Dáil Éireann Debate, Thursday - 10 April 2025
80. Deputy James Geoghegan asked the Tánaiste and Minister for Foreign Affairs and Trade if he will detail how many physical letters the Minister’s offices and the customer service team in the Department received from the public in 2024; whether those letters are digitised; and if he will make a statement on the matter. [18454/25]
View answerMy Department attaches the highest priority to excellent customer service. Our interactions with the public are guided by the commitments outlined in our Customer Service Charter, which is available at the following link: www.gov.ie/en/organisation-information/65cf5-customer-service-policy/.
In addition to the central customer service team, the Department operates a dedicated Passport Office customer service hub. In 2024 the customer service team received one letter and the Passport Customer Service Hub received 100 letters.
Paper correspondence directed to the Tánaiste’s Office is managed using the eCorresponcence application. When an enquiry is received by the Tánaiste’s Office, staff create an eCorrespondence case. Once the eCorrespondence case has been created, staff can seek input from the relevant unit in the department so that a prompt reply can issue.
In 2024 a total of 570 eCorrespondence cases were created within my Department on foot of enquiries received by physical letter.
eCorrespondence is an application delivered by the Office of the Government Chief Information Officer (OGCIO).
