Written answers

Wednesday, 14 July 2021

Department of Public Expenditure and Reform

Departmental Correspondence

Photo of Thomas PringleThomas Pringle (Donegal, Independent)
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94. To ask the Minister for Public Expenditure and Reform if there are guidelines, written procedures or protocols or key performance indicators for acknowledgement of correspondence received and response to correspondence received, respectively by category of correspondence (details supplied) in tabular form; and if he will make a statement on the matter. [38247/21]

Photo of Michael McGrathMichael McGrath (Cork South Central, Fianna Fail)
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My Department is committed to providing a professional, efficient and courteous service to all our customers, in accordance with the 12 Principles of Quality Customer Service. We aim to treat all our customers equally and make every effort to ensure that the services we provide reflect their needs and expectations. The Quality Customer Service Charter for my Department sets out the levels of service all individuals are entitled to expect when they contact the Department.

Whether someone writes, telephones or e-mails the Department, we will deal with their enquiry efficiently and promptly. If the enquiry relates to a matter that comes within the remit of another public body, we will direct their enquiry to that body and inform them that it has been redirected.

In the case of written contact, all correspondence will be acknowledged within 3 working days of receipt, with a full response issuing within 15 working days or, where this is not possible, an interim reply will be given, explaining the reason for the delay and advising when a substantive response will issue. All telephone calls to the main Department switchboard will be answered promptly and all callers will be directed to the correct area or individual. Any callers who must be transferred will be advised of the reason for the transfer and the area or individual to whom they are being transferred.

Voicemail messages will be updated regularly and staff will endeavour to respond to voicemail messages within 1 working day of receipt. In the case of e-mail contacts, all e-mails requiring a response will be acknowledged within 1 working day of receipt, with a full response issuing within 15 working days of receipt or, where this is not possible, again an interim reply will be given, explaining the reason for the delay and advising when a substantive response will issue. An automated e-mail response will issue where staff are out of the office.

In addition, correspondence arriving into the Department via my office or that of the Secretary General is recorded on an eCorrespondence tracking system. Acknowledgements are issued and the correspondence is assigned to the relevant responsible area within the Department.

My Department’s Quality Customer Service Charter and Action Plan can be viewed on the gov.ie website at the following link: www.gov.ie/en/organisation-information/79b529-customer-service-in-the-department-of-public-expenditure-and-reform/

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