Designing for People – Transforming the Future – Impact by Design

Service rePublic, a joint initiative by Cork County Council and Cork Institute of Technology, will be hosting a major interna-tional Service Design conference in Fota Island Resort, Cork, on Tuesday, September 26th.

This is the first event of its kind in Ireland and is for people from all sectors interested in Service Design and Design Thinking, to meet and share their ideas and experience. The format includes rapid-fire presentations and expert panel discussions along with opportunities for delegates to network with national and international leaders in Service Design.

Conference delegates will learn about the innovative and transformative ways that Service Design is having an impact in Ireland and internationally. It is a unique opportunity for delegates to hear first-hand from an array of highly influential and respected speakers about the growing range of Service Design initiatives that are underway in both the public and private sectors.

Speaking ahead of the upcoming conference, Chief Executive of Cork County Council, Tim Lucey said, "Cork County Council is excited to be leading the way in the public sector in Ireland by using Service Design for transforming our services with the public. We are proud of our strong connections with citizens, businesses and communities across Cork county, and we are in a unique position to use and develop these relationships to improve services and make people’s lives better."

Session 1 – Designing for People: International Impact In the opening session, 5 Global Design and Innovation leaders will discuss service design policies, perspectives and practices in an international context. Which countries are leading the charge in service design? What can we learn from them and how can we apply those lessons to the public and private sectors? Session 2 – Transforming the Future: Societal Impact In the second session of the day delegates will hear how Service Design is making an impact on addressing the transfor-mation agenda in the public sector. Where is Service Design being used and embedded in national government, local au-thorities, third level institutions etc? How can Service Design transform Public Services? Session 3 – Impact by Design: Commercial Opportunities The closing session of the day examines the potential for service design to ignite innovation in all sectors and is presented by practitioners in finance, design, technology and management consultancy spheres.

Conference Newsletter September 2017

WHAT IS SERVICE DESIGN? Design is a major factor in contributing to the trans-formation of products and services for all types of organisations. It allows companies to become more competitive and innovative and to deliver value to their customers. Design-led innovation can make public services more efficient and effective and at the same time deliver faster, clearer services that the public actually want. Design can help to change employee behaviour and solve practical problems by shaping the customer experience over time. Service Design is the set of tools and techniques, such as Service Blueprinting or Customer Journey Mapping, which can help to solve those problems by making the services delivered more useful, usable, efficient and user-centred. The easiest way to show how Service Design is successful is with some case studies from the private and public sectors. Click on the highlighted links for details.

A Tale of Two Coffee Shops What makes people choose one coffee shop over another when both offer the exact same coffee for the same price? And what makes them come back, again and again? Here's a short video explaining why putting people at the heart of the experience, embracing co-creation, and taking a holistic ap-proach is what Service Design is all about. https://vimeo.com/212939377

Fjord—Finnair The Finnair digital customer experience vision helps the airline navigate through the complexities of the aviation business with business in mind and with the traveller at heart. They delivered an award winning digital customer experience vision through close collaboration with Fjord and Finnair. On a high level the vision was to provide Finnair’s customers with the best digital travel experience, or more eloquent-ly put, to build peace of mind for air travellers. It became their objective and destination. They then put together a roadmap and a digital service blue-print to help get them there. https://www.fjordnet.com/workdetail/a-north-star-for-better-customer-experience/

SNOOK—Future Housing Services Snook worked with Wheatley Group who provides homes and services to over 200,000 people in 17 local authority areas across Central Scotland. They’re committed to supporting people and helping communities to thrive. With an increasing popula-tion, diverse both geographically and demograph-ically, planning for the future is crucial to prepare services for the changing needs of customers. Through a fast-paced 8-week research sprint, they set off to explore what current and future customers need from social housing, now and in the future. https://wearesnook.com/projects/wheatley-group/

MACMILLAN Cancer Support Scotland From the initial fear in diagnosis to the hope that treatment gives. From the sometimes brutal reality that treatments impart upon the individual and their life transforming after effects to the provision of end of life care, the voices of experience convey the reality of cancer. That’s why they should be listened to and embedded within any services created. Pa-tient. Carer. Survivor. Mother. Father. Sibling. Scien-tist. Nurse. Engineer. Whatever. The voices of the Cancer Experience Panel (CEP) pretty much cover them all and every experience in between. https://macmillanscotland.com/2016/04/30/cancer-experience-panel/

CONFERENCE SPEAKERS REGISTRATION 8.30 – 9.30 Tea/Coffee & Networking Opportunity

9.30 Opening Address – Gina London MC Declan Hurley, Mayor of County Cork & Tim Lucey, Chief Executive, Cork County Council

SESSION 1 – DESIGNING FOR PEOPLE

10.00 Keynote Speaker: Birgit Mager Professor for Service Design at Köln International School of Design and President of the International Service Design Network Aline de Araujo Alonso Service Design Network Project Manager - Service Design Impact Report

