Digital Government: Designing customer centric organization

Digital Government: Designing customer centric organization

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.

Transformation of services using with customer centric principles & best practice

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What you will 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

Rating: 4.33333

Level: Beginner Level

Duration: 2 hours

Instructor: DELA Digital Era Leaders Academy