Catherine Murphy (Kildare North, Independent)
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75. To ask the Minister for Social Protection the reason citizens who avail of the services of her Department are referred to throughout departmental communications and publications as customers; her views that such nomenclature originates in an ideological mindset more disposed towards a vision of a market-oriented society and, as such, is perhaps unnecessary for a Department whose primary role is to maintain a social floor and more cohesive and equal society; and if she will make a statement on the matter. [5303/15]

Joan 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 Governmentpublished 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 additionally began to adopt Customer Charters.

It is generally accepted that there is a broad public understanding of the term ‘customer services’. It is not confined to specific genres of business that members of the public may from time to time engage in or require. It is entirely appropriate therefore to use such terminology when referencing the delivery of high quality public services to members of the public. Such services include the provision of information, financial and other support services, including more recently employers support, delivered on a daily basis by the Department of Social Protection to almost 1.5 million people, in a way that ensures they get the help and support they need, when they need it.

The Department’s Customer Charter, which is displayed in all public offices, sets out the standards of service that people can expect in their dealings with the Department. The Customer Action Plan 2013 – 2015, which is available on , outlines a range of commitments and actions to help deliver a high quality service during the lifetime of the Plan.

In achieving its overall aim of providing people with the timely and customer-friendly information, financial and other support services they require, the Department is committed to ensuring that a customer service ethos is embedded in everything it does and is embraced by everyone in the organisation.