CSE Management Staff Day: Driving Service Excellence and Future Growth
The Customer Service Experience (CSE) Management Staff Day took place in the Tullamore Court Hotel on the 5th of February 2025. Darach Glennon, Director of CSE opened the day by welcoming and thanking everyone for attending. Darach spoke about the many achievements of the CSE teams over the last 12 months and highlighted the importance of sharing the work completed in CSE to the wider HSE Technology and Transformation teams by contributing to lunch and learns, e-zine and other communications channels.
He also complimented the team for the development of many of the ITIL services that have been implemented and matured over the last few years and indeed the excellent set of KPI’s and Management/ Power BI reports that help the team to monitor and measure all of the inter-related services we provide to both T&T colleagues and the wider user community. Attendees were treated to presentations from functions within CSE, Service Operations, Service Transition and Strategic Application Services. The following completed presentations on their respective areas/projects: James Lee, Alan McKenny, James Conlon, Tim Murray, Kevin Walsh, Gary O’Brien, Matthew Burke, Daniel Friedmann, Mark Ryan, Martin Sweeney, Nicholas Fox, Sri Harigunasekaran and Tommy Tallon. The presentations on the day received overwhelmingly positive feedback. The day’s success and enjoyment was largely due to the attendees’ active participation in the lively Q&A sessions. There was a general air of excitement in the room as some colleagues had not seen one another in person for some time due to the nature, demand and pressure of services that CSE provide on a daily basis.
After lunch, the teams split into groups for a round table exercise to discuss CSE developmental opportunities. Some of these discussions focused on fostering information and knowledge sharing across CSE functions including how to communicate better with other teams in T&T. It was suggested that CSE look at establishing a group to explore opportunities in Automation and AI and identify training opportunities in line with T&T development and standards working with other T&T departments who are leading out in those areas. CSE Management recognises the rapid organisational changes taking place within the HSE and associated challenges therein. CSE Management will look at focusing on delivering service improvements within the current environment and embracing the new regional structures to help support them to successful delivery of services. As the day drew to and end, Darach Glennon closed out the day with a recap on the topics covered and thanked the team for their attendance and participation. A follow up set of actions brainstormed on the day are already being proactively pursued and it is planned that the group will meet again later this year to look at other CSE staff day opportunities and include other members of the T&T senior management team to attend.
