The British Academy for Training and Development offers a specialized course titled "Quality in Government Institutions", which aims to equip participants with the knowledge and skills necessary to implement quality standards efficiently and effectively in government institutions. In light of the increasing challenges faced by the public sector, quality becomes one of the fundamental factors for improving government performance, enhancing transparency, and ensuring accountability. This course focuses on developing capabilities in quality management within government institutions and applying best practices across various fields such as public service delivery, administrative processes, and governance.

Participants will gain an understanding of the importance of government performance quality, methods to measure it, and how to achieve continuous improvement in government operations. The course will introduce participants to advanced methods for applying quality standards such as ISO 9001, along with modern approaches to improving public services and increasing citizen satisfaction.

Who Should Attend?

• Employees of government institutions at various administrative levels.
• Quality and auditing officials in the public sector.
• Executive managers in various government units.
• Specialists in improving institutional performance in the public sector.
• Consultants working with the government on performance improvement and service quality.
• Academics and researchers in public administration and quality fields.

Knowledge and Benefits:

After completing the program, participants will be able to master the following:

• Understand the foundations and principles of quality in government institutions.
• Apply international quality standards and systems in government processes.
• Develop strategies to improve government performance and enhance citizen satisfaction.
• Use quality measurement tools and methods to achieve continuous improvement in government institutions.
• Enhance transparency and accountability in delivering government services.

• Concept of Quality in the Public Sector
  • Differences between quality in the public and private sectors.
  • The importance of quality in public service delivery.
  • The main objectives of quality in government institutions.
• Principles and Standards of Quality in Government Institutions
  • The core principles of government performance quality.
  • The role of leadership and management in achieving quality.
  • Defining quality standards such as ISO 9001 in the public sector.
• Challenges of Implementing Quality in Government Institutions
  • Resistance to change in the public sector.
  • Organizational and administrative structure issues.
  • Financial constraints and limited allocations.
• Designing and Implementing Government Quality Strategies
  • How to set goals and procedures for quality implementation.
  • Planning resources needed to support quality standards implementation.
  • Tools and techniques for measuring government performance.
• Change Management in Government Institutions
  • The role of senior management in creating a conducive environment for quality implementation.
  • Strategies for reducing resistance to change within government institutions.
  • Effective communication tools to enhance institutional transformation towards quality.
• Achieving Continuous Improvement in Government Performance
  • The concept of continuous improvement in the public sector.
  • Modern methods for improving government processes.
  • Performance analysis tools and identifying gaps.
• Key Performance Indicators (KPIs) in the Public Sector
  • How to determine appropriate performance indicators.
  • Linking performance indicators to government outcomes.
  • Using data to guide decisions and achieve improvements.
• Self-Assessment of Government Institutions
  • How to conduct a self-assessment to determine quality levels.
  • Various assessment tools in the public sector.
  • The role of work teams in the evaluation process.
• Internal and External Audits of Quality
  • The difference between internal and external audits.
  • How to use audits to improve government performance.
  • Applying international quality standards in government auditing.
• Quality Concepts in Public Service Delivery
  • Improving government service quality from the citizen’s perspective.
  • Analyzing the needs and expectations of citizens.
  • Designing and improving public services to meet these needs.
• Measurement and Evaluation Methods for Beneficiary Satisfaction
  • How to measure citizen satisfaction with government services.
  • Tools for collecting feedback from beneficiaries.
  • Analyzing data to identify areas for improvement.
• Process Management for Improving Government Service Quality
  • Applying total quality management in service delivery.
  • Techniques for reengineering government processes.
  • Improving efficiency and effectiveness in public service delivery.
• The Importance of Transparency in Government Institutions
  • The relationship between transparency and quality in government work.
  • How transparency helps build trust between the government and citizens.
  • Tools to enhance transparency in government processes.
• The Role of Accountability in Ensuring Government Performance Quality
  • Defining responsibilities within government institutions.
  • Using accountability as a tool to improve quality.
  • Effective mechanisms for auditing and accountability in the public sector.
• Information Technology Techniques for Improving Government Quality
  • Using information systems to measure and analyze service quality.
  • The role of technology in enhancing transparency and accountability.
  • Applying digital solutions to improve the efficiency of government operations.