10.15 Louise Downe - Head of Design for the UK Government - Govern-ment Digital Service

10.30 Cat Macaulay – Head of User Research and Service Design at the Scottish Government

10.45 Simon O’Rafferty - Design Research Fellow with the Irish Environmental Protection Agency

11.00 Panel Discussion: chaired by Tim Lucey, Chief Executive of Cork County Council. Panel Members: Birgit Mager, Louise Downe, Cat Macaulay, Simon O’ Rafferty

11.20 Tea/Coffee & Networking Opportunity

SESSION 2 – TRANSFORMING THE FUTURE

11.45 Keynote Speaker: Pat McLoughlin - Chairperson of the National Over-sight and Audit Commission

12.00 James Fogarty - Deputy Chief Executive, Cork County Council. Orla Flynn Vice-President for External Affairs at Cork Institute of Technology

12.10 Julianne Coughlan - Acting Senior Executive Officer, CCC & Service Republic Project Manager Alan Ainsley - Partner at Snook -award winning design agency.

12.25 Heather Madden Project Leader at Cork Institute of Technology, Michelle Nelson - Student Services Redesign Project Manager, University College Cork

12.40 Samantha Jones - Former Director of New Care Models Programme (Five Year Forward View) National Health Service England.

12.55 Panel Discussion: chaired by Orla Flynn, Vice-President for External Affairs at CIT; Panel Members: Pat McLoughlin, James Fogarty, Julianne Coughlan, Heather Madden, Samantha Jones

1.15 Lunch & Networking Opportunity

SESSION 3 – IMPACT BY DESIGN

2.15 Keynote Speaker: Lorna Ross – Group Design Director at Fjord, Dublin

2.30 Paidi O’Reilly - Innovation Specialist and Research Fellow, Univer-sity College Cork. David Sammon - Information Systems Professor, University Col-lege Cork

2.45 Sarah Drummond - Founding Director, Snook - award winning design agency.

3.00 Lesley Tully Head of Design Thinking at Bank of Ireland

3.15 Hilary Jones – Customer Ambassador for Firmstep and former Deputy Chief Executive for Scarborough Council.

3.30 Panel Discussion: chaired by Jesse Grimes Service Design Net-work. Panel Members: Lorna Ross, Paidi O’ Reilly, Lesley Tully, Hilary Jones & Sarah Drummond

Cork County Council, in a unique partnership with highly regarded third level institution Cork Institute of Technology, has established Ireland’s first public sector service design centre - Service rePublic - based in County Hall, Cork. Our mission is to help people to have better lives by delivering the best services for all.

Service rePublic was established in January 2017, and was officially launched in May 2017. The collaboration between third level institution Cork Institute of Technology (CIT), the first in Ireland to offer a dedicated Special Purpose Award in Design-ing Innovative Services, and Cork County Council, the second largest local authority in the Republic of Ireland, marks the beginning of a new, exciting approach to service delivery in the public sector in Ireland.

Service rePublic aims to transform how Cork County Council operates, by looking outwards rather than inwards, by engag-ing with citizens, users, elected representatives, communities, businesses and other stakeholders (public and private). We use an all-inclusive approach to co-designing and co-creating better services.

Service rePublic is - creating better services for citizens and users by designing them using a collaborative approach developing opportunities for citizens, communities and business (by leading and facilitating elements of the Cork Coun-

ty Local Economic & Community Plan) co-designing new futures (tackling societal challenges, e.g. ageing population) adopting a developmental view of local government Cork County Council and CIT will benefit by sharing resources and expertise and delivering live projects through Service

rePublic.

Service Design - Designing Better Services for Everyone!

Four Campuses... One Institute

Cork Institute of Technology (CIT), is a publicly funded higher education provider. It is the second largest of Ireland’s network of fourteen Institutes of Technology and cur-rently has in the region of 12,000 registered students with approximately 2,000 new entries year on year. CIT’s education, research and training provision spans a wide variety of disciplines, from business and humanities through engineering and science to music, drama, art and design. CIT’s people are its most important resource and includes students, staff and alumni, in addition to the many contributors to the organ-isation. Service rePublic, a joint initiative with Cork County Council, will enable CIT to deliver better services for students and staff by guiding people to integrate design into their daily work practices.

CIT’s Certificate in Designing Innovative Services is a one semester (three months) part-time programme that is designed to provide the knowledge, skills and confidence required to work in the area of service design. The course will introduce the stu-dent to design thinking skills and to the key tools and methodologies for development of services. The programme is struc-tured to support those in full time employment. The first module Seminar Series in Design Thinking will be delivered online weekly. The second module Design Thinking for Services will have lectures with the theory content delivered online and the workshops will be delivered over 4 Saturdays. The workshops will be the more practical element of the course requiring stu-dents to use the tools and methodologies. Starting: September 2017

Contact: Dr Fred Creedon Fred.Creedon@cit.ie or (021) 432 6166 http://www.cit.ie/course/CRBDEIS8