Driving towards the future

One of the biggest projects currently underway in the Road Safety Authority (RSA) is the Integrated Customer Journey (ICJ), focussed on providing Driving Licence customers with a seamless journey through the various stages of the licensing process, writes Moyagh Murdock, CEO of the RSA.

The ICJ ranges from learning to drive as a young person covering the driver theory test, the learner permit process, mandatory driving lessons, the driving test all the way through to the final application for a full driving licence and ultimately for the higher-class professional drivers’ licence. At the moment a customer has to interact, separately, with lots of different parts of the organisation, as he or she moves onto the next milestone. It also involves having to provide the same application information multiple times. What we want to do is reuse existing data that’s been provided to us

by the customer so that they do not have to present the same documentation at various stages of the application process. We want to apply the “build once, use often” principle.

This really is about reducing the administrative burden on both the customer and the RSA so that the efficiency of doing business is improved, time is saved, processing errors are minimised and customers benefit from a fast efficient service. The need to visit an RSA service centre in person will be eliminated. It will be an effective platform for the future of RSA where digital and online will be the norm.

When completed an online ‘portal’ will allow the customer to set their driving goal and see a clear journey map to achieve it and view data driven information that assists them in understanding the requirements to access a service based on their data. Data protection rights of the individual are fundamental to the solution design process, which is centred on privacy by design and by default.

Two examples of what it will do in practice are the way people apply for a driving test and a driving licence.

The driving test booking process will improve the customer experience by allowing the customer to fully manage their driving test booking, to self-serve effectively. The service will be more responsive to changes in demand for driving tests and enable better resource allocation and planning across the regional test centres. Crucially it will help us to identify customer behaviour and trends – for example identifying the causes of customers who are unsuccessful in passing their driving test and providing evidence based feedback to driver education stakeholders for the benefit of road safety.

Applying for a driving licence is currently done though our National Driver Licence Service (NDLS) where a customer applies in person at a high street office which verifies the identity of the customer. The RSA went live with Phase I of an online application service on 29 June 2018 allowing customers who were renewing licences and do not require supporting documentation to apply online. The online service is accessed through MyGovID. This changed the NDLS to a two-channel application process – using the front office and using an online service.

We are now well advanced in developing Phase II of the online channel with delivery planned for October 2019. This will allow all customers to apply online or approximately 650,000 renewals and new full licence applications per year.

Critically this will all be facilitated through the new portal so that it becomes a one stop shop for customers learning to drive. In the future, it will be the gateway to accessing other RSA services.

The ICJ is a core goal of the RSA’s Corporate Strategy vision – to save lives on our roads. It is in line with the Government’s digital strategy which promotes convenient, intuitive and joined up digital services for citizens.

T: 09 625 000
E: info@rsa.ie
W: www.rsa.ie





Barry Doyle

Since graduating with an MSc in Geographical Information Systems (GIS) in 1994 Barry has worked as a GIS / IT professional and business consultant in various roles in both the public and private sector in Ireland. With over 13 years’ experience working as a Project Leader in the Irish Local Government Sector Barry has been responsible for leading and delivering various innovative projects at both a Local Authority and Sectoral level with a particular focus on Digital Transformation, Geographical Information Systems, Information Management and Open Data.

Prior to joining Galway County Council in November 2018 Barry championed, defined and led the Digital Transformation Programme in Roscommon Country Council with the overall aim of embracing opportunities presented by ongoing advances in the digital technologies, broadband availability and capacity, and Cloud based enterprise solutions to transform how the Council provides services to, and interacts with, the citizens it serves. In line with this Barry completed a Special Certificate in Designing Innovative Services with Cork Institute of Technology in 2018.


Gemma Garvan

Gemma Garvan is Director of Informatics at St James’s Hospital in Dublin which last year became the first digital acute hospital in Ireland, which is the start of a landmark change for how care is delivered.  Gemma is an experienced Health Informatics Leader with a demonstrated history of working in the hospital and health care industry.  Prior to taking up her role at St James’s Hospital in 2018 she was Head of Access to Information at Healthlink. Gemma began work as an analyst programmer with The National Healthlink Project and moved into a project management role over a decade ago. Gemma has a BSc in computer science and software engineering and an MA from Trinity College in Dublin.

