Customer Service Action Plan

Transcription

1 Customer Service Action Plan Department of the Environment, Heritage & Local Government

2 Government of Ireland 2009 ISSN Design : Desktop Publishing Unit Department of the Environment, Heritage and Local Government The document (English and Irish language versions) is available on the Department's website Copies of this document may be obtained from the: Quality Customer Service Officer, Department of the Environment, Heritage and Local Government Custom House, Dublin 1. LoCall: Tel: Fax : qcsofficer@environ.ie

3 Contents SECrEtary GEnEraL S ForEworD 4 PrinCiPLES of QuaLity CuStomEr SErviCE 5 CuStomEr CHartEr 6 Part i introduction 9 Background to Quality Customer Service 9 Approach to Developing the new Customer Service Action Plan 10 Extension of the Quality Customer Service Principles to the Wider Public Service 11 Part ii overview of the DEPartmEnt 13 Our Customers 14 Location of the Department s Offices 15 Part iii implementing the PrinCiPLES of QuaLity CuStomEr SErviCE 16 Quality Service Standards 16 Equality/Diversity 18 Physical Access 20 Information 22 Timeliness & Courtesy 24 Complaints 26 Appeals 27 Consultation & Evaluation 28 Choice 30 Official Lauguages Equality 31 Better Coordination 32 Internal Customer 34 Part iv resourcing, monitoring and review 36 appendices 37 Appendix 1 Location and Contact Details of the Department s Main Offices 38 Appendix 2 Other Departmental Contact Details 39 Appendix 3 Quality Customer Service Officers 40 Appendix 4 Bodies under the aegis of the Department 42 Appendix 5 Office of the Ombudsman; Office of the Information Commissioner; Office of the Data Protection Commissioner 45 Appendix 6 Abbreviations used in the Customer Service Action Plan 48 3 Customer Service action Plan

4 Secretary General s Foreword Providing a high-quality, efficient and effective service is central to our work in the Department of the Environment, Heritage and Local Government. Given the breadth of our remit, and the impact of our policies on individuals and communities across the country, it is critical that our focus remains on delivering for the citizen. This new Customer Service Action Plan and the associated Customer Charter reaffirm our commitment to the delivery of high quality services to all. Our Customer Charter outlines the standards of service that customers can expect to receive when they interact with us by phone, in writing or in person. The Action Plan sets out how we will implement the Charter commitments and review and report on our performance in this regard. Ensuring that the needs of the citizen are put first, and providing new ways for people to engage with our work, are at the heart of the public service transformation agenda. This is reaffirmed, in particular, in the Government Statement on Transforming Public Services and the associated Task Force Report published in late We appreciate that if our policies, regulation and services are to be effective, then they must be informed by the people who use, and are directly affected by, them. That is why we have put so much emphasis in this Action Plan and Charter on feedback and evaluation. Feedback has been critical, in fact, to the development of commitments set out in the Plan. The views that have been expressed by those with whom we work partner bodies, local authorities and our own staff have informed the range of actions set out. Equally, the views expressed by members of the public, both in formal surveys and in ongoing feedback, are vital in ensuring that our commitments are well tailored to addressing the needs of all our customers. In implementing the range of commitments in this Action Plan, our focus will be on doing things better, so that we meet the changing needs of citizens, and are responsive and flexible in the way we deliver our services. These considerations have always informed our work, and we are now placing a renewed emphasis on quality, courtesy and timeliness in addressing citizen expectations at a time of challenge economically and socially. Our Customer Charter sets out the service standards people can expect from us, and in turn we advise our customers on the basic steps they can take which will assist us in delivering a quality service. I thank everyone involved in the development of these important documents. In particular, I acknowledge the valuable input made by my colleagues across the Department, whose participation and commitment form the bedrock to delivering a quality customer service. I am confident, given the commitment to quality standards that has been demonstrated to date, that we will meet the challenges ahead with equal determination and vigour. Geraldine Tallon Secretary General Customer Service action Plan 4

