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Customer Service Plan

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Customer Service Plan Meath County Council Customer Service Plan Customer Service Plan CONTENTS Page SECTION 1 Introduction 3 SECTION 2 Meath County Council: Democratic Structures 4 SECTION 3 Meath County Council: Our Customers & Services 5 SECTION 4 Customer Charter 8 SECTION 5 Customer Role and Code of Conduct 11 SECTION 6 Customer Comments, Compliments and Complaints 12 SECTION 7 Access to Information 14 SECTION 8 Standards and Indicators 16 SECTION 9 Implementation and Review 16 APPENDICES Contact Information & Opening Hours 17 2 Customer Service Plan 1. Introduction Meath County Council provides a wide range of services to the citizens of County Meath and interacts on a daily basis with a diverse range of customers. The Corporate Plan for Meath County Council 2019-2024 sets out a vision of County Meath as “a County that will lead economic, social and community development, deliver efficient and good value services, and represent the people and communities of County Meath, as effectively and accountably as possible.” The Plan identifies the mission of the Council as being “to drive the economic, social, cultural and environmental improvement of our County to enhance the quality of life of the people of Meath.” We strive for excellence in our customer service model and will endeavour to deliver quality services in accordance with the highest standards of effectiveness, efficiency and integrity. This Customer Service Plan outlines the key aspects of our current approach to customer service. We hope that it reflects the standard that you, our customer, expect from Meath County Council. It is also proposed to introduce new initiatives to meet the future needs of our customers and to improve the quality and effectiveness of our customer service. While Meath County Council commits to fully implementing this plan, it must be recognised that there are times when resources cannot meet demand and priorities have to be made. We also acknowledge the ongoing dedication and commitment of our staff that will play a critical role in the delivery of this plan and their enthusiasm and commitment will be the key to its success. 3 Customer Service Plan 2. Meath County Council: Democratic Structures Meath County Council currently has 40 Elected Councillors representing six Municipal Districts (Navan, Trim, Kells, Laytown/Bettystown, Ashbourne, Ratoath). Local Elections are held every five years. Councillors decide on issues relating to policy, and play an important role in representing the views of the community to the Council Executive. 4 Customer Service Plan Elected Representatives Chief Executive & Corporate of Management Team Policy Group Meath County Council Economic Development Ashbourne Housing, & Local Municipal Community & Enterprise Office District Cultural Development SPC Planning Kells Municipal District Planning, Economic Community Development & Laytown/ Enterprise Bettystown Support SPC Housing Municipal District Transportation Navan SPC Transportation Municipal District Environment Environment, SPC Water Ratoath & Emergency Municipal Services Districit Local Community Development Committee Trim Finance Municipal District Information Technology Human Resources Corporate Services & Health & Safety 3. Meath County Council: Our Customers & Services Meath County Council provides services to a population of c.195,000 people, a population that has increased by 85,000 over the last 20 years. Meath County Council provides a wide range of services to a diverse range of customers. Our customers include: The general public of County Meath 5 Customer Service Plan The transient population of the county Internal customers and Councillors Other County Councils Statutory Bodies Community and Voluntary Sector Online Customers Business Community Many of the services we provide are planned and / or delivered through a partnership approach with Government Departments, statutory agencies, other County Councils, local development and community organisations, and business interests. The diagram on page 6 provides an overview of the key services delivered by Meath County Council. Meath County Council’s performance across a range of services can be accessed through the reports published by the Local Government Management Agency on the annual national service indicators Local performance indicators have been developed across the various areas of service to complement the national service indicators. Meath County Council’s Performance Management & Development System, monitors staff performance against agreed objectives between staff members and their line managers. 6 Customer Service Plan MMeatheath County Local Council Autho –r iKeyties Services – Management Team – Corporate Strategy & Key ServicProvidedes Prov ided Direction Financial & Risk Management Corporate Environment, Economic Services & Planning & Transportation & Water Services Finance, IT & Development & Human Community Housing & Emergency Motor Tax Tourism Resources Services Corporate Economic Human Planning - Community – Housing – Transportation - Environment – Finance – Services – Development – Resources - Forward Libraries; Housing Roads Waste Financial & Councillor & Promotion & Workforce Planning; Arts; Provision; infrastructure; Management; Budget Management Marketing; Planning; Development County Estate & Tenancy Road Safety; Pollution Control; Management; Support; Projects; Recruitment; management & Development Management; Sustainable Litter Treasury Communications; Advice & Support. Training & Control; Board; Traveller Transport; Management; Management; Corporate Development; Planning Community Accommodation; Energy Animal Control. Internal Audit; Governance & Performance Enforcement; Initiatives & Homelessness; Management; Procurement; Risk Management; Heritage & Representation; Grants. Public Liability Loans Management; Industrial Conservation. Social Inclusion; Claims. Tourism - Corporate Health Relations. Community Marketing; & Safety; Grants; Water Services - Product IT – Corporate Pride of Place. Water & Development Business Process Facilities & Wastewater Estate; Improvement; Services; Solution Delivery; Higher Education Water Grants; Operations; Conservation. Spatial Register of Electors. Information Management. Emergency Services – Fire Services; Motor Tax – Fire Safety; Motor Tax & Civil Defence; Driving Licence Major Emergency Applications. Plan. 7 Customer Service Plan 4. Customer Charter We strive to Deliver the best possible care to you in an effective and caring manner. Courtesy and Consideration You are at all times entitled to be served: Efficiently and in a courteous manner. With due regard to privacy and confidentiality. By friendly and helpful staff. Equality, Openness and Impartiality We undertake to:- Ensure the right of equal treatment established by equality legislation Deal with you in a fair and open manner. Discuss any aspect of your dealings with us. Explain how a decision was reached. Our Performance We undertake to: Monitor and evaluate our performance. Examine the development and delivery of our services in order to meet your needs. Train our staff to meet your needs on an ongoing basis. Access We endeavour to: Provide clean, accessible public offices that ensure privacy, comply with occupational and safety standards and that facilitate access for people with disabilities and special needs. Accommodate our customers who wish to conduct their business through the Irish language. Social Inclusion You can help us to help you By making comments, complaints or suggestions about the services you receive. By letting us know when we do something well. By providing full and accurate information. Quoting reference numbers where known. Completing all application forms carefully and legibly. Advising us of changes in circumstances/ information. 8 Customer Service Plan Information Provision We will: Provide clear, helpful, accurate and relevant information. Ensure that information leaflets and forms are, where possible, available in printed, electronic and bilingual formats. Review and simplify the language used in leaflets and forms and provide clear instructions and guidance. Review and improve our website to ensure that information is up to date and easily accessible. Use social media to provide information and respond to customer queries. Telephone When contacting us by telephone, we will: Answer quickly and courteously, providing you with a contact name and section. Be as helpful and informative as possible - if we cannot answer your query immediately, we will take your details and contact you within a specified period of time. Give contact names and reference numbers in all telephone communications to ensure ease of ongoing transactions. Respond promptly to voicemail messages. Explain if we need to transfer your call to another colleague or department, giving you that person’s name and number and ensure that the call or query is transferred. Visiting our Offices If you visit our offices, we will: Ensure that public reception areas are adequately staffed during office opening hours. Ensure that frontline staff can deal with most routine queries. 9 Customer Service Plan Respect your privacy and ensure that all matters are dealt with in a confidential manner, providing private meeting rooms, where possible. Deal with your enquiry as quickly and as thoroughly as possible. Ensure punctuality with regard to appointments and meetings. Written and Electronic Correspondence In corresponding with you, we will: Acknowledge your correspondence
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