Barry Lowry

Barry Lowry is CIO for the Department of Public Expenditure and Reform, a position he was appointed to in 2016. He is tasked with delivering the Public Service ICT Strategy. Prior to 2016, he spent almost 35 years in the Northern Ireland Civil Service (NICS) on work ranging from the programming of mainframe computers to operating as a team leader in the design of client server systems. For the five years prior to his appointment, Lowry was the director who oversaw the establishment of ICT shared services in NICS. He also operated as the Head of Profession for ICT. In 2011 he was voted the Northern Ireland IT Professional of the Year by his associates.

Aileen McHugh
Kieran O’Hea

A native of Cork, Kieran O’Hea is Leicester City Council’s Head of Smart Cities, where he is leading the implementation of a Smart City Strategy that is city-needs led and demand-driven. He was formerly Chief Digital Officer of Brisbane, where he led the development of the city’s digital economy strategy. Before focusing on city strategies, Kieran led the development of digital strategies for a number of government agencies in Dublin. He has also worked for the European Commission, developing funding programmes in the area of digital content.

Donal Spellman


Tim Willoughby

Tim Willoughby is Head of Digital Services and Innovation at An Garda Síochána. He was formerly CTO of the LGMA, with over 20 years in a number of Senior Management and Technical Roles in the Local Government Sector. He has been working in the Public service for almost 28 years. Tim has a Civil Engineering Degree from TCD and a Masters in Innovation from the University of Ulster.

Moyagh Murdock

Moyagh Murdock has been in the transport sector for over 20 years in various capacities. Currently, Moyagh is the Chief Executive Officer at the Road Safety Authority. In her early career she spent 10 years in the airline industry having worked at Bombardier in Belfast as an aircraft systems engineer. She was then Chief Operating Officer for Bus Éireann having joined the Company in 2007 as the Deputy Chief Mechanical Engineer with responsibility for the fleet maintenance and garage operations. In 2012 she was awarded an MBA from Dublin City University (DCU) and holds a Certificate of Professional Competence in Road Transport Operations Management.

Caron Alexander

Caron Alexander is Director of Digital Shared Services at the Northern Ireland Civil Service.  She has more than 30 years of experience in the UK public sector.  Caron is responsible for providing ICT shared services to 27,000 staff, for the NI citizen portal www.nidirect.gov.uk and contact centre services, delivering the NI Digital Transformation Programme and driving forward the NI Open Data agenda.  Previously Caron held a number of senior technical, programme and change management roles in the Northern Ireland Civil Service.

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Michael Redmond
Michael Redmond is Chief Operating Officer at the Office of the CIO/eHealthIreland. A highly experienced leader within eHealth and Digital, Michael has a reputation for delivering results, driving excellence and building capability in each and every one of his career roles to date. Hugely experienced across the public sector, he is known to be acutely customer focussed; his strategy of simplifying the digital agenda resonates with the C-suite, staff and the general public alike. As COO, Michael manages the largest ICT investment budget in the whole public sector. Also a qualified and certified CIO, Michael studied Computer Science at Trinity College Dublin.
In 2008, Stella founded Annertech, Ireland’s leading open-source digital agency. Since its inception, Annertech have grown to become the "go to" Drupal experts in Ireland and work with a variety of clients in both the private and public sectors. Stella is an active contributor to the Drupal open-source content management system, and maintains many modules including Commerce Realex, Commerce Donate and Code Review. She is a member of the international Drupal Security Team, and was recently chairperson of the Drupal Ireland Association.

Dominic Byrne is Head of Information Technology with Fingal County Council and has 26 years’ experience working in IT.  He holds a Degree in Information Technology and a Masters in Internet Systems.  He is responsible for managing the provision of IT services in Fingal County Council and his current interests include Digital Government, Smart Cities and Civic Tech.  He is a member of the Smart Dublin Executive Committee and the Public Bodies Working Group on Open Data.