Vol. 491 No. 7
224 Mr. R. Bruton asked the Minister for Education and Science the number of customer focus groups at work within his Department; the service areas covered; the system for recruiting participants; and the reports and recommendations emerging to date for these groups. [13284/98]
Customer service is receiving attention in all areas of my Department in particular in relation to the improvement of information for its customers. Earlier this year it published a statement on customer service which outlined its approach to this important issue. As part of the initiative on customer service, specific focus groups have been set up in the planning and building unit and in the higher education grants section, where the focus is on external customers, and in personnel section, where the focus is on internal customers. It is intended to establish further groups later this year in other areas of the Department yet to be finalised. Participants in these groups, who may either be nominated or volunteer to be involved, are representative of both management and line staff. No formal reports are produced by these groups. Instead they focus on preparing action plans which are constantly evolving as the needs of customers change and/or are clarified.
