The use of voice in public services

‘Voice' as a mechanism to deliver public services can be translated into citizen participation and customer focus policies. This elective course deals with customer oriented policies in the public sector which are also labelled as quality management schemes.
The major aim of this course is to equip students with an analytical and practical ‘tool-kit' that allows them to apply customer focused policies at governmental and agency level. Critical thinking about solutions offered in public and policy debates related to quality management issues will be encouraged. By the end of this course, students should be able to:
- Understand how to assess the quality of a public service,
- Consult and identify the satisfaction of users with service delivery
- Reflect on contested issues regarding the implementation of quality policies
- Identify the main features of different quality management instrument and their adequacy to deal with service delivery issues.
- To be able to use instruments like mystery shopper, customer journey, service charters and other similar tools
- To draft an improvement plan on quality management for a public agency.



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