Cork County Council (CCC) initiated service improvements through digitization in 2015, addressing the public’s need for improved communication and online channels for services. CCC adopted service design with an in-house team, Service rePublic, leading to impressive results. Despite challenges posed by COVID-19, the team scaled online services, showcasing their adaptability and resilience, while emphasizing user-centredness and fostering innovation.
Approach
Cork County Council (CCC) embarked on a service improvement journey in 2015 by conducting a public survey that revealed the need for better information access and online services. To address these issues, CCC established an in-house team called Service rePublic, focusing on service design and digital transformation. Key steps included:
Cross-Functional Team: CCC assembled a cross-functional team comprising IT experts, business analysts, and service review professionals, fostering enthusiasm and a willingness to explore innovative approaches.
Capacity Building: The team rapidly built its service design and design thinking capabilities through formal training, live projects, conferences, workshops, and service design communities. They engaged with international experts and practitioners to gain insights and knowledge.
Cultural Transformation: CCC prioritised cultural transformation by involving staff across all directorates in service design projects, enhancing the perception of user-centredness, and aligning organisational values and objectives.
Pandemic Response: When COVID-19 hit, CCC’s Service republic team shifted its focus to rapidly digitise services, delivering 174 new online services. Agile methodologies, user-centred thinking, and strong team collaboration were instrumental in achieving this. Supportive Leadership: Strong support from CCC’s leadership and senior management played a pivotal role in the team’s success.
“We look to co-design and engage stakeholders as much as possible. There has been both service transformation as a result, and also a personal transformation in the team members.”
James Fogarty, Cork County Council
Impact
CCC’s response to the COVID-19 pandemic was marked by a rapid and successful digitisation effort, resulting in the delivery of an impressive 174 new online services. This surge in online service availability translated into a remarkable 311% increase in online service usage.
The pandemic served as a litmus test for CCC’s resilience, adaptability, and its dedication to user-centric principles, all of which led to successful outcomes.
The Council’s staff experienced a newfound and heightened appreciation from the public for their unwavering commitment, further underscoring the value of their contributions to the community.
Cork County Council (CCC) initiated service improvements through digitization in 2015, addressing the public’s need for improved communication and online channels for services. CCC adopted service design with an in-house team, Service rePublic, leading to impressive results. Despite challenges posed by COVID-19, the team scaled online services, showcasing their adaptability and resilience, while emphasizing user-centredness and fostering innovation.
Cork County Council’s Service Design Story
Source: Action Plan for Designing Better Public Services
Cork County Council (CCC) initiated service improvements through digitization in 2015, addressing the public’s need for improved communication and online channels for services. CCC adopted service design with an in-house team, Service rePublic, leading to impressive results. Despite challenges posed by COVID-19, the team scaled online services, showcasing their adaptability and resilience, while emphasizing user-centredness and fostering innovation.
Approach
Cork County Council (CCC) embarked on a service improvement journey in 2015 by conducting a public survey that revealed the need for better information access and online services. To address these issues, CCC established an in-house team called Service rePublic, focusing on service design and digital transformation. Key steps included:
Cross-Functional Team: CCC assembled a cross-functional team comprising IT experts, business analysts, and service review professionals, fostering enthusiasm and a willingness to explore innovative approaches.
Capacity Building: The team rapidly built its service design and design thinking capabilities through formal training, live projects, conferences, workshops, and service design communities. They engaged with international experts and practitioners to gain insights and knowledge.
Cultural Transformation: CCC prioritised cultural transformation by involving staff across all directorates in service design projects, enhancing the perception of user-centredness, and aligning organisational values and objectives.
Pandemic Response: When COVID-19 hit, CCC’s Service republic team shifted its focus to rapidly digitise services, delivering 174 new online services. Agile methodologies, user-centred thinking, and strong team collaboration were instrumental in achieving this. Supportive Leadership: Strong support from CCC’s leadership and senior management played a pivotal role in the team’s success.
Impact
CCC’s response to the COVID-19 pandemic was marked by a rapid and successful digitisation effort, resulting in the delivery of an impressive 174 new online services. This surge in online service availability translated into a remarkable 311% increase in online service usage.
The pandemic served as a litmus test for CCC’s resilience, adaptability, and its dedication to user-centric principles, all of which led to successful outcomes.
The Council’s staff experienced a newfound and heightened appreciation from the public for their unwavering commitment, further underscoring the value of their contributions to the community.
Cork County Council (CCC) initiated service improvements through digitization in 2015, addressing the public’s need for improved communication and online channels for services. CCC adopted service design with an in-house team, Service rePublic, leading to impressive results. Despite challenges posed by COVID-19, the team scaled online services, showcasing their adaptability and resilience, while emphasizing user-centredness and fostering innovation.