Written answers

Tuesday, 15 January 2019

Department of Employment Affairs and Social Protection

Departmental Staff Data

Photo of Joan BurtonJoan Burton (Dublin West, Labour)
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1070. To ask the Minister for Employment Affairs and Social Protection the number of staff in her Department employed to work on marketing, media and social media in 2018. [54480/18]

Photo of Regina DohertyRegina Doherty (Meath East, Fine Gael)
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Staff in the Communications and Customer Service Unit of my Department perform a number of different roles which may change depending on the business needs of the Department. Staff are divided between the following teams within the Unit:

- Communication (7 staff): The communications team are responsible for all planned external communications and public information campaigns, as well as supporting internal communications, developing and designing reports / documents / posters and other visual material for use by the Department in its engagements with customers, stakeholders and staff. The team is also responsible for developing useful customer content including explainer videos and information in a range of accessible formats including Plain English, Irish Sign Language and braille, where required.

- The Press Office Team (3 staff): The press office team communicates the messages of the Minister and the Department to the media, manages key media events for the Department and provides timely responses to media enquiries. The team also manages the Department’s official Twitter account in respect of press/public information.

- The Information Team (14 staff): The team operates a general information contact centre and email enquiry account on behalf of the Department, which provide general information to customers on the schemes and services of the Department. The team also represent the Department at various customers and stakeholder events and provide general information talks on aspects of the Department’s work to various organisations (e.g. pensions/other entitlements). They also assist other areas with the logistics associated with representing the Department at events, including the provision of corporate materials for such events. They also manage the provision of an information leaflet despatch service on behalf of the Department. The team also manages the Department’s official Twitter account in respect of general public enquiries/information requests.

- Customer Service Policy Team (5 staff): The team is responsible for developing Customer Services Policy on behalf of the Department. The team also coordinates the Department's Comments Complaints and Compliments system which is the formal feedback system from customers on their experiences of interacting with the Department. It manages and coordinates the Customer Charter and Action Plan, manages quarterly stakeholder fora on behalf of DEASP and produces the quarterly staff magazine, Social Affairs.

- Website, Forms Design Team (7 staff): The team manage and update the Department’s website on a daily basis to ensure timely and relevant customer and stakeholder information is available and presented in an accessible and user-friendly way. This includes scheme updates, important changes in the Department, crisis communications and service / office related updates. The team also manages the Department’s official Twitter account for the purpose of customer information / customer service. The forms design team develop and update primary customer application forms for all schemes administered by the Department.

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