Vol. 539 No. 2
18 Mr. Deasy asked the Minister for Finance if he will ensure that all Departments are accessible directly by telephone by Deputies during normal working hours as is the case with the Department of Social, Community and Family Affairs inquiry lines. [18135/01]
All Departments are currently accessible directly by telephone during normal working hours. A quality customer service, QCS, initiative was launched throughout the Civil Service in 1997 as part of the strategic management initiative. The objective of quality customer service is to promote the wider adoption of improved customer service standards by all Departments in order to help the smooth despatch of public business. Each Minister is responsible for ensuring that quality customer services is provided in his or her Department. To facilitate this process, each Department is required to produce a customer service action plan indicating how full effect is given to various guiding principles for the delivery of quality customer service. Furthermore, the guidelines for the operation of the scheme of flexible working hours specify that there must be adequate staffing during normal working hours. This provision is to ensure that an adequate service is provided to Departments' customers, including telephone callers.
A code of practice for telephone use has been in operation in my Department for some time as part of its customer service action plan. Under this code every member of staff is required to answer all incoming telephone calls promptly and be as helpful and informative as possible.
I believe the Minister may have misinterpreted the question, which refers to direct access to various Departments for Deputies. He will be aware from his days on the back benches that the Department of Social, Community and Social Affairs has a particularly good service which is available to Deputies. I compliment those responsible for manning the telephones in that Department. There is a hot line in the Minister's Department where two girls are brilliant in sorting out problems. That is the kind of service to which Deputy Deasy referred. Other Departments, such as that of the Tanáiste, to which one can make several calls to the Minister's office—
And go through 40 answering machines.
Yes, a person has to press zero if looking for a particular section and 1 if waiting for it. Suddenly they have to go through the whole rigmarole again and do not know where they are. That is unsatisfactory. We need a direct line for Members. That service, as the Minister is aware, was never abused and provided for us in good faith. We operated it ourselves and numbers were not circulated. The two Departments in question are excellent. Other Departments should provide a similar service.
Is the GTN system still in use? I assume it is but I have received no directory for four years.
I will have to check that.
It is not.
It is no longer in use with all this new technology. I know what Deputy McGrath is referring to. When I was Minister for Social Welfare they had that system in place. It works effectively. I welcome the comments about my Department. I will bear in mind what the Deputy says and see if the system can be introduced to all Departments for Deputies.
In my time as Minister of Finance, and before, voicemail, which frustrates the Deputies, frustrates me twice as much. I can contact the Secretary General, the second secretaries and the important members of staff, but as I work my way down I get voicemails. I do not know if anyone is ever there. Like Deputy McGrath, I have no difficulty contacting the senior officials in my Department who answer the telephone them selves but below that with term and other breaks I always get voicemails. I will raise the matter myself and try to ensure Departments have at least two telephone lines available to Members by following the example of the Department of Social, Community and Family Affairs.
I hope the Minister will pass on my compliments.
I will.
