{"id":4300437,"date":"2025-01-10T19:07:38","date_gmt":"2025-01-10T17:07:38","guid":{"rendered":"https:\/\/www.deptagency.com\/case\/giving-irish-citizens-better-access-to-health-services\/"},"modified":"2025-09-24T15:40:49","modified_gmt":"2025-09-24T13:40:49","slug":"giving-irish-citizens-better-access-to-health-services","status":"publish","type":"case","link":"https:\/\/www.deptagency.com\/en-au\/case\/giving-irish-citizens-better-access-to-health-services\/","title":{"rendered":"Giving Irish citizens better access to health services"},"content":{"rendered":"<div class=\"block-case-intro-title\">\n\t<p\tclass=\"text text-sans-128 block-case-intro-title__title\"\n\tdata-animation=\"slide\" data-animation-target=\"words\" >HSE<\/p><p\tclass=\"text text-sans-48 block-case-intro-title__text\"\n\tdata-animation=\"slide\" data-animation-target=\"words\" >Giving Irish citizens better access to health services<\/p><\/div>\n\n<div\n\t\tclass=\"image-wrap block-image__image-wrap\"\n\t\tdata-align=\"center center\"\n\t\t\t>\n\n\t\t\t<picture\n\t\tclass=\"image__picture\"\n\t\t\t\t>\n\t\t\t\n\t\t\t\n\t\t\t\n\t\t\t<img\n\t\t\t\tsrc=\"https:\/\/www.deptagency.com\/wp-content\/uploads\/2025\/01\/hse-logo-with-hand.jpg\"\n\t\t\t\tclass=\"image block-image__image\"\n\n\t\t\t\t\t\t\t\talt=\"HSE logo with hand \"\n\t\t\t\t\n\t\t\t\t\t\t\t\t\tloading=\"lazy\"\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\t\t\t\/>\n\t\t<\/picture>\n\t\n\t<\/div>\n\n<div class=\"block-case-intro js-block-case-intro\">\n\t\t\t<div class=\"block-case-intro__category-container\">\n\t\t\t<p\n\t\t\t\tclass=\"block-case-intro__category-header text-sans-16\"\n\t\t\t\tdata-animation=\"slide-fade\"\n\t\t\t\tdata-animation-delay=\"0.25\"\n\t\t\t>\n\t\t\t\t(&nbsp;&nbsp;Services&nbsp;&nbsp;)\n\t\t\t<\/p>\n\n\t\t\t<ul\n\t\t\t\tclass=\"block-case-intro__category-list text-sans-14 js-block-case-intro-category-list\"\n\t\t\t\tdata-animation=\"slide-fade\"\n\t\t\t\tdata-animation-target=\"inner-items\"\n\t\t\t\tdata-animation-delay=\"0.5\"\n\t\t\t\tdata-animation-stagger=\"0.1\"\n\t\t\t>\n\t\t\t\t\t\t\t\t\t<li class=\"block-case-intro__category-item\">\n\t\t\t\t\t\tCustomer Experience\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t<li class=\"block-case-intro__category-item\">\n\t\t\t\t\t\tTech &amp; Data\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t<\/ul>\n\t\t<\/div>\n\t\n\t<p\tclass=\"text text-sans-48 block-case-intro__title js-block-case-intro-title\"\n\tdata-animation=\"slide\" data-animation-target=\"words\" data-animation-stagger=\"0.005\" >The Health Service Executive (HSE) is Ireland\u2019s public health organisation, providing healthcare services to everyone in the country.<\/p><p\tclass=\"text text-sans-24 block-case-intro__text js-block-case-intro-text\"\n\tdata-animation=\"slideFade\" data-animation-target=\"paragraphs\" data-animation-delay=\"0.1\" >DEPT\u00ae has been a strategic partner since 2017, helping HSE improve Irish citizens\u2019 digital access to healthcare services. Through innovation, accessibility, and a user-focused approach, we\u2019ve helped transform HSE into a digital ecosystem that truly serves the people of Ireland.