Donegal Isd Tony Kieran


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Donegal Isd Tony Kieran

  1. 1. Donegal Integrated Service Delivery Project Developing and Delivering Customer Centred Public Services Tony Kieran 27 November 2008 th _____________________________________________________________________
  2. 2. Introduction • Vision - what we set out to achieve • Background - to Donegal Developments • Testing a new structure and service delivery model • What has been achieved/where we’ve got to • Success factors • Conclusions Donegal Integrated Service Delivery -2-
  3. 3. Vision - what we set out to achieve To deliver a seamless, quality public service to customers and communities in Donegal through a choice of access channels Implying: • The localisation of service delivery & decision making • The provision of a single access point to services • The development of new service delivery channels • A streamlining of public services Donegal Integrated Service Delivery -3-
  4. 4. Background to Donegal Developments • 1996 - County Council decision to decentralise • 1996 - Internal project development team formed • 1998 - Inter agency team formed • July 2001 - ISD project formalised with Project Board formed & Project Manager recruited • Positioning the work in a national context • SMI, Delivering Better Government, Better Local Govt., Information Society, Quality Customer Service, Integration of Local Government, etc. Donegal Integrated Service Delivery -4-
  5. 5. Partners CMOD Dept. Taoiseach Donegal Integrated Service Delivery -5-
  6. 6. New service delivery models • Decentralised services, accompanied by devolved decision making • Developing a single access point to services (grouping as many services as possible in one Public Service Centre) • Developing new service delivery channels (phone, internet, etc.) • Streamlining of services (duplication, means tests, etc.) • “Rearrangement of information and service delivery around user needs, and available through a single point of contact with government” New Connections , March2002 Donegal Integrated Service Delivery -6-
  7. 7. Development of new models of public service delivery • Building the provision of services around the needs of the customer • Developing a shared cross-agency view of the customer through shared information • Achieving greater efficiency and effectiveness through the streamlining of business processes and elimination of overlap / duplication • Providing the customer with a choice of access channels Donegal Integrated Service Delivery -7-
  8. 8. Development of new models of public service delivery • Building the provision of services around the needs of the customer • Developing a shared cross-agency view of the customer through shared information • Achieving greater efficiency and effectiveness through the streamlining of business processes and elimination of overlap / duplication • Providing the customer with a choice of access channels Building towards the overall ISD project vision: “To deliver a seamless, quality public service to customers and communities in Donegal through a choice of access channels” Donegal Integrated Service Delivery -8-
  9. 9. Work Programmes • Building the Public Service Infrastructure • Researching service delivery (channels & service organisation) • Integrated Services - Best practice guidelines for the deployment of services nationally through the Public Service Broker will be developed building on: • A pilot project that is underway in Donegal to identify and resolve issues around integrated service delivery and to pilot a suitable range of services for delivery by Reach. (New Connections, March 2002, P.18) • Developments within Donegal Co. Co New structure & work arrangements Donegal Integrated Service Delivery -9-
  10. 10. Council Decentralisation Programme • A Systematic approach to organisational design • Clarity about nature of work • Clarity on roles, responsibilities and working relationships • Delegation of formal authority to appropriate level • Organising around the Electoral area Donegal Integrated Service Delivery - 10 -
  11. 11. Organisational structures and work levels Work Levels Duties & responsibilities 4 County  Role of Council in wider public service context Manager  Outward focus  Impact of new legislation 3 Director  Local implications of national policy  Focus on resources, policy etc. - What we do  Introduction of new processes / systems, 2 Divisional  Creation of annual work programmes Manager  Focus on process and system - How we do the work 1  Assignment of tasks from work programmes Area  Focus on the individual case Manager - Doing the work Donegal Integrated Service Delivery - 11 -
  12. 12. Update on Public Service Centre programme Opened Opened 16th 10th June Sept 2002 2002 Opened 11th Nov 2002 Opened 20th Jan 2003 Opened 19th April 2004 Donegal Integrated Service Delivery - 12 -
  13. 13. The Public Service Centre Concept Local democracy Service delivery New Public Service  Independent Centres providing a Information Units single point of access to public Delivery of Council services: services Walk-in  phone &  Delivery of services assisted channels  by other Agencies A gateway to other Local needs and priorities Agencies  Building services around the customer Focus on quality of service  Sharing of resources  Sharing info with customer consent  Advice and Advocacy Donegal Integrated Service Delivery - 13 -
  14. 14. Building the Public Service Centre Infrastructure • Five Public Service Centres open and serving their local communities • Independent Information and advice units front each Public Service Centre • First point of contact to services developed using the Information Units and the Public Service Centres • Donegal County Council has localised service delivery to Electoral Area level and is testing a new organisational structure Donegal Integrated Service Delivery - 14 -
  15. 15. Building Inter Agency collaboration • Agencies relocated & delivering services from the Public Service Centres (i.e. Community Welfare Officer’s, Social Welfare Inspector’s, Revenue Collectors, Placement Officers operating through PSCs) • Co-ordination of service provision to common customers (referrals, appointments, etc.) • Meeting rooms and consultation facilities available for use by Agencies and community groups • Infrastructure in place to support further initiatives and innovation Donegal Integrated Service Delivery - 15 -
  16. 16. Research completed to date • Study completed on 3 key service areas (Unemployment, Medical cards & Housing) • Study completed on Means testing • Study completed into potential of Contact Centre in delivering services • Reports completed for Reach Agency to inform development of Public Service Broker • Review of Social Housing and Rent Supplement schemes (leading to introduction of Rental Accommodation Scheme in July 2004) • Evaluation of Donegal ISD Project (2005) Donegal Integrated Service Delivery - 16 -
