Course Outline

  • Understanding the Digital Organization and Your Role in It
    • Evaluating the Digital Maturity of Your Organization
    • Defining Personal Values and Professional Identity
    • Identifying Core Digital Skills for Government
    • Leadership and Followership Competencies Required for Digital Transformation
    • Overview of Digital Transformation
      • Types of Digital Transformation
      • Digital Transformation Strategies
      • The Digital Transformation Pyramid
  • Digital Transformation Strategy and Customer-Centricity
    • Contextualizing Digital Initiatives for Government
    • Customer-Centric Approaches in the Public Sector
    • Elements of Customer Experience
    • Service Design: Front-Stage and Backstage Perspectives (Internal vs. External Stakeholders)
    • Mapping Customer Experiences
    • Empathy Mapping for Government Services
    • Proto-Personas for Public Sector Users
  • Embracing Digital Transformation for Government
    • Developing a Digital Transformation Strategy (or Sub-Strategy for Your Role within a Larger Organizational Goal)
    • Identifying Constraints, Supports, and Opportunities
    • Addressing Development Limitations
  • Leading Digital Transformation
    • Understanding Stakeholders in the Public Sector
    • Prioritizing Digital Transformation Projects for Government
    • Planning the Implementation of Digital Strategies
 28 Hours

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