Angela is a service designer in the Service rePublic team. She has a Science background and worked in environmental consultancy for a number of years prior to joining Cork County Council in 2006. These years provided valuable experience of working with a range of stakeholders across various service areas.
She became interested in customer service improvement while working on a number of service review and process improvement projects during her time working in the ICT department in the Council. Angela has enjoyed designing various services in collaboration with the roads, planning and environment departments in the Council and enjoys the challenge of making services better for all. Angela has recently completed a Certificate in Designing Innovative Services in Cork Institute of Technology (CIT).
Title: Digital Transformation in Cork County Council
Synopsis: Cork County Council launched a new online customer portal yourcouncil.ie in 2017 which is a one stop shop for all online services available from the Council. Customers can use this portal to access over 100 online services from applying for a grant, paying for a dog licence to reporting a roads issue. This presentation will outline how the Council went about setting up this online channel as part of their customer service transformation initiative.
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.
