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Centre for Service Innovation
URL of CSI | @twitterhandle or name
Service RePublic
Delivering Meaningful
Results For
Citizens
Cork County Council
Tim Lucey
Chief Executive
“I am not a
service
designer”
1,100km coastline
210 access points9,000 houses
2500 staff
Half way to Dublin & still in Cork600 services
Cork, Large & Complex Project > €0.5m totalling €803m
100 locations
Centre for Service Innovation
URL of CSI | @twitterhandle or name
Service RePublic
Channels of service delivery are diverse and often
unseen or not readily recognised.
The public realm is a Touchpoint
Centre for Service Innovation
URL of CSI | @twitterhandle or name
Service RePublic
CORK
can!
Centre for Service Innovation
URL of CSI | @twitterhandle or name
Service RePublic
We are not afraid anymore
Reputation is Critical
8
PUBLIC = PRIVATE
We all are in the same game ultimately
Chief Executive
can never delegate
Obstacle + Strategy + Machine
Prioritisation = Resource allocation to the machine
Structure of the organisation
Culture = it’s about how we treat each other.
9
Key factors
that must exist as a
basis for innovation and
transformation
“It must be personal”
10
Recognition
Leadership
Acceptance
Confidence
“ What is your
Psychological Contract?
Who is it with?
11
Do you understand the
heartbeat of the your
organisation?
“How strong is the pyschological
contract of your staff with your
organisations heart”
Perceptions
as an influencer of attitudes, values and beliefs
13
Have you turned the
spotlight on yourselves?
Are you afraid to?
How powerful can it be to do so?
14
A crisis of
confidence
Perceived negativity
16
10%
Residents Businesses
18%
Staff
59%
Imagery of organisation
Residents
%
Business
%
Staff
%
Improving 61 72 49
Professional 65 72 45
Positive 60 68 22
Confident 63 60 20
Less than 33% of staff believed the
public valued the service provided
Service Delivery review
Website Snapshot
58% accessed by desktop
32% by mobile device
10% by tablet
70% indirect access
through online
search facility
Time spent per webpage
73% of users dwell on
webpage for 1 minute
or less
19
Business & Citizens Expectations
40% of customer
contact is to obtain
information
27% is to report an
issue
Greater accessibility to
services 24/7 – timely
information
Service Design
CCC established a centre for
Design in Jan ‘17
Aim to create better services (Citizens & Staff)
Active Engagement with people
Unique Approach – 1st in Ireland
New, Innovative, Future Focused, Outcome Driven
Partnership with CIT
Dedicated Office on County Hall Campus
6 specially trained staff
Excellent feedback on pilot projects
(Community Funds, Housing Representations)
Engaging people including
staff in developing solutions
Centre for Service Innovation
URL of CSI | @twitterhandle or name
Service RePublic
Service rePublic Timeline
March 2013
First CIT
Service Design
Project
2014-2017
Six Service Design
Projects at CIT
March 2015
Service Design
Master Class
In Cork
sponsored by
Irish Design 2015
2015
Cork County
Council
Perceptions Survey
May 2016
Conversation
between
CIT Vice President
& CCC Deputy
Chief Executive
July 2016
Customer
Transformation Team
established in CCC
November 2016
Discussions between
CIT and CCC
Launch of
www.yourcouncil.ie
May 2017
Launch of
Service rePublic
September 2017
International
SD Conference in Fota
October 2017
Special Purpose Award
CIT
January 2018
Internship Programme
Between CIT & CCC
October 2018
Sponsoring Global
Service Design
Conference
reImagine
reDesign
reEngage
reStart
rePublic
Building the Team
People + Skills + Attitude +
Place + Platform
36,800
online service requests
60%
logged by citizens
themselves
120+
online services
www.yourcouncil.ie
Results Community Fund
Measure Pre Service Design Post Service Design
Service Databases 8 1
Total Applications 609 756
Channel Choice 3 4
Channel Shift 609 hard copy
143 hard copy
(81% shift)
Response rate 3+ days Immediate
User Satisfaction
Anecdotal -
Immeasurable
70% excellent 5/5
22% very good
Results Housing Service Queries
Measuring the Outcomes
● Hard and soft data
● BI reports
● Dashboards
● Service assessments to
senior management
Insights
Vision and support at
top of organisation is
vital
Transformation needs
space -physical,
strategic,
psychological and
emotional
Partnership can allow
you to scale quickly
Create an environment
for learning and
teaching together - this
is real sustainability
Get the right people
involved - look beyond
traditional skills and
competencies
Leverage the assets,
skills and networks you
already have
Service Design movement has been
a powerful enabler of innovation.
Innovation exists everywhere.
It’s about enabling it to flourish, and utilising a SD
approach to reach excellence in service delivery.