5 Principles of Quality Customer Service The Quality Customer Service Principles listed below set out how Government Departments and Public Service Offices deal with customers and clients of the public service. Quality Service Standards Publish a statement that outlines the nature and quality of service which customers can expect, and display it prominently at the point of service delivery. Equality/Diversity Ensure the rights to equal treatment established by equality legislation, and accommodate diversity, so as to contribute to equality for the groups covered by the equality legislation (under the grounds of gender, marital status, family status, sexual orientation, religious belief, age, disability, race and membership of the Traveller Community). 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 Provide clean, accessible public offices that ensure privacy, comply with occupational and safety standards and, as part of this, facilitate access for people with disabilities and others with specific needs. information Take a proactive approach in providing information that is clear, timely and accurate, is available at all points of contact, and meets the requirements of people with specific needs. Ensure that the potential offered by Information Technology is fully availed of and that the information available on public service websites follows the guidelines on web publication. Continue the drive for simplification of rules, regulations, forms, information leaflets and procedures. timeliness and Courtesy Deliver quality services with courtesy, sensitivity and the minimum delay, fostering a climate of mutual respect between provider and customer. Give contact names in all communications to ensure ease of ongoing transactions. Complaints Maintain a well-publicised, accessible, transparent and simple-to-use system of dealing with complaints about the quality of service provided. appeals Similarly, maintain a formalised, well-publicised, accessible, transparent and simple-to-use system of appeal/review for customers who are dissatisfied with decisions in relation to services. Consultation and Evaluation Provide a structured approach to meaningful consultation with, and participation by, the customer in relation to the development, delivery and review of services. Ensure meaningful evaluation of service delivery. Choice Provide choice, where feasible, in service delivery including payment methods, location of contact points, opening hours and delivery times. Use available and emerging technologies to ensure maximum access and choice, and quality of delivery. official Languages Equality Provide quality services through Irish and/or bilingually and inform customers of their right to choose to be dealt with through one or other of the official languages. Better Co-ordination Foster a more coordinated and integrated approach to delivery of public services. internal Customer Ensure staff are recognised as internal customers and that they are properly supported and consulted with regard to service delivery issues. 5 Customer Service action Plan

6 Customer Charter our Customers Given the diversity of our activities, the Department has a wide range of customers including individual members of the public, elected representatives, local authorities, our agencies, other partner bodies, other Government Departments and Offices, international organisations, NGOs and many voluntary and representative groups whose business interacts with the Department. A number of specific services are provided directly to members of the public, e.g. through our National Parks and Nature Reserves. our commitment to you Meeting your needs is important to us and we aim to achieve this by: giving you the best possible service and providing helpful advice. treating you properly, fairly, impartially and with courtesy. aiming to ensure that your rights to equal treatment established by equality legislation are upheld in the delivery of our services. aiming to meet any special needs you may have. Contact by telephone If you telephone us: our staff will answer your telephone enquiries promptly and politely. we aim to answer your calls within an overall average of 10 seconds. we will give our name and the name of the Section you have called. Clonmacnoise we aim to answer your questions straight away. If we cannot do so, we promise to take your details and tell you when you can expect to hear from us again. Contact by Letter or If you write to us: we aim to respond to your query in clear plain language within 15 working days. If we cannot do this we will write to explain why and tell you when you can expect a full reply. If your correspondence relates to a matter that comes within the remit of another public body, we will direct the correspondence to that body and inform you accordingly. visiting our offices If you call to see us: we will try to arrange meetings at a time that suits you and will not keep you waiting unnecessarily. we will aim to provide private meeting rooms to discuss your query. we will aim to answer your questions fully. If we cannot do this we will arrange to phone you, or write to you if you prefer. we will ensure that our offices comply with occupational health and safety standards. Customer Service action Plan 6

7 we will aim to ensure that our public offices are accessible for people with disabilities. Our main offices providing direct information or services to the public, in Dublin, Ballina and Wexford are accessible for people with disabilities. Service in irish We aim to ensure that: customers who wish to conduct their business through Irish can do so. documents such as the Annual Report and Customer Service Action Plan are available in both Irish and English. information leaflets on various schemes are available in Irish and English. Customer responsibilities Customers also have an important role to play in assisting the Department achieve its service commitments. By adhering to the following principles you will greatly assist us in delivering a quality service to you: Providing Accurate Information Quote reference numbers, where available, in all correspondence and communications with the Department. Familiarise yourself with the terms and conditions of schemes before filling out applications/forms and provide all necessary supporting documentation. Providing Contact Details Provide a daytime telephone number or address, if available, in all correspondence. Adhering to Closing Dates Ensure, where applicable, that applications/forms are submitted in sufficient time to meet specified deadlines. Responding to Requests for Additional Information Respond as soon as possible to any queries raised, including supplying any additional information requested in support of applications. Inform us of any changes in circumstances which may have a bearing on a decision made by the Department. Making Appointments If you need to visit the Department regarding a complex matter, please make an appointment in advance. This will ensure that the appropriate officials will be available and that any necessary preparations can be undertaken. Cooperating with Department Staff Treat staff of the Department with the same courtesy and cooperation you would like to receive. Accord staff the due respect and freedom to carry out their duties and refrain from intimidating or threatening staff in any manner whatsoever. The following behaviour 7 Customer Service action Plan

