Bertie Ahern (Dublin Central, Fianna Fail)

On the first question, the customer charters are all about providing friendly, efficient and courteous service to customers. Departmental officials continually inform me at meetings that this is the function of charters. Annual surveys are carried out to monitor performance against these and other commitments. My Department has been conducting these surveys for a long time based on customer groups and the use of other evaluation methods, including mystery shopping, customer feedback, focus groups and all kinds of great ideas — although I am not sure how great they are. This is the modern way to check all these issues. While I have seen results for Revenue, Social and Family Affairs and my Department, I would not claim to be an expert on other Departments and offices. However, the surveys constantly show high customer satisfaction ratings and identify sharply areas where improvements can be made.

The Deputy mentioned that it is always nice to see a human face or hear a human voice and find someone to whom one can get back. This is an important part of the process, as has been made clear.

I am not the world's greatest expert in technology by a long shot but those who push information technology and e-Government state that the more one deals with ordinary data collection through technology, the more one is able to use front-line staff to engage with the public. Departments are making efforts in this regard. I have long held the view that it saves offices a great deal of trouble to have good people on the telephones and on the front line because they can competently deal with a case from start to finish, whereas junior staff providing front-line services will refer the matter to somebody else. It is far better to have senior people to do this job. Offices where this is done provide a far better service to the public because someone who comes in with a query will have it dealt with fully, rather than being told he or she is in the wrong office, should go elsewhere or return another time.

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