Dáil Éireann debate -
Thursday, 10 Oct 2002

Vol. 555 No. 1

Written Answers. - Customer Service.

Bernard J. Durkan

Question:

378 Mr. Durkan asked the Minister for the Environment and Local Government if he is satisfied with the delivery of service through local authorities to the general public; if he is conscious of the difficulty being experienced when trying to make telephone contact with departments in local authorities; and if he will make a statement on the matter. [17853/02]

Minister for the Environment and Local Government (Mr. Cullen)

The delivery of quality customer service in local authorities is a core objective of the ongoing reform programme in local government as set out in Better Local Government. In line with this and as part of the strategic management initiative, each local authority has prepared a customer action plan. These plans set out the standards of service which customers can expect, strategies for improvement and appropriate measures of performance. As an integral part of local authorities' corporate plans, each local authority must provide an annual report to the council on progress made in implementing its customer action plan.

As regards customers experiencing difficulties with any aspect of service, all local authorities either have or are putting in place customer complaints systems. These will be used to try and satisfy the complainant as far as possible and to improve the delivery of customer service generally. This includes matters such as telephone answering, correspondence and general public interface.

Question No. 379 answered with Question No. 321.

Question No. 380 answered with Question No. 235.