8 is not acceptable from any member of the public in any of our facilities, or in the provision of any of our services: 1. Harassment of staff by use of abusive, racist or threatening language. 2. Use of violence or threat of violence towards staff members. 3. Behaviour which is disruptive and interferes with delivering a quality customer service Customers are advised that where a staff member is subjected to such treatment, contact will have to be terminated. Feedback The Department is committed to consulting with its customers and to evaluating its services. You can help us by: providing comments or suggestions regarding the service you receive. completing and returning any customer survey forms that we may send you. If you want to forward a suggestion on how we could improve our service to you, please qcsofficer@environ.ie or send your suggestion directly to Quality Customer Service Officer, Corporate Development Section, Department of the Environment, Heritage and Local Government, Custom House, Dublin 1. How to Complain If you have a complaint about the service we have provided, you should speak either to the line manager of the area concerned who will look into the matter or you should write to the Quality Customer Service Officer for the Department. We will do our best to put things right if we have made a mistake. We will acknowledge your complaint within 3 working days and try to deal with your complaint within 10 working days. If we need to carry out further research we will let you know and try to have completed this within 20 working days. If you are still not happy, you can write to the Office of the Ombudsman, 18 Lower Leeson Street, Dublin 2. Tel. (01) ; LoCall ; ombudsman@ombudsman.irlgov.ie How to Contact us LoCall: * telephone: (01) qcsofficer@environ.ie, press-office@environ.ie, minister@environ.ie Fax: (01) website: in person: Wexford, Dublin, Ballina. Access is available by ramp/lift. our opening hours are:- Monday to Thursday 9.15 am to 5.30 pm; Friday 9.15 am to 5.15 pm *LoCall: Certain telephone service providers allow customers to make calls to LoCall numbers at the local call rate from anywhere in the country. Please check with your telephone provider to determine whether or not you can avail of low rates on LoCall numbers. Customer Service action Plan 8

9 Part i: introduction i The Department of the Environment, Heritage and Local Government is committed to delivering a very high quality of service to all our customers. As outlined in our Statement of Strategy our aim is to ensure the ongoing development of a high performance Department committed to providing a quality, efficient and effective service to all our customers. Kilclooney Dolmen This Customer Service Action Plan sets out the steps that we will take over the period to end 2011 to deliver on the commitments set out in the Customer Charter and under each of the 12 Quality Customer Service Principles. Implementation of this Action Plan is one of the key strategies that we will pursue to support the achievement of our objective set out in our Statement of Strategy. The Plan includes a range of objectives to be achieved by a certain time, as well as details of performance measurement and reporting mechanisms. Met Éireann, which is operationally autonomous, prepares and publishes its own Customer Charter and Customer Service Action Plan. Background to Quality Customer Service The provision of a Quality Customer Service is a central part of the modernisation programme for the Irish Civil Service. Public service organisations have been producing Customer Service Action Plans since 1997 to assist them in improving the way they deliver services to their customers. We are committed to ensuring that the citizen is at the heart of our policy formulation, regulation, planning and delivery of services. The Report of the Task Force on the Public Service, 2008, highlights the importance of ensuring that additional information and participation channels are created to reach out to an increasingly engaged and active citizenry. Furthermore, the Government Statement on Transforming Public Services restates our commitment to offering the best service we can, whatever the chosen channel in person, by telephone, in writing, or by . In essence, the aim is to ensure that we continue to reach out to our customers in new and more efficient ways. 9 Customer Service action Plan

