The online course on “Visitors Servicing Standards at the Administrative Service Centres” starts on 7 December. The main feature of the course is not only the availability of methodological materials, but also possibility to learn about the experience of practitioners – ASC heads, and hear practical recommendations of a psychologist regarding communication and service delivery to citizens. This online course also serves as working guidelines, evaluation material and a mini-tutorial for beginner employees.

The course will answer the following questions: How to provide the best service at the administrative service centres? How to deal with non-standard or conflict situations while delivering a service? What conditions should be provided for citizens to feel satisfied with the result? How to achieve this?

The online-course is useful and interesting for:

• employees of administrative service centres
• representatives of the state authorities and local self-governments
• citizens concerned about the reform and willing to receive proper services

The main aspects of the course include not only personal standards of high-quality servicing (in terms of communication and behavior of administrators), but also consideration of non-standard situations and analysis of the ASC management quality. The major goal is to form a new practice of communication and interaction with citizens and increase the level of citizens' trust in the actions of the authorities.

Familiarisation with the material will help to ensure comfortable conditions and friendly attitude towards visitors, formation and maintainance of a positive ASC image. The course is recommended to ASC administrators of all levels throughout Ukraine.

The course is based on the like-named textbook elaborated by the Ministry of Economic Development and Trade of Ukraine together with the Administrative Services Reform Office (EDGE) and supported by the USAID LEV Programme.

Registration is available by the link: http://bit.ly/2ATauf1