Public trust in a government institution is rarely won through a single announcement — it is built, department by department, through the efficiency, transparency and quality of the services citizens actually experience. As government work evolves at a faster pace than ever, the leaders who keep that trust are the ones who combine strong institutional performance with a genuine culture of innovation.

This Training Course from the Arab British Fellowship Training Academy develops the leadership thinking and administrative skills public-sector leaders need to apply global excellence standards, manage performance, and drive digital transformation, so their institutions deliver services the community can rely on.

Knowledge and Benefits:

• Understand and apply the principles of leadership and institutional excellence in the public sector.
• Develop leadership and administrative competencies that drive high-level government performance.
• Implement performance management systems and key performance indicators to enhance operational efficiency.
• Foster a culture of innovation and lead digital transformation within government agencies.
• Improve public service quality and strengthen stakeholder satisfaction.

Who Should Attend?

• Senior officials and directors in ministries and government institutions.
• Executive leaders in public-sector organizations.
• Quality and institutional excellence officers.
• Department heads and managers.
• Ambitious professionals seeking to elevate their leadership and administrative capabilities.

Module 1: Redefining Government Leadership for the Modern Citizen

• Defining leadership in the context of public administration and its traits in a successful government leader
• Differences between traditional and excellence-driven management
• The role of institutional excellence in building public trust

Module 2: Global Excellence Frameworks Applied Locally

• Introduction to the EFQM Excellence Model
• Applying excellence standards within local government contexts
• Learning from pioneering public-sector case studies

Module 3: From Strategy to Execution — Vision, KPIs and Performance

• Crafting a clear vision, measurable goals and engaging employees in excellence initiatives
• Key performance indicators and designing systems to collect, analyze and report on performance
• Linking individual performance to institutional goals and reducing administrative waste

Module 4: Leading Change — Leadership Styles and Performance Culture

• Transformational and situational leadership, delegation and trust-building
• Time management, stress control and strategic decision-making
• Motivating results-based performance, conducting reviews, and promoting continuous improvement

Module 5: Innovation and Digital Transformation in Public Service

• Building a culture of innovation and encouraging creativity among employees
• Technology as a tool for excellence and integrating digital solutions into service delivery
• Challenges of digital transformation, and future trends such as AI and smart government

Module 6: Sustaining Service Quality and Governmental Excellence

• Principles of total quality management and designing services around citizen needs
• Tools for measuring stakeholder satisfaction and using results for continuous improvement
• Ensuring the long-term success of excellence initiatives and managing change effectively