Design Thinking For The Public Service    


Eliza Quek

“Great delivery by Eliza who is both very experienced and very engaging”


Senior Consultant  x  SingHealth

“Eliza is one the best facilitators I have met in Singapore.”    

Manager  National Library Board


“Succinct & well executed with a very practical application approach”

Manager   x   Singapore Tourism Board

22 & 23 April, 2021

Hilton Orchard

What is Design Thinking?

Design thinking is an intuitive, natural, and disciplined method of generating and advancing innovative solutions for Public Officers using empathy, creative, and critical thinking toward creative problem solving & stakeholder engagement..

How is Design Thinking Essential To Singapore’s Public Service?

Singapore’s public service is rapidly evolving from being organised around issues and boundaries, to a future where ministries & agencies are organised around citizens’ challenges & how they may experience them. The way public officers present solutions and access to services in a way that makes sense from a citizen’s point of view to generate a positive experience, buy-in & engagement.

How Design Thinking Is An Essential Up-Skill For You Toward Public Sector Transformation?

As Public Sector Transformation (PST) gathers pace, The Public Service Division has made training an agile, entrepreneurial public service workforce an express goal in its broader transformation agenda.

Public officers will familiarize themselves with the core beliefs fundamental to design thinking by tapping into Whole Brain thinking (right brain – strategic, creative, intuitive; visual, visionary, imaginative AND neuroscience – understanding how feelings and emotions drive behaviour and decisions) to inspire and influence stakeholders and ensure successful execution of projects.

Public officers will also see in new light, ill-defined or indeterminate problems with a solution-oriented attitude, transforming ideas into new solutions.


In 2 Days, You Will;

  1. Learn how to identify the problems that motivates solution-finding
  2. Learn how to generate new ideas & see opportunities from existing problems
  3. Enable a creative idea to move from the drawing board to the public space
  4. Eliminate the risks of duplicated efforts, inconsistencies or overlaps
  5. Minimize unintended consequences and make more legitimized and effective decisions
  6. Learn how to frame your problems correctly from the start
  7. Attain stronger reality-checks at earlier stages;
  8. Break down organizational and procedural silos to enhance “whole of government “driven efforts
  9. Attain improved inter-agency synergies and better addressed trade-offs;
  10. Develop a people-centred perspective and better-targeted solutions;
  11. Reduced the risks of unintended consequences
  12. Deliver more complete and resilient solutions.


In 2 Days, Expect To Learn How to

  • Differentiate creativity from innovation
  • Enhance creative leadership, intrapreneurial / entrepreneurial skills
  • Identify opportunities to resolve real-life challenges
  • Undertake iterative creative problem solving
  • Hone critical thinking and lateral thinking skills
  • Discover the power of diversity and collaboration for innovation

Workshop Design

Pre-workshop reading assignment. Participants identify an opportunity to explore a ‘wicked problem’ that they are accountable for resolving


Day 1 Training Agenda

Day 1


  • Introduction and overview
  • Creativity and Innovation
  • Design thinking framework
  • Define (What, Why; Root Cause)
  • Biases, beliefs and assumptions



  • Discover – Customer Empathy
  • Focus groups
  • Personas
  • Empathy mapping



Day 2 Training Agenda

Day 2


  • Welcome back and review
  • Discover -5E journey
  • Design Principles
  • Develop – Ideation of Features & benefits


  • Screening
  • Design (prototype and pilots)
  • Deliver (impactful communications)
  • Strategic execution

Your Engagement Facilitator

Eliza Quek

Eliza Quek

Eliza brings with her a wealth of Transformational Leadership experience in both private (MNCs, SMEs) and the public sector (Public Service Reform to enable Malta to enter the European Union; evolving People Cantered Management culture in Singapore’s Vocational Industrial Training Board; strategic thinking and diversity management, Myanmar government; enabling Ethiopian Airlines to compete effectively within Africa).

As internal consultant to Esso Singapore, Exxon Chemicals and Esso Eastern Inc., she helped teams to resolve conflicts and align performances to ensure seamless and synergistic operations. In Singapore Press Holdings, she established a competency based Performance Management, Talent Development and Succession Planning system.

Her work in Healthcare (Abbvie, Alcon, Amgen, C-Suite Fortis Healthcare, GSK, Integrated Health Information Systems; Johnson Matthey, Novartis, Roche Group and Roche Diagnostics, Sanofi-Aventis, Singhealth, Singapore Polyclinics) involved facilitating articulation of Leadership Brand, enhancing executive presence, connecting with impact (AT Kearney) and agility to thrive in a VUCA and digitalized world, building storytelling and internal consulting skills; ethical reasoning, values based decision making and Crisis Prevention. She facilitated Whole brain (critical and creative problem solving and decision making) Design Thinking and Innovation (including Business Innovation models) for Dell, the Land Transport Authority of Singapore, IT Department and the International Trading Institute, Singapore Management University