10 i The Government Statement also reaffirms the importance of Customer Charters in setting the service standards that customers can expect. The Department s Customer Charter outlines the standards of service which customers can expect from us. The Charter is an evolving document. It will be regularly reviewed to take account of customer feedback; as such, commitments and objectives will change over time. The most up-to-date version of the Customer Charter will be published on the Department s website Since the publication of the Department s last Customer Service Action Plan, good progress has been made in improving the quality of service delivered to our customers. This has included new supports and service delivery mechanisms for both our internal and external customers. In particular, there have been significant developments in terms of the provision of online information to the public through the introduction of a number of award-winning public awareness campaigns, including the Change and Notice Nature campaigns. In keeping with the Department s commitments in relation to consultation and evaluation, we continue to engage in extensive consultation processes, both in the development and review of policies, and the implementation of legislation. The input received from such consultation enables us to ensure that we are best meeting the needs of our many stakeholders. A variety of formal and informal networks have been established to maintain good communication with our partners in the local government sector and the bodies under our aegis. Along with these developments, we continue to survey our customers on a regular basis, inviting feedback on the services we offer and where improvements can be made. This information is critical in terms of ensuring that we can continue to deliver the level of service our customers have come to expect. approach to developing the new Customer Service action Plan The development of this Charter and Action Plan was informed by the new Guidelines for the Preparation of Customer Charters and Action Plans published by the Department of the Taoiseach in 2008; the work of the Task Force on Customer Service and the Report of the Task Force on the Public Service, published in November 2008 and the subsequent Government Statement on Transforming Public Services. A key principle emerging from these documents is the importance of putting the citizen first. In recognition of this, our first approach in preparing this Action Plan and Charter was to consult with customers/stakeholders. This took the form of surveying external and internal customers, analysing feedback on service levels via online questionnaires and through the Department s dedicated Quality Customer Service (QCS) account, as well as being guided by the views and recommendations of trained QCS officers within the Department and through the QCS Officers Network across all Government Departments. Customer Service action Plan 10

11 i As a first step, the Department issued surveys to the local authorities and agencies of the Department, and a customer survey was also placed on our website In April 2008, in order to ensure maximum customer engagement, we advertised our customer survey in the national newspapers. Customers were asked for their views on our standards of service and our performance in meeting commitments set out. We would like to thank all those who responded to our surveys; these helped us significantly in developing this Action Plan and Charter. Results of the surveys show that our staff are rated quite highly in relation to customer service; 94% of respondents agreed/strongly agreed that staff are courteous, while 90% agreed/strongly agreed that staff are helpful. The provision of information to the public was also rated highly, 82% agreed/strongly agreed that information provided was meaningful and accurate. Visiting the Department s website, offices and national parks was a positive experience for a high number of respondents. Facilities in the offices and national parks were rated quite highly (from April 2008 survey). We continue to work on addressing the issues that customers raised in the surveys and we hope that by listening to customers and acting on their suggestions, we can improve the level of service provided to them. In recognition of the fact that delivering a customer service is everybody s job, and that it must permeate throughout the whole organisation in the way we conduct our business, we also consulted widely with internal staff in the preparation of this Plan. This included an initial survey that issued to all staff, consultation with a group of key staff involved in the provision of services to our customers, and consultation with the Department s Partnership committee. We will continue, through awareness sessions and workshops throughout our offices, to consult with and make all staff aware of our commitments under our Customer Service Action Plan. This will be co-ordinated through our network of QCS Officers (see Appendix 3). Extension of the Quality Customer Service Principles to the wider Public Service Local Government The Department is a focus at central level for over a hundred directly-elected local authorities, of which the primary units are the 34 county and city authorities. In addition, 20 semi-state bodies listed at Appendix 4 operate under the aegis of the Department. Significant improvements in customer service have already been achieved by many local authorities and semi-state bodies. In May 2003, a Customer Service Group, representative of the Department, local authorities and the Institute of Public Administration (IPA), was established with the aim of progressing the customer service agenda. In January 2004, the Department 11 Customer Service action Plan

12 i published the results of the review by the Group of the operation of service indicators in local authorities. This led to the publication in 2005 of the first national report on service indicators. This initiative has brought transparency to the work of local authorities by measuring their performance across a range of areas, including housing, water and the environment, enabling year-on-year comparison. Following a review of the service indicators in 2007, the number of indicators has been increased from 42 to 46 for 2008 onwards and many have been revised to ensure they remain relevant and meaningful. Local government is the first sector in the public service to measure performance in this way. In addition, the Local Government Customer Service Group has published guidelines for local authorities on customer consultation and on complaints systems, drawing on best practice in the area and designed to enhance the customer focus of local authority activities. Guidelines on customer charters have also been issued to local authorities. Recommendations arising from the Transforming Public Services report, from the Task Force on Customer Service and from the Government Statement on Transforming Public Services will be implemented across local authorities in due course, building on previous initiatives in the area of Quality Customer Service. The Programme for Government committed to making local government more transparent and more responsive to its customers. The Department published a Green Paper - Stronger Local Democracy - Options for Change in 2008, which proposes that these aims can be achieved through strengthened local democratic leadership. Quality Customer Service was one of the guiding principles that informed the paper. Final recommendations for local government change, including in relation to Customer Service, will be included in the White Paper on Local Government, due for publication in Partner Bodies The Department is also supported in its work by a range of bodies under its aegis. These bodies are in the main, non-commercial, undertaking quasi-judicial/regulatory, advisory and developmental functions. Their work spans the range of Department functions, including measures to ensure environmental and heritage protection and conservation, implementation of efficient and effective planning systems, supporting the development of sustainable communities and the provision of local government supports. These bodies are committed to the provision of a Quality Customer Service and have introduced measures such as consultation with customers, Customer Charters and Customer Action Plans, where appropriate. Details of these bodies are set out at Appendix 4. While our work with local authorities and partner bodies is critical in terms of the extension of QCS to the wider public services, this Action Plan and associated Charter focus on the actions to be implemented by the Department itself. Customer Service action Plan 12

