Designing Strategy Cork County Council's Corporate Plan - Comhairle Contae Chorcaí Cork County Council - Our Public ...
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Designing Strategy
Cork County Council’s Corporate
Plan
Comhairle Contae Chorcaí
Cork County Council
Patricia Liddy Patricia Liddy, Director of Corporate Services for Cork County Council. Cork County Council is the largest local authority in the country in geographical area and the second largest in terms of population and operations. We have 8 Municipal Districts and a diverse and dispersed population of 332,255. We are also the strongest economic region in Ireland outside of Dublin with the greatest number of active enterprises. We are home to the second largest labour force in Ireland.
Corporate Plan The development of our corporate plan by service design leaned into the ethos of Putting People First enshrined in Law in the Local Government Reform Act 2014. More responsive ethical and accountable representation and governance with provision for appropriate participation by and engagement with communities. Over the last two and a half decades service design has emerged to become a well recognised driver in the field of innovation.
Boundary The Cork Boundary alteration which was finalised on the 31st of May 2019 posed an unprecedented event that would impact on the lives of everyone, our staff, our citizens, our stakeholders and our elected members. It was also an opportunity to demonstrate the resilience that is Cork County and the ability to see opportunity in challenge.
Municipal Districts are the cornerstone Bandon-Kinsale - Population 37,269 Carrigaline - Population 35,330 Cobh - Population 34,209 Fermoy - Population 36,406 East Cork - Population 45,441 Kanturk-Mallow - Population 54,092 Macroom - Population 36,803 West Cork - Population 52,705
“The role of a leader is not to come
up with all the great ideas. The role
of a leader is to create an
environment in which great ideas
can happen”
Simon Sinek
Mr. Tim Lucey, Chief Executive Cork County Council “this approach has in effect humanised our services, identifying what people want Cork County to become and achieve over the next 5 years, resulting in the creation of our key priorities and the strategic objectives set out in the plan”
Designing Designing Strategy
Digital Services
2016 - 2017 A service design approach 2018 - 2019 A design thinking 2020 -
was introduced to redesign approach was used to
and improve digital services design and develop the
new Corporate Plan
Digitisation Designing the Cultural
of Services Service Context Transformation
An initial programme of 2017 Use of design thinking was Cork County Council is well on
2019
digitisation was undertaken expanded into engagement the road to cultural
to put council services activities with stakeholders like transformation, a shift in how
online PPN, Age Friendly, Comhairle na we work with and engage our
nÓg etc citizens, communities,
businesses and staff
People Centred Design Approach
Putting Corporate
People First Strategies
Cork
Values Based
Boundary
Co-Designed
Alteration
Strategy
Innovation and Digitisation
Respect
Our Values
Integrity Recognition
Trust Empathy
InclusionOur Vision
Our Strategic Themes
Julianne Coughlan Service Design Manager at the Service rePublic unit in Corporate Services Introducing Why Design Works
Strategic Digital Services
Design and
Innovation
Business Intelligence and AnalyticsDigital Services There are more than 32,000 users registered for the www.yourcouncil.ie portal
GOOD
GoodDESIGN IS is
Design VITAL FOR
vital for DIGITAL
Digital
SERVICES
Services
86 new online services 1%
4% 1%
delivered since COVID 13%
94% ratings by
customers are 4 or 5
stars out of 4718 ratings
provided 81%
Customer Ratings for Online Services
5 4 3 2 1“The most user friendly job application that I have ever completed.” “Had a problem with the website yesterday couldn't fill in a form, i contacted a lovely helpful girl and she said she would report the issue. I was able to finish the form this morning as she got the job done.” “Good system which also didn’t time-out half way through ” “Brilliant website and very helpful and fast, all information needed a in one click!” “5 Star, all steps easy to do and very accessible” “Love how smooth and professional and easy you making things for us on your website” “THANK YOU ALL FOR THE HELP IN THIS UNUSUAL CIRCUMSTANCES.” “Very efficient process during these hard times thank you” “I was at the Library today, in Midleton, and it was well run, and i felt safe, and the staff was lovely as always. Best library ever.” “Very user friendly way to submit an application, well done Cork County Council and thanks for supporting small business.” “Website was really good. Loved how you built in the Eircode search. Also liked that you gave me a copy of a PDF of my final submission. Thank you.” “Wow. Very impressed with the user experience of the YOUR COUNCIL online system. Well done to everyone involved.” “Five star. Very easy submission to make. Not too complicated at all. Thank you so much” “A very user friendly service, for which I am grateful for at this time of crisis”
120
New Services by Year BI Reports by
109 Year
100
45
40
80
35
Water Services
30 Roads
60 Planning
25 Personnel
45 MDs
20 Housing
40 EDET
34
15 County Engineer
27 Corporate Services
10 All
20
12
5
0 0
2016 2017 2018 2019 2020 2017 2018 2019 2020
Agile and Responsive to meet the COVID challenge▧ Values influence behaviour, shape our culture and inspire us to action ▧ Values exist at all levels, individual and organisational. Real transformation is possible when individual and organisational values are aligned
"How you deliver a message to customers is so important"
We had thousands of post-its We synthesised insights, opportunities and barriers from these We distilled the narratives from our stakeholder engagement, identifying patterns and then themes.
We took qualitative information and
presented it quantitatively to resonate with
senior managers
221. We should never fear engagement;
people are overwhelmingly grateful for a
chance to be heard
2. Our language and our engagement
must fit
3. Strategy and Policy matters to people
InsighDiscovering opportunities by analysis for each Directorate and section
Our Values are
Our
our blueprint
Opportunities
are discovered
together
Our Objectives
Our Strategic Themes
realise our
develop and
vision
transform
Our Corporate plan is a truly collaborative and dynamic strategy that is
driving cultural transformation in Cork County Council“We don’t see things as they are;
we see them as we are.” - ANAÏS NIN
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