In‑House Training
Expert-led, tailored training delivered directly to your team, wherever you are and whenever you need it.
Training built around your organisation, not the other way around
In-House Academy from Public Sector Network brings our industry-leading training directly into your department. Whether you're upskilling a team of five or rolling out capability-building across an agency, we work with you to design and deliver training that addresses your exact challenges, fits your schedule and maximises your L&D investment.
With 100+ topics available and expert facilitators who understand the public sector context, in-house training means relevant, impactful learning without the travel costs or scheduling compromises of open-enrolment courses.
Talk to Our TeamHow In-House Training Works
From first enquiry to final debrief, a simple process built for busy public sector teams
Scoping Conversation
We consult with your team to understand challenges, goals, capability levels and preferred learning formats.
Programme Design
Our team collaborates with expert facilitators to tailor content, case studies and exercises to your context.
Delivery
Training delivered online, in-person or hybrid, at your workplace, a chosen venue, or virtually across locations.
Debrief & Follow-up
Post-delivery we share feedback, outcomes achieved and recommendations for continuing the learning journey.
Why Choose In-House Training?
The smarter way to build capability across your team
Fully Tailored Content
Every programme is designed around your team's specific challenges, priorities and desired outcomes, not a generic curriculum.
Train Your Whole Team Together
Build shared language and capability across your team simultaneously, driving more consistent outcomes than individual attendance.
Better Value for Your L&D Budget
Per-person costs are significantly lower when training multiple team members, with no travel or scheduling disruption.
Public Sector Context Built In
Our facilitators understand government realities, from budget constraints to MOG changes, ensuring content is immediately applicable.
Schedule That Suits You
Half-day, full-day, multi-session or modular programmes, planned around your operational commitments and team availability.
Any Format, Any Location
Face-to-face at your offices, virtually via video conference, or hybrid across multiple sites.
Example In-House Training Programmes
A selection of the training we can deliver, all fully customisable to your team's needs
Change Management After MOGs
Best for: Transformation leads, HR, Senior executives
- Navigating machinery of government changes
- Leading people through structural uncertainty
- Maintaining service continuity mid-transition
- Stakeholder communication and change narratives
- Culture integration across merged entities
Contact Centre Optimisation, Lean Six Sigma
Best for: Contact centre ops, Service delivery leads, QA teams
- Applying Lean Six Sigma in public contact centres
- Identifying and eliminating process waste
- Demand analysis and first-contact resolution
- Reducing repeat contacts and wait times
- DMAIC applied to government service settings
Operating Model & Transformation Delivery
Best for: Heads of Contact Centre, Service Delivery leads, Transformation teams
- Build a target operating model for omni-channel
- Write an actionable transformation roadmap
- Workstreams, dependencies and governance
- Service performance management (SLAs, VOC)
- Continuous improvement frameworks
Digital Service Design & Journey Redesign
Best for: CX leads, Service designers, Channel managers
- Journey mapping into a prioritised backlog
- Service blueprinting (frontstage + backstage)
- Designing for channel shift and assisted digital
- Human-centred design in government contexts
- Measuring CX uplift and service outcomes
Knowledge Management & Content Operations
Best for: Contact centre ops, QA, Digital teams, Policy owners
- Knowledge article lifecycle (create to retire)
- Agent assist and self-serve content design
- Single source of truth across phone, chat, web
- Governance frameworks for content accuracy
- Reducing handling time through better knowledge
Data & Analytics for Contact Centres
Best for: Ops analysts, WFM, Performance leads, CX analytics
- KPI design (and what to stop measuring)
- Demand forecasting and driver analysis
- QA calibration and speech/text analytics
- VOC integration and insight frameworks
- Turning insights into operational routines
Practical AI for Contact Centres
Best for: Contact centre leadership, Digital/AI leads, Risk & compliance
- AI use case selection and prioritisation
- Agent assist, summarisation, QA and self-service
- Implementation playbooks and vendor evaluation
- Privacy, security and responsible AI controls
- Humans + machines: governance frameworks
AI in the Public Sector, Strategy & Governance
Best for: Senior leaders, Policy teams, Digital transformation leads
- AI readiness assessment for your agency
- Developing an AI strategy for government
- Responsible AI frameworks and policy development
- Use case prioritisation and investment decisions
- Managing risk, bias and public trust
Frontline Leadership & Coaching Systems
Best for: Team leaders, QA, Training leads
- Coaching models and call listening routines
- Competency frameworks for frontline roles
- Objection handling and difficult conversations
- QA programs that change behaviour, not just score
- Weekly performance routines that actually work
Don't see your topic? We develop programmes on request. Contact us to discuss your needs.
Ready to bring training to your team?
Tell us about your team's challenges and we'll recommend the right programme.
We'll work closely with our expert facilitators to tailor content around your key development priorities, shape learning outcomes around your departmental challenges, and help you maximise your L&D budget.