13 Part ii - overview of the Department ii The Department s Mission as set out in our Statement of Strategy is to pursue sustainable development. In pursuing this mission our mandate is to: achieve a high quality environment with effective environmental protection; address climate change; achieve effective conservation of our natural heritage and biodiversity; achieve effective conservation of our built heritage; protect and improve water resources and the quality of drinking water; ensure that our regions and communities are planned and built to respect sustainable and balanced regional development; ensure good quality housing in sustainable communities; monitor, analyse and predict Ireland s weather and climate; support and enable democratic and responsive local government. The Statement of Strategy identifies the key objectives and associated strategies which flow from the Mission and set the agenda for the Department s main functional areas. The Department is responsible for policy and programme formulation in relation to the environment, the development and financing of public infrastructure and a number of regulatory functions. Most of the Department's spending is channelled through local authorities and, as such, local authorities are the main providers of public infrastructure and the provision of services locally. Skellig Michael 13 Customer Service action Plan

14 ii The work of the Department is carried out through six Divisions Environment; Water & Planning; Heritage; Local Government; Housing and Corporate Services. In addition, Met Éireann and the Local Government Audit Service also form part of the Department. In June 2007, responsibilities in relation to non-national roads and the National Vehicle and Driver File (NVDF) transferred to the Department of Transport. In 2009, new functions in relation to marine foreshores transferred to the Department from the Department of Agriculture, Fisheries and Food. Further details regarding the Department's responsibilities, functions and services are outlined in the Freedom of Information Section 15 Reference Book which is available on our website or from the Information Officer, Organisation Section, Department of the Environment, Heritage and Local Government, Custom House, Dublin 1. LoCall: our Customers The Department of the Environment, Heritage and Local Government engages with a broad customer base including members of the public, elected representatives, local authorities, our agencies, other Government Departments and Offices, international organisations, Non- Governmental Organisations (NGOs) and many voluntary and representative groups. Staff are recognised as internal customers and a number of specific initiatives have been developed in recent years to support internal customer service, including the establishment of a Communications Unit within the Department. Direct interaction with the public by the Department includes: the issuing of housing grants and certificates; the administration of architectural conservation grants; work by the National Parks and Wildlife Service (NPWS) including issuing of licences under the Wildlife Acts, issuing Notifiable Action Consents for National Heritage Areas (NHAs), and issuing Habitats Regulations for Special Protection Areas (SPAs) and for Special Areas of Conservation (SACs); direct interaction with the public through our National Parks and Nature Reserves and at other NPWS properties around the country; enforcing and regulating the Wildlife Acts and Habitats Regulations as well as patrol work of Nature Reserves, National Parks, State Lakes and the general countryside; work by the National Monuments Service including issuing of consents and directions; issuing of excavation, dive and detection licences; comments on Environmental Protection Agency (EPA) and marine applications via the Department's Development Applications Unit; forestry applications and graveyard works requests; and notification of works to Recorded Monuments & Places; Customer Service action Plan 14

15 ii work by NPWS and the National Monuments Service in the pre-planning consultation and planning application assessment process, including the issuing of observations and advice via the Department s Development Application Unit. The principles of Quality Customer Service are abided by in the day-to-day conduct of our work and in the ongoing policy and legislative development across the Department s functional areas. We are also committed to continuing to work with local authorities and bodies under the aegis of the Department to ensure the delivery of quality services to citizens. Location of the Department s offices The majority of the Department s Dublin-based staff are currently located at the Custom House, Dublin 1 and some other smaller offices throughout the city. Regional offices are located in Ballina, Co Mayo and an advance office under the decentralisation programme has been established in Ardcavan, Co Wexford. Some Divisions of the Department have staff that are located throughout the country, for example, housing and water inspectorate staff, audit service staff and conservation rangers etc. Met Éireann is headquartered in Glasnevin in Dublin and has staff in regional locations. As part of the Government s decentralisation programme, the Department s new Headquarters will be situated in Wexford town from Decentralisation presents both challenges and opportunities for the Department. The challenges arise in terms of ensuring that we continue to maintain the level and consistency of service to our customers across all of our offices. The opportunities present themselves in examining how we can improve in delivering on our core functions. In addressing these issues, the overarching objective at all times is to ensure that our customers continue to receive the high standard and quality of service they have come to expect from the Department. The locations of the Department s offices and contact details are provided at Appendix 1 and Customer Service action Plan

