[Leading Cork to take its place as a World Class City] __________________________________________________________________________________________________________________________
It was also an exciting year for the libraries’ Commemoration programme featuring online lectures as part of The History Road Show, and by Professor of Irish Gender History, Lindsey Earner Byrne. The community room in Tory Top Road library was dedicated to the local hero Joe Murphy in partnership with the Togher/Ballyphehane Centenary Committee. A commemorative calendar was also produced. Our commitment to sustainable living and climate change was enhanced with the introduction of a toy library across the service aligning with the Sustainable Development Goal of responsible consumption as members can borrow rather than buy toys. The solar panels on the roof of the City Library are in line with the Green Agenda and the priority given by City Council in helping reduce the effects of climate change. A pioneering video campaign in collaboration with the People and Organisational Development Department saw over 870 expressions of interest to recruit library assistants. With these new teams and in collaboration with our strategic partners the library service will continue to deliver excellent public services to the people of Cork.
Customer Service Unit Annual Report 2021
The Customer Service Unit (CSU) is the first point of contact for callers to Cork City Council. In 2021, the CSU handled almost 174,000 phone calls on the main Cork City Council phone line. They also dealt with over 5,000 emails and approx. 2,175 online submissions through the Cork City Council website.
Calls received by CSU in 2021
18000
16000
14000
12000
10000
8000
6000
4000
2000
0
January February March
April
May
June
July
August September October November December
The CSU continued to operate the Covid-19 community support phone line during 2021. Although calls dropped significantly this facility was still available to all citizens who needed assistance until 22 nd November. In this time the CSU handled 1,098 calls and created 93 cases that were passed on to the City C ouncil’s Community Response Team. These cases varied in nature from requests for the collection and delivery of food, essential household items, medication and fuel, to requests for social isolation supports, meals on wheels deliveries, and other garda or medical related requirements. The CSU agents liaised daily with the Community area co-ordinators to ensure that all calls received a response.
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