Customer Service Action Plan 2009-2011: Department of The Environment, Heritage & Local Government

Customer Service
Action Plan
2009-2011
Department of the Environment,

Heritage & Local Government
Government of Ireland 2009

ISSN 1649-8054
Design : Desktop Publishing Unit
Department of the Environment, Heritage and Local Government
The document (English and Irish language versions) is available on the Department's website
http://www.environ.ie
Copies of this document may be obtained from the:
Quality Customer Service Officer,
Department of the Environment, Heritage and Local Government
Custom House,
Dublin 1.
LoCall: 1890 20 20 21
Tel: 01 - 888 2597
Fax : 01 - 888 2694
Email : qcsofficer@environ.ie
Contents
SECrEtary GEnEraLS ForEworD
PrinCiPLES oF QuaLity CuStomEr SErviCE
CuStomEr CHartEr
4
5
6
Part i introDuCtion
Background to Quality Customer Service

Approach to Developing the new Customer Service Action Plan
Extension of the Quality Customer Service Principles to the Wider Public Service
9
10
11
Part ii ovErviEw oF tHE DEPartmEnt
13
Our Customers
Location of the Departments Offices
14
15
Part iii imPLEmEntinG tHE PrinCiPLES oF QuaLity CuStomEr SErviCE
16
Quality Service Standards

Equality/Diversity
Physical Access
Information
Timeliness & Courtesy
Complaints
Appeals
Consultation & Evaluation
Choice
Official Lauguages Equality
Better Coordination
Internal Customer
16
18
20
22
24
26
27
28
30
31
32
34
Part iv rESourCinG, monitorinG anD rEviEw
36
aPPEnDiCES
37
Appendix 1
Appendix 2
Appendix 3
Appendix 4
Appendix 5
38
39
40
42
Location and Contact Details of the Departments Main Offices

Other Departmental Contact Details
Quality Customer Service Officers
Bodies under the aegis of the Department
Office of the Ombudsman; Office of the Information Commissioner;
Office of the Data Protection Commissioner
Appendix 6 Abbreviations used in the Customer Service Action Plan
45
48
3 Customer Service action Plan
Secretary Generals Foreword

Providing a high-quality, efficient and effective service is central to our work in
the Department of the Environment, Heritage and Local Government. Given the
breadth of our remit, and the impact of our policies on individuals and
communities across the country, it is critical that our focus remains on delivering
for the citizen.
This new Customer Service Action Plan 20092011 and the associated Customer
Charter reaffirm our commitment to the delivery of high quality services to all.
Our Customer Charter outlines the standards of service that customers can
expect to receive when they interact with us by phone, in writing or in person.
The Action Plan sets out how we will implement the Charter commitments and review and report on our
performance in this regard.
Ensuring that the needs of the citizen are put first, and providing new ways for people to engage with our
work, are at the heart of the public service transformation agenda. This is reaffirmed, in particular, in the
Government Statement on Transforming Public Services and the associated Task Force Report published in late
2008. We appreciate that if our policies, regulation and services are to be effective, then they must be
informed by the people who use, and are directly affected by, them.
That is why we have put so much emphasis in this Action Plan and Charter on feedback and evaluation.
Feedback has been critical, in fact, to the development of commitments set out in the Plan. The views that
have been expressed by those with whom we work partner bodies, local authorities and our own staff
have informed the range of actions set out. Equally, the views expressed by members of the public, both in
formal surveys and in ongoing feedback, are vital in ensuring that our commitments are well tailored to
addressing the needs of all our customers.
In implementing the range of commitments in this Action Plan, our focus will be on doing things better, so
that we meet the changing needs of citizens, and are responsive and flexible in the way we deliver our
services. These considerations have always informed our work, and we are now placing a renewed
emphasis on quality, courtesy and timeliness in addressing citizen expectations at a time of challenge
economically and socially. Our Customer Charter sets out the service standards people can expect from us,
and in turn we advise our customers on the basic steps they can take which will assist us in delivering a
quality service.
I thank everyone involved in the development of these important documents. In particular, I acknowledge
the valuable input made by my colleagues across the Department, whose participation and commitment
form the bedrock to delivering a quality customer service. I am confident, given the commitment to
quality standards that has been demonstrated to date, that we will meet the challenges ahead with equal
determination and vigour.
Geraldine Tallon
Secretary General
Customer Service action Plan 4
Principles of Quality Customer Service

The Quality Customer Service Principles listed below set out how Government Departments and
Public Service Offices deal with customers and clients of the public service.
Publish a statement that outlines the nature and
quality of service which customers can expect, and
display it prominently at the point of service
delivery.
Complaints
Maintain a well-publicised, accessible, transparent
and simple-to-use system of dealing with complaints
about the quality of service provided.
appeals
Equality/Diversity
Similarly, maintain a formalised, well-publicised,
Ensure the rights to equal treatment established by accessible, transparent and simple-to-use system of
equality legislation, and accommodate diversity, so appeal/review for customers who are dissatisfied
as to contribute to equality for the groups covered by with decisions in relation to services.
the equality legislation (under the grounds of
gender, marital status, family status, sexual
Consultation and Evaluation
orientation, religious belief, age, disability, race and Provide a structured approach to meaningful
membership of the Traveller Community).
consultation with, and participation by, the customer
Identify and work to eliminate barriers to access to in relation to the development, delivery and review
services for people experiencing poverty and social of services. Ensure meaningful evaluation of service
exclusion, and for those facing geographic barriers to delivery.
services.
Choice
Physical access
Provide choice, where feasible, in service delivery
Provide clean, accessible public offices that ensure
including payment methods, location of contact
privacy, comply with occupational and safety
points, opening hours and delivery times. Use
standards and, as part of this, facilitate access for
available and emerging technologies to ensure
people with disabilities and others with specific
maximum access and choice, and quality of delivery.
needs.
official Languages Equality
information
Provide quality services through Irish and/or
Take a proactive approach in providing information bilingually and inform customers of their right to
that is clear, timely and accurate, is available at all
choose to be dealt with through one or other of the
points of contact, and meets the requirements of
official languages.
people with specific needs. Ensure that the potential
offered by Information Technology is fully availed of Better Co-ordination
and that the information available on public service Foster a more coordinated and integrated approach
websites follows the guidelines on web publication. to delivery of public services.
Continue the drive for simplification of rules,
regulations, forms, information leaflets and
internal Customer
procedures.
Ensure staff are recognised as internal customers and
that they are properly supported and consulted with
timeliness and Courtesy
regard to service delivery issues.
Deliver quality services with courtesy, sensitivity
and the minimum delay, fostering a climate of
mutual respect between provider and customer.
Give contact names in all communications to ensure
ease of ongoing transactions.
Customer Charter
our Customers
Given the diversity of our activities, the Department has a wide range of customers including
individual members of the public, elected representatives, local authorities, our agencies, other
partner bodies, other Government Departments and Offices, international organisations, NGOs
and many voluntary and representative groups whose business interacts with the Department. A
number of specific services are provided directly to members of the public, e.g. through our
National Parks and Nature Reserves.
our commitment to you
Meeting your needs is important to us and we aim to
achieve this by:
giving you the best possible service and providing

helpful advice.
treating you properly, fairly, impartially and with

courtesy.
aiming to ensure that your rights to equal

treatment established by equality legislation are
upheld in the delivery of our services.
aiming to meet any special needs you may have.

Contact by telephone
If you telephone us:
our staff will answer your telephone enquiries

promptly and politely.
we aim to answer your calls within an overall

average of 10 seconds.
we will give our name and the name of the

Clonmacnoise
Section you have called.
we aim to answer your questions straight away. If we cannot do so, we promise to

take your details and tell you when you can expect to hear from us again.
Contact by Letter or Email
If you write to us:
we aim to respond to your query in clear plain language within 15 working days. If we
cannot do this we will write to explain why and tell you when you can expect a full reply.
If your correspondence relates to a matter that comes within the remit of another public
body, we will direct the correspondence to that body and inform you accordingly.
visiting our offices
If you call to see us:
we will try to arrange meetings at a time that suits you and will not keep you waiting
unnecessarily.
we will aim to provide private meeting rooms to discuss your query.
we will aim to answer your questions fully. If we cannot do this we will arrange to phone
you, or write to you if you prefer.
we will ensure that our offices comply with occupational health and safety standards.
we will aim to ensure that our public offices are accessible for people with disabilities. Our
main offices providing direct information or services to the public, in Dublin, Ballina and
Wexford are accessible for people with disabilities.
Service in irish
We aim to ensure that:
customers who wish to conduct their business through Irish can do so.
documents such as the Annual Report and Customer Service Action Plan are available in
both Irish and English.
information leaflets on various schemes are available in Irish and English.

