Ms Hilary Murphy-Fagan:

Employees participate in a different way. Every time we provide a service through a case, there is a link when the case is completed asking the employee to state what his or her experience has been like. We get feedback through that survey. We also have a complaints procedure. We prefer to hear that we are doing well - and we get feedback to say we are providing a very good service - but in those cases where we do not satisfy or make people happy, we have a complaints procedure which is used. However, the volume is very small. I think last year I looked at 80 complaints into the HR shared service centre, of which 50 were upheld and 30 were not. We also have the contact centres so staff can call in if they are not happy. They can give the case reference. They can also talk to somebody on the phone who is really quite knowledgeable about the issues to see can we help them.