Online Training
Customer Journey Mapping for the Australian Public Sector
Step into your citizens’ shoes to build seamless, people-centred public services.
11 June 2025
9:00 AM - 4:30 PM
Next intake: 11 June 2025 | 9:00 AM - 4:30 PM
Overview
Government agencies are under increasing pressure to modernise and improve citizen engagement. Recent surveys show that 81% of Australians expect government services to be resolved in a single interaction, while over 85% prioritise speed, simplicity, and transparency in service delivery.
This highly interactive training will equip public sector professionals with practical customer journey mapping techniques to design efficient, seamless, and citizen-centric services. Learn how to step into the customer’s shoes, identify bottlenecks, and apply user insights to drive real service improvements.
Whether you work in service delivery, digital transformation, UX, or policy implementation, this workshop will give you the tools and frameworks to deliver better, faster, and more accessible public services.
Learning Outcomes
Online Training
Customer Journey Mapping for the Australian Public Sector
Session details
This training provides practical, hands-on techniques to help you map customer journeys, identify pain points, and streamline service delivery. Whether you work in service design, digital transformation, or policy implementation, this workshop will equip you with the tools and insights needed to drive real impact in your agency.
View course modulesLevel: Fundamentals
No previous experience necessary
Key Sessions
| 09:00am | Welcome and Introductions | |
| 09:15am | Exploring Customer Journey Mapping in the Public Sector
The Challenges of the process
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| 10:00am | Morning Tea | |
| 10:15am | Understanding Personas and Demographics
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| 10:45am | Activity: Using the lessons learned from the previous session to start building personas of your customers. | |
| 11:45am | Present these back to the group | |
| 12:00pm | Lunch Break | |
| 01:00pm | Customer Journey Mapping in Practice
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| 01:30pm | Activity: Apply concepts from the previous session and start building a customer journey map. | |
| 02:30pm | Feedback and EvaluationPresent these back to the group | |
| 02:45pm | Afternoon Tea | |
| 03:00pm | An Introduction Creating a Service Blueprint
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| 4:00pm | Final Questions and Closing Remark | |
| 4:30pm | End of Training | |
Meet Your Facilitator
Pete Saunders
Consultant | Pete Saunders Consulting
Pete Saunders is a strategy-driven problem solver who thrives at the intersection of design, experience, technology, and operations. With a track record of transforming government services, health systems, and digital experiences, Pete has led major initiatives, including Victoria’s first-ever digital strategy and service blueprinting for public health programs and policy reforms. His expertise in customer journey mapping, service design, and innovation has helped agencies across Australia streamline service delivery, improve citizen engagement, and drive meaningful change. With a hands-on, results-focused approach, Pete ensures participants walk away with practical tools and proven strategies to transform public sector services.
Register Today
Join this training for professionals working within the Public Sector
Regular
Ends 10 Jun
$A 1195
per person + taxAdditional discounts are available for group registrations of 10 or more. For group or payment enquiries or custom training solutions, please contact training@publicsector.academy
Customised in-house options available for teams
Interested in any of our online trainings?
You can also choose to have them delivered in house. We will work closely with our inspiring session facilitators to tailor the content around the key development areas your team are prioritising, shape the learning outcomes around your core departmental challenges and make the most of your L&D and upskilling budget.
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