Customer responsibilities
Customers also have an important role to play in assisting the Department achieve its service
commitments. By adhering to the following principles you will greatly assist us in delivering a
quality service to you:
Providing Accurate Information
Quote reference numbers, where available, in all correspondence and communications
with the Department.
Familiarise yourself with the terms and conditions of schemes before filling out
applications/forms and provide all necessary supporting documentation.
Providing Contact Details
Provide a daytime telephone number or email address, if available, in all
correspondence.
Adhering to Closing Dates
Ensure, where applicable, that applications/forms are submitted in sufficient time to
meet specified deadlines.
Responding to Requests for Additional Information
Respond as soon as possible to any queries raised, including supplying any additional
information requested in support of applications.
Inform us of any changes in circumstances which may have a bearing on a decision
made by the Department.
Making Appointments
If you need to visit the Department regarding a complex matter, please make an
appointment in advance. This will ensure that the appropriate officials will be
available and that any necessary preparations can be undertaken.
Cooperating with Department Staff
Treat staff of the Department with the same courtesy and cooperation you would like
to receive.
Accord staff the due respect and freedom to carry out their duties and refrain from
intimidating or threatening staff in any manner whatsoever. The following behaviour
is not acceptable from any member of the public in any of our facilities, or in the
provision of any of our services:
1. Harassment of staff by use of abusive, racist or threatening language.
2. Use of violence or threat of violence towards staff members.
3. Behaviour which is disruptive and interferes with delivering a quality customer
service
Customers are advised that where a staff member is subjected to such treatment,
contact will have to be terminated.
Feedback
The Department is committed to consulting with its customers and to evaluating its services.
You can help us by:
providing comments or suggestions regarding the service you receive.
completing and returning any customer survey forms that we may send you.
If you want to forward a suggestion on how we could improve our service to you, please email
qcsofficer@environ.ie or send your suggestion directly to Quality Customer Service Officer,
Corporate Development Section, Department of the Environment, Heritage and Local
Government, Custom House, Dublin 1.
How to Complain
If you have a complaint about the service we have provided, you should speak either to the line
manager of the area concerned who will look into the matter or you should write to the Quality
Customer Service Officer for the Department. We will do our best to put things right if we have
made a mistake. We will acknowledge your complaint within 3 working days and try to deal with
your complaint within 10 working days. If we need to carry out further research we will let you
know and try to have completed this within 20 working days.
If you are still not happy, you can write to the Office of the Ombudsman, 18 Lower Leeson Street,
Dublin 2. Tel. (01) 639 5600; LoCall 1890 22 30 30; Email: ombudsman@ombudsman.irlgov.ie
How to Contact us
LoCall:
telephone:
Email:
Fax:
website:
in person:
1890 20 20 21*
(01) 888 2000
qcsofficer@environ.ie, press-office@environ.ie, minister@environ.ie
(01) 888 2888
www.environ.ie
Wexford, Dublin, Ballina. Access is available by ramp/lift.
our opening hours are:Monday to Thursday 9.15 am to 5.30 pm; Friday 9.15 am to 5.15 pm
*LoCall: Certain telephone service providers allow customers to make calls to LoCall numbers at the local call rate
from anywhere in the country. Please check with your telephone provider to determine whether or not you can avail
of low rates on LoCall numbers.
Part i: introduction
The Department of the
Environment, Heritage and Local
Government is committed to
delivering a very high quality of
service to all our customers. As
outlined in our Statement of
Strategy 2008-2010 our aim is to
ensure the ongoing development
of a high performance Department
committed to providing a quality,
efficient and effective service to all
our customers.
Kilclooney Dolmen
This Customer Service Action Plan 2009-2011 sets out the steps that we will take over the period to
end 2011 to deliver on the commitments set out in the Customer Charter and under each of the 12
Quality Customer Service Principles. Implementation of this Action Plan is one of the key
strategies that we will pursue to support the achievement of our objective set out in our
Statement of Strategy.
The Plan includes a range of objectives to be achieved by a certain time, as well as details of
performance measurement and reporting mechanisms.
Met ireann, which is operationally autonomous, prepares and publishes its own Customer
Charter and Customer Service Action Plan.
Background to Quality Customer Service
The provision of a Quality Customer Service is a central part of the modernisation programme for
the Irish Civil Service. Public service organisations have been producing Customer Service
Action Plans since 1997 to assist them in improving the way they deliver services to their
customers.
We are committed to ensuring that the citizen is at the heart of our policy formulation, regulation,
planning and delivery of services. The Report of the Task Force on the Public Service, 2008, highlights
the importance of ensuring that additional information and participation channels are created to
reach out to an increasingly engaged and active citizenry. Furthermore, the Government Statement
on Transforming Public Services restates our commitment to offering the best service we can,
whatever the chosen channel in person, by telephone, in writing, or by email. In essence, the
aim is to ensure that we continue to reach out to our customers in new and more efficient ways.
i
The Government Statement also reaffirms the importance of Customer Charters in setting the
service standards that customers can expect. The Departments Customer Charter outlines the
standards of service which customers can expect from us. The Charter is an evolving document.
It will be regularly reviewed to take account of customer feedback; as such, commitments and
objectives will change over time. The most up-to-date version of the Customer Charter will be
published on the Departments website www.environ.ie.
Since the publication of the Departments last Customer Service Action Plan, good progress has
been made in improving the quality of service delivered to our customers. This has included new
supports and service delivery mechanisms for both our internal and external customers. In
particular, there have been significant developments in terms of the provision of online
information to the public through the introduction of a number of award-winning public
awareness campaigns, including the Change and Notice Nature campaigns.
In keeping with the Departments commitments in relation to consultation and evaluation, we
continue to engage in extensive consultation processes, both in the development and review of
policies, and the implementation of legislation. The input received from such consultation
enables us to ensure that we are best meeting the needs of our many stakeholders. A variety of
formal and informal networks have been established to maintain good communication with our
partners in the local government sector and the bodies under our aegis.
Along with these developments, we continue to survey our customers on a regular basis, inviting
feedback on the services we offer and where improvements can be made. This information is
critical in terms of ensuring that we can continue to deliver the level of service our customers
have come to expect.
approach to developing the new Customer Service action Plan
The development of this Charter and Action Plan was informed by the new Guidelines for the
Preparation of Customer Charters and Action Plans published by the Department of the Taoiseach in
2008; the work of the Task Force on Customer Service and the Report of the Task Force on the Public
Service, published in November 2008 and the subsequent Government Statement on Transforming
Public Services. A key principle emerging from these documents is the importance of putting the
citizen first. In recognition of this, our first approach in preparing this Action Plan and Charter
was to consult with customers/stakeholders. This took the form of surveying external and
internal customers, analysing feedback on service levels via online questionnaires and through
the Departments dedicated Quality Customer Service (QCS) email account, as well as being
guided by the views and recommendations of trained QCS officers within the Department and
through the QCS Officers Network across all Government Departments.
i
As a first step, the Department issued surveys to the local authorities and agencies of the
Department, and a customer survey was also placed on our website www.environ.ie. In April
2008, in order to ensure maximum customer engagement, we advertised our customer survey in
the national newspapers. Customers were asked for their views on our standards of service and
our performance in meeting commitments set out. We would like to thank all those who
responded to our surveys; these helped us significantly in developing this Action Plan and
Charter.
Results of the surveys show that our staff are rated quite highly in relation to customer service;
94% of respondents agreed/strongly agreed that staff are courteous, while 90% agreed/strongly
agreed that staff are helpful. The provision of information to the public was also rated highly, 82%
agreed/strongly agreed that information provided was meaningful and accurate. Visiting the
Departments website, offices and national parks was a positive experience for a high number of
respondents. Facilities in the offices and national parks were rated quite highly (from April 2008
survey).
We continue to work on addressing the issues that customers raised in the surveys and we hope
that by listening to customers and acting on their suggestions, we can improve the level of service
provided to them.
In recognition of the fact that delivering a customer service is everybodys job, and that it must
permeate throughout the whole organisation in the way we conduct our business, we also
consulted widely with internal staff in the preparation of this Plan. This included an initial
survey that issued to all staff, consultation with a group of key staff involved in the provision of
services to our customers, and consultation with the Departments Partnership committee. We
will continue, through awareness sessions and workshops throughout our offices, to consult with
and make all staff aware of our commitments under our Customer Service Action Plan. This will
be co-ordinated through our network of QCS Officers (see Appendix 3).
Extension of the Quality Customer Service Principles to the wider Public Service
Local Government
The Department is a focus at central level for over a hundred directly-elected local authorities, of
which the primary units are the 34 county and city authorities. In addition, 20 semi-state bodies
listed at Appendix 4 operate under the aegis of the Department.
Significant improvements in customer service have already been achieved by many local
authorities and semi-state bodies. In May 2003, a Customer Service Group, representative of the
Department, local authorities and the Institute of Public Administration (IPA), was established
with the aim of progressing the customer service agenda. In January 2004, the Department
i
published the results of the review by the Group of the operation of service indicators in local
authorities. This led to the publication in 2005 of the first national report on service indicators.
This initiative has brought transparency to the work of local authorities by measuring their
performance across a range of areas, including housing, water and the environment, enabling
year-on-year comparison. Following a review of the service indicators in 2007, the number of
indicators has been increased from 42 to 46 for 2008 onwards and many have been revised to
ensure they remain relevant and meaningful. Local government is the first sector in the public
service to measure performance in this way.
In addition, the Local Government Customer Service Group has published guidelines for local
authorities on customer consultation and on complaints systems, drawing on best practice in the
area and designed to enhance the customer focus of local authority activities. Guidelines on
customer charters have also been issued to local authorities. Recommendations arising from the
Transforming Public Services report, from the Task Force on Customer Service and from the
Government Statement on Transforming Public Services will be implemented across local authorities
in due course, building on previous initiatives in the area of Quality Customer Service.
The Programme for Government committed to making local government more transparent and
more responsive to its customers. The Department published a Green Paper - Stronger Local
Democracy - Options for Change in 2008, which proposes that these aims can be achieved through
strengthened local democratic leadership. Quality Customer Service was one of the guiding
principles that informed the paper. Final recommendations for local government change,
including in relation to Customer Service, will be included in the White Paper on Local
Government, due for publication in 2009.
Partner Bodies
The Department is also supported in its work by a range of bodies under its aegis. These bodies
are in the main, non-commercial, undertaking quasi-judicial/regulatory, advisory and
developmental functions. Their work spans the range of Department functions, including
measures to ensure environmental and heritage protection and conservation, implementation of
efficient and effective planning systems, supporting the development of sustainable communities
and the provision of local government supports. These bodies are committed to the provision of
a Quality Customer Service and have introduced measures such as consultation with customers,
Customer Charters and Customer Action Plans, where appropriate. Details of these bodies are set
out at Appendix 4.
While our work with local authorities and partner bodies is critical in terms of the extension of
QCS to the wider public services, this Action Plan and associated Charter focus on the actions to
be implemented by the Department itself.
ii
Part ii - overview of the Department

