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Dáil Éireann debate -
Tuesday, 30 Jan 2001

Vol. 529 No. 1

Written Answers. - Departmental E-mail System.

Richard Bruton

Question:

490 Mr. R. Bruton asked the Minister for Finance the arrangements he has in place to respond to e-mail queries to the address posted on the Department's website; the number of e-mail queries received during the last quarter of 2000; the number of these which had not received any response from the Department by 19 January 2001; and if he will make a statement on the adequacy of the system for responding to such e-mail queries. [1958/01]

In general the Department aims to have responses to e-mails sent out in line with our customer service standards. Under our customer service standards action plan, the Department introduced a code of practice for handling correspondence from members of the public. This code of practice, which also applies to e-mails, ensures that all correspondence is replied to promptly and with courtesy. The main e-mail address for inquiries to the Department of Finance is webmaster@finance.irlgov.ie, although for the convenience of our clients e-mail addresses for different sections and officials of the Department and for the Minister for Finance are also posted to the website.

In the last quarter of 2000 approximately 800 e-mails were sent to the webmaster mailbox alone. These were opened by staff of the press office and were responded to immediately where possible, or forwarded to the relevant sections of the Department for direct reply. It is not possible to provide the Deputy with the exact number of e-mails not responded to by 19 January. This is due to a number of factors. A number of e-mails are replied to but for technical reasons the e-mail does not transmit due to a fault with the intended recipient's e-mail address or some other technical problem. In certain circumstances e-mails do not require a response, for example, multiple versions of the same e-mail or the type of junk mail or advertising circulars that are in no way relevant or appropriate to the business of the Department of Finance. The Department is a member of the QCS Officers Network which operates under the SMI unit in the Department of the Taoiseach. The issue of ensuring a quality customer service to members of the public who e-mail the Department is currently under discussion at this network group.
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