E-Government Service Design (GPS-014) Training Course

E-Government Service Design

Online government services should be simple, accessible and designed around citizens' needs rather than internal structures. Good service design increases take-up…

5 daysClassroom or online

14Upcoming dates

6Cities

£2,250Fees from

Course overview

Why Attend

Online government services should be simple, accessible and designed around citizens' needs rather than internal structures. Good service design increases take-up, reduces costs and improves satisfaction.

This LLMI course covers user-centred service design for government, user research, journey mapping, simplifying rules and processes, digital service standards, accessibility, testing and iteration, and measuring service performance. Participants redesign a public service.

The course suits public servants involved in digital services.

Course Objectives

Apply user-centred design to public services

Conduct user research with citizens and businesses

Map and simplify service journeys

Apply digital service standards and accessibility

Prototype and test services

Measure and improve digital service performance

Target Audience

Digital service teams in government

Service owners

Policy officials

IT and business analysts

Customer service managers

Designers

Course Methodology

Design workshops

User research practice

Prototyping

Case studies

Group presentations

Course outline

1Day 1: Citizen-Centred Services

Principles of service design
Digital service standards
Examples
Barriers
Exercise: Service audit

2Day 2: User Research

Research methods
Interviews
Personas
Accessibility needs
Inclusion
Workshop: User research

3Day 3: Journeys and Simplification

Journey mapping
Pain points
Simplifying rules
Once-only principle
Integration
Exercise: Journey redesign

4Day 4: Prototype and Test

Prototyping
Usability testing
Iteration
Content design
Case study: Service redesign
Lab: Prototype test

5Day 5: Measuring and Scaling

Service metrics
Feedback
Continuous improvement
Governance
Scaling
Capstone: Service redesign proposal

Frequently asked questions

How long is the E-Government Service Design course?

The course runs over 5 days of classroom training, usually Monday to Friday.

When is the next E-Government Service Design course?

The next public date is 16 - 20 Nov 2026 in Rome. There are 14 upcoming dates in total.

Where is this course held?

Upcoming sessions run in Rome, Kuala Lumpur, Barcelona, Cape Town, Frankfurt, Paris.

Can I take E-Government Service Design online?

Yes. Every date can also be joined live online in a virtual classroom with the trainer, for £1,280 per participant. Choose "Live online" in the dates table when you register.

How much does the course cost?

Fees start from £2,250 per delegate, depending on the city. Fees include tuition and course materials.

Do participants receive a certificate?

Yes. Delegates who complete the course receive a London Leadership Management Innovation certificate of completion.

Can this course be delivered in-house for our team?

Yes. LLMI can tailor and deliver this course privately for your organisation at your premises or in one of our training cities.

Course information last updated 14 November 2026.

E-Government Service Design

Course overview

Course outline

Dates and fees

Frequently asked questions

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