Vol. 500 No. 6
113 Dr. Upton asked the Minister for Social, Community and Family Affairs if he will give details of the purpose and cost of any research on public opinion undertaken in his Department in 1998; and if he will make a statement on the matter. [4680/99]
Consultation with customers is an integral part of my Department's work and the Department's customer action plan includes targets in relation to customer consultation for each service area of the Department. The objective of the consultation process is to ensure that services and supports continue to be delivered in a way which is responsive to the needs of customers and to obtain the views of customers in relation to future planned developments in this area.
Customer consultation takes place through customer surveys; customer panels where customers meet staff locally about issues of mutual concern; comment cards available in local offices; liaison with customer representative organisations and with the voluntary and community sectors. It is not possible to quantify the cost of such customer consultation which is carried out as part of the normal work of staff. From time to time the Department also commissions independent surveys of customers, and of the public generally, to assess the level of service and highlight areas where improvements might be made. The last such major survey was carried out in 1996 at a total cost of some £48,000. It is intended to undertake a further such survey later this year. Finally, an element of customer research may form part of studies which are commissioned on particular schemes or services operated by the Department. This element, while in most cases it would form a relatively minor part of the overall research, is also a valuable source of customer reaction.
Consultation with customers will continue to have an integral role in the Department's drive for continuous improvement and in determining the future delivery of services.
114 Dr. Upton asked the Minister for Arts, Heritage, Gaeltacht and the Islands if she will give details of the purpose and cost of any research on public opinion undertaken in her Department in 1998; and if she will make a statement on the matter. [4681/99]
No such research was undertaken by my Department in 1998.