The Departments Mission as set out in our Statement of Strategy 2008-2010 is to pursue
sustainable development.
In pursuing this mission our mandate is to:
achieve a high quality environment with effective environmental protection;
address climate change;
achieve effective conservation of our natural heritage and biodiversity;
achieve effective conservation of our built heritage;
protect and improve water resources and the quality of drinking water;
ensure that our regions and communities are planned and built to respect sustainable and
balanced regional development;
ensure good quality housing in sustainable communities;
monitor, analyse and predict Irelands weather and climate;
support and enable democratic and responsive local government.

The Statement of Strategy 2008-2010 identifies the key objectives and associated strategies which
flow from the Mission and set the agenda for the Departments main functional areas.
The Department is responsible for policy and programme formulation in relation to the
environment, the development and financing of public infrastructure and a number of regulatory
functions. Most of the Department's spending is channelled through local authorities and, as
such, local authorities are the main providers of public infrastructure and the provision of
services locally.
Skellig Michael
ii
The work of the Department is carried out through six Divisions Environment; Water &
Planning; Heritage; Local Government; Housing and Corporate Services. In addition, Met ireann
and the Local Government Audit Service also form part of the Department.
In June 2007, responsibilities in relation to non-national roads and the National Vehicle and
Driver File (NVDF) transferred to the Department of Transport. In 2009, new functions in relation
to marine foreshores transferred to the Department from the Department of Agriculture, Fisheries
and Food.
Further details regarding the Department's responsibilities, functions and services are outlined in
the Freedom of Information Section 15 Reference Book which is available on our website
www.environ.ie or from the Information Officer, Organisation Section, Department of the
Environment, Heritage and Local Government, Custom House, Dublin 1. Email: foi@environ.ie.
LoCall: 1890 20 20 21
our Customers
The Department of the Environment, Heritage and Local Government engages with a broad
customer base including members of the public, elected representatives, local authorities, our
agencies, other Government Departments and Offices, international organisations, NonGovernmental Organisations (NGOs) and many voluntary and representative groups. Staff are
recognised as internal customers and a number of specific initiatives have been developed in
recent years to support internal customer service, including the establishment of a
Communications Unit within the Department.
Direct interaction with the public by the Department includes:
the issuing of housing grants and certificates;
the administration of architectural conservation grants;
work by the National Parks and Wildlife Service (NPWS) including issuing of licences
under the Wildlife Acts, issuing Notifiable Action Consents for National Heritage Areas
(NHAs), and issuing Habitats Regulations for Special Protection Areas (SPAs) and for
Special Areas of Conservation (SACs);
direct interaction with the public through our National Parks and Nature Reserves and at
other NPWS properties around the country;
enforcing and regulating the Wildlife Acts and Habitats Regulations as well as patrol work
of Nature Reserves, National Parks, State Lakes and the general countryside;
work by the National Monuments Service including issuing of consents and directions;
issuing of excavation, dive and detection licences; comments on Environmental Protection
Agency (EPA) and marine applications via the Department's Development Applications
Unit; forestry applications and graveyard works requests; and notification of works to
Recorded Monuments & Places;
ii
work by NPWS and the National Monuments Service in the pre-planning consultation and
planning application assessment process, including the issuing of observations and advice
via the Departments Development Application Unit.
The principles of Quality Customer Service are abided by in the day-to-day conduct of our work
and in the ongoing policy and legislative development across the Departments functional areas.
We are also committed to continuing to work with local authorities and bodies under the aegis of
the Department to ensure the delivery of quality services to citizens.
Location of the Departments offices
The majority of the Departments Dublin-based staff are currently located at the Custom House,
Dublin 1 and some other smaller offices throughout the city. Regional offices are located in
Ballina, Co Mayo and an advance office under the decentralisation programme has been
established in Ardcavan, Co Wexford. Some Divisions of the Department have staff that are
located throughout the country, for example, housing and water inspectorate staff, audit service
staff and conservation rangers etc. Met ireann is headquartered in Glasnevin in Dublin and has
staff in regional locations.
As part of the Governments decentralisation programme, the Departments new Headquarters
will be situated in Wexford town from 2009. Decentralisation presents both challenges and
opportunities for the Department. The challenges arise in terms of ensuring that we continue to
maintain the level and consistency of service to our customers across all of our offices. The
opportunities present themselves in examining how we can improve in delivering on our core
functions. In addressing these issues, the overarching objective at all times is to ensure that our
customers continue to receive the high standard and quality of service they have come to expect
from the Department.
The locations of the Departments offices and contact details are provided at Appendix 1 and 2.
iii Part iii - implementing the Principles of Quality

Customer Service
The Department is committed to advancing the principles of Quality Customer Service thereby
further improving the level of our service to our customers. In respect of each QCS principle, we
set out in this section of the Action Plan our QCS implementation strategy over the next three
years; the key actions we will pursue to meet our QCS commitments, and the indicators we will
use to measure our performance.
Publish a statement that outlines the nature and quality of service which customers can expect,
and display it prominently at the point of service delivery.
We are committed to providing a high quality of service to all our customers. Our Customer
Charter outlines the standards of service that customers can expect to receive when they
telephone, email, write or visit our offices. This Action Plan describes how the Charter
commitments will be delivered and evaluated by the Department.
In addition to the above, given the nature of our functions, the Department places a high
emphasis on environmental performance and standards, and is committed to ensuring best
practice in this regard. The Department achieved the ISO 14001 international accreditation
standard for the Custom House in 2003. The ISO 14000 series of international standards have
been developed for incorporating environmental aspects into operations and product standards.
Details of the Departments Environmental Management System, including performance
indicators, are published in the Departments Annual Report, on the Departments website and in
other Departmental publications. Over the coming years, the Department will work towards
attaining the standard in other key buildings, in particular our new offices in the South East.
Bohonagh
iii
In order to address this principle we will implement the following commitments:
action
indicator
Ensure that the Customer Charter Publications available and

is available at reception desks in
prominently displayed in
our main offices, on the
appropriate areas.
Department's websites, and from
the Quality Customer Service
Officers in the Department listed
at Appendix 3
timeline
2009 and ongoing
Ensure also that the Customer

Service Action Plan is published
on our website and available in
other formats on request
Monitor and evaluate the Quality
Service Standards we set in the
Charter and Action Plan
Surveys carried out;

Feedback area on website;
Results of surveys published.
Surveys every two years
Report on Customer Service

progress each year in the
Departments Annual Report
Progress reported in Annual

Report.
Annual
Promote and increase awareness of

Quality Service Standards and the
twelve Principles of Quality
Customer Service among
Department staff
QCS posters in all locations;

QCS tips in Weekly Wrap (the
Departments weekly electronic
newsletter);
Intranet up-to-date;
Training provided to staff.
2009
Ongoing
Continue to work with local

authorities and partner bodies to
improve Customer Service
Best practice promoted and

