One-Stop Public Service Centres
Overview
One-stop service centres bring many government services under one roof, saving citizens time and reducing opportunities for corruption. This course shows how to design, set up and manage one-stop centres: choosing services, redesigning procedures, organising front and back office, training staff and measuring satisfaction.
Who should attend
Public service managers, service centre heads, municipal and governorate officials, and administrative reform staff.
Training methodology
Interactive presentations, regional and international public sector experiences, case studies, group work on participants' own institutions, practical exercises, and an action plan for each participant's entity.
Objectives
By the end of this course, participants will be able to:
- Explain one-stop shop models and their benefits
- Select and redesign services for integrated delivery
- Organise front office and back office work
- Train staff for citizen-centred service
- Monitor performance and citizen satisfaction
Course outline
- Models and international examples
- Benefits and risks
- Legal and institutional requirements
- Physical and digital centres
- Discussion
- Choosing high-demand services
- Mapping citizen journeys
- Removing steps and documents
- Agreements with partner entities
- Redesign exercise
- Location and layout
- Queue and appointment systems
- Front and back office
- IT and records
- Planning exercise
- Staff selection and training
- Customer service skills
- Handling difficult situations
- Integrity at the counter
- Role-play
- Service time and quality indicators
- Citizen satisfaction surveys
- Complaint handling
- Scaling the model
- Action plan
Upcoming dates and fees
| Dates | Venue | Fee |
|---|---|---|
| 7–11 December 2026 | Online | £2,450 per delegate |
| 8–12 March 2027 | Istanbul | £4,250 per delegate |
| 17–21 May 2027 | Cairo | £3,750 per delegate |
More dates and online registration: www.british-skills.co.uk/training-course/one-stop-public-service-centres