Online Training
Service Blueprinting for Public Sector
Develop a Shared Vision, Identify Priorities, and Deliver Seamless Services
30 October 2025
9:00 AM - 4:30 PM AEDT
Next intake: 30 October 2025 | 9:00 AM - 4:30 PM AEDT
Overview
As the public sector strives to deliver seamless and personalised omnichannel services, it must also grapple with the increasing complexity of service delivery. From diverse stakeholders, growing demand for seamlessness, digital accessibility and equity amongst a host of other factors. In this ever-evolving landscape, service Blueprinting emerges as an effective tool to navigate these risks and challenges.
It is a methodology embraced by governments worldwide, from Singapore’s GovTech to the UK’s GDS. Service Blueprinting, in essence, is a visual representation that maps the end-to-end journey of a service, providing a comprehensive view of customer interactions and the underlying processes. It helps government agencies understand, analyse, and optimise their services.
This online course, “Service Blueprinting for the Public Sector,” is designed to empower public sector professionals with the knowledge and skills necessary for this transformative journey. It offers a deep dive into service blueprinting, providing participants with the ability to better comprehend current services, detect weaknesses, and identify opportunities for improvement. By visualiasing the interconnected relationships between customers, employees, and internal processes, it uncovers potential enhancements and reduces redundancy. Furthermore, it sheds light on the roles of key stakeholders in the service ecosystem. This course encourages collaboration and benchmarking among peers, fosters learning by doing, and provides practical takeaways that can be implemented immediately. In an era where the public sector’s digital transformation is both an imperative and a challenge, this course equips professionals to navigate and lead the way forward.
Who Should Attend?
Heads, Directors, Managers, Leads, Advisors, and Specialists working in:Learning Outcomes
Online Training
Service Blueprinting for Public Sector
Session details
- Develop a deep understanding of service delivery processes through visual representation, allowing for thorough analysis and optimisation of public sector services.
- Identify weaknesses and pinpoint improvement opportunities by visualising the interconnected relationships between customers, employees, and internal processes, empowering strategic decision-making.
- Equip public sector professionals with the knowledge and skills needed to navigate the complexities of digital transformation, fostering collaboration and providing practical tools for immediate implementation.
Ready to level up your public sector skills?
Join peers from across government for a practical, expert-led training designed to build your capability, confidence, and career progression. Walk away with actionable tools, new insights and valuable peer connections. This course is designed specifically for the public sector, real challenges, real solutions.
Seats are limited. Register now to secure your spot.
View course modulesLevel: Fundamentals
No previous experience necessary
Key Sessions
9:00am Welcome and Introductions
9:15am Exploring Service Blueprinting in the Public Sector
- The purpose of service blueprinting
- Understanding the benefits: from improving services, to uplifting user experiences and identifying areas for improvement
- How does this differ from process mapping and customer journey mapping
- How to tackle a blueprint
9:45am The challenges of the process and when does it work
- The obstacles of introducing service blueprinting
- The 6 phases of service blueprinting
- Stakeholder engagement and involvement
- How to gain the trust of your stakeholders
- Planning your next steps
10:15am Morning Tea
10:30am Understanding Frontstage Processes and Back Stage Processes
- Discerning the difference between front stage processes and backstage processes
- The influence of front stage processes on service quality
- The role of backstage processes on driving greater efficiency
11:00am Key Components and Touch Points
- Discussing front stage components and touchpoints
- Discussing backstage components and touchpoints
11:30am Break Out Group Activity: The class will be split into groups. Using the lessons learned from the previous session start identifying and sorting front stage processes and backstage processes.
12:30pm Lunch Break
1:30pm Creating a Service Blueprinting
- What are the questions you need to ask yourself before you begin
- Framing the problem you are trying to solve
- Understanding the main elements of your blueprint: actions, needs and pains, touchpoints, feelings, questions, variations, opportunities
2:00pm Activity: Apply the concepts from the previous session start building a service blueprint.
3:00pm Afternoon Tea
3:15pm Group Discussion: Reviewing a Service Blueprints and Next Steps
In this session, the groups will present their service blueprints for feedback. The groups will discuss challenges and solutions. In addition, they will also discuss the next steps to apply the learnings in their work.
4:00pm Evaluation and Reflections
4.15pm Closing Remarks
4:30pm End of Training
Meet Your Facilitator
Pete Saunders
Consultant | Pete Saunders Consulting
Pete Saunders is a self-described strategy nerd who operates at the intersection of design, experience, technology, and operations. He specialises in improving experiences and outcomes through service design, patient journey mapping, innovation, digital strategy, and commercialisation working across health, education, and all levels of government.
His portfolio includes:
- Developing the first-ever digital strategy for the (then) Victorian Department of Health and Human Services
- Creating a patient experience and innovation roadmap for a multi-site radiology provider in New Zealand
- Designing a five-year roadmap for patient and carer services for Australians impacted by upper GI cancers
- Leading the digital transformation and commercialisation strategy for workplace mental health services delivered by one of Australia’s most prominent research organisations
- Crafting service blueprints and go-to-market strategies for new health insurance products
Pete’s leadership experience includes serving as Chief Operating Officer at TALi Health (ASX:TD1), a software-as-a-medical-device company, and founding and commercialising a health-tech startup.
With a background in design, marketing, and advertising, Pete brings a distinctive perspective and a versatile toolkit to tackling complex system challenges, delivering better outcomes for the people who need them most.
Register Today
Join this training for professionals working within the Public Sector
Pay for individual courses
Extended EOFY Sale
Ends 15 Jul
$A 795 + 15% OFF
per person + tax Use code: EOFY15 for saving saving
Early Bird
Ends 5 Sep
$A 995
per person + tax $200 saving
Regular
Ends 29 Oct
$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 [email protected]
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