Customer Service Experience

Customer Service Experience

Darach Glennon_newDarach Glennon is the Director for ICT Customer Service Experience for the Office of the CIO, HSE Ireland. Darach has vast experience in both the private and public sectors. He has worked with many US multinational medical device companies including Abbott Laboratories, Mallinckrodt Medical, Nellcor Puritan Bennett and Tyco Healthcare since 1990, running large scale ICT operations, data centres, Application development, ERP system deployments and specialising in company mergers at a European level. He joined the Irish health service as Director of ICT for the former Western Health Board, driving change while working for the CEO of that organisation.

Darach is a qualified facilitator, a TQM (total quality management) professional as well as being an ICT qualified professional. Since joining the public sector in 2002, he has led an ICT organisation at the most senior level and benchmarked ICT infrastructure across the Irish health sector for the first time.  He headed up ICT operations nationally, ICT Application Services and more recently Service Management in the office of the CIO.  He is now responsible for consolidating Service Management and the Infrastructure and Operations teams into the new Customer Service Experience function.   Over his career, he has been directly involved and responsible for all facets of ICT including strategy and delivery as well as being involved at a senior managerial level in non-ICT related developments in both sectors. 

Darach has taken up the role of creating a new national ICT Customer Service Experience function with the aim of creating and consolidating an ICT service culture across eHealth Ireland.

What is Customer Service Experience?

  • It is the amalgamation of the Infrastructure & Technology function and Service Management function of the OoCIO.   This new function is designed to cover end to end ICT service (People, process and technology)
  • It will have a customer service focus and will be the single point of contact for service consumers
  • A combination of both external and internal services delivered in a business focused and consistent way
  • It includes national functions such as ICT Service Desk, Health Agency engagement, Service Transition, Service Delivery, I&T Portfolio Management, Networks and Communications, Technology Deployment, Service Operations and Security Operations
  • It will be based on standard ITIL service management principles including standardised processes and continuous improvement programmes
  • Engage 3rd party suppliers / vendors in their service provision and endeavour to measure and improve same

Progress Update :

  • Over the next few weeks we will be publishing developments and a status of our integration between Service Management and Infrastructure & Operations

Projects within Customer Service Experience 

National Service Desk Update

The core functionality of Service Management relies on the establishment of a single national helpdesk with a single contact number for all of the HSE for requesting services and reporting incidents that have occurred.

This Service Desk is a convergence of the existing 8 helpdesks from around the country who have been re-aligned via the transformation of the Office of the CIO to its new Operating model. It will allow Service Management to target key areas of concern for our customers (the staff of the HSE), who will benefit from having access to a wider knowledge-base of expertise across the whole of the ICT function. This is the first step towards the enhancement of service delivery to the HSE user community in 2016 and onwards.

The initial rollout of the service is scheduled before the end of this year.

Critical Incident Management

One of the top priorities for the Service Management function is the creation of a national Critical Incident Management process whereby a single point of contact would manage an incident and steer it through to resolution.

The Critical Incident Manager is the liaison between the User community, the technical staff involved in bringing about a resolution, and 3rd party suppliers where necessary. They will provide regular updates to stakeholders until such time a resolution is reached, and they will carry out a Root Cause Analysis after the event to identify where measures can be put in place to alleviate or prevent the issue recurring.

The initial rollout of the service is live over the last few weeks and will continue to be fine tuned in the immediate future.