Dáil Éireann Debate, Wednesday - 14 July 2021
55. Deputy Thomas Pringle asked the Minister for Transport 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. [38252/21]
View answerMy Department is fully committed to treating all of its customers equally and to delivering the highest quality of service. We do this in line with the Principles of Quality Customer Service. The Department’s document Customer Service Action Plan and Customer Charter 2020 - 2022 sets out the standards which customers can expect in all dealings with my Department and the steps we will take up to the end of 2022 to deliver on these commitments and standards.
As most of the staff of my Department have been working remotely since the start of Covid-19, we have been communicating with our customers mainly by telephone and email.
Covid-19 has generated a significant increase in the volume of correspondence being received by my Department in comparison to previous years. This has impacted on response times in some instances, but staff are working hard to meet the standards set out in the above document.
