PIA2308 - Working with Clients in Public Service

Offering Academic Unit
Department of Public and International Affairs
Credit Units
Course Duration
One Semester
Equivalent Course(s)
Course Offering Term*:
Semester A 2023/24

* The offering term is subject to change without prior notice
Course Aims

This course aims to introduce students to the key concepts, theories and best practices of service management, with the goal of enabling them to effectively apply service tools to a wide range of public services. Throughout the course, students will develop essential skills for managing service encounters with clients, from developing and implementing service-orientated strategies to measuring service performance. The curriculum will cover current and emerging issues in the management of public service, including delivering value-added service, assessing service quality, the relationship between service expectation and satisfaction, managing productive and counterproductive service behaviour, fostering the participation of service users and handling service failure and recovery in different settings. By the end of this course, students will have a comprehensive understanding of the dynamics of public service management and be well-equipped to apply these concepts in practice.

Assessment (Indicative only, please check the detailed course information)

Continuous Assessment: 70%
Examination: 30%
Examination Duration: 2 hours
If a course has both coursework and examination components, students are required to pass BOTH the coursework assessment AND the examination before they can be awarded an overall passing grade of the course
Detailed Course Information