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Enhance Customer Engagement (IE0038)



Action Plan: Ireland National Action Plan 2016-2018

Action Plan Cycle: 2016

Status: Inactive


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 Data

IRM 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

Potential Impact:

Implementation i



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


  1. Promote Transparent Climate Policy Development

    IE0031, 2016, Environment and Climate

  2. Support Public Participation Networks

    IE0032, 2016, Capacity Building

  3. Improve Access to Justice: Reducing Costs

    IE0033, 2016, Access to Justice

  4. Improve Access to Justice: Framework to Assist Vulnerable Persons

    IE0034, 2016, Access to Justice

  5. Improve Access to Justice: Oversight of Legal Practitioners

    IE0035, 2016, Access to Justice

  6. Enhance Citizen Engagement in Policy Making: General

    IE0036, 2016, Capacity Building

  7. Enhance Citizen Engagement in Policy Making: Youth

    IE0037, 2016, Marginalized Communities

  8. Enhance Customer Engagement

    IE0038, 2016, Access to Information

  9. Improve Access to Government Services Through Technology

    IE0039, 2016, Capacity Building

  10. Participatory Budgeting

    IE0040, 2016, Fiscal Openness

  11. Improve Transparency of Government Service Providers

    IE0041, 2016, Access to Information

  12. Enhance Fiscal Transparency

    IE0042, 2016, Fiscal Openness

  13. Introduce Modern Document Management Procedures

    IE0043, 2016, Access to Information

  14. Develop an Open Data Strategy 2017-2020

    IE0044, 2016, Access to Information

  15. Invest in Data Infrastructure That Will Result in Better Open Data

    IE0045, 2016, Access to Information

  16. Starred commitment Develop a Code of Practice for the Governance of Charities

    IE0046, 2016,

  17. Starred commitment Public Sector Standards Bill

    IE0047, 2016, Anti-Corruption

  18. Establish a Register of Beneficial Ownership

    IE0048, 2016, Anti-Corruption

  19. Establishment of Best Practice Standards for Open Data

    IE0001, 2014, Access to Information

  20. Establishment of Ireland’S Open Data Platform

    IE0002, 2014, Access to Information

  21. Undertake an Audit of Key Datasets for Publication

    IE0003, 2014, Access to Information

  22. Establish a Roadmap for the Open Data and an Evaluation Framework to Provide Assessment of the Ongoing Open Data

    IE0004, 2014, Access to Information

  23. Establishment of an Open Data Ireland Governance Board (ODIGB) and Steering and Implementation Group (SIG) for Open Data Ireland

    IE0005, 2014, Access to Information

  24. Signing up to the G8 Open Data Charter

    IE0006, 2014, Access to Information

  25. Implementing Open Data

    IE0007, 2014, Access to Information

  26. Improve Computer Literacy Through Implementation of Proposed New Digital Strategy for Schools

    IE0008, 2014, Capacity Building

  27. 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

  28. Starred commitment Hold Referenda Arising from the Recommendations of the Constitutional Convention

    IE0010, 2014, Gender

  29. Starred commitment Ethics Reform

    IE0011, 2014, Anti-Corruption

  30. Strengthening Freedom of Information - Implement the Code of Practice for Freedom of Information (FOI).

    IE0012, 2014, Access to Information

  31. Reform of FOI

    IE0013, 2014, Access to Information

  32. Starred commitment Regulation of Lobbying

    IE0014, 2014, Legislation & Regulation

  33. Starred commitment Encourage, Protect and Raise Awareness of Whistleblower Duties and Protections

    IE0015, 2014, Anti-Corruption

  34. Measures to Increase Citizen Participation in Decision Making on Policy and Legislative Proposals. Systemic Pre-Legislative Scrutiny of Draft Bills

    IE0016, 2014, Legislation & Regulation

  35. Develop and Deliver Access to Environmental Information (AIE) Training Module for Public Officials

    IE0017, 2014, Access to Information

  36. Increase Citizen Participation at Local Level. Pilot Approach to Implementation of Public Participation Networks

    IE0018, 2014, Open Regulations

  37. Provide Legal Base for Public Participation Framework in Local Government

    IE0019, 2014, Capacity Building

  38. Undertake a Feasibility Study on Possible Means of Enabling Further Citizen Engagement in Local Authority Budgetary Processes

    IE0020, 2014, Fiscal Openness

  39. 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

  40. Maximise Participation and Understanding of Young People in Civic Life

    IE0022, 2014, Capacity Building

  41. Development of an ICT Strategy

    IE0023, 2014,

  42. Data Sharing and Governance Bill

    IE0024, 2014, E-Government

  43. Public Services Card

    IE0025, 2014, E-Government

  44. Single Customer View

    IE0026, 2014, E-Government

  45. Local Government Portal

    IE0027, 2014, E-Government

  46. New Local Enterprise Offices

    IE0028, 2014, Subnational

  47. 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

  48. Enhance Customer Engagement

    IE0030, 2014, Public Participation

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