16 iii Part iii - implementing the Principles of Quality Customer Service The Department is committed to advancing the principles of Quality Customer Service thereby further improving the level of our service to our customers. In respect of each QCS principle, we set out in this section of the Action Plan our QCS implementation strategy over the next three years; the key actions we will pursue to meet our QCS commitments, and the indicators we will use to measure our performance. Quality Service Standards Publish a statement that outlines the nature and quality of service which customers can expect, and display it prominently at the point of service delivery. We are committed to providing a high quality of service to all our customers. Our Customer Charter outlines the standards of service that customers can expect to receive when they telephone, , write or visit our offices. This Action Plan describes how the Charter commitments will be delivered and evaluated by the Department. In addition to the above, given the nature of our functions, the Department places a high emphasis on environmental performance and standards, and is committed to ensuring best practice in this regard. The Department achieved the ISO international accreditation standard for the Custom House in The ISO series of international standards have been developed for incorporating environmental aspects into operations and product standards. Details of the Department s Environmental Management System, including performance indicators, are published in the Department s Annual Report, on the Department s website and in other Departmental publications. Over the coming years, the Department will work towards attaining the standard in other key buildings, in particular our new offices in the South East. Bohonagh Customer Service action Plan 16

17 iii In order to address this principle we will implement the following commitments: action indicator timeline Ensure that the Customer Charter is available at reception desks in our main offices, on the Department's websites, and from the Quality Customer Service Officers in the Department listed at Appendix 3 Ensure also that the Customer Service Action Plan is published on our website and available in other formats on request Monitor and evaluate the Quality Service Standards we set in the Charter and Action Plan Report on Customer Service progress each year in the Department s Annual Report Publications available and prominently displayed in appropriate areas. Surveys carried out; Feedback area on website; Results of surveys published. Progress reported in Annual Report and ongoing Surveys every two years Annual Promote and increase awareness of Quality Service Standards and the twelve Principles of Quality Customer Service among Department staff QCS posters in all locations; QCS tips in Weekly Wrap (the Department s weekly electronic newsletter); Intranet up-to-date; Training provided to staff and ongoing Continue to work with local authorities and partner bodies to improve Customer Service Best practice promoted and customer service recommendations advanced. Continue to improve on our environmental performance and publicise our commitments in this regard ISO retained for Custom House and extended to other locations and ongoing 17 Customer Service action Plan

18 iii Equality/Diversity Ensure the rights to equal treatment established by equality legislation, and accommodate diversity, so as to contribute to equality for the groups covered by the equality legislation (under the grounds of gender, marital status, family status, sexual orientation, religious belief, age, disability, race and membership of the Traveller Community). 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. The Department is committed to providing services to its customers in a professional manner that is free from any form of discrimination. The Department s Human Resources Strategy sets out how we will seek to ensure that the environment within which people with a disability work is supportive of their particular needs. As part of this Strategy, the Department will communicate and promote Equality, Diversity and Dignity Policies, ensuring that all staff are familiar with the basic provisions of the relevant legislation and their obligation to treat colleagues and customers with respect. The Department s Sectoral Plan under the Disability Act 2005, sets out objectives for the Department, the bodies under its aegis and local authorities in relation to the delivery of accessible buildings, facilities and information for all. An Access Implementation Team has been established in the Department to oversee the implementation of the commitments related to the Department in the Plan. Clonmacnoise Customer Service action Plan 18

