WESTMEATH LOCAL AUTHORITIES CUSTOMER SERVICE ACTION PLAN

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1 WESTMEATH LOCAL AUTHORITIES CUSTOMER SERVICE ACTION PLAN

2 Contents Page Introduction 4 The Business of Westmeath Local Authorities 5 Our Mandate 5 Our Services 5 Our Customers 5 Our Service Indicators 6 Quality Customer Services Initiatives Implemented 7 Customer Charter 8 Implementation, Evaluation and Review of Plan 10 Appendices 11 Contact Names 11 Customer Service Complaints and Redress Procedure 12 Customer Service Liaison Officers 13 Customer Service Comments and Complaint Form 14 2

3 WESTMEATH LOCAL AUTHORITIES CORPORATE PLAN OUR MISSION STATEMENT To Lead the Economic, Social and Cultural Development of County Westmeath and to Deliver Quality Services CUSTOMER SERVICE OBJECTIVE Provide quality services in a professional manner. Quality interaction between Customers/Citizens, Staff and Elected Representatives Use of Information& Communications Technology in service delivery Provide clean, accessible public offices Deliver unified Local Authority Services to our Customers/Citizens 3

4 Introduction We are pleased to introduce this revised highlighting our commitment to the delivery of quality services as one of the core objectives contained in the Westmeath Local Authorities Corporate Plan Westmeath Local Authorities are committed to the continued provision of a quality service to our customers which embraces and includes amongst other issues, the quality of our decision making process, the efficiency and effectiveness of our operations, the level and quality of service provided, the standard of our facilities and our ability to adapt in a complex and changing environment. This incorporates a Customer Care Charter of rights and entitlements for customers and staff as well as detailing the level of services we are committed to providing. It has a Code of Practice for processing complaints and appeals, which will provide further clarity of service provision and transparency in our operations. The number of quality customer services initiatives implemented during the past five years and the proposed new initiatives are testimony to our continued commitment in providing a quality and cost effective service to our customers, promoting social inclusion and diversity, engaging in meaningful consultation and promoting active citizenship. We will continue to develop a professional and customer oriented culture. This culture will focus on delivering effectively, targeting resources to needs, embracing continuous learning, achieving further efficiency, increased customer involvement and full staff participation in a partnership context. The process of local government is a continuous challenge and subject to the influence of ongoing change in the external environment including economic social and political change. Westmeath will endeavour to promote the opportunities presented by such change and minimise any adverse impacts in the context of standards of public service delivery. Michael Dollard Cathaoirleach Daniel McLoughlin County Manager 4

5 The Business of Westmeath Local Authorities Mandate Westmeath Local Authorities (Westmeath County Council, Athlone Town Council and Town Council) administer Local Government in County Westmeath. Members are directly elected by the system of Proportional Representation every five years and make decisions on matters of policy and principle in the interests of the local community. The elected members are an important conduit between the Council and the wider Community and provide feedback on the perception of service provision. Our Customers Our external customers are any individual, business, government department, statutory body or community to whom Westmeath Local Authorities provides a service. Our internal customers are individual members of staff, departments and the elected members of Westmeath Local Authorities. Our Services Westmeath Local Authorities provide a diverse range of services and activities through various frontline Council services provided through our network of Area offices at, Castlepollard, Athlone and Kilbeggan. In addition to these services the Council works in partnership and close liaison with a variety of other organisations including government departments, statutory agencies, public authorities, business interests and community/voluntary groups to enhance the quality of life for the whole community. The activities and operations of Westmeath Local Authorities are managed and administered through four directorates: Housing, Community & Enterprise, Library & Arts, Fire & Emergency Services: Housing Construction Estate Management Social & Voluntary Housing Initiatives Affordable Housing Loans & Grants Traveller Accommodation Libraries & Arts County Development Board Community/Voluntary Forum Social Inclusion/Disability Fire & Emergency Services Water Services & Environment: Waste Management Litter Management Pollution Control Local Agenda 21 Water Services Water Conservation 5

6 Corporate Services, Economic Development, Enterprise & Recreation, Legal and Enforcement: Economic & Industrial Development Tourism Development Sport, Leisure, Recreation Planning Enforcement Building Control Human Resources Higher Education Grants Register of Electors Corporate Support Junior County Council Transportation & Planning: Roads Infrastructure Road Safety National Road Design Office Forward Planning Development Control Planning Enforcement Urban & Village Renewal Heritage and Conservation Our Service Indicators Westmeath Local Authorities report in the Annual Report on performance against a range of service indicators. We are also developing a range of additional local indicators which will also be reported on annually. Through our performance management system we will be setting targets and striving for continued improvement in our performance. 6

