Conducting Service Reviews Course
This service review course will guide you through the essentials needed to design and undertake a review of a program, operation or service using a practical, results-based framework. While the course will have a focus on local government, it will offer all participants knowledge and skills in how to plan, undertake and report on evaluation activities covering review planning, design, research and consultations, and reporting issues.
| Duration | One session (8 hours in total) |
| Dates | Class code: CSR5 Class code: CSR1 (2025) Class code: CSR2 (2025) Class code: CSR3 (2025) |
| Time | 9:00 AM - 5:00 PM |
| Venue | UTS City Campus |
| Cost | $698 (GST free) |
This course will benefit any individual involved in the design, delivery, or use of program or service reviews
This course offers a structured and practical approach to service reviews that aligns with organisational priorities, and stakeholder and community needs and expectations.
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Course content
This service review course is delivered in four, interrelated modules:
Module 1 - Introduction to Service Reviews
- The purpose of service reviews, with consideration of the regulatory requirements plus broader strategic planning and evaluative practice
- Good practice review principles, outcomes and focus areas
- What defines purposeful, quality review processes and outcomes
- Common risks and challenges when undertaking review and evaluation processes
Module 2 - Project Management Approach to Service Reviews
- Service reviews within the context of the policy cycle and other social science research considerations
- Steps and stages in effectively planning, designing, executing and reporting on review outcomes
- Use of practical tools and templates to effectively undertake a review based on case study scenarios.
Module 3 - Service Review Methods and Data Collection
- 101 introduction to qualitative and quantitative review methods
- How to select and implement appropriate review methods to acquire the required evidence base
- Emerging techniques, innovations, fast tracked and cost-effective methodologies relevant to particular review scenarios
- Key considerations when engaging with stakeholders.
Module 4 - Trouble shooting workshop plus tips for writing for impact
- Workshop session to discuss common issues and challenges practitioners are dealing with
- 101 techniques for writing with impact
Learning outcomes
At the completion of this service reviews course participants will have increased knowledge, understanding and skills in:
- How to use a results-based approach to service reviews and what a quality review outcomes looks like
- How to deploy a structured approach to designing, planning, implementing and reporting on service reviews
- Practical tools and techniques for reviewing programs, operations and services, with direct alignment to the purpose and intended outcomes of the review
- How to overcome common issues and challenges when conducting, managing or reporting on reviews
- Embedding evaluative culture within organisations, departments and teams.
Delivery style
This service reviews course will be delivered as an interactive workshop consisting of an instructor-led lecture, interactive discussions, group and individual exercises, plus open question and answer sessions. This training approach allows participants to work through concepts introduced by the presenter in an application-focused teaching environment. Participants will challenge their understanding of the concepts and consider their application once back in their individual workplace.
About the presenter
Edwina Deakin is currently a Senior Manager, Research and Advisory at the UTS Institute for Public Policy and Governance. She is the Project Manager and a lead author of a soon to be released IPPG Guide to Impactful Service Reviews.
Edwina has been involved in commissioning, designing and delivering service reviews and program evaluations for over 25 years -as a NSW government policy director, social policy consultant and now as the lead researcher on multiple service review initiatives on behalf of different state and local government clients.
Edwina has worked with a wide range of organisations - undertaking over 40 major evaluation and review projects.
Edwina holds a Master’s degree in Social Science, Bachelor of Arts Honours degree, Graduate Diploma in Education, and a Certificate IV in Training and Assessment. She is also Graduate of the Australian Institute of Company Directors.
Course prerequisites
This service reviews course has no prerequisites and is open to all members of the public.
Course registration
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Contact us
Need more information? For all course related enquiries, including future dates or in-house training enquiries email us or call +61 (2) 9514 7884.
This short course is presented by the university's Institute for Public Policy and Governance. Learn more about the Institute's advisory and research services, local government postgraduate courses and professional learning and development programs.
