Overview
Service Blueprinting for the Public Sector is an online course designed to empower professionals in navigating the complexities of North American public services.
Who Should Attend?
This course is designed for Managers, Leads and Specialists in:
Customer Experience, Customer Service, Citizen Experience, and Innovation
Service Delivery, User Experience, Process Improvement
Product Management, Service Design and Content Design
Online Training
Service Blueprinting for the Public Sector
Session details
- Dive deep into service blueprinting to gain insights to understand, analyze, and optimize services.
- Visualize end-to-end service journeys
- Unravel interconnected relationships, and identify improvement opportunities.
Some familiarity with topic is recommended
Key Sessions
The course adopts an interactive online format, guiding participants through the intricacies of service blueprinting for the public sector. It combines theoretical insights with practical applications, encouraging experiential learning.
- Purpose and benefits of service blueprinting
- Distinguishing from process mapping and customer journey mapping
- Tackling a blueprint: Overview and practical insights
- Overcoming obstacles in service blueprinting
- The 6 phases of service blueprinting
- Stakeholder engagement and planning next steps
- Difference between front-stage and back-stage processes
- Influence on service quality and driving efficiency
- Discussing front-stage and back-stage components and touchpoints
• Exploring Journey map ecosystems • From mapping to processes: Creating a services blueprint and value creation stream mapping
• Questions before beginning, framing the problem • Understanding blueprint elements: actions, needs, touchpoints, etc
• Building a service blueprint based on learned concepts
• Groups present service blueprints for feedback
• Discussion on challenges, solutions, and applying
learnings
- Recap, Questions and Final Insights
Meet Your Facilitator
Catherine Gauthier
Certified Customer Experience Professional and CX4 Lab Founder
Catherine Gauthier is a certified customer experience professional (CCXP) with over 16 years of experience in analyzing and planning, at both strategic and operational levels, the delivery of services for customers (in various industries, including B2B, B2C and for government departments and agencies).
Register Today
Join this training for professionals working within the Public Sector
Early Bird 1
$595
per person + tax $400 savingEarly Bird 2
$795
per person + tax $200 savingRegular Price
$995
per person + taxFor group or payment enquiries or custom training solutions, please contact [email protected]
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