INTRODUCTION

We are delighted to invite you and your team to join other participants from public service institutions from Kenya and abroad for a two weeks training workshop on the Design and Implementation of Service Delivery Surveys. 

The workshop participants will gain information that will be used not only in performance management initiatives, but also in the formulation of strategic plans. They will also have the opportunity to network with participants from similar institutions from across Africa and share experiences. The results of these surveys will also help form the basis for crafting an appropriate client service charter.

Some of the popular service delivery surveys conducted by public institutions in the region include; Citizen Satisfaction Surveys, Service Delivery Indicator Surveys, Facility Assessment Surveys, Public Expenditure Tracking Surveys(PETS),Police Service Satisfaction Surveys, Needs Analysis Survey, Customer Satisfaction Surveys, Employees Satisfaction Surveys, Work Environment Evaluation Surveys, Onboarding Surveys, Beneficiaries Satisfaction Surveys,360 Degree Feedback Surveys, Employee Net Promoter Score (ENPS) Surveys and Corruption Perception Surveys.

DURATION

10 days

WHO SHOULD ATTEND?

Economists/Statisticians, County Directors/Assistant directors monitoring and evaluation, County Steering Committee Members (CSC), County Finance Director, County Revenue Clerks, Director, Quality Assurance, Chief Officer Economic and Planning, Budget Officers, Senior Record Officers and other staff members from Economic and planning departments.

COURSE LEVEL: Advanced

LEARNING OBJECTIVES

At the end of the course participants will be able to:

• Explain the role of surveys in measuring efficiency in client service delivery.

• Design and conduct service delivery surveys.

• Apply results of service delivery surveys in formulating service quality improvements.

• Share country experience in carrying out service delivery.

TOPICS TO BE COVERED

The following will be covered during the training:

• Service delivery indicators.

• Steps involved in designing and planning surveys.

• Aims of service delivery surveys.

• Conducting a service delivery.

• Analyzing and interpreting data for service delivery survey.

• Setting service quality standards.

• Measuring customer satisfaction.

• Writing service delivery survey report.

• Implementing improvements in service delivery.

• Monitoring and evaluating the quality of services in the public sector.

Course Administration Details:

METHODOLOGY

The instructor led trainings are delivered using a blended learning approach and comprises of presentations, guided sessions of practical exercise, web based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields.

All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.

ACCREDITATION

Upon successful completion of this training, participants will be issued with an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).

TRAINING VENUE

The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments and lunch.

All participants will additionally cater for their, travel expenses, visa application, insurance, and other personal expenses.

ACCOMMODATION AND AIRPORT PICKUP

Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer.

Email:[email protected].  

Mob: +254 715 077 817

TAILOR- MADE

This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location.

For further inquiries, please contact us on Tel: +254 715 077 817.

Mob: +254 792516000, +254 792516010 or mail [email protected]

PAYMENT

Payment should be transferred to IRES account through bank before the course start date

Send proof of payment to [email protected]

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