Online Training
Service Blueprinting for Public Sector
Develop a Shared Vision, Identify Priorities and Deliver Seamless Services
03 July 2024
9:00 AM - 4:30 PM AEST
Next intake: 03 July 2024 | 9:00 AM - 4:30 PM AEST
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: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 optimization of public sector services.
- Identify weaknesses and pinpoint improvement opportunities by visualizing 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.
Level: Fundamentals
No previous experience necessary
Key Sessions
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
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
Understanding Frontstage Processes and Back Stage Processes
- Discerning the difference between front stage processes and back stage processes
- The influence of front stage processes on service quality
- The role of back stage processes on driving greater efficiency
Key Components and Touch Points
- Discussing front stage components and touchpoints
- Discussing back stage components and touchpoints
- 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
Meet Your Facilitator
Pete Saunders
Consultant | Pete Saunders Consulting
Pete Saunders identifies himself as a strategy enthusiast, delving into the crossroads of design, experience, technology, and operations. His primary focus lies in enhancing experiences and outcomes through various avenues such as service design, patient mapping, innovation, digital strategy, and commercialization. He collaborates with clients in the healthcare and education sectors, as well as governmental bodies at both State and Federal levels.
His past endeavors encompass a range of impactful projects, including crafting the inaugural digital strategy for the then Victorian Department of Health and Human Services, devising a patient experience and innovation roadmap for a multi-site radiology provider in New Zealand, outlining a five-year roadmap for patient and carer services for Australians affected by upper GI cancers, developing a digital transformation and commercialization strategy for workplace mental health services offered by a prominent Australian research organization, and strategizing service blueprints and go-to-market approaches for novel health insurance products.
Additionally, Pete has served as Chief Operating Officer at TALi Health (ASX: TD1), a software-as-a-medical-device company, and previously initiated and commercialized a health-tech startup. His extensive professional background in design, marketing, and advertising equips Pete with a diverse toolkit and a distinctive viewpoint to effectively tackle complex problems within intricate systems. Ultimately, his efforts result in tangible improvements for those most in need.
Register Today
Join this training for professionals working within the Public Sector
Additional discounts are available for group registrations of 10 or more. For group or payment enquiries or custom training solutions, please contact [email protected]
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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