Overview
As the public sector strives to deliver seamless and personalised omnichannel services, it must also grapple with the increasing complexity of service delivery. From diverse stakeholders, growing demand for seamlessness, digital accessibility and equity amongst a host of other factors. In this ever-evolving landscape, service Blueprinting emerges as an effective tool to navigate these risks and challenges.
It is a methodology embraced by governments worldwide, from Singapore's GovTech to the UK's GDS. Service Blueprinting, in essence, is a visual representation that maps the end-to-end journey of a service, providing a comprehensive view of customer interactions and the underlying processes. It helps government agencies understand, analyse, and optimise their services.
This course is designed to empower public sector professionals with the knowledge and skills necessary for this transformative journey. It offers a deep dive into service blueprinting, providing participants with the ability to better comprehend current services, detect weaknesses, and identify opportunities for improvement. Visualising the interconnected relationships between customers, employees, and internal processes uncovers potential enhancements and reduces redundancy. Furthermore, it sheds light on the roles of key stakeholders in the service ecosystem. This course encourages collaboration and benchmarking among peers, fosters learning by doing, and provides practical takeaways that can be implemented immediately. In an era where the public sector's digital transformation is both an imperative and a challenge, this course equips professionals to navigate and lead the way forward.
Who Should Attend?
This course is designed for APS 4–APS 6 / EL 1 professionals (or state, territory and local government equivalents) who are involved in designing, delivering, or improving public services, with a focus on enhancing customer outcomes, innovation, and end-to-end service planning.
Relevant roles include: Customer Experience, Service Design, and UX/CX practitioners Policy, Program, and Project Officers responsible for service delivery Digital Transformation, Innovation, and Continuous Improvement teams Communications, Engagement, and Change Management professionals Operational managers seeking to optimise processes and citizen-facing services
Ideal for participants who: Are responsible for mapping, analysing, or improving service delivery Want to apply service blueprinting to visualise end-to-end processes Seek practical tools to identify inefficiencies, gaps, and opportunities in services Work across digital or in-person services and aim to improve customer experience Want to engage stakeholders and implement actionable improvements based on blueprint insights
Learning Outcomes
By the end of this course, you will be able to:
Better understand your current services. This offers internal clarity for the teams, especially about complex services.
Detect weaknesses and flaws in the service.
Identify improvement opportunities.
Visualising how relationships between customers, employees, and internal processes are connected uncovers potential improvements and helps eliminate redundancy.
Gain a clearer understanding of the key stakeholders involved in a service including customers, suppliers, consultants, teams, and employees to help reduce complexity.
Online Training
Service Blueprinting for Public Sector
Session details
- Develop a deep understanding of service delivery processes through visual representation, allowing for thorough analysis and optimisation of public sector services.
- Identify weaknesses and pinpoint improvement opportunities by visualising the interconnected relationships between customers, employees, and internal processes, empowering strategic decision-making.
- Equip public sector professionals with the knowledge and skills needed to navigate the complexities of digital transformation, fostering collaboration and providing practical tools for immediate implementation.
Ready to level up your public sector skills? Join peers from across government for a practical, expert-led training designed to build your capability, confidence, and career progression.Walk away with actionable tools, new insights and valuable peer connections. This course is designed specifically for the public sector, real challenges, real solutions. Seats are limited. Register now to secure your spot.
No previous experience necessary
Key Sessions
Exploring Service Blueprinting in the Public Sector
- The purpose of service blueprinting
- Understanding the benefits: from improving services, to uplifting user experiences and identifying areas for improvement
- How does this differ from process mapping and customer journey mapping
- How to tackle a blueprint
The challenges of the process and when does it work
- The obstacles of introducing service blueprinting
- The 6 phases of service blueprinting
- Stakeholder engagement and involvement
- How to gain the trust of your stakeholders
- Planning your next steps
Understanding Front stage Processes and Backstage Processes
- Discerning the difference between front stage processes and backstage processes
- The influence of front stage processes on service quality
- The role of backstage processes on driving greater efficiency
Understanding Frontstage Processes and Back Stage Processes
- Discerning the difference between front stage processes and backstage processes
- The influence of front stage processes on service quality
- The role of backstage processes on driving greater efficiency
Creating a Service Blueprinting
- What are the questions you need to ask yourself before you begin
- Framing the problem you are trying to solve
- Understanding the main elements of your blueprint: actions, needs and pains, touchpoints, feelings, questions, variations, opportunities
Interactive Activity
Apply the concepts from the previous session start building a service blueprint.
Group Discussion: Reviewing a Service Blueprints and Next Steps
In this session, the groups will present their service blueprints for feedback. The groups will discuss challenges and solutions. In addition, they will also discuss the next steps to apply the learnings in their work.
Meet Your Facilitator
Pete Saunders
Consultant | Pete Saunders Consulting
Pete Saunders is a self-described strategy nerd who operates at the intersection of design, experience, technology, and operations. He specialises in improving experiences and outcomes through service design, patient journey mapping, innovation, digital strategy, and commercialisation working across health, education, and all levels of government. His portfolio includes:
- Developing the first-ever digital strategy for the (then) Victorian Department of Health and Human Services
- Creating a patient experience and innovation roadmap for a multi-site radiology provider in New Zealand
- Designing a five-year roadmap for patient and carer services for Australians impacted by upper GI cancers
- Leading the digital transformation and commercialisation strategy for workplace mental health services delivered by one of Australia’s most prominent research organisations
- Crafting service blueprints and go-to-market strategies for new health insurance products
Pete’s leadership experience includes serving as Chief Operating Officer at TALi Health (ASX:TD1), a software-as-a-medical-device company, and founding and commercialising a health-tech startup. With a background in design, marketing, and advertising, Pete brings a distinctive perspective and a versatile toolkit to tackling complex system challenges, delivering better outcomes for the people who need them most.
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