Dáil Éireann Debate, Thursday - 8 September 2022
465. Deputy Richard Bruton asked the Minister for Public Expenditure and Reform if there is a general requirement across the public service that there must be a fallback paper-based option for access to public services for those who are not computer literate. [43653/22]
Amharc ar fhreagraThe potential to transform public service delivery through innovation and digital capability was clearly demonstrated during the public service response to the COVID-19 crisis. Our society is becoming increasingly digitalised and people expect to access their personal information and the services they need at the touch of a button and at a time that is convenient to them. The Government has set out its plans to create world-leading digital government services in Connecting Government 2030: a Digital and ICT Strategy for Ireland’s Public Service and in Civil Service Renewal 2030, the ten-year strategy for Civil Service reform.
It is, however, recognised that not all members of society can or wish to engage with services digitally. Therefore, while these plans are aimed at improving public services by making them easier and more convenient to use, we are also committed to improving the off-line experience for those who are unable or prefer to access services digitally. In this regard, my Department is currently hosting a public consultation process on digital public services and is engaging with representative organisations to ensure that people who may not be able to participate online are given an opportunity to give their views. Looking ahead, the next phase of Public Service transformation, which is currently being developed, will place a renewed focus on designing and implementing customer-centred services for the public.
All public service organisations have a responsibility to deliver quality services. The guidelines on implementing Customer Action Plans and Customer Charters under the Quality Customer Service (QCS) initiative developed by my Department clearly set out the standards of service that customers can expect. These guidelines assist organisations to adhere to the 12 principles of the QCS initiative. These guiding principles include equality, diversity, and (where feasible) customer choice in service delivery.
