Dáil Éireann díospóireacht -
Thursday, 8 May 2003

Vol. 566 No. 2

Written Answers. - Job Creation.

Thomas P. Broughan

Ceist:

55 Mr. Broughan asked the Tánaiste and Minister for Enterprise, Trade and Employment if her attention has been drawn to a confidential report commissioned by Enterprise Ireland from a company (details supplied) which is highly critical of the agency's performance and its understanding of the needs of client companies; the steps being taken to address the problems identified in the report; and if she will make a statement on the matter. [12263/03]

Tánaiste and Minister for Enterprise, Trade and Employment (Ms Harney):

Internal reports such as that to which the Deputy refers are generally an operational matter for Enterprise Ireland and its board. Naturally, I am always interested in hearing the views of clients and I am satisfied that Enterprise Ireland also values such views and reacts to those views accordingly. Indeed, since its establishment in 1998, Enterprise Ireland has consistently sought regular feedback from clients regarding not only the issues facing them but also their views of Enterprise Ireland's impact, especially with regard to the agency's delivery and performance.

The purpose of the feedback is to inform and support the board of Enterprise Ireland and its executive in shaping the organisation's policies and action agenda. Input and feedback from clients has been sought in a variety of increasingly sophisticated ways such as: client attitude surveys, undertaken with over 400 clients by independent researchers in 2000 and 2002; client evaluations of specific events; formal chief executive officer-board meetings with clients in groups held quarterly; formal and informal website feedback; and informal feedback through client facing staff. Specifically, the client attitude surveys point up improvement opportunities and facilitate measurements of improvement of services. These act as benchmarks against which, over time, client perception of the organisation's performance can be measured to assess progress.

I note that the 2002 client attitude survey indicated client satisfaction with the improvements made by the agency in response to the issues which clients had raised two years earlier. However, it also pointed up areas where further substantial improvements needed to be effected. I am satisfied that EI has continuously responded to client feedback through developing organisation structures and roles on the one hand and directing resources towards delivering on client priorities on the other. This process is ongoing, as it should be. Indeed, I am heartened to see Enterprise Ireland being committed to continuous improvement, both in the services provided to clients and in the delivery of these services. This is facilitated by a genuine openness to feedback – both positive and critical – and a willingness to respond quickly and coherently to the issues as they emerge.

I am satisfied to note that the board of EI, on a biannual basis, will continue to receive full updates on client feedback bringing together the results of a number of different sources. I note that the board will receive such an update at its meeting on 14 May next.