Damien English (Meath West, Fine Gael)
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Question 628: To ask the Minister for the Environment, Heritage and Local Government if he will examine the feasibility of compelling local authorities to record incoming and outgoing phone calls for training and quality purposes; and if he will make a statement on the matter. [30603/07]

John Gormley (Dublin South East, Green Party)
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A quality customer service approach by local authorities has been a key objective of the local government modernisation programme. A range of initiatives has been taken by local authorities in this regard, including the provision of One Stop Shops, establishment of complaints procedures and greater use of ICT. While the recording of telephone calls for training and quality purposes is a matter for individual local authorities, I understand that some authorities have such procedures in place.

In accordance with the Programme for Government, my Department will be publishing a Green Paper on Local Government Reform in the coming months. The Green Paper will examine a number of issues with the objective of making local government more transparent and responsive, and will set out options for reform, for consideration in advance of the preparation of a subsequent White Paper. The provision of quality customer service to the public is among the issues to be considered in the Green Paper.