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International Training Workshop on Design and Implementation of Service Delivery Surveys


We are delighted to invite you and your team to join other participants from public service institutions from Kenya and abroad for a two weeks training workshop on the Design and Implementation of Service Delivery Surveys. 

The workshop participants will gain information that will be used not only in performance management initiatives, but also in the formulation of strategic plans. They will also have the opportunity to network with participants from similar institutions from across Africa and share experiences. The results of these surveys will also help form the basis for crafting an appropriate client service charter.

Some of the popular service delivery surveys conducted by public institutions in the region include; Citizen Satisfaction Surveys, Service Delivery Indicator Surveys, Facility Assessment Surveys, Public Expenditure Tracking Surveys(PETS),Police Service Satisfaction Surveys, Needs Analysis Survey, Customer Satisfaction Surveys, Employees Satisfaction Surveys, Work Environment Evaluation Surveys, Onboarding Surveys, Beneficiaries Satisfaction Surveys,360 Degree Feedback Surveys, Employee Net Promoter Score (ENPS) Surveys and Corruption Perception Surveys.


2 Weeks


At the end of the course participants will be able to:

  • Explain the role of surveys in measuring efficiency in client service delivery.
  • Design and conduct service delivery surveys.
  • Apply results of service delivery surveys in formulating service quality improvements.
  • Share country experience in carrying out service delivery.


Economists/Statisticians, County Directors/Assistant directors monitoring and evaluation, County Steering Committee Members (CSC), County Finance Director, County Revenue Clerks, Director, Quality Assurance, Chief Officer Economic and Planning, Budget Officers, Senior Record Officers and other staff members from Economic and planning departments.


The following will be covered during the training:

  • Service delivery indicators.
  • Steps involved in designing and planning surveys.
  • Aims of service delivery surveys.
  • Conducting a service delivery.
  • Analyzing and interpreting data for service delivery survey.
  • Setting service quality standards.
  • Measuring customer satisfaction.
  • Writing service delivery survey report.
  • Implementing improvements in service delivery.
  • Monitoring and evaluating the quality of services in the public sector.


The participants are required to have a good command of the English language and reasonable computing skills.


The instructor led trainings are delivered using a blended learning approach and comprises of presentations, guided sessions of practical exercise, web based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields.

All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.


Upon successful completion of this training, participants will be issued with an Indepth Research Services (IRES) certificate.


The training will be held at the IRES Training Centre in in Kigali, Rwanda . The course fee covers the course tuition, training materials, two break refreshments, lunch, and study visits.

All participants will additionally cater for their, travel expenses, visa application, insurance, and other personal expenses.


Accommodation is arranged upon request. For reservations contact the Training Officer.

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Mob: +250 789 621 067 

Tel: 020 211 3814


Payment should be transferred to IRES account through bank on or before Monday, 9th September 2019.

Send proof of payment to This email address is being protected from spambots. You need JavaScript enabled to view it.


Payment for the all courses includes a registration fee, which is non-refundable, and equals 15% of the total sum of the course fee.

1.     Participants may cancel attendance 14 days or more prior to the training commencement date.

2.     No refunds will be made 14 days or less to the training commencement date. However, participants who are unable to attend may opt to attend a similar training at a later date, or send a substitute participant provided the participation criteria have been met.

Please Note: The program content shown here is for guidance purposes only. Our continuous course improvement process may lead to changes in topics and course structure.

Event Properties

Event Duration 10 Days
Event Date 16-09-2019
Event End Date 27-09-2019
Cut off date 09-09-2019
Individual Price(rwanda franc) R₣ 1,112,000
Individual Price (International) EUR 1,771
Individual Price(International in Dollars) USD 1,999
Location Kigali,Rwanda
We are no longer accepting registration for this event
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+250 789 621 067
[email protected]
Kamukina KG 501 Gate
Kigali, Rwanda

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