Dáil Éireann Debate, Wednesday - 14 July 2021
174. Deputy Thomas Pringle asked the Minister for Defence if there are guidelines, written procedures or protocols or key performance indicators for acknowledgement of correspondence received and response to correspondence received, respectively by category of correspondence (details supplied) in tabular form; and if he will make a statement on the matter. [38238/21]
View answerMy Department is committed to the provision of the highest standard of Customer Service to the individuals and organisations with whom we interact. The Department of Defence and Defence Forces Customer Charter sets out the standards of service we aim to provide in accordance with the principles of quality Customer Service, as approved by Government.
The Department logs all contacts by Quarter. During 2020, the Department was contacted on a total of 236,774 occasions, either by telephone, post or e-mail. In summary, 98.7% of correspondence received was acknowledged within three working days and the rate of response within three working weeks was 99.8%. The statistics for 2021 approximately mirror those of 2020, and will be published in the 2021 Annual Report
In tabular form:
|
Overall totals for all correspondence received in 2020 |
Not acknowledged within 3 days |
Not replied to within 3 Weeks |
Queries in Irish |
|
236,977 |
2,729 |
573 |
0 |
|
First Q of 2021 |
|||
|
55,457 |
104 |
43 |
0 |
