Dáil Éireann Debate, Wednesday - 28 January 2026
55. Deputy Fionntán Ó Súilleabháin asked the Minister for Education and Youth if a more efficient system will be put in place for the 2026/2027 school year to ensure that queries from Oireachtas members receive timely replies for their constituents; and if she will make a statement on the matter. [6693/26]
Amharc ar fhreagraMy Department is committed to treating all our customers equally and to delivering quality customer service and has both a Customer Charter and Customer Service Strategy in place.
My Department’s Customer Charter outlines the standards of service customers can expect when corresponding with my Department. My Department works to continuously improve the quality of the services it provides and it does so by applying the 12 Quality Customer Service Guiding Principles for the public service, which are set out in our Customer Service Strategy.
My Department’s Customer Service Strategy 2024-2026 details its commitment to providing the most efficient, professional, and courteous service to all our customers and provides further clarity on how the Customer Charter commitments will be delivered in accordance with the guiding Principles of Quality Customer Service common to the wider public service.
Formal correspondence received by my Department is managed via an eCorrespondence system. The same targets outlined in the Customer Charter apply to such correspondence.
To ensure customer satisfaction, over the lifetime of the Customer Service Strategy, my Department has begun consultations with our external customers to fully understand their challenges, and to involve them in the design and improvement of our services, so we can improve user experience and an inclusive service delivery.
My Department monitors its customer service performance using internal management information systems and reports, consultation with its customers and feedback received through its complaints procedure.
