Enhance Customer Engagement (IE0038)
Overview
At-a-Glance
Action Plan: Ireland National Action Plan 2016-2018
Action Plan Cycle: 2016
Status: Inactive
Institutions
Lead Institution: Department of Public Expenditure and Reform Department of Justice and Equality Irish Human Rights and Equality Commission Centre for Excellence in Universal Design OGCIO
Support Institution(s): All government departments and public bodies
Policy Areas
Access to Information, Capacity Building, Open DataIRM Review
IRM Report: Ireland End-of-Term Report 2016-2018, Ireland Mid-Term Report 2016-2018
Starred: No
Early Results: Marginal
Design i
Verifiable: Yes
Relevant to OGP Values: Access to Information
Implementation i
Description
To ensure that the delivery of public services is focused on the needs of the customer, including those with diverse needs. Objective: Build on long-standing efforts to provide quality public services, focusing on actions that build capacity and help to create a culture of openness and responsiveness to the customer. Status quo: Customer engagement efforts fall within the broader idea of Citizen Engagement and democratic reforms that include public participation, public involvement, participatory democracy, deliberative democracy, and collaborative governance, which all recognise and build upon the idea that citizens should have a say in the decisions that affect their lives1 . Improving in how the Public Service engages with its customers, and improving service design and delivery, is a core part of the Public Service Reform Programme. Existing initiatives include: The Quality Customer Service (QCS) Officers Network - Customer Charters and Customer Action Plans - Surveys of Civil Service Customers - Developing ‘Universal Design for Customer Engagement’ toolkits - Promoting the use of Plain Language The consultation process to create this action plan identified the need to promote knowledge of these initiatives across public sector bodies and to ensure that the design of services takes account of customers with diverse needs. A review of citizens’ complaints procedures undertaken as part of Ireland’s first OGP National Action Plan 2014-2016 and a Review of Customer Charters and Customer Service Action Plans in the Civil Service under the Public Service Reform Plan 2014-2016 set out the progress that has been made in the area of customer engagement and identified steps for further progress. The development of a new Public Service Reform Plan for the period 2017-2019 is underway. This will continue the focus on improving customer service. Transposing the recent EU Directive on the Accessibility of Public Sector Bodies Websites will help address digital exclusion. Ambition: To ensure that public services are designed and delivered in ways that focus on providing value to the customer or user of those services by making customer engagement integral to the design and delivery of those services. The milestones to fulfil this commitment, set out below, will enhance the capacity to evaluate and report on longstanding initiatives to improve customer experiences. Timeline: January 2017 to June 2018.
Commitment 5: Enhance Customer Engagement OGP values Civic participation, Public accountability New or ongoing commitment New Lead implementation organisations Department of Public Expenditure and Reform Department of Justice and Equality Irish Human Rights and Equality Commission Centre for Excellence in Universal Design OGCIO Other actors involved - government All government departments and public bodies Verifiable and measurable milestones to fulfil the commitment New or ongoing Start date End date Enhance reporting on progress made in meeting standards and commitments in Customer Charters and provide reports in open data formats. We will similarly report on efforts to: - Promote the use of plain language - Promote universal design -Address Digital Exclusion - Comply with the Public Sector Duty under Section 42 of the Irish Human Rights and Equality Commission Act 2014 New January 2017 June 2018 Design and introduce structured reporting on responses to any issues identified in surveys of Civil Service customers and provide reports in open data formats. New January 2017 June 2018 20 Encourage public bodies to engage with their customers in the development, delivery and review of services. New January 2017 June 2018 Provide training in Customer Service and Communication Skills to improve the quality and consistency of customer engagement across the Civil Service Ongoing June 2018
IRM End of Term Status Summary
For commitment details, see https://www.opengovpartnership.org/wp-content/uploads/2001/01/Ireland_End-Term_...
