2020 Annual Quality Customer Service Conference

Customer Centred Public Services

10.00: Conference Opening

Welcome by Declan Rigney, Assistant Secretary, Office of the Revenue Commissioners and Chair of the Quality Customer Service Network

10.10: Address by the Minister of State – and launch of Excellence in Customer Service Case Studies

Ossian Smyth T.D., Minister of State at the Department of Public Expenditure and Reform

10.25: User Centred Design Approach, Public Service Innovation Strategy

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

10.40: Designing Strategy – Cork County Council’s Corporate Plan

Patricia Liddy and Julianne Coughlan Cork County Council

10.55: Public Libraries and Design Thinking: A Perfect Match

Stuart Hamilton, Head of Libraries Development, LGMA

11.10: Panel Discussion

11.30: Break

11.45: 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)

12.00: Operation Faoiseamh

Detective Chief Superintendent Declan Daly, An Garda Síochána

12.15: Delivering Dispute Services in Challenging Times

David Small, Director of Adjudication Services, Workplace Relations Commission

12.30: Panel Discussion

12.50: Closing Remarks

Declan Rigney, Chair of the Quality Customer Service Network