Improving Public Sector Service Through Analytics
We have plenty of data related to service delivery by government. Citizens are exposed every day to various government services. One concern, though, is how to improve available services and to dig deeper to understand the citizen’s experience. Data are everywhere, and many elected officials and government managers understand they need them. But how can they use them to solve problems and shape service planning and implementation? What is the best way to make decisions based on data analysis? How do you communicate decisions, and the rationale behind them, to employees, citizens and stakeholders?
Service analysis and design, monitoring and evaluation systems are activities of any public sector organization. Citizens are demanding more and more from public organizations, continually raising the bar. Using performance evaluation metrics and analytic tools, a public organization can design solid service monitoring and evaluation systems.
Overall, participants will gain a better understanding of the strategic importance of data in evaluating program delivery by government and will learn how to efficiently apply analytic techniques in their daily work.
- Service evaluation system analysis and design cycle
- Developing the measurement process
- Using analytical tools to maintain and control the system
- Statistical and data/text mining support
- Managers and professionals in charge of improving public sector service planning, development and control processes.
- Professionals working in systems analysis, permanent improvement and quality assurance.
Eduardo Rodriguez PhD, MBA, MSc, has extensive experience working internationally with private and public organizations in the fields of analytics, knowledge and risk management. He has developed academic programs and organizational solutions in analytics to address problems in various types of organizations and economic sectors. He is principal at IQAnalytics Inc., a research centre and consulting firm in Ottawa; an analytics adjunct professor at the Telfer School of Management at the University of Ottawa; a corporate faculty member of the MSc in analytics program at Harrisburg University of Science and Technology, Pennsylvania, U.S.A.; and a senior associate-faculty at the Centre for Dynamic Leadership Models in Global Business at The Leadership Alliance Inc., Toronto, Canada. Eduardo has been a visiting scholar at Chongqing University, China, and a strategic risk instructor at the SAS Institute, Cary, North Carolina. He is chair of the Analytics Think Tank in Ottawa, and creator/leader of the collaborative program for development of analytics at the Latin American Council of Management Schools (CLADEA).
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