Ongoing
customer service recommendations
advanced.
Continue to improve on our

ISO 14001 retained for Custom
environmental performance and
House and extended to other
publicise our commitments in this locations.
regard
Ongoing
2009 and ongoing
2009 and ongoing
iii
Equality/Diversity
Ensure the rights to equal treatment established by equality legislation, and accommodate
diversity, so as to contribute to equality for the groups covered by the equality legislation
(under 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 to access to services for people experiencing poverty and social exclusion,
and for those facing geographic barriers to services.
The Department is committed to providing services to its customers in a professional manner that
is free from any form of discrimination. The Departments Human Resources Strategy 2009-2011
sets out how we will seek to ensure that the environment within which people with a disability
work is supportive of their particular needs.
As part of this Strategy, the Department will communicate and promote Equality, Diversity and
Dignity Policies, ensuring that all staff are familiar with the basic provisions of the relevant
legislation and their obligation to treat colleagues and customers with respect.
The Departments Sectoral Plan under the Disability Act 2005, sets out objectives for the
Department, the bodies under its aegis and local authorities in relation to the delivery of
accessible buildings, facilities and information for all. An Access Implementation Team has been
established in the Department to oversee the implementation of the commitments related to the
Department in the Plan.
Clonmacnoise
iii
action
indicator
timeline
Promote staff awareness of the

Staff aware of Equality Officer role Ongoing
Departments Equality Officer role and information disseminated.
Promote staff awareness of
Training events/information
equality and diversity through
sessions held;
information sessions, training, and Articles published.
articles in the Weekly Wrap and
staff magazine
Ongoing
Regularly review the effectiveness Policies reviewed by Partnership

of equality policies in the
Committee.
Department through the
Partnership process
Ongoing
Implement the principles of the

Principles implemented;
Code of Practice for the
Employment targets achieved.
Employment of People with a
Disability in the Irish Civil Service
and monitor compliance with the
employment targets under part 5
of the Disability Act 2005
Ongoing
Implement an annual work

programme through the
Departments Access
Implementation Team that focuses
on improving the services to
people with disabilities
Annual Work Programme

Annual
implemented;
Measurable improvements
demonstrated in QCS surveys and
internal staff surveys.
Ensure that equality and diversity Equality legislation and principles Ongoing
are central to the Departments
adhered to.
policy and legislative development
iii
Physical access
Provide clean, accessible public offices that ensure privacy, comply with occupational and
safety standards and, as part of this, facilitate access for people with disabilities and others
with specific needs.
The Department is committed to ensuring that our office buildings are clean, safe, comply with
occupational health and safety standards, and facilitate access for people with disabilities and
others with special needs.
In terms of visitor facilities, in particular, the Department continues to work with the National
Disability Authority (NDA) on its Code of Practice on Accessible Heritage Sites and further
supplementary guidance. In particular, the Department has made significant improvements to
facilitate access to our National Parks and Nature Reserves over recent years. This has included:
provision of audio visual displays at all NPWS Visitor Centres;

provision of wheelchair access and wheelchair accessible board-walking at some sites;
adaptations to provide universal access at specific sites and the opening of sensory gardens;
employment of adults with disabilities at certain sites;
NPWS carrying out a universal access audit of Wicklow Mountains National Park as a pilot
programme in 2009.
A website has also been developed by the Local Government Management Services Board
(LGMSB), Local Government Computer Services Board (LGCSB) and the Department, www.laaccessibility.ie, to help develop capacity in local authorities for implementing the National
Disability Strategy. This showcases good practice in accessibility in local authorities and provides
practical answers to questions relevant to local authorities.
iii
action
indicator
timeline
Maintain our accommodation to a Positive feedback from customers

standard acceptable to both
and staff (surveys).
customers and staff
Ensure up-to-date health and

safety statements are in place in
respect of all of the Departments
offices, and that adequate safety
procedures are in place in case of
emergencies
Ongoing
Health and Safety Statements in

place and implemented.
Provide suitable communication

Communication aids provided as
aids for people with hearing
required.
impairments in places such as
reception areas and meeting rooms
Ongoing
Ensure that all new building

works undertaken are disability
proofed
Disability proofing undertaken.
As required
Continue to improve access at

NPWS visitor centres
Access improved as per targets set Ongoing

out in NPWS conservation
management plans1.
1A conservation plan includes descriptive information about a site and a management framework section which outlines objectives and strategies.
Management plans are available on www.npws.ie.
iii
information
Take a proactive approach in providing information that is clear, timely and accurate, is
available at all points of contact, and meets the requirements of people with specific needs.
Ensure that the potential offered by Information Technology is fully availed of and that the
information available on public service websites follows the guidelines on web publication.
Continue the drive for simplification of rules, regulations, forms, information leaflets and
procedures.
The Department is committed to providing clear, accurate and timely information to our
customers on our policies, services and programmes. This is achieved through a number of
different media electronic, print, audio, Braille, etc.
In terms of electronic media, we are committed to using the full potential offered by information
technology. The Departments redesigned website (www.environ.ie) went live in April 2007,
creating a more comprehensive and accessible website with a broader range of choice to
customers in accessing information and services. Other major websites, which have been
redesigned/enhanced in recent years, include the National Monuments Service site,
www.archaeology.ie. This contains useful information and advice for the public and archaeology
professionals, as well as access to national archaeological records and a facility for making online
archaeological licence applications. In 2006 the website of the National Inventory of Architectural
Heritage (NIAH), www.buildingsofireland.ie, was updated and enhanced. This website contains
useful information on architectural heritage and building conservation as well as a facility to
browse the NIAH Surveys online. The National Parks and Wildlife Service website,
www.npws.ie, launched in 2007, provides a far greater range of interactive material for users
online.
The Department has also been involved in providing information online through a series of
award-winning public information campaigns. This has included the Notice Nature campaign
on biodiversity, which involved an extensive media campaign, including a photographic
competition run in conjunction with TV3, and the development of a website www.noticenature.ie.
The award winning public awareness campaign Change - Irelands Plan of Action on Climate
Change was launched in 2007. It uses the internet, TV, radio and billboards to provide
information to the public on Climate Change.
In terms of our drive to support the simplification of rules, regulations etc., the principles of
better regulation underpin our extensive regulatory programme. In particular, the Department is
represented on a number of different national and EU groups involved in programmes to reduce
administrative burdens arising from regulation.
iii
action
indicator
timeline
Use clear language in forms and

information leaflets, availing,
where possible, of agreed
standards in relation to Easy to
Read options etc.
Positive feedback from customers

through survey results.
Ongoing
Ensure that the Departments

websites are up-to-date and that
the information available is clear,
timely and accurate
Positive feedback from customers

through survey results.
Ongoing
Seek the views of customers on the Accessibility of information

accessibility of information in any measured in surveys.
customer surveys carried out by
the Department
Implement the Departments

Legislative Programme, in
accordance with the better
regulation principles
Programme implemented in line

with best practice.
Ongoing
Upgrade the system for issuing

circulars to local authorities
electronically
New system designed and in

place;
Training provided to users.
2010
Facilitate the implementation of

Pilot phase completed and system 2009
the Housing Programme
introduced to local authorities.
Management System (ICT
package) to assist local authorities
to manage their housing projects
iii
timeliness and Courtesy
Deliver quality services with courtesy, sensitivity and the minimum delay, fostering a climate
of mutual respect between provider and customer. Give contact names in all communications
to ensure ease of ongoing transactions.
The Department can be contacted by telephone, email or letter, or by visiting our offices. Our
standards for dealing with telephone callers, personal callers and correspondents are set out in
our Customer Charter. We aim to ensure that we give timely and accurate responses to all
requests for information.
In terms of enhancing our service in relation to timeliness, a new system for the electronic
management of responses to Ministerial representations was introduced in 2007 (E-Reps). The EReps system aims to ensure that Ministerial representations are responded to within 15 days. A
similar initiative in relation to Ministerial invitations was launched in early 2009, which will
ensure such invitations are dealt with in an efficient and timely manner.
The Department also receives and deals with a large number of Freedom of Information (FOI)
requests and Access to Information on the Environment (AIE) requests each year. Our aim is to
ensure that we respond to all of these requests within the statutory deadlines; where we are not in
a position to do so, we inform the requester accordingly. An electronic tracking system similar to
the E-Reps system is currently being developed to ensure proper management of the requests
received in the Department.
Further information about how to request information under the FOI Acts 1997-2003 can be
obtained from our website www.environ.ie or from the Information Officer, Organisation Unit,
Department of the Environment, Heritage and Local Government, Custom House, Dublin 1.
Email: foi@environ.ie. LoCall: 1890 20 20 21.
In dealing with our customers, we also aim to ensure that we pay for all services within the
statutory deadlines set (15 days currently). There has been a continuous reduction in prompt
payment interest incurred by the Department in recent years. The ultimate aim is to keep invoice
handling and payment procedures under review with a view to reducing, and eventually
eliminating, all late payments.
iii
In order to ensure ongoing improvement in addressing this principle we will implement the
following commitments:
action
indicator
timeline
Ensure that staff are aware of the

guidelines and procedures in
relation to answering phone calls
and correspondence
Guidelines circulated and on

Ongoing
intranet;
Reminders/tips issued in the
Weekly Wrap and magazine and/or
staff information sessions.
Aim to meet consistently the

Positive customer feedback
standards of service set out in our through regular surveys.
Customer Charter and review our
performance
Ongoing
Meet all statutory requirements in Statutory requirements met.