<\/p><\/div>\n\n<div\n\tclass=\"block-assets-and-copy js-block-assets-and-copy\"\n\tdata-variant=\"center-aligned-asset\"\n\tdata-content-align=\"center\"\n>\n\t\n\t\t\t\t\t<img\n\t\t\t\t\tsrc=\"https:\/\/www.deptagency.com\/wp-content\/uploads\/2025\/01\/hse-homepage-on-desktop.png\"\n\t\t\t\t\talt=\"HSE homepage on desktop\"\n\t\t\t\t\tclass=\"block-assets-and-copy__media js-block-assets-and-copy-media\"\n\t\t\t\t\tdata-animation=\"scale-fade\"\n\t\t\t\t>\n\t\t\t\n\t<\/div>\n\n<div\n\tclass=\"block-assets-and-copy js-block-assets-and-copy\"\n\tdata-variant=\"copy-only\"\n\tdata-content-align=\"center\"\n>\n\t<p\tclass=\"text text-sans-48 block-assets-and-copy__title\"\n\tdata-animation=\"slide\" data-animation-target=\"words\" >The vision that started it all<\/p><div\tdata-animation=\"slide-fade\" data-animation-target=\"inner-items-separate\" data-animation-delay=\"0.15\" data-animation-stagger=\"0.2\" class=\"block-assets-and-copy__content\" >\n\t<p\tclass=\"text text-sans-24 block-assets-and-copy__text\"\n\t>HSE approached DEPT\u00ae with a clear goal: to give Irish citizens better digital access to healthcare services.<br><br>While they had the vision, they needed help to innovate and bring it to life. We embedded ourselves within their organisation, working as one team. This collaboration enabled us to combine strategy, design, technology, and content to create exceptional digital experiences for patients and employees alike.<br><br>How could we use design and technology to make life easier for Irish citizens? By prioritising accessibility and addressing the varying needs of the HSE ecosystem, we helped users find the right content, understand it, and engage confidently with the Irish health service online.<\/p><\/div>\n\t\n\t<\/div>\n\n<div\n\tclass=\"block-assets-and-copy js-block-assets-and-copy\"\n\tdata-variant=\"left-aligned-asset\"\n\tdata-content-align=\"center\"\n>\n\t\n\t\t\t\t\t<img\n\t\t\t\t\tsrc=\"https:\/\/www.deptagency.com\/wp-content\/uploads\/2025\/01\/woman.jpg\"\n\t\t\t\t\talt=\"woman through blinds\"\n\t\t\t\t\tclass=\"block-assets-and-copy__media js-block-assets-and-copy-media\"\n\t\t\t\t\tdata-animation=\"scale-fade\"\n\t\t\t\t>\n\t\t\t\n\t<p\tclass=\"text text-sans-48 block-assets-and-copy__title\"\n\tdata-animation=\"slide\" data-animation-target=\"words\" >Aligning technology<\/p><div\tdata-animation=\"slide-fade\" data-animation-target=\"inner-items-separate\" data-animation-delay=\"0.15\" data-animation-stagger=\"0.2\" class=\"block-assets-and-copy__content\" >\n\t<p\tclass=\"text text-sans-24 block-assets-and-copy__text\"\n\t>Technology was the cornerstone of future success. However, HSE faced challenges with an outdated CMS, a rigid tech stack, and limited automation, all of which hindered innovation and scalability.<br><br>We implemented the following solutions to align their vision with a robust technical foundation:<\/p>\n<ul\n\tclass=\"list text-sans-24 block-list__list\"\n\t>\n\t<li><strong>New architecture:<\/strong> Improved service reliability (resulting in zero downtime since launch) and reduced response times by more than 50%. The system now autoscales during periods of high demand and includes regional redundancy for disaster recovery.<\/li><li><strong>Built-in security: <\/strong>We embedded security protocols from the outset, including penetration testing, reducing risks, and ensuring adherence to high standards. Automated testing allows efficient deployment of developments without additional effort or cost.<\/li><li><strong>A new CMS:<\/strong> Wagtail, the CMS that powers NHS and Gov.co.uk, was selected for its headless capabilities, security, and flexibility. This approach enabled streamlined content management and the swift deployment of new products.