This course is tailored for senior public servants in Jamaica, focusing on enhancing their understanding and management of service delivery systems and processes. It aims to provide them with the skills and knowledge needed to influence government policy, optimize service delivery, ensure efficiency, and improve both internal and external stakeholder satisfaction. Participants will learn how to optimize service delivery through the institutionalization of integrated systems, tools, technologies, and self-service provisions in support of the full implementation of the Service Excellence Policy.