COMHAIRLE CONTAE ÁTHA CLIATH THEAS
SOUTH DUBLIN COUNTY COUNCIL

MEETING OF SOUTH DUBLIN COUNTY COUNCIL

Monday, October 13, 2025

QUESTION NO. 3

QUESTION: Councillor Y. Collins

To ask the Chief Executive how the Council proposes to build in digital offerings, support digital transitions, and design effective online services to maximise public engagement with Council initiatives, projects and resources

REPLY:

The cornerstone of South Dublin County Council’s digital strategy is the procurement of a modern, scalable Digital Services Platform designed to meet the Council’s evolving requirements. This platform will enhance public engagement and operational efficiency through accessible, mobile-first, and where appropriate human operated AI-enabled services that promote self-service, automation, and seamless integration with national systems.

To realise this vision, the Council will advance its digital transformation through cloud-based infrastructure, support for hybrid working models, and robust change management initiatives. The overarching goal is to ensure that all services delivered are inclusive, responsive, and aligned with the dynamic needs of our communities.

Building in Digital Offerings

South Dublin County Council is advancing a Digital First, Mobile First strategy, ensuring all operational interfaces are optimised for seamless access across devices and locations. Solutions will be intuitive, responsive, and capable of leveraging mobile features such as cameras, GPS, and push notifications to enhance user experience and streamline case management. A dedicated mobile application for Android and iOS is essential, with white-labelling to reflect Council branding and enable publication via official SDCC accounts. The platform will also deliver a comprehensive end-to-end digital experience that is faster, more accurate, and easier to use for both customers and staff. Enhanced tracking, reporting, and accessibility are key, with artificial intelligence—under human oversight—supporting automation, predictive analytics, and data-driven decision-making to improve responsiveness and service delivery.

In addition, the Council is committed to enabling 24/7 self-service, allowing customers to create accounts, raise issues, and engage with services independently of support hours—enhancing accessibility and inclusivity. An omnichannel communication strategy will offer flexibility and convenience by supporting preferred contact methods such as WhatsApp, SMS, and email. The platform will also integrate seamlessly with national and local services, leveraging the national service catalogue for consistency and incorporating MyGovID.ie for secure, unified citizen authentication.

Supporting Digital Transitions

To underpin digital transformation, the Council has embedded digital resourcing into its Strategic Workforce Planning process, aligned with the Corporate Plan 2025–2029. Key roles such as the Digital Transformation Manager and Developer have been established to lead innovation and platform development, with a focus on meeting national targets for 90% digital service consumption by 2030. Through organisational restructuring, reallocation of staff, and the creation of a rebranded Digital function, the Council ensures its digital initiatives are strategically resourced, scalable, and responsive to evolving service demands.

South Dublin County Council is implementing a hosted Software-as-a-Service (SaaS) digital platform to eliminate the need for internal infrastructure management and enable seamless data migration from existing systems. This transition supports a hybrid work environment, allowing staff to operate effectively both remotely and on-site, ensuring continuity and flexibility in service delivery. The Council expects the chosen supplier to provide comprehensive support—including system testing, user training, and ongoing development—to facilitate smooth adoption and long-term sustainability.

Designing Effective Online Services to Maximise Public Engagement

South Dublin County Council’s digital platform will be fully accessible and inclusive, complying with Ireland’s National Disability Authority standards and WCAG 2.1 AA to support users with disabilities and assistive technologies. Accessibility features will be available in both English and Irish, with built-in feedback mechanisms to support continuous improvement. The platform will also offer multilingual support and provide tailored self-service portals for various user groups—including elected members, media, and committees—alongside a secure customer portal for managing requests and accessing information. A dedicated frontline mobile app will enable field staff to interact with jobs and tasks in real time, including offline functionality, GPS integration, media capture, and secure authentication.

To maximise engagement, the platform will incorporate natural language processing to deliver conversational interfaces, intelligent automation, and predictive analytics that personalise user experiences and proactively address citizen needs. Sentiment analysis and feedback tools will help the Council monitor satisfaction and identify areas for enhancement. For location-based services such as pothole reporting, geolocation and mapping features will allow users to pinpoint issues with precision, improving service accuracy and responsiveness. Advanced search capabilities will further support users in finding relevant information quickly and easily.

Maximising Engagement with Council Initiatives, Projects, and Resources

South Dublin County Council is committed to proactive and inclusive digital service design that prioritises customer self-service and tailored support to drive higher satisfaction and engagement. The platform will harness data-driven analysis and reporting to identify trends, improve operational efficiency, and adapt services to meet evolving community needs. By integrating with existing Council systems—including housing, planning, and other core functions—the SDCC platform will break down data silos and enable a unified, seamless service experience for both staff and citizens.

To ensure long-term success, the infrastructure will be scalable and future-proofed, capable of supporting hundreds of public services and can adapt to growing demands. This approach will foster greater collaboration across departments, improve visibility of Council initiatives, and empower residents to engage more meaningfully with local projects and resources.