APPENDIX THREE
Customer Action Plan
Sligo local authorities serve a variety of customers, including staff and business functions within the organisation, other service providers, the general public, businesses and a range of other organisations. Customers fall into two main categories – target customers, the intended ultimate beneficiaries, customers or users of the service/s provided. The objective of Sligo local authorities is to provide something of use to target customers segment and to have a positive impact on them. The second category is the indirect customer, (not targeted but affected), this category of customer are impacted, or potentially impacted by the services to target customers but unintentionally. This plan does not specifically include services to these groups, however, the organisations approach to the delivery of the objectives within this plan ensures that their interests are considered. The approach is inclusive and considers the impact of our activity on the environment and the legacy that we will leave for future generations. The plan also recognises other stakeholders including national and regional government, agencies and bodies who operate in Sligo and neighbouring local authorities.
In our service delivery we will:-
- Set standards of service
- Be open and provide full information
- Consult and involve
- Encourage access and the promotion of choice
- Treat all fairly
- Use resources effectively
- Innovative and improve
- Work with other providers
Our commitment to quality customer service will address key dimensions within our service delivery approach.
In this approach we will deliver improvements in:-
Tangibles
The physical facilities and equipment available, how easy it is to understand information provided and complete application forms.
Reliability
Perform the promised service dependably and accurately.
Responsiveness
Help customers and provide prompt service.
Assurance
Inspire confidence and trust.
Empathy
Provide a caring and individual service to customers.
We also make the following commitments:-
In our dealings with customers on the telephone we will:
- Respond quickly and courteously
- Be helpful and provide the information required
- Take the enquiry and telephone number and call or write back if the enquiry cannot be answered quickly
- Indicate when you can expect to hear from us and arrange to call at a time that is convenient for you, if calling back is necessary
For personal callers we will:
- Be courteous and fair in our dealings
- Deal with enquiries as quickly as possible
- Respect your privacy and provide private interview rooms for all public offices as required
- Ensure that queues are kept to a minimum
- Keep our offices clean, safe and accessible, particularly for people with disabilities
On receipt of written correspondence we will:
- Reply to letters as soon as possible and issue an acknowledgement if we do not expect to reply to your letter within 10 days
- Write as clearly as possible
- Only use technical terms where this is absolutely necessary
- Ensure that all letters carry a contact name, telephone number and reference
Forms and leaflets will:
- Be freely available
- Use clear and concise language
- Explain what is required
Information and openness – we will
- Provide information that is clear, timely, accurate and accessible
- Provide information on schemes and services in clear simple language
- Provide reasons for policy decision
Irish Language
Sligo local authorities are committed to improving the level of services available through Irish. We will seek to ensure that all Sections will have access to a staff member capable of communicating with the public in Irish in order that, in so far as possible, services are available bilingually.