Commitments
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Promote Transparent Climate Policy Development
IE0031, 2016, Environment and Climate
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Support Public Participation Networks
IE0032, 2016, Capacity Building
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Improve Access to Justice: Reducing Costs
IE0033, 2016, Access to Justice
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Improve Access to Justice: Framework to Assist Vulnerable Persons
IE0034, 2016, Access to Justice
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Improve Access to Justice: Oversight of Legal Practitioners
IE0035, 2016, Access to Justice
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Enhance Citizen Engagement in Policy Making: General
IE0036, 2016, Capacity Building
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Enhance Citizen Engagement in Policy Making: Youth
IE0037, 2016, Marginalized Communities
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Enhance Customer Engagement
IE0038, 2016, Access to Information
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Improve Access to Government Services Through Technology
IE0039, 2016, Capacity Building
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Participatory Budgeting
IE0040, 2016, Fiscal Openness
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Improve Transparency of Government Service Providers
IE0041, 2016, Access to Information
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Enhance Fiscal Transparency
IE0042, 2016, Fiscal Openness
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Introduce Modern Document Management Procedures
IE0043, 2016, Access to Information
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Develop an Open Data Strategy 2017-2020
IE0044, 2016, Access to Information
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Invest in Data Infrastructure That Will Result in Better Open Data
IE0045, 2016, Access to Information
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Develop a Code of Practice for the Governance of Charities
IE0046, 2016,
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Public Sector Standards Bill
IE0047, 2016, Anti-Corruption
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Establish a Register of Beneficial Ownership
IE0048, 2016, Anti-Corruption
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Establishment of Best Practice Standards for Open Data
IE0001, 2014, Access to Information
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Establishment of Ireland’S Open Data Platform
IE0002, 2014, Access to Information
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Undertake an Audit of Key Datasets for Publication
IE0003, 2014, Access to Information
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Establish a Roadmap for the Open Data and an Evaluation Framework to Provide Assessment of the Ongoing Open Data
IE0004, 2014, Access to Information
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Establishment of an Open Data Ireland Governance Board (ODIGB) and Steering and Implementation Group (SIG) for Open Data Ireland
IE0005, 2014, Access to Information
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Signing up to the G8 Open Data Charter
IE0006, 2014, Access to Information
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Implementing Open Data
IE0007, 2014, Access to Information
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Improve Computer Literacy Through Implementation of Proposed New Digital Strategy for Schools
IE0008, 2014, Capacity Building
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Review National and International Practice to Develop Revised Principles / Code for Public Engagement/Consultation with Citizens, Civil Society and Others by Public Bodies.
IE0009, 2014, Public Participation
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Hold Referenda Arising from the Recommendations of the Constitutional Convention
IE0010, 2014, Gender
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Ethics Reform
IE0011, 2014, Anti-Corruption
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Strengthening Freedom of Information - Implement the Code of Practice for Freedom of Information (FOI).
IE0012, 2014, Access to Information
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Reform of FOI
IE0013, 2014, Access to Information
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Regulation of Lobbying
IE0014, 2014, Legislation & Regulation
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Encourage, Protect and Raise Awareness of Whistleblower Duties and Protections
IE0015, 2014, Anti-Corruption
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Measures to Increase Citizen Participation in Decision Making on Policy and Legislative Proposals. Systemic Pre-Legislative Scrutiny of Draft Bills
IE0016, 2014, Legislation & Regulation
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Develop and Deliver Access to Environmental Information (AIE) Training Module for Public Officials
IE0017, 2014, Access to Information
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Increase Citizen Participation at Local Level. Pilot Approach to Implementation of Public Participation Networks
IE0018, 2014, Open Regulations
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Provide Legal Base for Public Participation Framework in Local Government
IE0019, 2014, Capacity Building
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Undertake a Feasibility Study on Possible Means of Enabling Further Citizen Engagement in Local Authority Budgetary Processes
IE0020, 2014, Fiscal Openness
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Support Children and Young People as Citizens. Develop, Finalise and Publish the First Government Strategy on Children and Young People's Participation in Decision-Making.
IE0021, 2014, Capacity Building
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Maximise Participation and Understanding of Young People in Civic Life
IE0022, 2014, Capacity Building
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Development of an ICT Strategy
IE0023, 2014,
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Data Sharing and Governance Bill
IE0024, 2014, E-Government
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Public Services Card
IE0025, 2014, E-Government
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Single Customer View
IE0026, 2014, E-Government
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Local Government Portal
IE0027, 2014, E-Government
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New Local Enterprise Offices
IE0028, 2014, Subnational
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Review and Enhancement of Complaints Procedures and Using Feedback to Improve Services Across the Public Service; a Review of Citizen Complaints Procedures Will Be Undertaken.
IE0029, 2014, Public Participation
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Enhance Customer Engagement
IE0030, 2014, Public Participation