Michael Conaghan (Dublin South Central, Labour)
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I wanted to mention that it is striking the way the service in general has changed. It really has transformed. At one time, going to the dole office was quite a frightening encounter - I remember going myself. That whole approach has been cast off and the system is far more dynamic. It is far more like a partnership.

I have a great deal of respect for the Irish National Organisation for the Unemployed, INOU, the group that spoke first. Such groups have played a significant role in all sorts of ways, perhaps most significantly in civilising this exchange between those seeking unemployment assistance and staff in the Department. That whole encounter has been transformed. That is my own experience of it from living in Ballyfermot, where I talk to people. I remember going to the labour exchange myself on many occasions, but from talking to those who now use the service, there is no fear or trembling going in as to what will happen, what the staff will say and whether they will be down at one's house. All of this has changed remarkably for the better.

I note the work Ms O'Brien is doing. She has a long record in that area. I was involved in initiating the old local employment service in Ballyfermot 30 years ago. I note the credibility she has brought to her work, for example, how she helped re-engineer the services to change the outlook of officials towards the unemployed. That outlook has changed remarkably and it is rarely commented on. It is important that we pay tribute to those who were involved in changing that because the unemployed need help rather than, as was the practice, a stern approach.

I wonder what the witnesses think of that process of change. What was the dynamic that triggered it? As professionals in that service, how do the officials experience and evaluate that and how do they see that trend developing? Will it continue? Will it bring in newer dimensions in terms of communicating with those seeking a way out of unemployment?