Mission and objectivesTo provide training consultancy and research services designed to inform public policy, contribute to National development, and promote high standards of competence, and integrity in the public service.
ContextThe Kenya School of Government (KSG) is a government training institution dedicated to enhancing the quality of public service delivery in Kenya through training, research, and consultancy. Its mandate encompasses equipping public servants with the necessary skills, knowledge, and tools to effectively serve citizens while fostering a culture of excellence and professionalism within the public service. In line with a government directive, a comprehensive initiative has been launched to train the entire public service in customer service excellence. KSG and the Huduma Kenya Secretariat, both government institutions, are collaborating to facilitate this training. This initiative aims to enhance the responsiveness and effectiveness of public institutions in meeting the needs and expectations of citizens. By focusing on customer service excellence, the training program seeks to transform public service delivery into a more citizen-centered experience. To create greater awareness of this important training initiative, KSG is organizing a conference to promote best practices and innovations in customer service across the public sector. The conference will serve as a platform for sharing knowledge and experiences among public sector leaders, professionals, and stakeholders, thereby increasing awareness and understanding of the goals and benefits of the customer service excellence training. Additionally, it will provide an opportunity to recognize and award institutions that exemplify outstanding customer service within the public service. We are seeking a volunteer to assist us in crafting a comprehensive concept note that outlines the structure of the conference. This should include strategies for inviting participants and the framework for the awards ceremony, ensuring alignment with the broader goal of enhancing customer service standards across the public sector. Key Objectives of the Conference: 1. Increase awareness of the customer service excellence training initiative among public servants and stakeholders. 2. Promote effective strategies and tools for improving customer service within public institutions. 3. Showcase innovative approaches to customer service excellence. 4. Facilitate networking and collaboration among public sector leaders and stakeholders. 5. Recognize outstanding institutions that have demonstrated exemplary performance in customer service. Through this conference, KSG aims to support the governmentโs initiative, foster a culture of service excellence, and enhance citizen trust and satisfaction with government services.
Task DescriptionThe selected volunteer will be responsible for writing the concept note for the Customer Service Excellence Conference. Key responsibilities include: Developing a detailed outline for the conference, identifying essential session topics, potential speakers, and how to engage participants. 1. Proposing strategies for inviting participants, including local government 2. agencies, community organizations, and private-sector partners. 3. Compiling research and ideas from successful customer service initiatives to enhance the conferenceโs impact. 4. Delivering a first draft by 30th June, 2025 and the final draft by 7th July, 2025. 5. Maintaining regular communication via email or preferred platforms (e.g., Zoom, MS Teams) for updates, clarifications, and suggestions. Conference Activities: The concept note should outline the following key activities for the conference: 1. Keynote Addresses by thought leaders in customer experience and public service. 2. Panel Discussions featuring public sector leaders, CEOs, and customer service professionals. 3. Workshops and Masterclasses focusing on tools, frameworks, and technologies. 4. Exhibitions and Innovation Showcases by institutions and startups. 5. Awards and Recognition for outstanding service institutions. Call for Papers and Research Areas: The volunteer will also assist in the formulation of a call for practitioner papers under the following sub-themes: 1. Public Sector Service Transformation โ Strategies for improving service delivery in government institutions. 2. Digital Innovation in Service Excellence โ The role of technology, AI, and automation in enhancing customer experience. 3. Citizen Engagement and Feedback Mechanisms โ Best practices for integrating citizen feedback into public service improvement. 4. Measuring and Enhancing Public Trust โ Approaches for assessing and improving customer satisfaction in public service. 5. Capacity Building for Service Excellence โ The impact of training, leadership, and professional development in driving service excellence. 6. Ethical Standards and Accountability โ The role of integrity, empathy, and transparency in public service delivery. 7. The Role of the Private Sector in Public Service Excellence โ Public-private partnerships and cross-sector collaborations in service improvement. 8. Policy and Regulatory Frameworks for Service Delivery โ Legal and institutional reforms to support customer service excellence.
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