Project Leader & Service Designer
Acting Senior Executive Officer and Service rePublic Leader at Cork County Council
TALK Service rePublic
Although Service Design can help organisations to design and implement new kinds of value across many sectors, the transition to using its tools and approaches can be difficult. Involvement of staff at all levels, from management to front-line, ensures that the service is understood in its entirety, and the support is there to implement true change, in a collaborative way.In 2013, Cork Institute of Technology began to use Service Design tools and techniques to analyse and improve services at each stage of the student lifecycle and embed this approach as a long-term sustainable change enabler.Cork County Council began their journey towards customer service transformation in 2016 and are currently implementing a Service Design approach across two live projects. Service rePublic was established in May 2017 as a partnership between the two organisations to share and exchange knowledge and ideas utilising Service Design tools and techniques. This will be achieved through an open collaborative approach and engaging with partners, citizens, staff and students to help us improve “how we do things around here”.Heather and Julianne will share their experience on this Service Design journey so far.
ABOUT Heather Madden
Heather is a Project Leader at Cork Institute of Technology and plays a key role in identifying, researching and pursuing process improvements across the institute. Facilitating discussions and workshops in order to generate ideas and identify opportunities is a key step in enhancing the experience for both staff and students whilst aligning people, process and technology. Service Design has allowed her to merge her creative skills with her analytical and technical expertise in order to simplify user experience and design and deliver better services. She is at the final stages of completing a practice-based doctorate focused on designing change in the higher education sector.
ABOUT Julianne Coughlan
Julianne has been working in ICT in Cork County Council for the last 14 years. She holds an MSc in Landscape Ecology from University College Cork and a Diploma in the Management of Modern Public Service Delivery from University College Dublin. Over the last 8 years she has worked in the areas of business process improvement and service reviews for Cork County Council and has delivered a number of key digital transformation projects including the implementation of the Council’s customer experience platform www.yourcouncil.ie. Julianne leads the newly established Service rePublic unit in Cork County Council where service design, customer service and digital transformation are coming together to change how services are designed with and delivered to citizens, and to improve service delivery outcomes for everyone.