Achievements
Local Authority Housing
Department of the Year
2015
First LA in country to
achieve EMAO
ISO50001 Energy
Accrediation 2016
Excellence in
Communication Public
Relations Award 2018
Water Quality Lab –
secured INAB 17025
accrediation 2015
Wastewater
Laboratory, accredited
25th year in succession
1st LA to achieve
OHSAS 18001 Safety
Management System
2017
Appointed Lead LA
nationally for:
● Waste Enforcement
for Southern Region
● Climate Change
Adaptation Planning
for South West Ireland
● Public Lighting for
entire retrofit of
network nationally
Meaningful results for Citizens
92% residents believe Cork
is a great place to live
86% feel a sense of pride in
the area
86% are happy with their
employment and work life balance
83% are satisfied/very
satisfied with life in general

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Tim Lucey: Delivering Meaningful Results For Citizens

  • 1. Centre for Service Innovation URL of CSI | @twitterhandle or name Service RePublic Delivering Meaningful Results For Citizens Cork County Council Tim Lucey Chief Executive
  • 2. “I am not a service designer”
  • 3. 1,100km coastline 210 access points9,000 houses 2500 staff Half way to Dublin & still in Cork600 services Cork, Large & Complex Project > €0.5m totalling €803m 100 locations
  • 4. Centre for Service Innovation URL of CSI | @twitterhandle or name Service RePublic Channels of service delivery are diverse and often unseen or not readily recognised.
  • 5. The public realm is a Touchpoint
  • 6. Centre for Service Innovation URL of CSI | @twitterhandle or name Service RePublic CORK can!
  • 7. Centre for Service Innovation URL of CSI | @twitterhandle or name Service RePublic We are not afraid anymore
  • 8. Reputation is Critical 8 PUBLIC = PRIVATE We all are in the same game ultimately
  • 9. Chief Executive can never delegate Obstacle + Strategy + Machine Prioritisation = Resource allocation to the machine Structure of the organisation Culture = it’s about how we treat each other. 9
  • 10. Key factors that must exist as a basis for innovation and transformation “It must be personal” 10 Recognition Leadership Acceptance Confidence
  • 11. “ What is your Psychological Contract? Who is it with? 11
  • 12. Do you understand the heartbeat of the your organisation? “How strong is the pyschological contract of your staff with your organisations heart”
  • 13. Perceptions as an influencer of attitudes, values and beliefs 13
  • 14. Have you turned the spotlight on yourselves? Are you afraid to? How powerful can it be to do so? 14
  • 17. Imagery of organisation Residents % Business % Staff % Improving 61 72 49 Professional 65 72 45 Positive 60 68 22 Confident 63 60 20
  • 18. Less than 33% of staff believed the public valued the service provided
  • 19. Service Delivery review Website Snapshot 58% accessed by desktop 32% by mobile device 10% by tablet 70% indirect access through online search facility Time spent per webpage 73% of users dwell on webpage for 1 minute or less 19 Business & Citizens Expectations 40% of customer contact is to obtain information 27% is to report an issue Greater accessibility to services 24/7 – timely information
  • 20. Service Design CCC established a centre for Design in Jan ‘17 Aim to create better services (Citizens & Staff) Active Engagement with people Unique Approach – 1st in Ireland New, Innovative, Future Focused, Outcome Driven Partnership with CIT Dedicated Office on County Hall Campus 6 specially trained staff Excellent feedback on pilot projects (Community Funds, Housing Representations) Engaging people including staff in developing solutions
  • 21. Centre for Service Innovation URL of CSI | @twitterhandle or name Service RePublic Service rePublic Timeline March 2013 First CIT Service Design Project 2014-2017 Six Service Design Projects at CIT March 2015 Service Design Master Class In Cork sponsored by Irish Design 2015 2015 Cork County Council Perceptions Survey May 2016 Conversation between CIT Vice President & CCC Deputy Chief Executive July 2016 Customer Transformation Team established in CCC November 2016 Discussions between CIT and CCC Launch of www.yourcouncil.ie May 2017 Launch of Service rePublic September 2017 International SD Conference in Fota October 2017 Special Purpose Award CIT January 2018 Internship Programme Between CIT & CCC October 2018 Sponsoring Global Service Design Conference
  • 23. Building the Team People + Skills + Attitude + Place + Platform
  • 24. 36,800 online service requests 60% logged by citizens themselves 120+ online services www.yourcouncil.ie
  • 25. Results Community Fund Measure Pre Service Design Post Service Design Service Databases 8 1 Total Applications 609 756 Channel Choice 3 4 Channel Shift 609 hard copy 143 hard copy (81% shift) Response rate 3+ days Immediate User Satisfaction Anecdotal - Immeasurable 70% excellent 5/5 22% very good
  • 27. Measuring the Outcomes ● Hard and soft data ● BI reports ● Dashboards ● Service assessments to senior management
  • 28. Insights Vision and support at top of organisation is vital Transformation needs space -physical, strategic, psychological and emotional Partnership can allow you to scale quickly Create an environment for learning and teaching together - this is real sustainability Get the right people involved - look beyond traditional skills and competencies Leverage the assets, skills and networks you already have
  • 29. Service Design movement has been a powerful enabler of innovation. Innovation exists everywhere. It’s about enabling it to flourish, and utilising a SD approach to reach excellence in service delivery.
  • 30. Achievements Local Authority Housing Department of the Year 2015 First LA in country to achieve EMAO ISO50001 Energy Accrediation 2016 Excellence in Communication Public Relations Award 2018 Water Quality Lab – secured INAB 17025 accrediation 2015 Wastewater Laboratory, accredited 25th year in succession 1st LA to achieve OHSAS 18001 Safety Management System 2017 Appointed Lead LA nationally for: ● Waste Enforcement for Southern Region ● Climate Change Adaptation Planning for South West Ireland ● Public Lighting for entire retrofit of network nationally
  • 31.
  • 32. Meaningful results for Citizens 92% residents believe Cork is a great place to live 86% feel a sense of pride in the area 86% are happy with their employment and work life balance 83% are satisfied/very satisfied with life in general