relation to answering FOI and AIE
requests
Ongoing
Introduce an electronic FOI system New system designed and in

place.
Mid-2010
Continue to reduce the amount of 10% reduction in 2009 and

2009 and ongoing
late payments
ongoing improvements thereafter.
Promote and support the use of E- Reminders and tips issued in
Reps and E-invitations systems
Weekly Wrap and staff magazine;
Technical support provided.
Ongoing
Glenveagh
iii
Complaints
Maintain a well-publicised, accessible, transparent and simple-to-use system of dealing with
complaints about the quality of service provided.
We undertake to deal with all complaints and appeals fairly and objectively. The Departments
customer complaints and appeals procedure is outlined in the Customer Charter. A guide for
staff in handling complaints is available on the Departments intranet.
In accordance with the QCS Principles, the Department distinguishes between complaints, which
relate to the quality of service provided, and appeals, which relate to dissatisfaction with a
particular decision taken in the operation of a scheme or service.
action
indicator
timeline
Ensure all staff are aware of the

Customer Complaints Procedure
by publishing the Customer
Charter and guide for staff in
handling complaints on the
intranet and displaying our
Customer Charter prominently in
our offices
Customer Charter available on the 2009

intranet;
Guide for staff in handling
complaints available on the
intranet;
Reminders/tips re complaints
produced regularly in the Weekly
Wrap;
QCS posters placed prominently.
Publicise our complaints

procedure widely through our
website www.environ.ie and our
Customer Charter
Customer Charter in prominent

area of website.
2009
Monitor queries and complaints

Queries addressed and complaints Ongoing
received through the Departments dealt with.
QCS email account and by QCS
Officers
Address all complaints arising in Complaints dealt with accordingly. Ongoing
line with the procedures set out in
the Customer Charter
iii
appeals
Similarly, maintain a formalised, well-publicised, accessible, transparent and simple-to-use
system of appeal/review for customers who are dissatisfied with decisions in relation to
services.
The Department is committed to ensuring that customers are aware of the options available to
them when they are dissatisfied with a decision taken by the Department in the operation of a
scheme or service. Most of our schemes have an appeals mechanism in place where the customer
can have the decision reviewed.
If you are unhappy with the way the Department has dealt with your appeal, you have the right
to approach the Office of the Ombudsman, details of which can be found at Appendix 5. There is
a well advertised appeal process under Freedom of Information and Access to Information on the
Environment through an objective internal review procedure within the Department and
subsequently to the Office of the Information Commissioner, details of which are also at
Appendix 5.
action
indicator
timeline
Ensure customers are aware of the Appeals mechanism incorporated Ongoing

options available to them when
into schemes.
they are dissatisfied with a
decision made by the Department
in relation to services
iii
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.
The Department is committed to consulting with its customers, both to ensure that we take
account of the widest range of views possible in our policy and legislative development, and to
evaluate the effectiveness of our programmes and services. In particular, we are committed to
creating opportunities for input to the policy formulation process and the Department regularly
hosts seminars and workshops on major areas such as planning, heritage, local government,
housing and environmental policy.
In preparing our Statement of Strategy 2008-2010, for example, we engaged in an extensive
programme of consultation with key external and internal stakeholders. The input received from
this process was critical in preparing the Statement and it also informs ongoing policy and
legislative development across the Departments functional areas. A wide range of other
opportunities for consultation are created, in particular, through interaction with various policy
networks (e.g. Housing Forum, Comhar), public consultation exercises and the implementation of
the better regulation principles.
In terms of evaluating our services, a comment card is available on the Department's main
website (www.environ.ie) to provide feedback on any aspect of service provided by the
Department. We consult with our customers on customer service issues by way of an online
survey issued every two years. The results of the most recent survey have informed the
development of this Action Plan and our Customer Charter.
iii
action
indicator
timeline
Continue to consult with

stakeholders in line with the
Guidelines on Consultation for
Public Bodies
Consultations carried out in line

with guidelines;
Ongoing
Outcomes of public consultations

published and/or incorporated
into policy/legislative
development.
Continue to survey our local

Surveys carried out, analysed and Surveys every two years
authorities and agencies in relation issues arising addressed.
to customer service every two
years and address issues identified
on an ongoing basis
Continue to survey customers in
relation to the quality of service
received
Comment card available on

website;
Ongoing
Large scale survey advertised and Surveys every two years

carried out every two years.
Custom House
iii
Choice
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.
The Department is committed to making information available upon request in a format
appropriate to the customer. As part our objectives under the Disability Sectoral Plan, for
example, information on registration and voting to assist persons with disabilities to partake in
elections and referenda, is provided in accessible formats. Equally, the Departments website
(www.environ.ie) provides a broader range of choice to customers in accessing information and
services.
At our NPWS sites, a choice of visitor facilities is provided including informational displays,
audio/visual presentations and guided tours. In addition, the NPWS runs a significant number
of education programmes, both onsite at parks and reserves and through outreach programmes
targeted at primary and second-level schools. These courses and activities promote knowledge,
understanding, enjoyment and appreciation of the natural environment for all. Support activities
such as arts and crafts, drama and other forms of creative expression on related scientific themes
can also be included. NPWS staff are also involved in a wide variety of events and activities at
local and regional level including public walks and talks, family days, exhibitions, open days.
The Department will continue to review, in consultation with customers, choices in service
delivery.
action
indicator
Ensure that information is

Satisfaction as measured by
available, upon request, in a
survey;
format appropriate to the customer Customer feedback.
- Braille, email, paper copy, easy to
read, audio
timeline
Ongoing
Continue to enhance the

Customer feedback;
Departments websites, having
Satisfaction as measured by
regard to customer feedback, to
survey.
provide a broader range of choice
to customers in accessing
information and services
Ongoing
Open new visitor centres at

Ballycroy National Park
and Clara Bog
Mid 2009
Visitor centres operational
Construction work ongoing
iii
official Languages Equality
Provide quality services through Irish and/or bilingually and inform customers of their right
to choose to be dealt with through one or other of the official languages.
The Department aims to provide quality services in both Irish and English and to inform
customers of their right to be dealt with through either of the official languages. In particular, this
Customer Service Action Plan and our Customer Charter aim to highlight the prominence we
give to the Irish language.
The Departments Irish Language Scheme 2009-2012 (see www.environ.ie) sets out a commitment
on behalf of the Department to develop the extent to which services are currently available
through Irish and it identifies areas for future enhancement. This second Scheme under the
Official Languages Act 2003 builds on progress made under the first Scheme and the principles of
Quality Customer Service, thus ensuring that persons who wish to conduct their business in Irish
are facilitated. The Department will continue to gauge the level of demand for its services in the
Irish language by carrying out annual audits of its Scheme and a review of the measures
undertaken.
action
indicator
timeline
Implement the Departments

Scheme 2009-2012 under the
Official Languages Act 2003
Scheme implemented in line with

commitments set out.
2009-2012
Promote awareness of specific

Leaflet developed and available.
services available through Irish in
a short leaflet available at our
Reception desks and on our
website
Ongoing
Continue to encourage and

Training provided, in particular to Ongoing
support staff to learn Irish and/or staff dealing directly with
improve their Irish language skills customers.
Ensure active engagement with An Active engagement on an ongoing Ongoing
Coimisinir Teangas Office and
basis.
relevant cross-departmental
networks to support the Irish
language
Continue to support and facilitate Active group in place to support
the work of Fo-Choiste Gaeilge
the Irish language in local
(the LGMSBs Irish Language
government sector.
Committee) through the LGMSB
Ongoing
iii
Better Coordination
Foster a more coordinated and integrated approach to delivery of public services.
A central feature of the Departments many strategies and policy frameworks is that they cut
across a wide range of sectors and development frameworks. Active partnership with and
support from players at local, national, and indeed, international level is therefore vital in
pursuing our sustainable development mission.
The Department places a high emphasis on effective engagement with other Departments to
advance cross-cutting issues which are of strategic importance to the achievement of key
Government policy objectives. Cross-Departmental liaison, through relevant Cabinet
Committees, Steering Groups and other formal and informal networks, is vital to ensure
implementation of key national objectives. The Department leads or actively participates in a
wide range of such networks and teams, and it will continue to work towards integrating its
objectives into policies across the whole of Government.
The local government sector is a key partner in delivering on our many objectives and, in
particular, delivery of our major capital spending programmes. Considerable work has been
undertaken in recent years as regards strengthening communication and consultation with local
authorities, regional authorities and assemblies, local government developmental bodies and
representative associations. This work will continue over the period ahead, particularly in the
context of the local government reform agenda and the cross-sectoral approach to the
implementation of the recommendations arising from the Report of the Task Force on the Public
Service and the Government Statement on Transforming Public Services.
The Department is also supported in its work by a range of bodies under its aegis. Their work
spans the range of Department functions, including measures to ensure environmental and
heritage protection and conservation, implementation of efficient and effective planning systems,
supporting the development of sustainable communities and the provision of local government
supports. The Department will continue to work with these bodies to ensure that we deliver on
our mandate to optimum effect.
From an internal perspective, we are committed to ensuring that there is maximum consultation
and communication across different parts of the organisation. Given the breadth of our mandate
and the diversity of the issues that we deal with, it is critical that our wide-ranging programmes
and policies are delivered in a coherent and comprehensive manner. In particular, the actions set
out in the Departments ICT Strategy 2008-2010 provide an important framework to enable best
use to be made of new technologies to support information-sharing and programme
implementation across different parts of the organisation.
iii
action
indicator
timeline
Continue to engage with other

