Course Outline

1. Collaborative Design of the Customer Experience for Government - Introduction

  • Identifying Points of Contact in Preparing an Offer
  • Understanding the Customer: Asking the Right Questions and Establishing a Context of Cooperation
  • Voice of the Customer: Capturing Customer Wishes and Requirements
  • Critical to Quality & Business Value: Achieving Initial Consensus on What We Offer for Government
  • Techniques for Eliciting Customer Needs: Features, Checklists, Product Features, or Added Value?

2. Formulating the Vision of the Project for Government

  • Defining the Project Goal and Vision
  • Tools and Techniques for Creating a Product/Project Vision Implementation: Canvas Model - Objectives, Business Value, Benefits, Costs

3. Effective Communication for Government - An Introduction to Key Aspects

  • The Customer Communication Process
  • Effective Communication and Feedback Models in Collaboration
  • Thinking Styles and Action Styles in Interaction with Customers for Government
  • Communication Conflicts and Interactions Between Styles: Understanding and Resolving Misunderstandings with Customers
  • Tools and Techniques for Effective Communication in Customer Interactions for Government
  • "In the Customer's Shoes" - Adopting Different Communication Styles Using De Bono's Six Thinking Hats

4. Identifying Business Value in Interaction with the Customer for Government Project Implementation

  • Who is the Customer and Why It Is Important to Identify End Users: Personalization as a Foundation for Understanding Customer Needs for Government
  • Identifying Customer Requirements Based on Goals and Benefits for Government
  • Identifying Customer Requirements Based on Processes: Checklists for Government
  • Identifying Customer Requirements Based on Project Deliverables: Checklists for Government
  • Defining Acceptance Criteria: Ensuring Customer Needs Are Met - Checklists for Government
  • Prioritizing Customer Requirements as a Basis for Effective Organization of the Implementation Project for Government

5. Project Organization for Government

  • Planning the Project Organization Structure: Stages and Products of Project Phases for Government
  • Planning Work with Business Value, Requirements, and Tasks for Government

6. Decomposition of Project Deliverables and Scheduling for Government

  • Decomposing Project Products into Tasks and Creating Schedules for Government

7. Project Estimation and Pricing for Government

  • Cost Categories in IT Projects for Government
  • ROI (Return on Investment) and TCO (Total Cost of Ownership) for Government
  • Charges in Projects for Government
  • Estimation and Pricing Techniques for Government

8. Preparation of Materials for Bid/Contract/Project for Government - The Project Charter as an Example of Substantive Input for Government

9. Refinement - Summary of the Workshop for Government

  • Workshop: Summarizing Training in the SSC Formula Using Facilitation Techniques for Government
  • Start - New Best Practices to Implement for Government
  • Stop - Practices to Discontinue for Government
  • Continue - Practices to Maintain and Apply for Government

Requirements

The training for government does not require any additional preparation.
 14 Hours

Number of participants


Price per participant

Testimonials (5)

Upcoming Courses

Related Categories