens
Apply key principles of E-Government digital transformation concept of Tallinn’s Declaration into your digital initiatives to insure successful execution
Evaluate and adopt best practices in digital transformation approaches given in 3 case studies: Seoul, Singapore, Ghent
Use User-centricity principles of Tallinn’s Declaration to transform your existing or creating new public services to achieve higher citizens’ s satisfaction
Analyse key success factors and benchmark with the best market practises in EU and Asia in implementing user-centricity design principles (12 case studies)
Apply Digital Service Standards developed in Australia Government to create high-quality public services that meet the needs of users
Understand citizens needs that affect their behaviour and satisfaction in interaction with public administration
Identifying internal and external drivers that creates new trends in public services around the world and learn to anticipate them
Argumentatively and persuasively elaborate on necessity to transform public services to successfully lead the change throughout your organisation

Description

Course Outline

The concept of user-centricity is a worldwide trend in both the private and public sectors.

This course explains how you can re-design public services towards user-centricity using key frameworks. Lessons will give you an in-depth analysis of user-centricity principles, crucial digital transformation basics of e-government and structure of customer-centric organizational model.

Most importantly, 65% of the course content is dedicated to showcase the adoption of these principles in real government initiatives in Europe and Asia (Milan, Gent, Singapore, Seoul, Rotterdam, Belgium ++). Moreover, it’s a great motivational and inspirational programme that shows necessity of digital transformation, sets the right examples of the best market practices, and proves the value and benefits of digital tools.

This course is a great introduction to landscape of public services transformation for any government or public authorities on various levels: municipal, cities, federal, international.

What will you learn?

Drivers of Government evolution
Government evolution phases
E-Government digital transformation concept
Transformation to customer-centric organization model
8 principles of User-Centricity concept
Drivers for user-centric services
12 Case studies on government user-centricity projects, including Singapore, Seoul, Rotterdam, Milan, Gent and many others.

The course consists of:

Video tutorials: 11 videos - 2 hours to watch
Additional Research Materials: 4 hours of reading
Practical cases: 12+
Presentations: 12
Quizzes: 6
Convenient transcription with slides for each lecture.

Course authors and contributors:

Karl-Filip Coenegrachts, 2008-2018 Head of the Department of Strategy, Coordination and International Relations, City of Ghent
In Dong Cho, Seoul Metropolitan Government First Vice Mayor.
Olga Isakova, CEO and Founder at DELA.
Alexander Viter, Director of Business Development at DELA.

Duration 2 Hours 58 Minutes

Paid

Self paced

Beginner Level

English (UK)

Rating 4.33 out of 5 (6 ratings in Udemy)

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