Coordinated approach to policy / Ongoing
Departments, in particular through legislative development and
Cabinet sub-committees and
implementation.
relevant cross-Departmental
structures to address matters of
common concern
Continue to strengthen
communication and consultation
with the local government sector
to ensure optimal delivery of
services to the citizen
Satisfaction of local government

sector with level of communication
and consultation as measured
through surveys.
Continue to engage with bodies

under the aegis of the Department
to enable effective implementation
of mandate, in particular through
contact from line sections in the
Department and the
Department/State Bodies
Network, which meets twice
yearly and acts as a support
network primarily on HR issues
Satisfaction of bodies in terms of

level of communication and
support from Department, as
measured through surveys.
Continue to engage with other

sectors including ENGOs,
voluntary and co-operative
structures and business sectors
Satisfaction of these groups in

terms of level of communication
and support from Department, as
measured through surveys.
Continue to enhance internal co- Enhanced information-sharing and Ongoing

ordination, and informationprogramme delivery mechanisms
sharing mechanisms, in particular in place.
through the implementation of
actions under the ICT Strategy, e.g.
Development Application Tracking
System (DATS), House Price
Management System etc.
iii
internal Customer
Ensure staff are recognised as internal customers and that they are properly supported and
consulted with regard to service delivery issues.
The Department is committed to recognising its staff as internal customers and to acknowledging
the important role they play in contributing to the Departments performance particularly in
terms of delivering a high service to all our customers. Internal customer service is a two-way
process: we are all customers of each other. Good external and good internal customer service
share the same qualities timeliness, courtesy, openness and consistency. We recognise that
excellent internal customer service to our colleagues deserves the same treatment in return and
we acknowledge the contribution, input and views of the people who work with us.
A wide range of supports have been put in place to assist staff in their work and in delivering a
Quality Customer Service over recent years. In recognition of the important role that good
internal communications has to play in ensuring that staff are kept up-to-date with developments
right across the organisation, a new internal communications and customer service unit was
established in the Department in late 2006. Amongst other initiatives, the unit has been
responsible for the development of a redesigned staff intranet providing comprehensive
information on the Departments many support services (HR, financial management, ICT etc.); a
weekly electronic newsletter the Weekly Wrap which keeps staff up-to-date on the latest news
across the Department; monthly staff information sessions on topics of interest relating to the
work of the Department and/or supports for staff; and the ongoing production of the staff
magazine Environment Matters. The unit has
developed a guide for good
communications, which is available on the
intranet, and it has also conducted a wide
range of external and internal customer
satisfaction surveys.
The Department also places a key emphasis
on the Partnership approach, enabling staff
and management to address issues of
common concern in a consultative, open
forum. Through the Partnership process,
key issues of concern to the entire
Tacumshane Windmill
organisation are addressed, including
decentralisation, HR matters, PMDS, Training and Development, Environment Management
initiatives, and the modernisation agenda, in general, including the delivery of a Quality
Customer Service.
iii
In order to continue with our programme of enhancing staff capability and ensuring that we meet
the needs of our internal customers, the Department will:
action
indicator
timeline
Continue to support the

Partnership process
Active partnership process in

place, including relevant
subgroups to address specific
issues.
Ongoing
Continue to develop the

Comprehensive and informative
Departments internal
internal communications
communications functions,
initiatives implemented.
including:
Ongoing development of
intranet;
Production of Weekly Wrap;
Production of Staff Magazine,
Environment Matters;
Organisation of staff information
sessions
Ongoing
Identify training and development Training provided as requested

needs of staff through the PMDS
system
Ongoing
Conduct regular surveys to

determine internal customer
satisfaction and address issues
arising
Surveys completed, analysed and

issues arising addressed.
iv Part iv - resourcing, monitoring and review

The Quality Customer Service (QCS) function is resourced by the Internal Communications and
Quality Customer Service unit in the Department. The Unit is supported by a team of customer
service contacts throughout the various locations of the Department. Each member of this team is
the contact person for QCS in their area. They ensure that Customer Charters are displayed in
prominent locations in their offices and replaced as needed. They review mail coming in via the
QCS email address on a rota basis, forward queries to the relevant sections and inform the QCS
Officer of any complaints received. The group meets on a regular basis to review progress in
relation to the implementation of the Customer Service Action Plan.
The Department is an active participant in the QCS Officers Network, which is a civil servicewide network chaired by the Department of the Taoiseach. We have participated actively also in
the Task Force on Customer Service and the Quality Customer Service Research Group. As part
of our ongoing engagement with the modernisation agenda, we will continue to participate in
networks and working groups to support the progress of the QCS initiative.
While these structures exist to lead customer service in the Department, customer service is
everybodys role and it permeates throughout everything that the Department does. Delivering
on the commitments in our Action Plan will ensure that we strive to provide a quality service at
all times.
The commitments and actions in the Action Plan will be reviewed on a yearly basis and reported
on in the Departments Annual Report. In addition we will continue to survey our customers
every two years to evaluate levels of satisfaction with our customer service. The results of these
surveys will be submitted to our Partnership Committee and Management Advisory Committee
(consisting of Assistant Secretaries and the Secretary General of the Department). Undertaking
these surveys every two years will allow time for us to act on the findings and to assess progress
being made on a regular basis.
This Customer Service Action Plan and Customer Charter is published on the Departments
website. Hard copies are available on request, as are copies in accessible formats as required.
The Charter is also available in leaflet and poster format.
A list of the Departmental customer service contacts can be found at Appendix 3.
appendices
appendix 1 - Location and Contact Details of the

Department's main offices
wexford:
*Department of the Environment, Heritage and Local Government,
Ardcavan Business Park,
Ardcavan,
Wexford.
LoCall: 1890 20 20 21
Tel: (01) 888 2000
Fax: (01) 888 2888
Email: qcsofficer@environ.ie, press-office@environ.ie, minister@environ.ie
* This is an advance office housing Department staff who will move to the new Wexford headquarters based
on the Newtown Road, Wexford in 2009.
Dublin:
Department of the Environment, Heritage and Local Government,
Custom House,
Dublin 1.
LoCall: 1890 20 20 21
Tel: (01) 888 2000
Fax: (01) 888 2888
Email: qcsofficer@environ.ie, press-office@environ.ie, minister@environ.ie
Ballina:
Department of the Environment, Heritage and Local Government,
Government Offices,
Ballina,
Co. Mayo.
LoCall: 1890 30 50 30 (Housing Grants)
LoCall: 1890 20 20 21 (other offices in Ballina)
Tel: (096) 2 4200
Fax: (096) 2 4221 (Housing Grants) and (096) 2 4222 (other offices in Ballina)
LoCall Certain telephone service providers allow customers to make calls to LoCall
numbers at the local call rate from anywhere in the country. Please check with your
telephone provider to determine whether or not you can avail of low rates on LoCall
numbers.
Offices are open to the public and a telephone service is available from 9:15 a.m. to
5:30 p.m. Monday to Thursday, and from 9:15 a.m. to 5:15 p.m. on Friday
appendix 2 - other Departmental Contact Details

met ireann: Glasnevin Hill, Dublin 9, Ireland; Tel: +353-1-8064200; Fax: +353-1-8064247
national monuments Service: Contact details for planning archaeologists and Archaeological
Survey of Ireland archaeologists are available at www.environ.ie.
national Parks and wildlife Service (nPwS)
national Parks
Glenveagh national Park,
Churchill,
Letterkenny,
Co. Donegal.
Tel: 074 9137090
Fax: 074 9137072
Ballycroy national Park,

Environment, Heritage & Local
Government,
Lagduff More,
Ballycroy,
Westport,
Co. Mayo.
Connemara national Park,

Letterfrack,
Co. Galway
Tel: 095 41054/41006
Fax: 095 41005
Tel: 098 49996

Fax: 098 490 17
Burren national Park,
NPWS Office
NEPS Building,
Francis Street,
Co. Clare.
Tel: 065 6822694
Fax: 065 6822694
Killarney national Park,

Muckross House,
Killarney,
Co. Kerry.
Tel: 064 70145
Fax: 064 33926
wicklow mountains national

Park,
Park Headquarters,
Kilafin,
Laragh,
Co. Wicklow.
Tel: 0404 45800
Fax: 0404 45055
nPwS other main offices

nPwS northern
Division
NPWS,
Ballinafad,
Nr. Boyle,
Co. Roscommon.
Tel: 071 9666701 /
9666700
Fax: 071 9666720
nPwS Southern
Division
NPWS,
7 Eastgate Avenue,
Eastgate,
Little Island,
Co. Cork.
Tel: 021 4619901
Fax: 021 497609
nPwS Eastern
Division
NPWS,
7 Ely Place,
Dublin 2.
Tel: 01 8883243
Fax: 01 8883276
nPwS western
Division
NPWS,
3rd Floor,
The Plaza Offices,
Headford Road,
Galway.
Tel. 091 758432
Fax: 091 758430
appendix 3 - Quality Customer Service officers