Eliza is on the Barclays Global Faculty and clients in the financial industry include Allianz Asia Pacific, Allianz Indonesia, American Express, Asian Development Bank (includes Virtual Coaching); Astana International Financial Centre (Developing agile and collaborative teams) , Axis Bank, India; BNP Paribas Malaysia, Chase Manhattan Bank, Commonwealth Bank of Australia (Virtual delivery of Cross cultural skills); DP Information group; DBS; Euler Hermes, HSBC (Developing High Value Business Partnerships); Khazanah, London Stock Exchange, OCBC, Malaysia’s RHB, Standard and Poors, the Singapore Institute of Directors, Thomson Reuters and UOB.. Eliza has coached Managing Directors, enhanced stakeholder management, strategic networking and partnering skills; influencing and negotiations; cultural fluency, change management and communications (advocacy and inquiry skills, asking high impact questions and active listening; ‘pitching to senior decision makers with different risk appetite; conducting difficult conversations); strategic planning and team building and paradox management.

She has enabled clients in RBS and Deutsche Bank to ‘Lead through transitions’ and “Manage Change’, built mentoring partnership among Mentors and Mentees in Ascendas Singbridge, Dell, HSBC, Keppel Corporation and Singhealth Polyclinics.

Eliza is a member of the BP Global Faculty and her experience with different corporate cultures (Amgen, Cairn India; Deutsche Post DHL; Diageo UK; DP Information Group; Dr Wolff, Eka Chemicals/Akzo Nobel; Ericsson; GenPact India; GrowAsia; Honeywell; Hyatt Regency Asia Pacific, Johnson Matthey APAC; Kulicke and Soffa; Lantiq; Nexans, France; Nokia; Oracle, Philips Eindhoven; Powerseraya, PPG Asia Pac, Relx and Remy Cointreau, Siam Cement Group; Singapore Airlines, Twitter, United Engineers; Westin Singapore) enables deep understanding of cross cultural challenges in communications, values and behaviours and decision making. Eliza is used to working with translators in delivering programmes to the Ural Bank of Redevelopment’s Senior Management, Women Leaders in the Institute of Democracy, Slovakia; BP managers in Baku, Azerbaijan; MacDonald’s New Directors in Shanghai; Total Vietnam’s Managers and the Ministry of Education, Myanmar.
She is former Chair, Research and current First Vice President, APAC (Asia Pacific Alliance of Coaches), an ACTA certified Trainer, Assessor and Course Developer for Singapore’s WSQ (Work Skills Qualification) framework, a Fellow of the Higher Education Academy, UK and licensed Instructor for a number of Achieve Forum, Mercer and Korn Ferry programmes, Barrat’s Cultural Transformation Tool, Berlitz TMC’s Cultural Navigator Tool’, DISC, MBTI and the Hogan Assessment tools. She integrates 360 results with psychometric instruments (Change Style Indicator in coaching and enhancing personal effectiveness, team management and leadership skills). Eliza is a former member of the Board of South Central Family Services Centre.

Eliza has successfully delivered webinars and full day workshops for Achieve Forum, Berlitz and the International Trading Institute, SMU and Johnson Matthey China via WebEx, Zoom, Skype for Business, Teams and Adobe Connect. She provides virtual coaching to Senior Management in APMEA using what’s app and skype.

Her M.A. in Manpower Studies from Birkbeck College, University of London provides a sound basis for her part time academic career in Singapore Management University, Nanyang Technological University, the Lee Kuan Yew School of Public Policy / Nazarbayev University, Singapore Institute of Management Global, Manchester Business School, the Universities of Kingston, Portsmouth and Surrey and the Open University where she taught Business Strategy, Ethics and Governance, Management Futures, Entrepreneurship and Enterprise Development, Internationalization of SMEs. Marketing, Sustainable Leadership, Customer centric and service excellence mind-set, Marketing Communications and E-commerce, Creativity, Innovation and Change, Human Resource and Knowledge Management; the Learning Organization and on-line MBA supervision. Her work with Duke CE, Singapore Management University Academy and Executive Education, MPA Academy, University of Queensland, Brisbane enables her to design and deliver customized training including Sun Tzu’s Art of War and Strategic management for their diversity of clients.

|  Registration Form | 

Design Thinking For Public Sector Officers

22 & 23 APRIL

Hilton Orchard

S$1295  |  Early Bird

  • Availablity 70% 70%
  • Booked 30% 30%

2 Days of Expert Tuition 

2 Executive Lunches & 4 Networking Sessions 

Certification & Proprietary Training Materials

Just One Class for 2021

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***Do drop us a note if you need time for approvals - we will gladly hold places for you on a non-obligation basis – Trainee Replacement is always complimentary *** ( Email ) Upon receipt of this completed form via email, we will send you a confirmation of your regi status within 3 working days. Kindly get in touch with us on (65) 6270 3171 to check on your regi status if you do not hear from us after 3 working days. We do billing after course completion and in light of the dynamic situation today, rest assured that you may cancel your registration for this class and at no cost to you or your organization.