<\/li><\/ul>\n<\/div><\/div>\n\n<div\n\tclass=\"block-assets-and-copy js-block-assets-and-copy\"\n\tdata-variant=\"full-width-content\"\n\tdata-content-align=\"center\"\n>\n\t\n\t\t\t\t\t<div\n\t\t\t\t\tclass=\"block-assets-and-copy__media js-block-assets-and-copy-media\"\n\t\t\t\t\tdata-animation=\"scale-fade\"\n\t\t\t\t>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"js-block-assets-and-copy-video\"\n\t\t\t\t\t\t\tdata-plyr-provider=\"vimeo\"\n\t\t\t\t\t\t\tdata-plyr-embed-id=\"1045747283\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t><\/div>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t<\/div>\n\n<div\n\tclass=\"block-assets-and-copy js-block-assets-and-copy\"\n\tdata-variant=\"left-aligned-asset\"\n\tdata-content-align=\"center\"\n>\n\t\n\t\t\t\t\t<img\n\t\t\t\t\tsrc=\"https:\/\/www.deptagency.com\/wp-content\/uploads\/2025\/01\/petri-dish.jpg\"\n\t\t\t\t\talt=\"petri dish\"\n\t\t\t\t\tclass=\"block-assets-and-copy__media js-block-assets-and-copy-media\"\n\t\t\t\t\tdata-animation=\"scale-fade\"\n\t\t\t\t>\n\t\t\t\n\t<p\tclass=\"text text-sans-48 block-assets-and-copy__title\"\n\tdata-animation=\"slide\" data-animation-target=\"words\" >Improving accessibility for HSE.ie<\/p><div\tdata-animation=\"slide-fade\" data-animation-target=\"inner-items-separate\" data-animation-delay=\"0.15\" data-animation-stagger=\"0.2\" class=\"block-assets-and-copy__content\" >\n\t<p\tclass=\"text text-sans-24 block-assets-and-copy__text\"\n\t>HSE.ie is the main domain where most users begin their healthcare journey. Our research highlighted key issues:<\/p>\n<ul\n\tclass=\"list text-sans-24 block-list__list\"\n\t>\n\t<li>Users struggled to find help or engage with the organisation<\/li><li>Content was outdated and failed to meet basic accessibility standards<\/li><li>Information often did not align with user intent on search engines, leading to confusion about services<\/li><\/ul>\n\n<p\tclass=\"text text-sans-24 block-text__text\"\n\t>To address this, we created tailored experiences across dedicated subdomains:<\/p>\n\n<ul\n\tclass=\"list text-sans-24 block-list__list\"\n\t>\n\t<li><em><a href=\"https:\/\/www.hse.ie\/\" target=\"_blank\" rel=\"noreferrer noopener\">hse.ie<\/a>:<\/em> supports users seeking healthcare services<\/li><li><em><a href=\"http:\/\/healthservice.hse.ie\" target=\"_blank\" rel=\"noreferrer noopener\">healthservice.hse.ie<\/a>:<\/em> provides resources for staff to perform their duties<\/li><li><em><a href=\"http:\/\/about.hse.ie\" target=\"_blank\" rel=\"noreferrer noopener\">about.hse.ie<\/a>:<\/em> explains how HSE operates to the general public<\/li><\/ul>\n\n<p\tclass=\"text text-sans-24 block-text__text\"\n\t>By prioritising accessibility, we transformed the digital experience for millions. The old site\u2019s accessibility score of 65% has now risen to 92%, far exceeding industry benchmarks.<\/p>\n<\/div><\/div>\n\n<div\n\tclass=\"block-assets-and-copy js-block-assets-and-copy\"\n\tdata-variant=\"copy-only\"\n\tdata-content-align=\"center\"\n>\n\t<p\tclass=\"text text-sans-48 block-assets-and-copy__title\"\n\tdata-animation=\"slide\" data-animation-target=\"words\" >Accelerating products and services<\/p><div\tdata-animation=\"slide-fade\" data-animation-target=\"inner-items-separate\" data-animation-delay=\"0.15\" data-animation-stagger=\"0.2\" class=\"block-assets-and-copy__content\" >\n\t<p\tclass=\"text text-sans-24 block-assets-and-copy__text\"\n\t>With a new technical foundation and improved accessibility, we turned to HSE\u2019s next major goal: launching new products and services to enhance health outcomes for Irish users.