Dáil Éireann debate -
Thursday, 26 Mar 1998

Vol. 489 No. 2

Written Answers. - Customer Service.

Bernard Allen

Question:

132 Mr. Allen asked the Minister for Social, Community and Family Affairs if he will request all social welfare staff dealing with the public at employment exchange offices to wear name-tags in order to facilitate identification by customers. [7738/98]

Minister for Social, Community and Family Affairs (Mr D. Ahern)

My Department is committed to continuous improvement in the quality of service which we deliver to the public. There is a strong customer service culture among the staff in the Department and surveys indicate a high level of satisfaction among the public with the politeness and courtesy with which they are treated. A major customer service training programme is currently being delivered to staff and this is designed to further improve the standards in this area.

It is the Department's policy that all letters to customers carry a contact name and telephone number and that staff members give their name in all telephone contacts with customers. Staff are also aware that they must identify themselves on request to members of the public.

The Department is considering the use of appropriate forms of identification by staff in local offices. There are a number of issues and concerns in relation to this which are being addressed. In the meantime, there should be no difficulty in relation to identifying a member of staff where the need arises.