Skip to main content
Normal View

Dáil Éireann debate -
Tuesday, 26 Feb 2002

Vol. 549 No. 3

Other Questions. - Social Welfare Offices.

Austin Deasy

Question:

37 Mr. Deasy asked the Minister for Social, Community and Family Affairs if members of the public applying for social welfare entitlements can do so in absolute privacy in all social welfare offices without their conversations being overheard by other members of the public. [6645/02]

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.

There has been considerable improvement in this area. However, there is still a problem with privacy. There is nothing more demeaning for a member of the public than to have to spell out his or her circumstances in front of an audience. Does the Minister agree that is undesirable? The fact that it is happening is borne out by the fact that there was consternation in the Minister's office when the question was tabled.

There was not consternation in my office. We strive all the time to ensure that privacy is maintained in offices. Last Friday I was in Wexford which has fine offices. One can see that people have full privacy in their dealings with the staff. I will shortly open a significant office in Dundalk where social welfare staff will have the maximum amount of privacy in their dealings with the public.

Surprise, surprise.

What will be the background music? Will it be "Arise and Follow Charlie"?

I will be proud to open it.

Written Answers follow Adjournment Debate.

Top
Share