Paddy McHugh (Galway East, Independent)
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Question 178: To ask the Minister for Education and Science if protocols and arrangements will be put in place to ensure that national school principals needing to contact officials in her Department by telephone are enabled to do so in an organised formal efficient manner without difficulty and time wasting; and if she will make a statement on the matter. [17732/06]

Mary Hanafin (Dún Laoghaire, Fianna Fail)
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Staff in my Department aim to provide high quality services to all customers, including schools and to continually improve the standards of service provided. My Department's Customer Charter, published in October 2004, sets out the standard of service customers can expect to receive. Over 80% of customers prefer to make contact with the Department by telephone, resulting in over one million incoming telephone calls per annum. Telephone numbers for all our services are published in the Green Pages section of the Eircom Directory. Customers who dial one of the three mainline numbers will be connected to the required extension in any of our main office locations. A direct dial inwards facility is also available on all our extensions.

We are committed to providing a telephone service from 9.15 to 5.30 Monday to Friday. We aim to answer at least 80% of telephone calls received, within 20 seconds. Voicemail is used for times when individual members of staff are unavailable to take calls and voicemail messages are returned within one working day. We have a complaints procedure in place to assist customers who feel the service provided was not in line with our Customer Charter commitments. If the Deputy is aware of particular difficulties experienced by any schools, I would be grateful if he would bring them to my attention.

Our website www.education.ie has an A-Z guide to services and a huge range of information on all aspects of the work of the Department. We aim to provide as much information as possible, in clear and accessible formats. In addition, the network of Regional Offices of my Department enhance communication with schools and the wider community and facilitate a greater engagement by my Department with those involved in the planning and delivery of educational services at local level.