Mr. Donal Spellman:

In the offices in our own region, before we adopt the Intreo approach, we have pre-meetings with all the staff, because Intreo involves a totally new way of delivering all the services. In my experience, the people we put on the integrated reception - the first and most important point of contact for new clients - are people who select themselves because they have the communication skills. They put themselves forward for the role. In my experience, we always try to put those people front of house, because integrated reception is the first point of contact and people can then be directed to the most appropriate place. We put a lot of effort into this area. We will take the recommendations of the report on board. We constantly train staff locally and monitor this training. The Intreo centre manager constantly monitors training and we are extremely conscious of the need for that.