Emerging TechnologiesDigital Government and Public Service Delivery
Government digitisation frequently produces an online version of a process that was already difficult, adding a portal on top of the queue rather than removing it. This course covers doing it properly. Delegates work through service design starting from the citizen's journey rather than the department's structure, the identity and payment building blocks that most services depend on, and interoperability between systems that were never built to speak to each other. Legal and procedural change is treated as part of the work, since a rule requiring a physical signature defeats any portal. Inclusion is addressed directly: people without smartphones, connectivity or literacy. The course closes on procurement, capability and the reasons digitisation projects fail.
Course objectives
- Design a service from the citizen's journey rather than the org chart
- Use identity and payment building blocks across services
- Achieve interoperability between systems not built to connect
- Change the legal and procedural rules that defeat a digital service
- Design for people without smartphones, connectivity or literacy
- Procure digital services and build internal capability
- Recognise the failure patterns in government digitisation
Who should attend
- Government digital and service delivery staff
- Public sector IT and project managers
- Policy officers reforming administrative processes
- Development agency staff supporting digitisation
- Suppliers delivering public sector systems
Course outline
- 01A portal on top of the queue
- 02Service design from the citizen journey
- 03Identity and payment building blocks
- 04Interoperability and data exchange
- 05Legal and procedural change
- 06Inclusion and assisted channels
- 07Procurement and internal capability
- 08Why digitisation projects fail
Scheduled sessions
| Dates | Venue | Format | Price | Register |
|---|---|---|---|---|
| 2 to 4 November 2026 | Online | Online | R6,500 per delegate | Register Now |
| 23 to 25 November 2026 | Maseru, Lesotho | Classroom | R14,950 per delegate | Register Now |
| 14 to 16 December 2026 | Nairobi, Kenya | Classroom | USD 995 per delegate | Register Now |
| 28 to 30 December 2026 | Kampala, Uganda | Classroom | USD 995 per delegate | Register Now |
| 4 to 6 January 2027 | Durban, South Africa | Classroom | R14,950 per delegate | Register Now |
| 24 to 26 March 2027 | Accra, Ghana | Classroom | USD 995 per delegate | Register Now |