7 Customer Services Initiatives implemented New Civic Offices were opened in Athlone, Kilbeggan and Castlepollard incorporating dedicated Customer Service Units & Libraries providing Area based services in four electoral areas including planning, housing repairs, roads and water services. Motor Tax available in Athlone, Castlepollard and Offices. Customer Liaison Officers designated in all departments to manage and monitor Customer Service. Publication of Irish Language Scheme. Introduction of Performance Management Development System and a comprehensive training plan for staff. Introduction of the Cathaoirleach s Award Scheme. Publication of play policy and provision of playgrounds and multi use games areas. Introduction of a new Community Warden Service with additional duties across a wide range of functions. Lunch time opening. Published Performance indicators. Establishment of dedicated Planning and Enforcement Section. Comprehensive website and internal Intranet system providing a wide range of information on our services. Provision of online payments, Planning online and Library online. Establishment of an online Environmental Complaints System. Customer Service Initiatives in progress New Civic Headquarters with public interaction on one level including a dedicated customer service area, planning online terminals and a Housing Advice Bureau. New Branch Libraries in Moate and Kinnegad. Introduction of a new Customer Contact Management System to manage and monitor customer contacts and complaints. Implementation of Disability Action Plan. Redevelopment of the Council s website. Provision of an enhanced online planning service to facilitate the full viewing of planning files on the web. Lakeside Amenity Improvement programme to improve Tourism. Funding the appointment of three Sports Development Officers to work with schools and the marginalised to increase participation in the sport. Appointment of Development workers in Housing to work with Communities in Athlone and. Development of a major integrated sports and recreation facility in. The establishment of a Pre-Tenancy Repair Unit with a focus on the speedy turnaround of vacant houses and the management of major repairs. Enhanced Street Cleaning Programme. New customer complaints and redress system. Telephone monitoring and reporting system. 7

8 Customer Service Charter Our Commitment Westmeath Local Authorities will provide a quality service to you, the customer, in a professional and sensitive manner and implement the provisions relating to equal treatment and diversity established under Equality and Disability Legislation. General Information We will: Provide clear, helpful, accurate information that is relevant to your enquiry. Ensure that leaflets and forms are freely available in printed and electronic formats (where possible) and available in bilingual format on a phased basis. Continue to review and where possible simplify language in leaflets and application forms. Continue to develop and improve our internal and external websites and online access to services. Telephone Contact When contacting us by telephone you can expect that we will: Be polite and courteous and provide you with clear and accurate information. Always give you a contact name or telephone number. If we cannot answer your queries immediately, we will take your details and write or call you back within a nominated time. Respond quickly to voice mail messages normally within one working day at the latest. If we need to transfer your call to a colleague, we will explain why, we will give you that persons name and number and ensure that your call is properly transferred. Visitors to our Offices If you visit our Offices we will: Ensure that public reception areas are properly staffed during office opening hours. You are requested to deal with our front line staff as far as possible in relation to routine queries. Identify ourselves and be courteous and fair in all our dealings. Ensure privacy and confidentiality and use private meeting rooms where appropriate. Deal with your enquiry and provide any relevant information, which we have as quickly as possible. For non routine matters, or if you need to meet a specific person, it is advisable to make an appointment in advance. Written and Electronic Correspondence In corresponding with you we will: Acknowledge correspondence within 5 working days and issue a reply within 21 days excluding situations where statutory procedures apply. Use clear and simple language and only use technical terms when absolutely necessary. Include a contact name, telephone number, extension number, address and reference number (where appropriate) on all correspondence that we issue. Má scrìobhainn túchugainn as Gaeilge, freagróimid i ngaeilge. 8

