Quality Customer Service

Improving how the Public Service engages with its customers and improving service design and delivery is a core part of the Public Service Reform programme, building on the 12 guiding principles on Quality Customer Service (QCS) which form the basis of the QCS Initiative.

Quality Customer Service (QCS) Officers in Departments, Offices and other public bodies oversee customer service standards in their organisations, including producing Customer Charters as per the Customer Charter Initiative launched in 2002.  In the Civil Service, these QCS Officers are part of the QCS Officers’ Network, chaired by Declan Rigney from the Office of the Revenue Commissioners. The network meets regularly, facilitated by the Reform and Delivery Office, to discuss and share best practice in customer service. Guidelines for the Preparation of Customer Charters and Customer Action Plans were revised in 2012.

A survey of Civil Service Business customers was undertaken in 2016 with results published in January 2017. The purpose of the survey was to ascertain satisfaction levels with services received, as well as more general perceptions of, and attitudes towards, Civil Service departments and major offices

A survey of general Civil Service customers was conducted in 2015. The survey delivers on a commitment in the Civil Service Renewal Plan  to “run regular surveys of Civil Service customers to more fully understand user experiences, expectations and requirements”.  You can view the summary results of this survey here.