Phil Hogan (Carlow-Kilkenny, Fine Gael) | Oireachtas source

I thank Senator Colm Burke for raising this matter as it affords me the opportunity to outline the position regarding customer services in local authorities.
We need a local government service that represents its citizens and communities efficiently and effectively and provides access to the services people need in the most efficient and user friendly manner. Local authorities have an ongoing commitment to applying the highest standards in dealings with their customers in the delivery of their services. They continue to provide this quality service notwithstanding the reduction of more than 25% in their staffing complement in recent years. Given the changes in staffing levels and the variety of working patterns in a modern organisation, for instance, job sharing, it may not always be feasible to provide a specific contact name for all services. None the less, where this is the case, local authorities should make additional efforts to ensure the relevant unit can by contacted by making available a direct line number, specific e-mail address or link from the website to address queries.
That said, local government has been using best practice in service provision, embracing the benefits of the effective use of modern technologies, social networking, web based collaboration, mobile apps and geographic information systems, GIS, in an interactive manner with the public. Such an approach can already be seen through the roll out of the FixYourStreetwebsite, which is structured around an interactive map, allowing anyone to identify the precise location of a range of non-emergency local problems they wish to report and receive a prompt response to explain what can be done to address the issue raised. Low cost, web based solutions such as FixYourStreetenable local authorities to remain at the forefront of service delivery and help deliver an important element of our e-Government strategy.
The Senator refers specifically to making available contact details for housing authorities. The broad range of housing services provided by local authorities impacts on the daily lives of a great many people. Housing authorities act in many capacities, including as landlords for some 130,000 families and individuals; as the first contact point for those in need of social housing supports and for housing needs assessment; as administrators of housing grants, with some 8,000 older people and people with a disability directly benefiting each year; as providers of emergency accommodation for those who are homeless or in danger of becoming homeless; and as providers of loan finance for those who wish to purchase their own home. It is important, therefore, that those availing of these varied services, including those with special housing needs, can access help and information quickly and easily.
To their credit, housing authorities deliver these services to a consistently high standard, notwithstanding the constraints that apply in terms of resources, both financial and operational. The availability of easy to use access, such as in the case of the examples I cited, can help overcome these constraints. Local authorities should use contact arrangements that best suit the needs of their customers. The elected members of each local authority can and should play an important oversight role in ensuring their respective executive puts in place appropriate arrangements of this kind.
I am conscious of Senator Burke's comments on the type of service one should expect from local authorities. I assure him that the overall intent of the reforms of the local government system I introduced recently is to put the customer first. I will do everything possible, through oversight, to ensure this objective is realised in the years ahead.