19 iii In order to address this principle we will implement the following commitments: action indicator timeline Promote staff awareness of the Department s Equality Officer role Promote staff awareness of equality and diversity through information sessions, training, and articles in the Weekly Wrap and staff magazine Staff aware of Equality Officer role and information disseminated. Training events/information sessions held; Articles published. Regularly review the effectiveness of equality policies in the Department through the Partnership process Policies reviewed by Partnership Committee. Implement the principles of the Code of Practice for the Employment of People with a Disability in the Irish Civil Service and monitor compliance with the employment targets under part 5 of the Disability Act 2005 Implement an annual work programme through the Department s Access Implementation Team that focuses on improving the services to people with disabilities Principles implemented; Employment targets achieved. Annual Work Programme implemented; Measurable improvements demonstrated in QCS surveys and internal staff surveys. Ensure that equality and diversity Equality legislation and principles are central to the Department s adhered to. policy and legislative development Annual Surveys every two years 19 Customer Service action Plan

20 iii Physical access Provide clean, accessible public offices that ensure privacy, comply with occupational and safety standards and, as part of this, facilitate access for people with disabilities and others with specific needs. The Department is committed to ensuring that our office buildings are clean, safe, comply with occupational health and safety standards, and facilitate access for people with disabilities and others with special needs. In terms of visitor facilities, in particular, the Department continues to work with the National Disability Authority (NDA) on its Code of Practice on Accessible Heritage Sites and further supplementary guidance. In particular, the Department has made significant improvements to facilitate access to our National Parks and Nature Reserves over recent years. This has included: provision of audio visual displays at all NPWS Visitor Centres; provision of wheelchair access and wheelchair accessible board-walking at some sites; adaptations to provide universal access at specific sites and the opening of sensory gardens; employment of adults with disabilities at certain sites; NPWS carrying out a universal access audit of Wicklow Mountains National Park as a pilot programme in A website has also been developed by the Local Government Management Services Board (LGMSB), Local Government Computer Services Board (LGCSB) and the Department, to help develop capacity in local authorities for implementing the National Disability Strategy. This showcases good practice in accessibility in local authorities and provides practical answers to questions relevant to local authorities. Customer Service action Plan 20

21 iii In order to address this principle we will implement the following commitments: action indicator timeline Maintain our accommodation to a standard acceptable to both customers and staff Ensure up-to-date health and safety statements are in place in respect of all of the Department s offices, and that adequate safety procedures are in place in case of emergencies Positive feedback from customers and staff (surveys). Health and Safety Statements in place and implemented. Surveys every two years Provide suitable communication Communication aids provided as aids for people with hearing required. impairments in places such as reception areas and meeting rooms Ensure that all new building works undertaken are disability proofed Continue to improve access at NPWS visitor centres Disability proofing undertaken. Access improved as per targets set out in NPWS conservation management plans 1. As required 1 A conservation plan includes descriptive information about a site and a management framework section which outlines objectives and strategies. Management plans are available on 21 Customer Service action Plan

22 iii information Take a proactive approach in providing information that is clear, timely and accurate, is available at all points of contact, and meets the requirements of people with specific needs. Ensure that the potential offered by Information Technology is fully availed of and that the information available on public service websites follows the guidelines on web publication. Continue the drive for simplification of rules, regulations, forms, information leaflets and procedures. The Department is committed to providing clear, accurate and timely information to our customers on our policies, services and programmes. This is achieved through a number of different media electronic, print, audio, Braille, etc. In terms of electronic media, we are committed to using the full potential offered by information technology. The Department s redesigned website ( went live in April 2007, creating a more comprehensive and accessible website with a broader range of choice to customers in accessing information and services. Other major websites, which have been redesigned/enhanced in recent years, include the National Monuments Service site, This contains useful information and advice for the public and archaeology professionals, as well as access to national archaeological records and a facility for making online archaeological licence applications. In 2006 the website of the National Inventory of Architectural Heritage (NIAH), was updated and enhanced. This website contains useful information on architectural heritage and building conservation as well as a facility to browse the NIAH Surveys online. The National Parks and Wildlife Service website, launched in 2007, provides a far greater range of interactive material for users online. The Department has also been involved in providing information online through a series of award-winning public information campaigns. This has included the Notice Nature campaign on biodiversity, which involved an extensive media campaign, including a photographic competition run in conjunction with TV3, and the development of a website The award winning public awareness campaign Change - Ireland s Plan of Action on Climate Change was launched in It uses the internet, TV, radio and billboards to provide information to the public on Climate Change. In terms of our drive to support the simplification of rules, regulations etc., the principles of better regulation underpin our extensive regulatory programme. In particular, the Department is represented on a number of different national and EU groups involved in programmes to reduce administrative burdens arising from regulation. Customer Service action Plan 22

