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Clients: PSD Logo Gov tech DA Logo

The Digital Services Management Programme was created specially for Public Service Division (PSD) and GovTech Digital Academy.


Objective

The programme was to enable service delivery teams in Government Agencies to improve services provided to citizens and business users.


Programme

Using the NUS-ISS Active Learning, Problem Solving (ALPS) approach, 10 teams from different government agencies experienced a journey of learning and problem solving using actual workplace projects. Each team went through a mix of classroom training, learning by doing activities and team coaching related to their projects.


Under the guidance of the lecturers, the teams went through problem discovery and human centred research to uncover new opportunities for innovation. Depending on their project, teams also dived into additional data sets from the organisation to complement the qualitative research findings. They also aligned on their product visions and measurable outcomes. Prototypes were created and tested with users.


Throughout the process, teams took ownership of their learning, and leveraged coaching sessions tapping on different lecturers’ expertise. The teams collaborated in and outside class to work on the project, and also had cross team peer to peer learning opportunities.

ALPS
Format
Guided Discovery

Face to-face Workshops

Problem Solving

Personalised Team Coaching

Learning Curve

Project Showcase

Outcome

At the end of the programme, project sponsors and key stakeholders were brought in for a project showcase where the teams share their key learnings and to receive feedback. After the programme, teams were encouraged to continue on the projects with stakeholders’ support.

 

Organisations We Have Worked With

See how our Active Learning for Problem Solving (ALPS) approach has been used for government digital services and for functional teams in the education sector.

Singapore Police Force
Mindef
Central Provident Fund Board
ICA
MOM
Ministry of Law

Learner’s Experience

One of the highlights was learning how to quickly generate ideas through structured ideation techniques. We can now use these ideation techniques to brainstorm and refine features that directly address CPF members’ needs. It shifted our mindset from adding website features we thought were useful to delivering what truly matters most to our users.

-Kai Qi, Manager of Digital Services. CPFB

Learner’s Experience

“It’s really about connecting with the ground. Understand that this is a problem, this is what people are facing. Let’s break it down methodologically…”

Learner’s Experience

“The trainers were able to articulate concepts in very layman manner that I can remember and understand. Course content was practical not theoretical!

I can take away what I learnt into my scope of work. They were able to share good feedback about the ideas generated in class; what we can find out more; what may be some gaps that we should note...”

Learner’s Experience

“My biggest takeaway is learning from other agencies. It’s not just about learning their initiative, but also the thoughts they share.”

Learner’s Experience

Improving Service Experiences for Citizens

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