[Leading Cork to take its place as a World Class City] __________________________________________________________________________________________________________________________
Cork City Council Innovation Forum An innovation forum was created within Cork City Council in December 2021. It is a representative group to foster and promote the corporate values of innovation and people centric approaches when encouraging new ideas within the various work teams.
The main aims of the Forum will be:
• To develop an Innovation Strategy for Cork City Council. • To develop Annual Innovation programme that delivers on the Strategy. • To raise awareness of innovation initiatives and share information. • To review and promote local and national initiatives. • To facilitate collaborative approaches to innovation. • Harness innovation from outside the Organisation to capture and share insights, knowledge and lessons learned.
Service Improvement Projects
Customer Service Unit A multidisciplinary team with members from Corporate Affairs & International Relations, Community Culture and Placemaking, Operations and ICT directorates was created to review the Customer Service Unit CRM project. This involved running a survey with over 1000 callers; examining the journey of a task from phone call to being completed and workshops with back-office teams. Several workshops were facilitated to assess the functionality of the CRM, knowledge base and identify potential opportunities for improvement. Covid19 presented challenges to meeting people in person but also provided a chance to test online platforms in sharing resources in documenting insights, opportunities and barriers. A report was presented to the steering group who are working through opportunities identified for service improvement. Annual Service Delivery Plan The Annual Service Delivery Plan sets out the principal service delivery objectives and priorities for the Council each year. Cork City Council is the second largest urban Local Authority in the Country and we delivery approximately 1,000 different services in our administrative area. Collecting this volume of data each year presents its own challenges. The task was manual in nature involving multiple spreadsheets. In May 2021, the BPSI Unit sought tender applications for a technical solution. A successful vendor was appointed and collaboration between their project management teams and the BPSI Unit resulted in an online centralised solution for the Council. This technology has enabled the collection of data for the ASDP to be streamlined, it has also enabled cost and time savings. The platform can be utilised by multiple people at any time with one click reporting options.
| 85
Powered by FlippingBook