9 Equality & Impartiality Ensure the rights to equal treatment established by equality legislation are adhered to and that people are dealt with in a like manner. Identify and work to eliminate barriers to access to services for people experiencing poverty and social exclusion, and for those facing geographic barriers to services. Physical Access We will: Provide accessible public offices. Facilitate access for people with disabilities and special needs as required under the Disability Act Choice We will Provide choice where feasible in service delivery including payment methods, location of contact points, opening hours and delivery times. Use website, radio, local press, public meetings etc. to communicate information promptly to customers. Provide services for those who wish to conduct their business through the medium of Irish. Our Performance We undertake to: Monitor & evaluate our performance by direct consultation with our Customers, and by our internal Customer Contact Management System. Publish details of performance achieved against Service Indicators across the range of services in our Annual Report and on our website. Complaints Procedure Complaints in relation to the quality of our services should be submitted on the Customer Complaint Form available at all our offices. Complaints can also be submitted via our website or by to or in person at any of our Customer Service Desks, libraries or public offices. All complaints received will be acknowledged within 1 week. Your complaint will be sent to the relevant department for direct reply. The Customer Services Liaison Officer (See Appendix 3) will review this matter and issue a decision within 3 weeks of receipt of the complaint. Where this is not possible and interim reply will be issued setting out the reasons for the delay in responding. Where a mistake has been made an apology and explanation will be offered and every effort will be made to rectify the matter. Where a complaint highlights that our processes or procedures are deficient every effort will be made to remedy the situation as quickly as possible. If you are not satisfied with the response of the Customer Service Liaison Officer, you may lodge an appeal to: Senior Executive Officer, Corporate Services, Westmeath County Council, County Buildings,, Telephone:

10 If you remain unsatisfied with our response to your complaint, you may lodge a complaint with the Ombudsman. The Ombudsman is a independent person who investigates complaints about the public service and its delivery of service. You can complain directly to the Ombudsman at any time. The Ombudsman will usually consider your complaint after it has been looked at under the complaints procedure. The Ombudsman address is: Ombudsman Office of the Ombudsman 18 Lower Leeson Street Dublin 2 This Charter confers rights on you. Councillors and members of staff are also entitled to the same levels of respect and courtesy from you the Customer. Role of the Customer Help us to help you We encourage ongoing feedback and suggestions on how our services might be further improved. Comment cards will be available in the reception area of our Offices and a corresponding facility will be added to our web site. We will also conduct surveys of our customers and clients to assess the quality of our services being provided. To assist us in meeting our service standards customers should: Provide accurate and comprehensive information including supporting documentation. Please quote reference numbers in all communications. Complete all application forms carefully, accurately and legibly before submission. Advise the local authority of changes in circumstances, which might have a bearing on an application. Treat our staff in the same way you would like to be treated yourself. Implementation, Evaluation and Review of Plan Regular feedback sessions for frontline staff coordinated by the Customer Service Liaison Officer, Corporate Services. Ongoing evaluation and analysis of customer complaints and redress facilitated by our Customer Contact Management System. Regular reports on Customer Service at Management meetings. Assessment of Customer Service in our Annual Report. 10

11 APPENDIX 1 Contact us Westmeath Local Authorities General Telephone and Emergency Number: (044) Web: www.westmeathcoco.ie OUR COUNCIL OFFICES ARE OPEN TO THE PUBLIC FROM 9AM TO 4PM INCLUDING LUNCHTIME OPENINGS Please see for opening hours of Recycling Centres and Libraries Telephone service is available from 9.00am to 5.00pm Monday to Thursday and 9.00am to 4.45pm on Friday Area Offices & Customer Service (Planning, Roads, Water & Housing Repair Services) Athlone Civic Centre Church Street Athlone Tel: (090) Fax: (090) Low Call Coole Area Office Civic Offices Castlepollard Tel: (044) Fax: (044) Low Call Kilbeggan Area Office Civic Offices Kilbeggan Tel: (057) Fax: (057) Low Call Area Office County Buildings Tel: (044) Low Call Fire Service Athlone Fire Station Beechpark Athlone Tel: 999 or 112 Emergencies Only Castlepollard Fire Station Castlepollard Tel: 999 or 112 Emergencies Only Kilbeggan Fire Station Main Street Kilbeggan Tel: 999 or 112 Emergencies Only Fire Station Business Park Tel: (044) Fax: (044) Library Service Athlone Branch Library Civic Offices Athlone Tel: (090) Fax: (090) Ballynacarrigy Branch Library Main Street Ballynacarrigy Tel: (044) Castlepollard Branch Library Civic Offices Castlepollard Tel: (044) Killucan Branch Library St. Joseph s Hall Killucan Tel: (044) Moate Branch Library The Courthouse Main Street Moate Tel: (044) Branch Library Church Avenue Tel: (044) Library Headquarters Dublin Road Tel: (044) Fax: (044) Fax: (044)

