COMHAIRLE CONTAE ÁTHA CLIATH THEAS
SOUTH DUBLIN COUNTY COUNCIL

South Dublin County Council Crest

MEETING OF LUCAN / PALMERSTOWN / NORTH CLONDALKIN AREA COMMITTEE

Tuesday, October 22, 2024

QUESTION NO.2

QUESTION: Councillor C. Brady

To ask the manager has a review or study been undertaken to ensure that the current customer services model meets the needs of the Lucan community who have no local access to council services

REPLY:

South Dublin County Council was the first local authority to create a one-stop-shop customer service centre in 2005 and the organisation has built up a significant competency in delivering quality customer services over those past fifteen years of operations.

The task has become increasingly complex, evidenced by the local government services catalogue which has identified over 1,100 services that are delivered by local authorities to many different customers and stakeholders. County Hall was redeveloped to reflect the open and engaging culture of a modern public service provider to all stakeholders, while also providing customers with comfortable discrete service areas where customer needs can be discussed sensitively and with privacy.

Digital and communication technologies have also developed significantly and have the potential to substantially both improve the customer experience and generate operational efficiencies. The services most in demand in the Council are housing related and these have been significantly transformed with the development of the Integrated Housing System and associated Housing Online portal.

This new service means customers are offered online and digital channels for standard service requests and focussed customer service for more complex service requests on an appointment basis. Much needed renovation works were completed resulting in the provision of the Housing Customer Center.

These improvements in service delivery are communicated to our customers through our online channels and targeted media advertising campaigns and this will continue.

Of relevance here is the national digital strategy for public service, Connecting Government 2030 which launched in 2022 and sets out the strategy for public service in Ireland to drive a step-change in how public services will be presented and used in the future with the target set for 90% of all applicable public services to be consumed online by 2030. South Dublin County Council's introduction of the Housing Online and ePlanning services are examples of progress made by this local authority in achieving this target.