I have over 25 year experience working in the hospitality industry, motor industry, financial services sector. I have spent 20 years in the public service working with Cork County Council in clerical and administrative roles for 2 years and followed that up with 17 years in ICT. My initial role in ICT was as technical support for business systems users for two years. I spent the next 10 years as a business systems analyst & developer, providing design & implementation services & consultancy to Cork County Council’s many customer departments & managers. My last 5 years in ICT included project management, vendor & contract liaison & management.
I was selected by our Divisional manager to be a member of the ‘Service rePublic’ which is Ireland’s first public services Service Design team that has been set up as a joint initiative between Cork County Council and Cork Institute of Technology. The main focus of Service rePublic and my focus as part of the team is to promote Service Design methodologies, educational opportunities and also transform the design and delivery of better customer services to the people of Cork.
Title: Using Service Design to transform Cork County Council online services
Synopsis: The Service rePublic team in Cork County Council are using service design to make Council services easier to use for staff and customers. This presentation will describe what service design is all about and how it is being used to help transform online services provided by the Council. It will show how this approach focuses on the needs of staff and customers leading to improved data quality, service efficiency and reporting outputs.
