Shane Cassells (Meath West, Fianna Fail) | Oireachtas source

In respect of the passports, it was outlined to Deputy Farrell that three machines are working and how the difficulties are not at a technical, physical level but in terms of the checks and so forth. Mr. Burgess touched on the strategy in terms of communication going back to the earlier part of the year and focusing at a local level and on local media. What lessons have been learned from that in looking towards rolling it out more broadly? What worked well and did not work well?

At a national level, a few weeks ago the Department got a whole Joe Duffy show to itself. One knows one has made it when one gets a whole Joe Duffy show. Communications happen on two fronts. They happen on a macro level whereby the Department wants to get its message out to advise people as to the best channels to obtain the documents they need. The biggest thing we would find as public representatives is the frustration people are feeling with the communications at a micro level. Could Mr. Burgess touch on the communications strategy and on what has worked well on a micro level? I appreciate that the Department cannot deal with every single telephone call that comes through but it is a frustration for people.