Users Training Guide

Welcome, trainers.

This guide is designed to equip you to develop the skills of users, who represent the broader base of public sector employees involved in Kenya's digital transformation. Users include archivists, librarians, public communication officers and information officers. These individuals play a critical role in adopting and applying digital tools and methods that enable effective public service delivery. This guide provides insights, methodologies, and practical tools to enhance the digital literacy and capabilities of this group.

This guide is organised into 4 parts:

Part 1: Programme context
Part 2: User insights (Needs Analysis Report: Regional Centre of Competence for Digital and Artificial Intelligence Skilling)
Part 3: Training preparation
Part 4: Facilitation and preparation guide (Downloadable Training Agenda)

Part 1: Programme context

Users are essential to ensuring the effective adoption and operationalisation of Kenya's digital transformation initiatives. As trainers, your role is facilitating sessions that help users grow their proficiency in digital literacy, effective use of government-specific tools and digital service delivery. The aim is to enhance their foundational digital skills, enabling them to effectively use and contribute to the broader digital ecosystem in government services.

This guide contains all the relevant information you will need, beginning with the overarching objectives of the programme:

Training programme objectives

Develop basic to intermediate proficiency in essential digital tools and technologies for public sector Users.
Support the use of digital tools to improve communication, efficiency and digital service delivery in the public sector.
Foster an understanding of emerging technologies and the role they play in transforming public service operations.

Key skills to be developed for users

Basic Digital Literacy: Competence in essential software tools like word processing, spreadsheets and presentations.
Digital Collaboration and Communication: Use online tools to support effective teamwork and communication.
Cybersecurity Awareness: Understanding best practices for maintaining security while using government systems.
Digital Service Delivery: Competence in using government-specific platforms for delivering services to citizens.

Part 2: User Insights

Users have foundational digital literacy but need to strengthen their skills in using more advanced tools and understanding emerging technologies. Training should focus on building confidence in using digital platforms, improving service delivery skills and adopting a more citizen-centred approach in their day-to-day work.

Download and read the Needs Analysis Report: Regional Centre of Competence for Digital and Artificial Intelligence Skilling before you continue to Part 3.

Part 3: Training preparation

This section provides a comprehensive roadmap for immersing yourself in the training material, equipping you with the knowledge and confidence to lead engaging sessions for users.

These are the preparation steps:

1. Engage with the resources

Dedicate time to review the curated courses, articles and videos at each skill level.
Familiarise yourself with the structure of the learner journey to understand the types of resources learners will engage with.

2. Prepare for content questions

Participants may have questions about the practical usage of tools in their daily work. This section outlines likely questions for each topic, practical preparation steps, and example answers relevant to Kenya's public sector environment.

Open the expandable box below to reveal anticipated participant questions, preparation guidance and example answers for each key skill.

Data Use and Governance

Possible Question:

Spreadsheet Use: "How can I use Excel to improve my data management tasks?"
Preparation: Review common Excel functions and prepare examples relevant to public services, such as data sorting and simple analysis.
Example answer: “Excel can be used to manage records by sorting and filtering data efficiently. For example, you can use formulas to calculate totals automatically, helping you keep track of inventory or staff hours." Consider examples from your own experience where multi-stakeholder collaboration was critical.

Possible Question:

Safe Online Practices: "What are the basic things I should do to protect my information online?"
Preparation: Study key elements of cybersecurity, such as password management and recognising phishing attempts.
Example Answer: "Always create strong, unique passwords for each system, avoid clicking on suspicious links, and use two-factor authentication when available to secure your accounts."

Possible Question:

Government Platforms: How can I effectively use our digital platforms to serve citizens better?
Preparation: Review government platforms such as citizen service portals and provide examples of efficient service workflows.
Example Answer: “Using the citizen service portal allows you to provide faster responses to common requests. For instance, you can track requests in real-time and ensure prompt follow-up, reducing delays and improving citizen satisfaction.

Facilitation tips:

Number of sessions: We recommend running one session for users
Duration: 2 hours (can be adjusted based on participant needs)

Checklist for trainers:

Understand the learner's current skill levels and desired outcomes by reading the Report by UNDP in collaboration with Oxford Insights.
Recognise learner's challenges, such as limited resources, legacy systems and political dynamics.
Review the provided questions, preparation notes and example answers in Part 3 of this guide before the session.
Ensure tools (e.g. slides, videos, or activity templates) are ready to use.
Practice delivering case study instructions and hands-on demonstrations.
Be prepared to adapt discussions based on participants’ needs or experiences.

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Users Training Guide

Part 1: Programme context

Part 2: User Insights

Part 3: Training preparation

1. Engage with the resources

2. Prepare for content questions

Part 4: Facilitation and Preparation Guide