  17. 17. Findings from Research • Current Deficiencies (based on study of key services) • Data: 50 files analysed across 3 Agencies/services (29 common) • Only 1 customers data matched across all 3 services • Remainder held inaccurate data, incomplete records, obsolete and contradictory data about the same customer • Systems: not capable of interacting with each other • Manual data matching proved very time consuming • People: Duplication of effort - 90% service cross over with 100% duplication of effort • Customer preferences (based on Contact centre study) • 70% would prefer to transact public service business by phone • 82% willing to have data shared between Agencies when accessing services Donegal Integrated Service Delivery - 17 -
  18. 18. Public Service Centre - Customer Experience • Customer consultations (136 customers in Sept05) have recorded: • Improved access to services through PSCs (87%), with reduced queueing times and face to face service cited as positives • Improvements to quality of service delivered (75%) • Very high overall satisfaction ratings (95%) Reasons stated for satisfaction include efficient service and professional and helpful staff • Experience on use of services • 57% had used other services apart from the primary purpose of their visit to the Public Service Centre • Evidence of customers using Independent Information Unit before accessing services and then returning to Information Unit to check or report the outcome (Source - Fitzpatrick Associates, 2005) Donegal Integrated Service Delivery - 18 -
  19. 19. Consultation over the period • Prior to commencing project • Study on Donegal County Council services conducted by IPA • Engineers working group on service organisation within council • National developments – DBG/BLG • During project • Customer surveys – channels, walk in service, etc. • Citizens information as first point of contact for customer • Project board with representation from Comhairle (now CIC) representing customer viewpoint • Ongoing feedback mechanisms • Citizens information as first point of contact for customer • Elected representatives acting as customer advocates • Complaints & appeals procedures Donegal Integrated Service Delivery - 19 -
  20. 20. Issues Critical for Success • Clear strategic leadership Well planned and soundly based structural re- organisation Corporate commitment (conclusions from “E-Government and Organisation Development”, CPMR Discussion Paper 28, IPA, 2004 ) • Interagency collaboration • Funding & resourcing • Co-ordination at the Centre across Agency boundaries - setting out the supporting national framework mandating Agencies to collaborate in service provision and delivery and enabling them to take an active role in co-ordinating the process. Donegal Integrated Service Delivery - 20 -
  21. 21. Conclusions 1 -Public Service Centre development Co-location Agencies co-locating staff to deliver timeline services to customers. Information Units fronting Centre’s Agencies working together to co- ordinate the delivery of services to Now Co-ordination common customers. Cross referral and information sharing with customer consent Services fully integrated and delivered around the needs of the Future Integration customer state New integrated delivery entities and channels Donegal Integrated Service Delivery - 21 -
  22. 22. Conclusions - 2  Project moving through phases:  Co-location of staff and services in Public Service Centres  Better co-ordination of services and service delivery  Integration of services around customer needs (life events)  Retaining the focus on the customer and the needs of the customer  Making it easier for the customer to access services (life events)  Working together to ensure customers needs are met  Finally, the challenge of sustaining the effort over time! Donegal Integrated Service Delivery - 22 -
  23. 23.  Thank You  Questions and Answers Donegal Integrated Service Delivery - 23 -
  24. 24. More Information & Useful References • Donegal ISD Project • > Major Projects > Donegal Integrated Service Delivery Project • Virpi Timonen, Orla O'Donnell, and Peter C. Humphreys: E- Government and the Decentralisation of Service Delivery, CPMR Discussion Paper 25, IPA, Dublin, 2003 • Orla O'Donnell and Richard Boyle: E-Government and Organisation Development, CPMR Discussion Paper 28, IPA, Dublin, 2004 • Murray Scott, William Golden and Martin Hughes: The Implementation of Citizen-centred e-government: A Stakeholder Viewpoint, CISC Working Paper No. 10, Feb 2004 • Fitzpatrick Associates, Donegal ISD Project Evaluation, January 2006 • Academic Reports & Articles • “Leadership in Customer Service: New Expectations, New Experiences” Accenture Report - June 2005 (The Government Executive Series) • “The Developmental Welfare State” - National Economic and Social Council, May 2005 • Dr. Joe McDonagh , Modernising Service Delivery: A Blueprint for Development and Change , Report for Irish Government, November 2004 • Kieran, Tony & Dr. Joe McDonagh, “Electronic Government and Public Service Modernisation: Connected Thinking and Disjointed Action?” Administration P103 - 113. Vol. 53. No.3. 2005. Donegal Integrated Service Delivery - 24 -
  25. 25. Contact Details Tony Kieran Principal Officer, Department of Social & Family Affairs College Road, Sligo. Rep. of Ireland E-mail: Phone: +353 71 9148499 Mobile +353 87 2373112 Donegal Integrated Service Delivery - 25 -
  26. 26. Group discussion 1  Place yourselves in a central Government role with responsibility for quality customer service and consider the following:  What benefits, if any, do you see emerging from the Donegal ISD Project?  What impact can this type of initiative have on customer service?  What support framework should be put in place if we are to consider scaling the Donegal ISD approach to national level? Donegal Integrated Service Delivery - 26 -
  27. 27. Group discussion 2  You are now in a management role with responsibility for local service delivery to customers. Consider the following:  How can the Donegal experience assist you in delivering services?  What difference, if any, would this type of approach make to the service delivered to your customers?  What barriers/challenges would you expect to encounter in implementing a similar approach, and how might you overcome them? Donegal Integrated Service Delivery - 27 -
  28. 28. Group discussion 3  Review your own views on customer service:  Does what you hear about the ‘Donegal project’ change your thinking in any way? If so, how?  What do you now consider to be the most important consideration when delivering service to your customers?  How would you find out what customers want from your service (effective consultation)? Donegal Integrated Service Delivery - 28 -