Michael Noonan
Question:3 Mr. Noonan asked the Taoiseach if he will report on the implementation within his Department of the strategic management initiative; and if he will make a statement on the matter. [24823/01]
Ceisteanna – Questions. - Strategic Management Initiative.
Ruairí Quinn
Question:4 Mr. Quinn asked the Taoiseach the progress made to date within his Department on the strategic management initiative; and if he will make a statement on the matter. [26416/01]
I propose to take Questions Nos. 3 and 4 together.
A change management unit has been established to support the implementation of the modernisation programme for my Department and progress is being made on a number of fronts. As I indicated in my response on 3 July, performance indicators for the modernisation programme have been drawn up and forwarded to the Civil Service quality assurance group.
In relation to business planning, the strategy statement for the period 2001-03 is due to be published shortly. The divisional business planning process is embedded within the overall management process of the Department and links are being developed with individual staff objectives as the performance management and development system is implemented. All staff have attended a presentation on the performance management system and comprehensive training courses are ongoing. As a further support for staff, career development training is currently under way, focusing on the development of the core competencies identified for the Department.
A customer action plan for 2001-04 has been published and made available on my Department's website. Customer surveys were carried out in June 2000 and March 2001 and the results have informed the new action plan. A summary of the survey results has been published with the plan. My Department has been involved in providing central co-ordination and impetus to the Information Society and e-public service agenda. Internally, it has prepared its e-strategy and is engaged in a number of e-government projects, notably the e-Cabinet project and the upgrading of the website.
Work is under way on a number of human resource management initiatives, including the reorientation of the human resource function, the upgrading of training facilities and the development of an integrated human resource strategy and staff development plan. A survey will be issued to all staff shortly as part of the consulta tive process for the plan. In addition, a gender equality policy for the Department has been agreed as part of the partnership process and circulated to all staff.
My Department is among the leading Departments in implementing the new management information framework. Phase 1 of the project, the formulation of a comprehensive implementation strategy, was completed in March 2000. Additional resources, including a professional accountant, were assigned in October 2000. Phase 2 of the project is now under way, whereby a new financial management computer system has been selected and is expected to be implemented by June 2002. The approach used by my Department has since been adopted as a model by a number of other Departments.
Is the Taoiseach aware of the report of the Information Commissioner which was published last summer? It criticises civil servants for not keeping adequate records. For example, despite a year-long fraud investigation in the Department of Agriculture, Food and Rural Development, no records were kept about the investigation. The Information Commissioner was also critical of certain doctors in public employ not keeping medical records which were relevant to their patients. Is that report being examined by the strategic management committee with a view to ensuring that the records which are necessary for the proper running of the public services are kept?
I am not aware of the details of the issues raised because they are not part of the work in which I am involved. However, the strategic management initiative in the Departments which would cover those areas is trying to create an environment where not alone are records and facts kept, but they are kept in the most efficient way. It is also seeking to ensure that Departments use modern technology and performance indicators, are keeping abreast of the modernisation programme and are giving quality assurances to customers. As part of that process, the initiative is endeavouring to bring with it the staff and recruitment functions, appointment systems and all other areas that make up the normal clerical aspects of a Civil Service Department so there will be modern streamlined systems.
That is what SMI is endeavouring to do and there are a number of sub-committees working on these issues. I will mention the matters raised by the Deputy. They are not within the remit of my Department but I am sure they are issues the committee is examining.
The Taoiseach referred in his reply to the customers of the Department of the Taoiseach. Who does the Taoiseach regard as his Department's customers?
The public. My Department, like all Departments, published a new customer action plan for the years 2001 to 2004. A survey of external customers was carried out in March to monitor customer service levels. It covered all users, including other agencies. In addition, all employees will shortly be invited to respond to a survey which will include questions relating to internal customer service, which are the services within the Department. The customer information referral system is being used to look at the people who use the Department and the public generally.
Is the Taoiseach aware of a report on the Revenue Commissioners by the Oireachtas committee on strategic management which recommended that persons who are out of pocket due to mistakes by the Revenue Commissioners should be compensated? Does the Taoiseach agree with this proposal and what steps is he taking to ensure that such a scheme is put in place?
I am aware of the report's recommendation regarding members of the public who are left short over a period because of errors, faults or difficulties. They could be surcharged if the positions were reversed. They should therefore not be forced to suffer by reason of neglect on the part of Revenue. There have been cases brought to the notice of SMI and cases raised by the staff on the issues of marketing and other issues within the Departments. As regards issues in the Department of Finance, I am not aware of what will happen. I think there is a case because I am aware of cases where somebody could be out of pocket for a substantial amount of money for a considerable length of time.
Now that the Taoiseach has confirmed that he believes there is a case for compensating taxpayers who are out of pocket due to mistakes made by the Revenue Commissioners, would he go on a little bit further and say that the forthcoming Finance Bill will contain measures to set up such a scheme?
I said the case has been made but it is a matter for the Minister for Finance. I am sure the Deputy is aware that this is not the first time this case has been made but nowadays the amounts of money involved can be quite large. I am aware of one such case where there is a large amount of money involved.
The Taoiseach would want to do something about it.
That is a matter for the Minister for Finance.
The report makes clear it is wrong that it has been rejected for the past 30 years. It says it should not be rejected.
Is the Taoiseach then thinking about it?
The Minister, not me.