Dáil Éireann Debate, Thursday - 18 September 2014
66. Deputy Catherine Murphy asked the Tánaiste and Minister for Social Protection her plans to improve her Department's service to customers and the timeframe involved; and if she will make a statement on the matter. [35111/14]
View answerThe Department is committed to delivering a high quality customer service to all its customers. Each week the Department delivers social welfare payments to in excess of 1.5 million customers. In 2013, it answered 8.3 million telephone calls, processed 2.1 million applications and carried out 1.1 million control reviews.
The Department’s Customer Charter and Action Plan 2013-2015 sets out the level of service customers can expect when dealing with the Department and its commitment to provide a professional, efficient, courteous and timely service to all customers. It also outlines the Department’s commitment to improve its services over the lifetime of the plan. The Customer Charter is prominently displayed in all public offices and is also available on the Department’s website at www.welfare.ie.
The Charter and Action Plan was developed following extensive consultation with customers through surveys, customer panels and meetings with representative groups. These customer consultation platforms are still in place and participation from these groups assists in the development of policy and service delivery mechanisms.
There is also a strong focus on customer service training which is included in all management development, induction and role focused training, along with specific customer service training delivered throughout the Department.
The Department is committed to ensuring that a customer service ethos is embedded in everything it does and is embraced by everyone in the organisation.
If the Deputy has particular issues or concerns in mind, I would be happy to receive details of them.
