Shane McEntee (Meath East, Fine Gael)
Link to this: Individually | In context

Question 65: To ask the Minister for Transport the reason half the number of business customers who, as reported in the organisation review programme carried out on his Department, made a complaint to his Department in late 2005 and early 2006 have not had their complaint resolved; the nature of those complaints; and if he will make a statement on the matter. [46472/08]

Noel Dempsey (Meath West, Fianna Fail)
Link to this: Individually | In context

The reference in the organisation review programme report is to a finding in our business customer survey for 2005-06, which surveyed 328 business customers and found that of 47 who had made a complaint, over half had not had their complaint resolved at the time of the survey. As the survey was carried out on an anonymous basis it is not possible at this stage to identify either the business customers concerned or the nature of their complaints.

I can assure the Deputy that my Department makes every effort to ensure that all complaints are dealt with and I would like to take this opportunity to highlight some areas where we have made improvements for our business customers. In May 2008, the Department introduced a new on-line facility that enables approved motor dealers notify vehicle ownership changes to the national vehicle and driver file, NVDF, over the Internet. The new on-line service at www.motortrans.ie presents an alternative to paper-based arrangements. In addition, the processing time for road transport operator licences has decreased from approximately 20 working days in 2006 to under five, and changes or additions to licences from ten working days in 2006 to two. Furthermore, following decentralisation to Loughrea in May 2007, the public office opening hours were extended by 1.5 hours per day.

Fergus O'Dowd (Louth, Fine Gael)
Link to this: Individually | In context

It is a serious issue to suggest that having made their complaints to the Department of Transport, its business customers have not had them resolved after two years. While I accept the survey may have been anonymous, is there a complaints system or process within the Department so it can track its business customers' complaints? If there was, I am sure they would not have waited two years for these issues to be resolved. Does the Department record all communications with regard to complaints?

Noel Dempsey (Meath West, Fianna Fail)
Link to this: Individually | In context

The systems that operate in the Department are similar to the ones that operate in the Minister's office in that all communications are recorded when they come in and where they go in the system is also recorded. We endeavour to ensure that replies are given. It is possible that when people do not get the answer they want, they regard the issue as not being resolved. The 23 people of 328 who say it was not resolved are not necessarily saying they did not get a reply; they may not have got the reply they wanted.

Fergus O'Dowd (Louth, Fine Gael)
Link to this: Individually | In context

Two years later, they were not happy.

Tommy Broughan (Dublin North East, Labour)
Link to this: Individually | In context

With regard to the efficiency of the Department, how far has decentralisation progressed and what percentage of the staff are now decentralised?

Brendan Howlin (Wexford, Labour)
Link to this: Individually | In context

The Deputy is broadening the scope of the question. I do not expect the Minister to have that briefing before him.

Noel Dempsey (Meath West, Fianna Fail)
Link to this: Individually | In context

To answer generally, the major portion of the decentralisation, which was the move of the Road Safety Authority and the haulage licence section to Loughrea, is now complete. We were also to move some of our operations in maritime safety to Drogheda but because of the stage it was at, it will not go ahead until 2011 under the review. We complied with all of the deadlines and we are probably one of the better Departments in regard to decentralisation.

Fergus O'Dowd (Louth, Fine Gael)
Link to this: Individually | In context

The staff in the Department are probably too decentralised and one of the complaints is that they are in far too many buildings. There is only one case in which an assistant secretary and all his staff are located in one building. Therefore, there is a significant lack of communication and efficiency. I am sure the Minister, Deputy Dempsey, will explain in answer to a later question how he intends to reduce the number of premises from six to three.

Noel Dempsey (Meath West, Fianna Fail)
Link to this: Individually | In context

The Deputy is correct and I do not know how this situation arose. The transport portfolio has been shifted from place to place and from Department to Department and we have ended up with six buildings. It is totally unsatisfactory. We hope that during the course of next year we will resolve the matter and reduce the number to three.