Robert Troy (Longford-Westmeath, Fianna Fail)
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501.To ask the Minister for Public Expenditure and Reform if, to ensure quality public service, he will introduce timelines for decisions, in order that the public can know the exact timeline for delivery of a public service, similar to a planning application which must be dealt with within the statutory time limits; and if he will make a statement on the matter. [32936/24]

Paschal Donohoe (Dublin Central, Fine Gael)
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Thank you Deputy for the question. My Department has been responsible for a number of recent reform initiatives, including ‘Better Public Services’ transformation strategy, which aims to deliver inclusive, high quality and integrated Public Service provision that meets the needs and improves the lives of the people of Ireland.

Under ‘Better Public Services’, public service bodies are tasked to identify and prioritise reform actions aimed at improving the delivery of public services. Bodies are requested to have regard for these priorities in developing their corporate strategies, by aligning the delivery of these actions in their business plans and reporting on progress in their annual reports. The specific actions and timelines are a matter for the organisations and their line departments.

My Department also supports public service bodies to continuously improve the delivery of public services and how we engage with our customers through the coordination of a number of enabling initiatives.

In 2022 through coordination of the Quality Customer Service Initiative (QCSI), my Department published updated guidance for how public service bodies should engage with customers in a timely and efficient manner to ensure they achieve and maintain the highest standards of management and accountability. Departments and Public Service Bodies were required to update, redevelop and implement their organisations' Customers Service Action Plans and Customers Charters to set out the level of service that the public can expect when dealing with them. It is the responsibility of organisations and their line departments to demonstrate responsiveness through accessible, transparent and regular reporting and evaluation of performance against the service standards set out in their Customer Service Action Plans and Charters. This provides clear accountability by organisations on the implementation of those standards and drives continuous improvement in quality customer service and public service delivery.

Last year, my Department also published an Action Plan for Designing Better Public Services. This Action Plan sets a national direction for how public services should be developed going forward. It provides a tangible, practical and comprehensive pathway for how Government will integrate design principles across the Public Service leading to more people-centred, inclusive, user-friendly and effective public service delivery.