Wednesday, 14 July 2021

Ceisteanna (25)

Thomas Pringle


25. Deputy Thomas Pringle asked the Tánaiste and Minister for Enterprise, Trade and Employment 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. [38240/21]

Amharc ar fhreagra

Freagraí scríofa (Ceist ar Enterprise)

My Department is committed to treating all our customers equally and to delivering the highest quality of customer service and has both a Customer Charter and Customer Service Action Plan in place. The Charter and Action Plan are aligned to the wider Public Service as part of the work of Our Public Service 2020, which is the framework for the development and innovation in Ireland’s public service.

Our Customer Charter outlines the standards of service customers can expect when corresponding with my Department. It provides details of contacts in the range of offices and agencies who assist my Department in the delivery of its programmes. It also sets out the steps to take in the event of customer dissatisfaction where they wish to make a complaint.

The Department’s Customer Service Action Plan 2019-2021 provides further clarity on how the Customer Charter commitments will be delivered in accordance with the guiding Principles of Quality Customer Service across the public service. By adhering to the 12 principles of customer service we are proactive in providing clear, timely and accurate information. We acknowledge all written correspondences within 5 working days and respond within 15 working days. Our response provides a contact name, phone number, e-mail address and reference number. If correspondence is received in Irish, we duly respond in Irish. We do not hold detailed records by category of correspondence types.