12 Environment Services Environment Ballydonagh Landfill Site Athlone Recycling Centre Recycling Bishopgate Street Ballydonagh, Golden Island Centre Dublin Road, Athlone. Tel: (044) Tel: (090) Tel: (090) Tel: (044) Fax: (044) Dog Shelter Business Park Tel: (044) General Services Community & Enterprise Church Avenue Tel: (044) Fax: (044) Corporate Services Higher Education Grants Register of Electors County Buildings Water Services Forest Park Business Park Tel: (044) Tel: (044) Fax: (044) Finance Section Church Avenue Tel: (044) Housing Section County Buildings Tel: (044) Information Technology Section County Buildings Tel: (044) Legal & Enforcement Church Avenue Tel: (044) Fax: (044) Motor Taxation Office Church Avenue Tel: (044) NRA Project Office Culleen Beg Tel: (044) Fax: (044) Planning HQ Section Church Avenue Tel: (044) Fax: (044) Roads Section County Buildings Tel: (044)

13 Recreation and Arts Swimming Pool Athlone Regional Sports Arts Office Belvedere House & Town Park Centre Library Headquarters Gardens BallyMahon Road Dublin Road Belvedere Athlone Tel: (044) Tel: (090) Tel: (044) Tel: (044) Fax: (090) Fax: (044) Fax: (044) Civil Defence Civil Defence Cullen Beg Tel: (044)

14 APPENDIX 2 Customer Service Complaints and Redress Procedure (Including Disability Issues under Disability Act 2005) COMPLAINTS PROCEDURE Complaints in relation to the quality of our services should be submitted on the Customer Complaint Form available at all our offices. Complaints can also be submitted via our website or by to or in person at any of our Customer Service Desks, libraries or public offices. All complaints received will be acknowledged within 1 week. The Customer Services Liaison Officer for each section will issue a decision within 3 weeks of receipt of the complaint. Where this is not possible and interim reply will be issued setting out the reasons for the delay in responding. Where a mistake has been made an apology and explanation will be offered and every effort will be made to rectify the matter. Where a complaint highlights that our processes or procedures are deficient every effort will be made to remedy the situation as quickly as possible. If you are not satisfied with the response of the Customer Service Liaison Officer, you may lodge an appeal to: Senior Executive Officer, Corporate Services, Westmeath County Council, County Buildings,, Co.Westmeath If you remain unsatisfied with our response to your complaint, you may lodge a complaint with the Ombudsman. The Ombudsman is a independent person who investigates complaints about the public service and its delivery of service. You can complain directly to the Ombudsman at any time. The Ombudsman will usually consider your complaint after it has been looked at under the complaints procedure. The Ombudsman address is: Ombudsman Office of the Ombudsman 18 Lower Leeson Street Dublin 2 14

15 APPENDIX 3 Customer Service Liaison Officers SECTION CUSTOMER ATHLONE TOWN COUNCIL/AREA COMMUNITY AND ENTERPRISE COOLE AREA CORPORATE SERVICES/HR ENVIRONMENT FINANCE FIRE SERVICE FORWARD PLANNING HOUSING KILBEGGAN AREA LEGAL AND ENFORCEMENT LIBRARY MOTOR TAX MULLINGAR AREA NRA OFFICE ROADS WATER ICT SERVICE LIAISON OFFICER Billy Coughlan, Administrative Officer Patricia Gibney, Administrative Officer Mary Brady, Senior Staff Officer Mary Stuart, Administrative Officer Colm Smith, Administrative Officer Michele Kirby, Administrative Officer David Stuart, Chief Fire Officer Lourda Giles, Staff Officer Pat Murtagh, Administrative Officer Elaine Eighan, Senior Staff Officer Pat Keating, Senior Executive Officer Mary Farrell, County Librarian Mary Goldsberry, Senior Staff Officer Eamonn Brennan, Administrative Officer Vera McCool, A/Administrative Officer Martina Moore, Senior Staff Officer Mary Reilly, Senior Staff Officer Kevin Monaghan, Head of IT 15

16 APPENDIX 4 Westmeath Local Authorities Customer Comments & Complaint Form WESTMEATH LOCAL AUTHORITIES CUSTOMER COMMENTS & COMPLAINT FORM Anyone wishing to make a comment or complaint in relation to the quality of any of the services or activities of Westmeath Local Authorities should complete this Customer Service Comments & Complaint Form. SECTION/SERVICE/LOCATION RELATING TO YOUR COMMENT OR COMPLAINT: Please make your Comments/Complaint below: Name: Address: Telephone: (Home) (Work) Mobile: THANK YOU Westmeath Local Authorities are committed to providing an efficient and courteous service to all of our Customers. Please submit the completed form to our designated Customer Service Liaison Officers for each of the sections within Westmeath Local Authorities. Complaints can also be submitted via our website or by to or in person at any of our Customer Service Desks, libraries or public offices. 16

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