Ruth Coppinger (Dublin West, Socialist Party)
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60. To ask the Minister for Public Expenditure and Reform if he is implementing a plain English policy, as outlined by the National Adult Literacy Agency, in his Department's communications; and if he will make a statement on the matter. [7288/15]

Brendan Howlin (Wexford, Labour)
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One of the twelve Guiding Principles of Quality Customer Service in the Civil Service is that Departments and Offices "take a proactive approach in providing information that is clear, timely and accurate" and "continue the drive for simplification of rules, regulations, forms, information leaflets and procedures".  In this context, my Department's Customer Charter 2014-2016 states that all written contact from the Department "will be in clear, simple language, free from jargon and technical terms as far as possible". 

More generally, the increased use of plain language is an important part of the Government's Public Service Reform programme.  The use of plain language facilitates more effective communication with our customers, makes services more accessible to users and reduces the need for repeated contact with public bodies.  The Public Service Reform Plan 2014-2016, which I published in January 2014, includes a commitment to "continue to centrally promote the benefits of the use of plain language including through guidelines, training and other supports". 

As part of our work in this area, last year my Department engaged the National Adult Literacy Agency (NALA) to deliver Plain Language Training for a number of staff in my Department, as well as customer service officers from other Departments and Offices. In addition, in cooperation with NALA, my Department also developed and circulated a guide for public servants on the use of plain language. I consider these supports delivered by my Department to be very important and they have proven to be very helpful in supporting a wide range of customer service officers to deliver better services.