<br><br>Thanks to streamlined processes, a headless CMS, and a containerised approach, agile development and deployment became seamless. Within a year, we launched several key products, including:<\/p>\n<ul\n\tclass=\"list text-sans-24 block-list__list\"\n\t>\n\t<li>Mental Health MindPlan: This tool, developed using Wagtail\/Django, React and Salesforce Service Cloud, provides tailored mental health advice. It features a fully accessible user experience, with a +96% completion rate since launch.<\/li><li>My Diabetes &amp; My Pregnancy: To deliver consistent health reminders, we used Adobe Campaign Standard to create an automated digital messaging workflow, complete with data management, email design, and a user-friendly interface.<\/li><\/ul>\n\n<p\tclass=\"text text-sans-24 block-text__text\"\n\t>These initiatives now serve thousands of users and continue to drive meaningful health outcomes.<\/p>\n<\/div>\n\t\n\t<\/div>\n\n<div class=\"block-stats-and-copy is-text-left\">\n\t\n\t\n\t\n\t<ul\n\t\tclass=\"block-stats-and-copy__cards is-content-left\"\n\t\tdata-animation=\"slide-fade\"\n\t\tdata-animation-target=\"inner-items\"\n\t\tdata-animation-delay=\"0.15\"\n\t\tdata-animation-stagger=\"0.15\">\n\t\t\t\t\t<li class=\"block-stats-and-copy__card\">\n\t\t\t\t<p class=\"block-stats-and-copy__card-title text-sans-76\">\n\t\t\t\t\t92%\t\t\t\t<\/p>\n\n\t\t\t\t<p class=\"block-stats-and-copy__card-subtitle text-sans-16\">\n\t\t\t\t\tAccessibility score\t\t\t\t<\/p>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"block-stats-and-copy__card\">\n\t\t\t\t<p class=\"block-stats-and-copy__card-title text-sans-76\">\n\t\t\t\t\t96%\t\t\t\t<\/p>\n\n\t\t\t\t<p class=\"block-stats-and-copy__card-subtitle text-sans-16\">\n\t\t\t\t\tCompletion rate for <br>My Mental Health Plan  \t\t\t\t<\/p>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"block-stats-and-copy__card\">\n\t\t\t\t<p class=\"block-stats-and-copy__card-title text-sans-76\">\n\t\t\t\t\t0 \t\t\t\t<\/p>\n\n\t\t\t\t<p class=\"block-stats-and-copy__card-subtitle text-sans-16\">\n\t\t\t\t\tDowntime since launch \t\t\t\t<\/p>\n\t\t\t<\/li>\n\t\t\t<\/div>\n<\/div>\n\n<div\n\tclass=\"block-assets-and-copy js-block-assets-and-copy\"\n\tdata-variant=\"copy-only\"\n\tdata-content-align=\"center\"\n>\n\t<h2\tclass=\"text text-sans-48 block-assets-and-copy__title\"\n\tdata-animation=\"slide\" data-animation-target=\"words\" >An innovative email solution<\/h2><div\tdata-animation=\"slide-fade\" data-animation-target=\"inner-items-separate\" data-animation-delay=\"0.15\" data-animation-stagger=\"0.2\" class=\"block-assets-and-copy__content\" >\n\t<p\tclass=\"text text-sans-24 block-assets-and-copy__text\"\n\t>HSE needed a secure and compliant method for sending emails to its 125,000 staff members. We deployed Adobe Campaign Classic v7 on-premise, isolated from external access, and tailored it with tiered permissions so that national, regional, and local users only see data for their respective areas.<br><br>A new component-based email design system, QA-tested on 47 devices, guarantees consistent rendering and slashes QA time.\u00a0<br><br>Because Adobe Campaign Classic v7 lacks a visual editor, we built one in Wagtail CMS, letting teams quickly craft on-brand emails within set guidelines. Content can now be reused across multiple marketing-automation platforms, future-proofing HSE\u2019s communications while saving hundreds of production hours.