QCS Meeting Presentations 2019
The Internal Customer: How to Meet the Needs of Internal Customers
24th September, 2019 – Wood Quay, Dublin City Council
- “Partnering with Customers” – Ronan Crummy, Customer Service Operations Manager, Office of Government Procurement, on the work of the OGP, as well as Customer Engagement.
- OGCIO and Internal Customers – Presentation from Owen Harrison, Office of the Government Chief Information Officer. Looks at the internal customers of the OGCIO, through both full IT provisioning, and shared service provisioning.
- Internal Customer Service – Presentation from Mary Malone, Central Statistics Office, on who are the internal customers of the CSO. Mary looks at the results of the Civil Service Employee Engagement Survey, and the results for their own Department in particular – and how to improve on areas shown to be of some concern.
The External Customer: What the Customer Wants
26th June, 2019 – The Clock Tower, Department of Education & Skills
- ‘Communication modes and their impact on satisfaction’ – 2018 Irish Civil Service Business Customer Survey: Elise Todd, Perceptive Insights
- ‘Insights from the Front Line’: Cathy O’Donoghue, Service Delivery Executive, Citizen’s Information Board
- ‘Lessons from Service User Interactions’: Jennifer Hanrahan, Senior Investigator, Office of the Ombudsman
- ‘Challenges and solutions for communicating effectively with the public’: Clare McNally, Communications Manager, National Adult Literacy Agency
- ‘Future of Work’: Julianne Coughlan, Service rePublic, Cork County Council
Consultation: How to Consult with the Customer
18th April, 2019 – Whitaker Room, Department of Public Expenditure & Reform
- “Nothing about me without me” – Engaging with Patients and Families in the HSE: Presentation from Mila Whelan, Quality Improvement Division, HSE, on the methods of engagement used, such as the National Patient Forum, Patient Representative Panel, and Patients for Patient Safety Ireland, and how they participate in the planning, design and improvement of services
- “Putting people first – Customer satisfaction and Local government” – The National Oversight & Audit Commission: Presentation from Colleen Savage, Chair of NOAC Customer Service Subgroup, on their work in monitoring performance of local government agencies, and how these results are used
- “Alternative Ways to Capture Feedback” – Dublin’s Citizen Engagement Panel:Presentation from Mary MacSweeney, Deputy Head of Economic Development and Enterprise, on how the Your Dublin Your Voice panel feeds into the Dublin City Council Customer Service Action Plan 2018–2020, and how it is being used as a wider consultation tool to address the citizen as a customer
- “Empowering Engagement” – Customer Service in the Department of Employment Affairs and Social Protection: Presentation from Sarah O’Callaghan, PO, Communications and Customer Services, on the Consultative Forum, and how the DEASP evaluates customer service performance