QCS officer for the Department of the Environment, Heritage and Local Government
Ms. Nina Kirwan, Corporate Development Section, Department of the Environment, Heritage
and Local Government,
Custom House,
Dublin 1.
LoCall: 1890 20 20 21 Extn. 2174
Tel: (01) 888 2174
Fax: (01) 888 2694
Email: qcsofficer@environ.ie
Dublin Custom House
Ms. Margaret Killeen, Corporate Development Section, Department of the Environment, Heritage
and Local Government,
Custom House,
Dublin 1.
LoCall: 1890 20 20 21 Extn. 2597
Tel: (01) 888 2597
Fax: (01) 888 2694
Ballina
Ms Josie Moriarty, Department of the Environment, Heritage and Local Government,
Government Offices, Ballina, Co. Mayo.
LoCall: 1890 20 20 21 Extn. 4391
Tel: (096) 24391
Fax: (096) 24221
wexford
Ms. Ciara Hendley, Corporate Development Section, Department of the Environment, Heritage
and Local Government.
LoCall: 1890 20 20 21 Extn. 2585
Tel: (01) 888 2585
Fax: (01) 888 2694
iCt Section
Ms. Emer Mulhall, Ardcavan Business Park,
Ardcavan, Wexford.
LoCall: 1890 20 20 21 Extn. 3046
Tel: (01) 888 3046
Fax: (01) 888 3068
Environment and Heritage awareness

Ms. Odette Gormley, Department of the Environment, Heritage and Local Government,
Custom House,
Dublin 1.
Tel: (01) 888 2000
Fax: (01) 888 2694
national monuments Section
Mr. John Heron, Dn Scine, Harcourt Lane,
Dublin 2.
LoCall: 1890 20 20 21 Extn. 3110
Tel: (01) 888 3110
Fax: (01) 888 3120
national Parks & wildlife Service
Ms. Mary Moore, Department of the Environment, Heritage and Local Government, Ely Court,
Ely Place, Dublin 2.
LoCall: 1890 20 20 21 Extn. 3225
Tel: (01) 888 3225
Fax: (01) 888 3276
national Parks & wildlife Service northern Division
Mr. Patrick Warner, National Parks & Wildlife Service Northern Division, Ballinafad, Boyle, Co.
Roscommon.
Tel: 071-9666020
Fax: 071-966930
national Parks & wildlife Service Southern Division
Mr. Philip Buckley, National Parks & Wildlife Service Southern Division, 7 Eastgate Avenue,
Eastgate, Little Island, Cork.
Tel : 021 4619901
Fax : 091 4619920
email : qcsofficer@environ.ie
national Parks & wildlife Service Eastern Division
Mr. Jim Moore, National Parks & Wildlife Service Eastern Division , 7 Ely Place, Dublin 2
LoCall : 1890 20 20 21 Extn. 3243
Tel : 01 8883243
Fax: 01 8883276
email : qcsofficer@environ.ie
appendix 4 - Bodies under the aegis of the Department
name
mission/Legislative Basis
Affordable Homes
Partnership
Established under the Affordable Homes Partnership (Establishment) Order 2005 to

co-ordinate and promote the delivery of affordable homes in the Greater Dublin
Area.
An Bord Pleanla
Established in 1977 under the Local Government (Planning & Development) Act
1976. Main responsibilities relate to planning appeals, assessment of local
infrastructural development and compulsory acquisition of land and certain other
matters under the Planning and Building Control Acts. The Board assumed
significant additional functions under the Planning and Development (Strategic
Infrastructure) Act 2006, which provides for a streamlined planning process for
certain strategic infrastructural projects. The new Strategic Infrastructure division
has now been established within the Board to process applications received under
the strategic consent process. The Division is now the sole planning consent
authority for almost all major infrastructure development on land.
Building Regulations Established in 1992 under Section 14 of the Building Control Act 1990. Function is to
Advisory Body
advise the Minister on the operation of the Building Regulations and related
matters. Membership of the body includes representatives from the construction
industry and regulators at national and local level.
An Chomhairle
Leabharlanna
An Chomhairle Leabharlanna (The Library Council) was established by the Public

Libraries Act 1947. The functions of the Council, as set out in the Local Government
Act 2001 include: the provision of advice, assistance and services to library
authorities in relation to the public library service; the making of such
recommendations to and the provision of such services for the Minister in relation to
the public library service as the Minister may request or as the Council sees fit;
action to promote and facilitate library co-operation; and the maintenance and
operation of the central library established under Section 2 of the Act of 1947.
Comhar National
Sustainable
Development
Council
Established in 1999 by Government decision as a forum for consultation and

dialogue on issues related to sustainable development. Its function is to advance the
national agenda for sustainable development, to evaluate progress in this regard, to
assist in devising suitable mechanisms and advising on their implementation, and to
contribute to the formation of a national consensus in these regards.
Comhars 25 members are appointed by the Minister for the Environment, Heritage
and Local Government, for a period of three years, on the basis of nomination made
by a range of bodies under five pillars: the State/public sector; economic sectors;
environmental NGOs; social/community NGOs; professional/academic sector.
Dublin Docklands
Development
Authority
The Dublin Docklands Development Authority was established in 1997 with a wide
remit covering the physical regeneration and social and economic revitalisation of
the 1,300-acre Docklands area. The development of the Docklands is based on a
Master Plan, updated in 2003. The DDDA is heavily engaged in a wide range of
activities, including physical and economic development, in partnership with the
private sector, planning control, provision of social and affordable housing, and
support for employment, education, social development, arts/culture and tourism.
name
Designated Area
Appeals Advisory
Board
Body established to hear objections by landowners against decisions to designate

certain areas as areas requiring protection under the Habitats Directive, Birds
Directive and/or Wildlife Acts because of their unique flora and fauna or species.
The Board consists of a Chairman and a panel of between 12 and 16 members with
representatives from IFA; ICMSA; IBEC; Environmental NGOs.
Environmental
Protection Agency
Established under the Environmental Protection Agency Act 1992. Functions

include the regulation of large or complex activities that have significant polluting
potential; monitoring and reporting on environmental quality; managing an
extended programme for environmental research and enforcing compliance with
environmental protection legislation in Ireland.
Fire Services Council Established in 1983 under the Fire Services Act 1981. Function is to provide courses
of instruction for fire services personnel and other persons and to advise the
Minister in relation to the educational and training needs of fire services personnel.
Heritage Council
Established under the Heritage Act 1995. Functions are to propose policies and
priorities for the identification, protection, preservation and enhancement of the
national heritage, and to promote education, knowledge and facilitate appreciation
and enjoyment of that heritage.
Housing Finance
Agency
The Housing Finance Agency plc is a company limited by shares under the terms of
the Housing Finance Agency Act 1981 as amended. Functions are to advance funds
to local authorities to be used by them for any purpose authorised under the
Housing Acts and to borrow or raise funds for these purposes.
Irish Water Safety
Irish Water Safety was set up on foot of the Irish Water Safety (Establishment) Order
2006 to take effect on 26 July 2006, in succession to the Irish Water Safety
Association. It is the statutory voluntary body established to promote water safety
in Ireland. It educates people in water safety best practices; develops public
awareness campaigns to promote necessary attitudes, rescue skills and behaviour to
prevent drownings and water related accidents.
Limerick Northside The Limerick Northside Regeneration Agency was established in June 2007. Its
Regeneration Agency functions are to drive economic and infrastructural development in the Moyross
housing development and adjoining areas and to co-ordinate intensive action to
deal with social and educational disadvantage.
Limerick Southside
The Limerick Southside Regeneration Agency was established in June 2007. Its
Regeneration Agency functions are to drive economic and infrastructural development in the Southill
housing development and adjoining areas and to co-ordinate intensive action to
deal with social and educational disadvantage.
Local Government
Computer Services
Board
Established in 1975 by the Local Government Computer Services Board

(Establishment) Order under the Local Government Services (Corporate Bodies) Act
1971. Its functions are to provide computer facilities for local authorities, co-ordinate
the use of computers by local authorities generally, arrange training and research
and give advice to the Minister and local authorities in matters related to its
functions.
name
Local Government
Established on 1 January 1997 under the provisions of Section 3 of the Local
Management Services Government Services (Corporate Bodies) Act 1971. Role is to be a centre of
Board
excellence in the provision of management services, human resource and industrial
relations support and advice to local authorities in Ireland.
National Building
Agency
Incorporated with the approval of the Government as a private limited company

under the Companies Acts in December 1960 - National Building Agency Limited
Act 1963. Main objectives are to provide a range of consultancy services to local
authorities in the provision of social housing, urban renewal, regeneration and other
construction related activities. It responds to requests for its services from local
authorities, public bodies and other clients.
Private Residential
Tenancies Board
Established as an independent statutory body under the Residential Tenancies Act

