Dáil Éireann Debate, Thursday - 24 March 2022
280. Deputy Jennifer Whitmore asked the Minister for Social Protection if she intends to carry out a review of the way that her Department communicates with persons to ensure this is done so in a compassionate and consistent manner; and if she will make a statement on the matter. [15543/22]
View answerMy Department communicates with its customers through a number of channels - namely by post, phone, online, public information campaigns and face to face. In 2020, over 1.6 million people received a weekly Social Welfare payment from my Department in respect of over 2.3 million beneficiaries.
Over the past two years, as a result of the COVID-19 pandemic, communication with customers was encouraged through online and phone channels. This was in line with public health guidelines, and with the key objective of keeping our customers and staff safe.
The Department's Statement of Strategy places the customer at the centre with the first high level objective being to 'Put the Client at the Centre of Policy and Service Delivery'.
My Department also has a Customer Service Charter and Customer Action Plan, 2020-2022. Quality customer service is a key priority for the Department and this charter sets out the level of service customers can expect when dealing with my Department. This charter also provides details of the process whereby a customer can give feedback on the service provided, either by way of comments, suggestions, compliments or complaints. This feedback assists and informs my Department in how to ensure that the best possible customer service is provided. My Department will also consider customer feedback and is committed to continuously improving customer service and how we communicate with those individuals who avail of our services.
