The course offers students an analytical and practical toolkit to apply customer-focused and citizen-empowerment policies to improve outputs and outcomes that matter to users and broader communities. This emphasis can be applied to almost any organisation in the governmental or non-governmental sector. The skills acquired in the course can be used in health, social services, education, citizen safety or the delivery of transactional services (for instance, opening a business).
By the end of this course, students should be able to:
- Understand the role of citizen empowerment in modern governance;
- Segment users and identify relevant stakeholders;
- Assess the quality of public services;
- Propose results-oriented objectives that address service satisfaction and citizen involvement in policymaking;
- Link citizen empowerment instruments to outcome-oriented results;
- Consult and identify the satisfaction of users with service delivery;
- Draft a citizen empowerment or service co-production plan.
This course is for 2nd year MIA and MPP students only.
Instructor
- Salvador Parrado , Adjunct
