The provision of quality customer service is an essential element of the modern Public Service. The Department of Public Expenditure and Reform has traditionally endeavoured to offer the highest possible levels of service provision and delivery to its customers. We are committed to ensuring that a customer service ethos is embedded in everything we do and is embraced by everyone in our organisation.
The department employs a range of mechanisms to ensure that we can continue the process of strengthening the overall quality of our service. Our Customer Action Plan 2014-2016 details how our commitments and service standards would be delivered and evaluated over the 2014 – 2016 period. A new and updated Customer Action Plan will be launched in 2019.
Our Customer Charter 2014-2016 describes the service each customer is entitled to expect when dealing with the Department of Public Expenditure and Reform and our commitment to ensuring that these service levels are maintained. It provides information on service standards, customer input, complaints procedures, freedom of information as well as contact details for key areas of the department. A new and updated Customer Charter will be launched in 2019.
The Department of Public Expenditure and Reform accepts that there may be instances where customers might feel that the levels of service provided by the department failed to meet their expectations. The department has in place a robust Customer Complaints Procedure to ensure that any complaints are fully investigated and resolved as soon as possible.