Vol. 516 No. 4
15 Mr. O'Shea asked the Minister for the Marine and Natural Resources the plans, if any, he has to implement the recommendations contained in the report of the All-Party Committee on the SMI regarding quality customer service in the sea fishing sector in his Department; and if he will make a statement on the matter. [8183/00]
As I stated in an earlier reply, the Department is preparing a comprehensive response to the committee's report. We fully acknowledge the need for improved standards of service by the Department to the sea fishing sector and to all our client groups.
Priority is being given to systematic upgrading of the quality of customer service across the Department and a number of initiatives are already under way which will address, generally and specifically, customer service recommendations contained in the report. The Department's recently appointed customer service manager is overseeing the implementation of these initiatives and will play a key role in monitoring customer service standards across the Department.
The report itself acknowledges that progress has already been made in some respects and has underlined the challenge faced by the Department given the serious resource constraints to be overcome and the very diverse customer base which makes up the sea fishing sector in particular.
Where will this customer service be located? How many staff will be involved and what is the policy of the service in relation to the Department?
There will be no specific customer service area. It will apply right across the Department. Behind the intention to improve customer service is a belief and a philosophy that the customer is always right. That is how it is in the private sector. That is how it should be in the public sector. We have a distance to go. It is as easy to be positive and civil in answering people as it is to be negative. The perception among the public is that the first answer one gets from a Department is "no". With training, with concentration of minds, the Irish Civil Service can be the equal of or better than any other. We have to concentrate on that. That does not apply just to my Department. It applies right across the board. The report of the all-party committee has begun a debate that will be beneficial. I welcome it. As I indicated earlier, none of us is so good that we cannot be better. That is the standpoint from which I will start.
I do not disagree with the Minister's objectives. I hope what he says comes about. Over many years in public life the message I have received from people working in the industry is one of lack of service from the Department, mainly because facilities and particularly manpower have been in very short supply.
Will the Minister confirm whether a customer service manager has been appointed by the Department of the Marine and Natural Resources? With regard to the specific recommendation on training throughout different Departments, training is ongoing in the Civil Service, but it is at clerical officer and staff officer grade. Decisions are made higher up, and unless training percolates through all areas, we will not achieve the type of change that is required. Will the Minister comment?
The Department has appointed a customer service manager who will oversee the business of customer service up the line. I believe the customer is right, whether he or she is dealing with civil servants at clerical officer level or at the level of Secretary General. I am sure every Department aspires to that. They will be encouraged to do so. I thank the Deputy for raising the issue. As I indicated, it will be much easier for everyone if we have a customer friendly approach.
