My Department is committed to the provision of a high quality service to all its customers and to ensuring continuous improvement in the standard of service provided. As part of the Civil Service modernisation programme, new principles of quality customer service were approved by the Government and published in 2000. I assure the Deputy that the implementation of the quality customer service principles across my Department's schemes and services will continue to be a priority.
Over recent years my Department has made significant strides in this area and has put a plan in place to create a more open, friendly and informal environment in which services can be delivered. To ensure that the approach meets the needs of customers, my Department constantly consults with and seeks feedback from customers through methods such as customer panels, customer service surveys and comment cards. In addition to consulting directly with customers, from time to time my Department commissions independent research into customer satisfaction levels. Last year, the Market Research Bureau of Ireland was employed to carry out a customer reaction survey, one of the objectives being to measure the reaction of customers to the services provided. The research findings show that overall satisfaction levels with the standard of service being provided remain high. In particular, the survey shows that there is recognition of improvements in public office accommodation.
My Department has a total of 57 social welfare local offices countrywide where members of the public may apply for social welfare entitlements. The provision of privacy facilities has been a priority in the design of new offices and the refurbishment of existing offices in recent years. The seated waiting area is sufficiently removed to ensure that confidential information may not be overheard. Background music has also been installed in a number of local offices to further enhance privacy. I accept we must continue to make progress in this area and my Department is currently considering the recommendations of a working group set up on foot of the MRBI findings.
Additional InformationIn addition to these offices, my Department also has 68 branch offices around the country which are situated in smaller towns. These offices, which offer a more restricted service to the public as they are confined to claims in regard to unemployment payments, are operated by branch managers employed on a contract basis. In general, the standard of accommodation being provided by branch managers has not kept pace with improvements in my Department's offices. While this is acknowledged by both my Department and the branch managers, who are endeavouring to improve the standard, the matter is kept under review.