23 iii In order to address this principle we will implement the following commitments: action indicator timeline Use clear language in forms and information leaflets, availing, where possible, of agreed standards in relation to Easy to Read options etc. Ensure that the Department s websites are up-to-date and that the information available is clear, timely and accurate Positive feedback from customers through survey results. Positive feedback from customers through survey results. Surveys every two years Surveys every two years Seek the views of customers on the accessibility of information in any customer surveys carried out by the Department Accessibility of information measured in surveys. Surveys every two years Implement the Department s Legislative Programme, in accordance with the better regulation principles Upgrade the system for issuing circulars to local authorities electronically Facilitate the implementation of the Housing Programme Management System (ICT package) to assist local authorities to manage their housing projects Programme implemented in line with best practice. New system designed and in place; Training provided to users. Pilot phase completed and system introduced to local authorities Customer Service action Plan

24 iii timeliness and Courtesy Deliver quality services with courtesy, sensitivity and the minimum delay, fostering a climate of mutual respect between provider and customer. Give contact names in all communications to ensure ease of ongoing transactions. The Department can be contacted by telephone, or letter, or by visiting our offices. Our standards for dealing with telephone callers, personal callers and correspondents are set out in our Customer Charter. We aim to ensure that we give timely and accurate responses to all requests for information. In terms of enhancing our service in relation to timeliness, a new system for the electronic management of responses to Ministerial representations was introduced in 2007 (E-Reps). The E- Reps system aims to ensure that Ministerial representations are responded to within 15 days. A similar initiative in relation to Ministerial invitations was launched in early 2009, which will ensure such invitations are dealt with in an efficient and timely manner. The Department also receives and deals with a large number of Freedom of Information (FOI) requests and Access to Information on the Environment (AIE) requests each year. Our aim is to ensure that we respond to all of these requests within the statutory deadlines; where we are not in a position to do so, we inform the requester accordingly. An electronic tracking system similar to the E-Reps system is currently being developed to ensure proper management of the requests received in the Department. Further information about how to request information under the FOI Acts can be obtained from our website or from the Information Officer, Organisation Unit, Department of the Environment, Heritage and Local Government, Custom House, Dublin 1. foi@environ.ie. LoCall: In dealing with our customers, we also aim to ensure that we pay for all services within the statutory deadlines set (15 days currently). There has been a continuous reduction in prompt payment interest incurred by the Department in recent years. The ultimate aim is to keep invoice handling and payment procedures under review with a view to reducing, and eventually eliminating, all late payments. Customer Service action Plan 24

25 iii In order to ensure ongoing improvement in addressing this principle we will implement the following commitments: action indicator timeline Ensure that staff are aware of the guidelines and procedures in relation to answering phone calls and correspondence Guidelines circulated and on intranet; Reminders/tips issued in the Weekly Wrap and magazine and/or staff information sessions. Aim to meet consistently the standards of service set out in our Customer Charter and review our performance Meet all statutory requirements in relation to answering FOI and AIE requests Positive customer feedback through regular surveys. Statutory requirements met. Surveys every two years Introduce an electronic FOI system New system designed and in place. Mid-2010 Continue to reduce the amount of late payments Promote and support the use of E- Reps and E-invitations systems 10% reduction in 2009 and ongoing improvements thereafter. Reminders and tips issued in Weekly Wrap and staff magazine; Technical support provided and ongoing Glenveagh 25 Customer Service action Plan

26 iii Complaints Maintain a well-publicised, accessible, transparent and simple-to-use system of dealing with complaints about the quality of service provided. We undertake to deal with all complaints and appeals fairly and objectively. The Department s customer complaints and appeals procedure is outlined in the Customer Charter. A guide for staff in handling complaints is available on the Department s intranet. In accordance with the QCS Principles, the Department distinguishes between complaints, which relate to the quality of service provided, and appeals, which relate to dissatisfaction with a particular decision taken in the operation of a scheme or service. In order to address this principle we will implement the following commitments: action indicator timeline Ensure all staff are aware of the Customer Complaints Procedure by publishing the Customer Charter and guide for staff in handling complaints on the intranet and displaying our Customer Charter prominently in our offices Customer Charter available on the intranet; Guide for staff in handling complaints available on the intranet; Reminders/tips re complaints produced regularly in the Weekly Wrap; QCS posters placed prominently Publicise our complaints procedure widely through our website and our Customer Charter Customer Charter in prominent area of website Monitor queries and complaints Queries addressed and complaints received through the Department s dealt with. QCS account and by QCS Officers Address all complaints arising in line with the procedures set out in the Customer Charter Complaints dealt with accordingly. Customer Service action Plan 26