PSE 103 – Citizen-Centric Service Delivery

School A: Foundation School – Public Service Essentials (PSE) · Module 3 of 5 · Foundation Certificate · For all officers; mandatory for new entrants and refresher cohorts (GL 01–10) · Duration: 18 minutes of video (10 video lessons) plus a quiz. This module turns outward to the citizen every officer serves, showing how to design and deliver services around citizens' needs rather than institutional convenience. What you will be able to do: Apply service standards that improve citizen experience and inclusion. What the course covers: Customer service in government; complaint resolution; inclusion and accessibility; service charters; service standards. How you will be assessed: Service improvement mini-plan; role-play or simulation.