2004. The principal activities of the Board include the resolution of disputes
between landlord and tenant, which generally replaces the Courts, the registration
of private rental tenancies and the provision of information, assistance and advice to
the Minister and to the private rental sector.
Radiological
Established in 1992 under the Radiological Protection Act 1991. National
Protection Institute of organisation with regulatory, monitoring and advisory responsibilities in matters
Ireland
pertaining to ionising radiation. In particular the Institute concerns itself with
hazards to health associated with ionising radiation and with radioactive
contamination in the environment. In 2007 the Government decided to extend the
remit of the RPII to include aspects of non-ionising radiation (NIR) - process
currently underway.
Rent Tribunal
Established under the Housing (Private Rented Dwellings) (Amendment) Act 1983.
The Rent Tribunal is the arbitrating body in the determination of the terms of
tenancy for formerly rent-controlled dwellings. This role was previously carried out
by the District Court. The Tribunal determines new cases, reviews cases previously
determined by the District Court or by the Tribunal itself and has no statutory role
in relation to the rest of the private rented sector.
appendix 5 - office of the ombudsman; office of the

information Commissioner; office of the Data Protection
Commissioner
the ombudsmans Guide to Standards of Best Practice for Public Servants
Public bodies should strive for the highest standards of administration in their dealings with
people. And public servants should ensure that people are dealt with properly, fairly, openly and
impartially. The following checklist, although not exhaustive, is a guide to standards of best
practice for public servants.
Dealing "properly" with people means dealing with them
promptly, without undue delay and in accordance with published time limits;
correctly, in accordance with the law or other rules governing their entitlements and
published quality standards;
sensitively and by giving reasonable assistance, having regard to their age, to their capacity
to understand often complex rules, to any disability they may have and to their feelings,
privacy and convenience;
helpfully, by simplifying procedures, forms and information on entitlements and services,

maintaining proper records, and providing clear and precise details on time limits or
conditions which might result in disqualification;
carefully, where more than one public body is concerned, by ensuring proper
communications between the bodies to prevent a persons needs being overlooked;
courteously, including communicating in Irish (both written and oral) where it is clear a
person wishes to do so;
responsibly, by not adopting an adversarial approach as a matter of course where there may
be a fear of litigation and by being prepared to explain why an adverse decision has been
given.
Dealing "fairly" with people means
treating people in similar circumstances in like manner;
accepting that rules and regulations, while important in ensuring fairness, should not be
applied so rigidly or inflexibly as to create inequity;
avoiding penalties which are out of proportion to what is necessary to ensure compliance
with the rules;
being prepared to review rules and procedures and change them if necessary;
giving adequate notice before changing rules in a way which adversely affects a person's
entitlements;
having an internal review system so that adverse decisions can be looked at again and
reviewed by someone not involved in the first decision;
informing people of how they can appeal, co-operating fully in any such appeal and being
open to proposals for redress including apologies, explanations and payment of appropriate
compensation;
making appropriate redress which puts the person back into the position he/she would
have been in if the public body had acted properly in the first place;
adopting a policy for dealing with the small number of people who act in a vexatious
manner or in bad faith, which strikes a balance between the interests of the public body, its
staff and the person concerned.
Dealing "openly" with people means

putting people in contact with the officials of the public body with responsibility for dealing
with them and, if appropriate, referring them to alternative sources of assistance;
making available and keeping up to date, comprehensive information on the rules and
practices which govern public schemes and programmes;
giving people full information on the reasons for a decision which adversely affects them
including details of any findings of fact made in the course of the decision;
ensuring people know what information is available, where to get it and know of their right
to access it in accordance with Freedom of Information legislation and otherwise;
assisting people, where necessary, to prepare their requests for access to information;
providing accessible public offices and using information and communications technologies
to ensure maximum access and choice in service delivery.
Dealing "impartially" with people means
making decisions based on what is relevant in the rules and law and ignoring what is
irrelevant;
avoiding bias because of a persons gender, marital status, family status, sexual orientation,
religious belief, age, disability, race, membership of the Travelling Community, language,
attitude or reputation or because of who they are or who they know;
ensuring, where a service is based on a scheme of priorities, that the scheme is open and
transparent; being careful that one's prejudices are not factors in a decision;
declining any involvement with a decision where one has a conflict of interests, a potential
conflict of interests, or where there may be a perceived conflict of interests.
you can contact the office of the ombudsman at:
Office of the Ombudsman,
18 Lower Leeson Street,
Dublin 2.
Tel: (01) 639 5600;
Lo-call: 1890 223030
Fax: (01) 639 5674
Email: ombudsman@ombudsman.gov.ie
Website: www.ombudsman.ie
office of the information Commissioner

The Information Commissioner is completely independent of the Government in the performance
of her functions. This independence is underpinned by the Freedom of Information Acts. The
main functions of the Commissioner include:
reviewing (on application) decisions of public bodies in relation to FOI requests and where
necessary, making binding, new decisions;
reviewing the operation of the Freedom of Information Acts to ensure that public bodies
comply with the provisions of the legislation;
fostering of an attitude of openness among public bodies by encouraging the voluntary
publication of information above and beyond the minimum requirements of the Acts;
You can contact the Office of the Information Commissioner at:

Office of the Information Commissioner
18 Lower Leeson Street,
Dublin 2.
Telephone: 01-6395689
Lo call 1890-223030.
Fax: 01-6395674 or 01-6395676
Email: info@oic.ie
Website: www.oic.ie
office of the Data Protection Commissioner
If you believe that an organisation or individual is not respecting your data protection rights, you
can contact the Office of the Data Protection Commissioner to ask for help. Contact details are as
follows:
Office of the Data Protection
Canal House
Station Road
Portarlington
Co. Laois.
Telephone: 057-8684800
Lo call 1890 252 231
Fax: 057-8684757
Email: info@dataprotection.ie
Website: www.dataprotection.ie
appendix 6 abbreviations used in the Customer

Service action Plan
abbreviation
Full title
AIE
Access to Information on the Environment
DATS
Development Application Tracking System
DDDA
Dublin Docklands Development Authority
ENGOs
Environmental Non-Government Organisations
EPA
Environmental Protection Agency
EU
European Union
FOI
Freedom of Information
HR
Human Resources
ICT
Information Communications Technology
IPA
Institute of Public Administration
LGCSB
Local Government Computer Services Board
LGMSB
Local Government Management Services Board
NDA
National Disability Authority
NGOs
Non-Governmental Organisations
NHAs
Natural Heritage Areas
NDA
National Disability Authority
NGOs
Non-Governmental Organisations
NHAs
Natural Heritage Areas
NIAH
National Inventory of Architectural Heritage
NPWS
National Parks and Wildlife Service
NVDF
National Vehicle Driver File
PMDS
Performance Management and Development System
QCS
Quality Customer Service
RPII
Radiological Protection Institute of Ireland
SACs
Special Areas of Conservation
SPAs
Special Protection Areas

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Customer Service

Department of the Environment,

Government of Ireland 2009

Background to Quality Customer Service

Part ii ovErviEw oF tHE DEPartmEnt

Part iii imPLEmEntinG tHE PrinCiPLES oF QuaLity CuStomEr SErviCE

Quality Service Standards

Part iv rESourCinG, monitorinG anD rEviEw

Location and Contact Details of the Departments Main Offices

3 Customer Service action Plan

Secretary Generals Foreword

Customer Service action Plan 4

Principles of Quality Customer Service

5 Customer Service action Plan

giving you the best possible service and providing

treating you properly, fairly, impartially and with

aiming to ensure that your rights to equal

aiming to meet any special needs you may have.

our staff will answer your telephone enquiries

we aim to answer your calls within an overall

we will give our name and the name of the

we aim to answer your questions straight away. If we cannot do so, we promise to

we will aim to provide private meeting rooms to discuss your query.

Customer Service action Plan 6

information leaflets on various schemes are available in Irish and English.

7 Customer Service action Plan

providing comments or suggestions regarding the service you receive.

Customer Service action Plan 8

9 Customer Service action Plan

Customer Service action Plan 10

11 Customer Service action Plan

Customer Service action Plan 12

Part ii - overview of the Department

achieve a high quality environment with effective environmental protection;

address climate change;

achieve effective conservation of our natural heritage and biodiversity;

achieve effective conservation of our built heritage;

ensure good quality housing in sustainable communities;

monitor, analyse and predict Irelands weather and climate;

support and enable democratic and responsive local government.

13 Customer Service action Plan

the issuing of housing grants and certificates;

the administration of architectural conservation grants;

Customer Service action Plan 14

15 Customer Service action Plan

iii Part iii - implementing the Principles of Quality

Customer Service action Plan 16

Ensure that the Customer Charter Publications available and

Ensure also that the Customer

Surveys carried out;

Surveys every two years

Report on Customer Service

Progress reported in Annual

Promote and increase awareness of

QCS posters in all locations;

Continue to work with local

Best practice promoted and

Continue to improve on our

2009 and ongoing

17 Customer Service action Plan

Customer Service action Plan 18

Promote staff awareness of the