MAL Training

Quality Public Service Delivery

Course Profile / Background
For a long time the public service was perceived as being hierarchically superior to the citizen. This perception was held by both Public Servant and the Citizen. This perception has changed over the years. In the late 1960s and 1970s, the idea of the civil service offering "a service to the citizen" emerged. There is an urgent need to create a new service culture within the civil service to increase the responsiveness of the public services to the people. With the state government’s role of providing enabling environment to its citizens and giving them the dividends of democracy, we believe that this training will be very effective in helping the staff of various ministries, departments and agencies of the state to understand their roles as service providers to the general public. It will also enable them to provide quality service that will be appreciated by all stakeholders.

Target Participants
All staff of ministries, departments and agencies (MDAs) of Federal and State governments

Course Objectives
Participants will be exposed to tools, concepts and service standards that will enable them deliver world class service to both internal and external customers

Course Delivery
Course delivery will be through lectures, team exercises, case studies, focus group discussions, take home assignments and role play.

Course Outlines