APPENDIX TWO

Principles of Quality Customer Service

Quality Service Standards

Publish a statement that outlines the nature and quality of service which customers can expect, and display it prominently. 

Equality/Diversity

Ensure the right to equal treatment as established by equality legislation, and accommodate diversity, so as to promote equality for individuals and groups covered by the equality legislation (on the grounds of gender, marital status, family status, sexual orientation, religious belief, age, disability, race and membership of the traveller community).

Identify and work to eliminate barriers and access to services for people experiencing poverty and social exclusion, and for those facing geographic barriers to services.

Physical Access

Provide clean, friendly and accessible public offices that ensure privacy, comply with occupational and safety standards and facilitate access for people with specific needs.

Information

Provide information that is clear, timely and accurate at all points of contact. Ensure that the potential offered by Information Technology is fully exploited.

Continue the drive for simplification of rules, regulations, forms, information leaflets and procedures.

Timeliness and Courtesy

Deliver quality services with courtesy, sensitivity and minimum delay, fostering a climate of mutual respect between provider and customer.

Give contact names in all communications to ensure ease of ongoing transactions.

Complaints and Appeals

Maintain a well-publicised, accessible, transparent and simple-to-use system of dealing with complaints about the quality of service provided. Similarly, maintain a formalised, well-publicised, accessible, transparent and simple-to-use system of appeal/review for those who are dissatisfied with decisions in relation to services.

Consultation and Evaluation

Provide a structured approach to meaningful consultation with, and participation by, the customer in relation to the development, delivery and review of services. Ensure meaningful evaluation of service delivery.

Choice

Provide choice, where practicable, in service delivery including payment methods, location of contact points, opening hours and delivery times. Use available technology to ensure maximum access, choice and quality of delivery.

Official Languages Equality

Provide quality services through Irish and/or English and inform customers of their right to choose the language medium.

Better Co-ordination

Foster a more coordinated and integrated approach to delivery of public services through partnership and development of networks of public service providers.

Internal Customer

Consult and involve staff in service delivery issues.