Designing Citizen-Centered Public Service

The Course on Designing Citizen-Centered Public Services (DCCPS) aims to equip public-sector organizations (PSO) officers and technical staff with the knowledge and skills in developing innovative and citizen-centered solutions that address clients’ needs and expectations. The DCCPS applies the innovation management framework that integrates the principles of innovation and citizen-centered service design. Innovation emphasizes pursuing radical, transformative improvements on how government processes and services are delivered while citizen-centered service design anchors the idea that government services must be intentionally built around citizens’ needs, priorities, and expectations. Taken together, the framework highlights the need to rethink existing models, challenge legacy practices, and introduce new approaches that can significantly increase efficiency, reduce turnaround costs and turnaround time, and improve ease of use.