At the heart of the reform agenda is a focus on five major commitments to change. One of these commitments is “placing customer service at the core of everything we do”.

There are 12 guiding principles on Quality Customer Service (QCS) which form the basis of the QCS Initiative.

Quality Customer Service (QCS) Officers have been appointed in departments/offices/public bodies to oversee customer service standards in their organisations, including producing Customer Charters as per the Customer Charter Initiative launched in 2002.

These QCS Officers are part of the QCS Officers’ Network, chaired by Declan Rigney from the Office of the Revenue Commissioners. They meet regularly, facilitated by the Reform & Delivery Office, to discuss and share best practice in customer service. Guidelines for the Preparation of Customer Charters and Customer Action Plans was revised in 2012.