Enhancing Leadership in Citizen Service Delivery, March 16-18, Gaborone, Botswana
Author: CAPAM
Organization: CAPAM
Publication Year: 2010
Type of Document: General article
Document: Download as PDF
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Democratic governments exist to serve its citizens and Public Servants want to achieve high levels of citizen satisfaction in the delivery of public sector services. This is recognized in the African Union’s Public Service Charter, adopted in February 2001, which committed to:
• Proximity and accessibility of services
• Participation, consultation and mediation
• Quality, effectiveness and efficiency
• Speed and responsiveness
• Evaluation of services
These are very challenging objectives given the broad range of services provided by government organizations, the diversity of citizen needs, and the large geographic distances.
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Initiatives to improve service delivery require strong leadership, finely honed expertise, and an understanding of successful service delivery principles and practices. Over the past decade, countries across the Commonwealth have implemented programmes and strategies to improve the effectiveness and efficiencies in the delivery of government services. During this period, our understanding of the management principles for service delivery, and our appreciation for the opportunities and risks of e-Government have also matured.
This learning programme will help participants examine their service delivery challenges in the light of these developments and help them devise strategies that are effective for their unique circumstances.
The following topics will be addressed through lectures, case studies, simulations and interactive activities:
- Citizen service delivery objectives and challenges in Africa
- Partnering with Political Leaders in understanding and managing citizen expectations
- Cultivating a service delivery culture through strong and effective leadership
- Partnerships and organizational strategies for effective service delivery
- Leading change and innovation within the Public Service
- E-Government: Challenges and opportunities for electronic service delivery
- E-Governance: Management frameworks for e-service deployment
- Business process re-engineering and risk management
Click here to register! (external site)
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