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KNIGHT MOVESS E R V I C E D E S I G N
Welcome to
INTERNET OF THINGS
AI & ROBOTICS
VR & AR
BLOCKCHAIN
EDUCATION
Already the 7th edition!
HUMAN-CENTRED ORGANISATIONS
We often hear that robots are taking over our jobs…
We see an opportunity to create more meaningful jobs
focused on skills that are unique to humans
EMPATHY
IMAGINATION & VISIONING
CREATIVITY
CURIOSITY
PROBLEM SOLVING
Skills unique for humans
…
Future jobs characteristics
COLLABORATION
FLEXIBILITY
CREATIVITY
LEARNING ABILITY
VALUE SEARCHING
…
How will we bring this skills transition into our jobs?
Which implications will this have for
employees, employers and organisations?
Welcome
Talks, Food & drinks
18:00
Round Table Session
Debate & podcast recording
The Final Act
Networking
19:30
20:00
20:30
21:00
Eline Ermens
McKinsey Design
Julianne Coughlan
Service rePublic - Cork County Council
JULIANNE COUGHLAN
S E R V I C E R E P U B L I C - C O R K C O U N T Y C O U N C I L
THe Future of work
- Transforming
through people!
Hello!I am Julianne Coughlan
I am a Service Design Manager at Cork County Council, Ireland
You can find me at servicerepublic@corkcoco.ie
2
A bit about
service republic
…...and cork
3
Centre for Service Innovation
URL of CSI | @twitterhandle or name
 
5
Timeline for Service design in Cork County Council
Service design is
an attitude
6
Find out what you want to change - research!
7
~ 70% Staff~ 70% Customers
Customers wanted...
-Better access to services
-Better communication
during the service process
-Online services
8
What is the “culture” of our
organisations that makes
change difficult?
9
Old Services and Hierarchies
10
People are
not the problem…
they are the answer!
11
Design
Services, technology, people don’t exist in isolation.
Service ecosystems are complex.
Remember people and how they interact with each other
are at the heart of these systems. 12
13
Future trends -
learning from other sectors
PWC Global Digital Operations study 2018 -
Digital Champions
Create the conditions
for transformation
to happen
14
What support do people need to change things -
capacity and resources?
Where can obstacles to change be removed -
support at the top?
How can space be made for change to happen -
experiment with new ideas?
15
Don’t knock
digital lipstick!
16
Find your
innovation
trojan horse
17
www.yourcouncil.ie
18
Over 120 online services
More added all the time
81%Self-service online
> 50,000
service requests
19
Discover your
service rebels!
20
james
21
norma
22
Small
is powerful
23
Mark &
Cliff
24
Any change
drives more
25
● People transform - not technology
● Innovation is everywhere
● The trick is to recognise innovation and then
- Nurture it
- Find a way to connect it
- Enable it to be copied or expanded
- Show the impact of what it does
26
“Start with
what’s strong -
not with what’s wrong”
CormAC rUSSELL
27
A - asset
B - Based
C - Community
D - development
Check out Cormac Russell on Ted Talks
28
The future of work will be determined by:
● our ability to transform ourselves to thrive in an
ever changing environment
● to recognise and integrate innovation when it
happens
● to build relationships and empathy as part of how we
work, understanding that sometimes, it’s more
important to enable than deliver
29
THANKS!
Any questions?
You can find me at @servicerepublic & servicerepublic@corkcoco.ie
30
ELINE ERMENS
M C K I N S E Y D E S I G N
Humanizing 

the Future of Work
McKinsey & CompanyMcKinsey & Company
The robots are
already here
Humanizing the future of work !45
McKinsey & CompanyHumanizing the future of work !46McKinsey & Company
McKinsey & CompanyMcKinsey & Company
People are not
engaged at work
Humanizing the future of work !47
Source: Gallup
Europe
Africa
Asia
America
86%
64%
65%
68%
The real problem
McKinsey & CompanyHumanizing the future of work !48
We are wasting
human potential
McKinsey & Company
Source: Gallup
72%
Not engaged at work
25%
Productivity lost
~
McKinsey & CompanyMcKinsey & Company
Shaping the future of work
Humanizing the future of work
Operationalize
2000
Digitize
2015
Humanize
2025
!49
Shaping the future of work
McKinsey & CompanyHumanizing the future of work !50
McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !51
Humans are amazing
Critical thinking
Compassion
Creativity
Our competitive advantage is
our humanity
McKinsey & CompanyMcKinsey & Company
Three barriers holding us
back from humanization
Humanizing the future of work !52
McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !53
Barrier #1
Complacency silos
Stuck in silos with a lack of urgency where business 

seems still ‘good enough’ not to change.
McKinsey & CompanyMcKinsey & Company
#1 - Complacency silos
Humanizing the future of work !54
Singapore
Government
From Silos to Coalition
McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !55
Greta
Thunberg
From Silos to Coalition
#1 - Complacency silos
McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !56
Barrier #2
Humans as assets
Industrial and utilitarian view of workforce as assets

creates disconnect with employee needs.
McKinsey & CompanyMcKinsey & Company
#2 - Humans as assets
Humanizing the future of work !57
Global Tech
Company
From Assets to Potential
McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !58
Barrier #3
Getting stuck
Skill needs keep evolving which creates anxiety
and confusion. Many good initiatives don’t
deliver due to lack of focus and agility.
McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !59
Thanmay
Backshi
From Stuck to Flux
Self-taught Developer
TED & Keynote speaker
AI Expert
Honorary IBM Cloud Advisor
Author
#3 - Getting stuck
McKinsey & CompanyMcKinsey & Company
#3 - Getting stuck
Humanizing the future of work !60
Spotify
From Stuck to Flux
In order to stay
ahead, we need to
learn faster than
the world is
changing


- Spotify
“
”
McKinsey & CompanyMcKinsey & Company
Three shifts to humanize the future of work
Humanizing the future of work !61
Silos
Assets
Stuck
Create a shared purpose and alignment
Coalition
Potential
Understand what matters to employees
Flux
Constantly be brave to learn and grow
McKinsey & CompanyMcKinsey & CompanyHumanizing the future of work !62
Together, let’s create the future
we want to work and live in.
@eline_ermens
eline_ermens@mckinsey.com
THE FINAL ACT
#ARENALIVE
D R I N K S & N E T W O R K I N G

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