Public Sector Operations Management

Course Code: PSO-401

Pillar: Operations, Process & Performance Management

Course Overview: Public services rely on coordinated people, processes, resources, systems, information, and service channels. Strong operations management connects these elements so daily work remains reliable, efficient, accountable, and aligned with citizen needs and institutional priorities.

Learners build practical awareness of planning, prioritisation, ownership, workflow coordination, monitoring, continuity, and improvement, enabling them to identify operational gaps and contribute to stronger service performance.

Learning Outcomes:

• Explain the role of operations management in public sector performance.
• Understand how government services are organized, coordinated, delivered, and monitored.
• Identify key operational components, including people, processes, resources, systems, and service channels.
• Recognize common operational challenges such as delays, bottlenecks, handover issues, duplication, and unclear responsibilities.
• Apply basic operational planning and coordination practices.
• Support service continuity, reliability, and operational accountability.
• Use operational information to identify service improvement opportunities.
• Develop a practical public sector operations improvement plan.

Target Audience: Public servants working in operations, administration, service delivery, citizen service, supervision, process ownership, coordination, planning, performance, quality, or reporting.

Course-specific Learning Experience: Learners engage through focused video overviews, audio deep dives, study guides, practical examples, reflection prompts, workbook activities, applied tasks, discussion activities, knowledge checks, and end-of-module quizzes. Activities support operations mapping, priority and ownership decisions, workflow coordination, continuity thinking, performance review, and operational improvement planning.

Course Structure: 5 modules / 20 lessons.

Special Feature: Every module concludes with a Putting It All Together audio deep dive that connects the key lessons and supports reflection and practical application.

Pathway Focus: Understand operations. Coordinate delivery. Improve reliability.