I propose to take Questions Nos. 245 to 247, inclusive, together.
The National Parks and Wildlife Service is an Executive Agency which forms part of the Heritage Division of my Department. The Heritage Division also includes the National Built Heritage Service and the National Monuments Service. The Division is led by an Assistant Secretary who is a member of the Departments’ Management Board. The Secretary General is responsible and accountable for managing my Department and governance and accountability matters apply consistently across all Divisions.
The link below provides published information on relevant roles and responsibilities in my Department.
www.gov.ie/en/organisation-information/7519c-who-does-what-department-of-housing-local-government-heritage/
My Department is committed to providing high quality, courteous and timely services to all of its customers in accordance with the Government’s 12 Guiding Principles for Quality Customer Service.
Customer relations is managed through the Quality Customer Service system. Details of the Quality Customer Service (QCS) provided by my Department and the procedures involved can be accessed on the gov.ie platform. My Department aims to resolve all queries from the public within 15 working days.
The volume of customer feedback and success rate in reaching the 15 day target are published in my Department’s annual report. The Customer Charter - which is being updated - is also available to view on my Department’s website.
My Department also has procedures for processing correspondence and representations from Oireachtas members in place. Responses should be provided within two weeks unless the issue cannot be addressed within this timeline.
All Civil Servants, including those in my Department, are bound by the Civil Service Code of Standards and Behaviour as part of their basic terms and conditions of employment. Breaches, should they occur, are managed under the relevant policy including the Civil Service Disciplinary Code.
