·         Case Management System for Municipal Districts

Frank Guckian, Head of I.S. gave a presentation to the members on the progress of Digital Transformation in the Council:

·         Digital Transformation is the use of technology to change how the Council provides services. This is a cultural change that requires the organisation to embrace these new technologies

·         To date meetings management software, webcasting and mobile apps have been introduced

·         The next phase involves the rollout of a case management system for Municipal Districts, develop a service catalogue and digitise services.

·         The case management system is in pilot phase in the Roscommon MD whereby all queries from customers are logged on a new database, where previously they were manually logged.

·         Up to 2,000 cases are referred from Roads Department to MD and area offices annually while area staff can take up to 4,000 calls in addition to emails and personal callers.

·         There will be electronic forms for use by customers and automatic email response to queries. A customer can view progress of query online when they have account set up.

·         The pilot will finish in the Roscommon Area Office on 1^st March and roll out to the Castlerea AO in Q2 and the remaining offices by end of Q2.

In welcoming the project the members had the following queries:

·         What is the options available for this with no email facilities?

·         Will customers be able to assess progress on their query and receive an ongoing update?

·         Important to keep track of representations as it allows jobs to be completed more quickly.

·         Need to move one step further with use of app locations as this system in its current format does not allow for this. Members need technology and hardware to be able to take photos and upload this information. GPS location apps are essential; internet access is not always available.

·         Data Protection and GDPR restrictions in having forms signed is hampering councillors in their day to day queries for constituents

·         Important not to lose the relationship with the MD Coordinator as this is how more complex issues are resolved.

·         Will it be possible to have a workshop for councillors on new technology requirements and digital transformation for the incoming Council.

Frank Guckian confirmed that when a call is logged, a pin can be dropped on a map highlighting location.

Shane Tiernan, Director of Services confirmed to members that requirements regarding permission signatures will apply to sensitive data only as confirmed by revised guidelines from the Data Commissioner. These guidelines will be revised and rolled out to members. The new iteration of technology to be provided to Council members will be capable of dealing with these requirements in a safe and secure environment.

Concern was expressed with regard to ability to map exact locations e.g. mapping an exact location in a park to report an issue.  It is important to ensure that mapping or eircodes can be used accurately.

Members welcomed changes to the GDPR guidelines for members.

Frank Guckian urged the members to wait until the system can be viewed from end to end to see the extent of its capabilities as it is currently in pilot mode