Written answers

Tuesday, 8 May 2012

Department of Social Protection

Social Welfare Code

9:00 pm

Photo of Joan CollinsJoan Collins (Dublin South Central, People Before Profit Alliance)
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Question 218: To ask the Minister for Social Protection further to Parliamentary Question No. 5 of 25 April 2012, if she will stop referring to people who have entitlements to the safety net of social welfare provision as customers as used in her reply to the question regarding childcare provision, as the relationship between state services and citizens is not one of customers and owners; and of she change her practice of calling people who are entitled to services and payments as customers. [22757/12]

Photo of Joan BurtonJoan Burton (Dublin West, Labour)
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Since the launch of the Strategic Management Initiative in February 1994, the provision of high quality customer service has been an essential element of the modern Public Service. Delivering Better Government published in May 1996, recommended the introduction of a Quality Service Initiative for the customers of the Civil Service and in 1997 the Quality Customer Service (QCS) Initiative was launched.

Since 1997, public service organisations have been producing Customer Action Plans to assist them in improving the way in which services are delivered to their customers. In 2003, as part of a continuing drive to further promote Quality Customer Service, public service organisations began to adopt Customer Charters. Customer Action Plans and Customer Charters are produced as part of the same overall process and have separate but complimentary roles.

My Department is committed to ensuring that a customer service ethos is embedded in everything it does and is embraced by everyone in the organisation. The overall aim is to provide people with the information, financial support and other services that they require in a timely and customer-friendly way. My Department is determined to perform to best international standards; be responsive and innovative; provide value for money; and maintain the public service values of openness, responsiveness, professionalism and good governance.

The Customer Charter sets out the standards of service that people can expect in their dealings with the Department. This charter is displayed in all Department offices and on the website, www.welfare.ie. The Customer Action Plan builds on the charter commitments and sets out a range of aims and actions to achieve them during the lifetime of the plan. A new plan is being finalised at present.

I believe that it is important that the concept of the provision of high quality customer service to members of the public who access my Department's services continues to be a priority and I have no plans to issue an instruction along the lines outlined by the Deputy.

Photo of John DeasyJohn Deasy (Waterford, Fine Gael)
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Question 219: To ask the Minister for Social Protection if the report has been completed on the retained fire-fighters and their social welfare entitlements; and if she will make a statement on the matter. [22759/12]

Photo of Joan BurtonJoan Burton (Dublin West, Labour)
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Taking account of the unusual circumstances of retained fire brigade personnel and general efforts to develop and standardise our jobseeker schemes, a departmental group was established in late 2011 to examine the position of these workers vis-À-vis jobseeker's benefit and jobseeker's allowance.

While this examination has been largely completed, a number of issues arising from it are being considered further. My officials will be in touch with relevant deputies in this regard as soon as possible.

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