Annual Quality Customer Service Conference, 2020

The 2020 QCS Conference took place remotely and had high attendance from across the Civil and Public Service. Our speakers covered a wide range of topics, focusing on Customer Centred Public Services:


User Centred Design Approach, Public Service Innovation Strategy

Dr Lucy Fallon-Byrne, Programme Director, Reform and Delivery Office, Department of Public Expenditure and Reform

1. Public Service Innovation Strategy – Dr Lucy Fallon-Byrne DPER


Designing Strategy – Cork County Council’s Corporate Plan 

Patricia Liddy and Julianne Coughlan, Cork County Council

2. Designing Strategy – Cork County Council


Public Libraries and Design Thinking: A Perfect Match

Stuart Hamilton, Head of Libraries Development, LGMA

3. Design Thinking And Libraries – Stuart Hamilton LGMA


Responding to the Needs of Teachers and School Leaders during the School Closure Period and Beyond

Michael Mc Namara, Team Leader- Digital Technologies for Teaching, Learning and Assessment (Primary & Post-Primary), Professional Development Service for Teachers (PDST)

4. PDST Supports – Michael McNamara PDST


Operation Faoiseamh

Detective Chief Superintendent Declan Daly, An Garda Síochána

5. Operation Faoiseamh – Declan Daly AGS


Delivering Dispute Services in Challenging Time

David Small, Director of Adjudication Services, Workplace Relations Commission

6. Delivering Dispute Services – David Small WRC



A video was played showing a few samples of customer service wins in the Public Service over the last few months, with contributions from: Department of Social Protection, Citizens Information Board, Revenue, MABS, DETE and Tallaght University Hospital.


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