<\/p><\/div>\n\t\n\t<\/div>\n\n<div\n\tclass=\"block-assets-and-copy js-block-assets-and-copy has-less-t-space\"\n\tdata-variant=\"copy-only\"\n\tdata-content-align=\"center\"\n>\n\t<p\tclass=\"text text-sans-48 block-assets-and-copy__title\"\n\tdata-animation=\"slide\" data-animation-target=\"words\" >Looking to the future<\/p><div\tdata-animation=\"slide-fade\" data-animation-target=\"inner-items-separate\" data-animation-delay=\"0.15\" data-animation-stagger=\"0.2\" class=\"block-assets-and-copy__content\" >\n\t<p\tclass=\"text text-sans-24 block-assets-and-copy__text\"\n\t>We\u2019re proud to support HSE\u2019s mission to improve healthcare for Ireland. By focusing on accessibility, simplicity, and innovation, we continue to deliver value through consulting, technology, and marketing.<br><br>What\u2019s next? Our roadmap includes AI integration, supporting the new HSE Patient App, strengthening security measures, and delivering managed technology training. All of this will ensure we provide the best possible service for Irish citizens.<\/p><\/div>\n\t\n\t<\/div>\n\n<div class=\"block-case-credits js-block-case-credits\">\n\t\t\t<p\n\t\t\tclass=\"block-case-credits__awards-label\"\n\t\t\tdata-animation=\"slide\"\n\t\t\tdata-animation-target=\"words\"\n\t\t\tdata-animation-stagger=\"0.015\"\n\t\t>\n\t\t\tAwards &amp; recognition\t\t<\/p>\n\t\n\t\t\t<div\n\t\t\tclass=\"block-case-credits__awards\"\n\t\t\tdata-animation=\"slide-fade\"\n\t\t\tdata-animation-target=\"inner-items\"\n\t\t\tdata-animation-delay=\"0.25\"\n\t\t\tdata-animation-stagger=\"0.1\"\n\t\t>\n\t\t\t<div class=\"block-case-credits__awards-header text-sans-16\">\n\t\t\t\t<p><span aria-hidden=\"true\">(&nbsp;&nbsp;<\/span>Award<span aria-hidden=\"true\">&nbsp;&nbsp;)<\/span><\/p>\n\t\t\t\t<p><span aria-hidden=\"true\">(&nbsp;&nbsp;<\/span>Year<span aria-hidden=\"true\">&nbsp;&nbsp;)<\/span><\/p>\n\t\t\t\t<p><span aria-hidden=\"true\">(&nbsp;&nbsp;<\/span>Category<span aria-hidden=\"true\">&nbsp;&nbsp;)<\/span><\/p>\n\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<div class=\"block-case-credits__award\">\n\t\t\t\t\t<p class=\"block-case-credits__award-name text-sans-14\">\n\t\t\t\t\t\tIreland eGovernment Awards\t\t\t\t\t<\/p>\n\n\t\t\t\t\t<p class=\"block-case-credits__award-year text-sans-18\">\n\t\t\t\t\t\t2024\t\t\t\t\t<\/p>\n\n\t\t\t\t\t<p class=\"block-case-credits__award-description text-sans-18\">\n\t\t\t\t\t\t\u00a0Digital Health &amp; Telemedicine\t\t\t\t\t<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\n\t<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":40,"featured_media":4277216,"template":"","meta":{"_acf_changed":false,"es_utils_meta_schema":"","member_job_title":"","member_linkedin_url":"","dept_alt_featured_image":[],"dept_algolia_noindex":false,"dept_algolia_featured":false,"dept_accent_color":"#8804A3","dept_next_case_accent_color":"","dept_case_video":{"type":"local"},"footnotes":""},"client":[203],"case-category":[42672,42675],"award":[],"case-industry":[42678,42684],"person":[737],"class_list":["post-4300437","case","type-case","status-publish","has-post-thumbnail","hentry"],"acf":{"dept_is_3q_page":false,"dept_current_cpt_partner":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.3 - 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