Customer Service Action Plan
Customer Service Action Plan
Customer Service Action Plan
September 2008
FOREWORD...................................................................................................................3
INTRODUCTION/WHO WE ARE ..............................................................................5
OPERATIONS DIRECTORATE .................................................................................6
RESEARCH, TRAINING & DEVELOPMENT DIRECTORATE ..........................8
CORPORATE SERVICES/HUMAN RESOURCES DIRECTORATE ...................9
Corporate Services .................................................................................................10
Finance...................................................................................................................10
Information Technology ........................................................................................10
Human Resources ..................................................................................................11
WHO ARE OUR CUSTOMERS?...............................................................................12
CUSTOMER SERVICE COMMITMENTS............................................................ 13
What we do ............................................................................................................ 13
Visitors to our Offices............................................................................................ 14
Contacting Us......................................................................................................... 15
Telephone............................................................................................................... 15
Correspondence...................................................................................................... 15
Information Technology ........................................................................................ 16
Internal Customers ................................................................................................. 16
Complaints Procedure............................................................................................ 16
Equality and Diversity ........................................................................................... 17
Services through other languages .......................................................................... 17
Working in Partnership .......................................................................................... 17
Consultation and Evaluation .................................................................................. 18
DELIVERING ON OUR CUSTOMER SERVICE COMMITMENTS ..................19
Quality Service standards ......................................................................................19
Equality/ Diversity .................................................................................................20
Physical Access......................................................................................................20
Information ............................................................................................................21
Complaints and Appeals ........................................................................................22
Consultation and evaluation...................................................................................23
Choice ....................................................................................................................23
Services through other languages ..........................................................................24
Better co-ordination ...............................................................................................24
Internal Customer...................................................................................................25
PROCEDURE FOR MONITORING AND REPORTING ON PROGRESS.........26
I would like to thank those who contributed to the preparation of this Plan
and I look forward to working with staff and customers in its
implementation.
______________________
Michael Donnellan
Director
This Action Plan outlines how we will monitor and evaluate the
commitments outlined in our Customer Charter.
INTRODUCTION/WHO WE ARE
Many of our activities are inter-agency, and our key partners include the
Department of Justice, Equality and Law Reform, Irish Youth Justice
Service, the Court Service, Irish Prison Service, An Garda Sochna and a
range of other organisations in the statutory sector as well as in the
voluntary and community sector.
communities, courts and prisons across the entire country. While our
services are organised nationally, they are managed and delivered locally.
OPERATIONS DIRECTORATE
What we do
We convene Family Conferences with young people who offend,
their families and victims, on behalf of the Courts
We prepare pre-sanction reports to assist the Courts in determining
sentences
We assess and manage risk of re-offending using evidence based
practices
We provide a Probation service to the Children Courts and Children
Detention Schools.
We engage with children and young people in a supportive manner
We ensure the protection and empowering of the interest and roles
of victims
We implement the relevant provisions of the Children Act 2001 (as
amended)
We develop effective partnerships with families and key agencies to
reduce re-offending
Corporate Services
This unit is responsible for the management and co-ordination of all the
elements to support the core work of the Service. It is responsible for the
provision and monitoring of customer services and the delivery of effective
and efficient systems that enhance the delivery of Probation services. It is
also responsible for the publication of all corporate documents, coordination of press queries and parliamentary questions as well as other
relevant material.
All staff are trained to be helpful and courteous and to treat our customers
with dignity and respect in all their dealings with us.
Finance
The Finance unit is responsible for the financial management and planning
of the annual budget of the Service. This includes the provision of financial
data, processing supplier payments, employee allowances and purchasing.
The unit monitors the financial management of Community Based
Organisations to ensure best practice is adhered to and value for money is
achieved.
Information Technology
The role of the unit is the provision and support of an effective IT
infrastructure which facilitates the Probation Service in pursuit of its
objectives. This unit is responsible for the development, management and
support of the Probation Service network, applications and infrastructure.
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Human Resources
The Human Resources unit is responsible for managing the personnel
functions devolved to the Probation Service. The unit works in conjunction
with the Human Resources Division of the Department of Justice, Equality
and Law Reform. These personnel functions include manpower planning
aligned to the business needs of the service.
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JUDICIARY
PARTNER
AGENCIES
COURT
SERVICE
IPS AND
GARDA
VICTIMS
OUR
CUSTOMERS
IRISH YOUTH
JUSTICE
SERVICE
STAFF
OFFENDERS
AND THEIR
FAMILIES
GENERAL
PUBLIC
DJELR
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13
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Contacting Us
Telephone
We are available to answer telephone calls during normal office
hours from 9.15am 5.30pm Monday to Thursday and 9.15am
5.15pm on Friday.
Where voicemail is in use, we will return your call promptly and get
back to you with an agreed timeframe if unable to respond to your
enquiry immediately.
Staff will identify themselves and provide as much information as
possible or if our staff cannot help you immediately they will refer
you to someone who can or take your details and return call as soon
as possible.
Correspondence
We will acknowledge your initial correspondence within 5 working
days and we will keep you informed of progress.
We will respond to your correspondence within fifteen working
days. If it is not possible to send a full reply, we will send you an
interim reply explaining the position.
All correspondence will be written in clear language that is concise
and understandable.
All correspondence will identify the writers name and position,
address of the Probation Service office, a direct telephone number
and an e-mail address to facilitate direct contact where necessary.
All correspondence will be in plain English, clearly written, easily
understood and legal terms will only be used where necessary.
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Information Technology
We will maximise the use of technology to improve service delivery.
The Probation Service website can be accessed at www.probation.ie.
We will provide a direct link to Customer Service information on the
website.
We will regularly update relevant information on the website.
Internal Customers
The principles of quality customer service apply to our staff
We will keep all staff fully informed about service delivery issues.
We will keep our staff fully appraised of the principles of quality
customer service.
Complaints Procedure
It is the goal of the Probation Service to resolve complaints at the first
point of contact. If we cannot do this your complaint will be examined at
an appropriate higher level.
You may make a complaint in either of the following ways:
in person at any of our offices
by phone at 01 8173600
by completing a complaints form
by letter
By accessing our website at www.probation.ie or by email
[email protected]
We will investigate complaints in an objective, fair and open
manner. If you are not satisfied with the outcome of a complaint at
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principles
of
human
rights, equality
legislation
and
accountability.
We aim to ensure quality of access to our services, accommodating
those covered by the nine grounds identified in equality legislation,
as well as those experiencing poverty, social exclusion and
geographical barriers to services.
Services through other languages
We will comply with the requirements of the Official Languages Act
2003.
We will facilitate customers who wish to communicate through
other languages.
Information leaflets can be downloaded from our website in a
number of languages or are available on request.
Working in Partnership
The Probation Service will work in a spirit of mutual respect with all
its partner Agencies and Committees.
Staff at all levels in the organisation continue to participate in the
partnership process in the Service.
We are committed to the Partnership process and will continue to
work in the spirit of partnership in achieving modernisation and
flexibility in the Probation Service.
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This Chapter sets out how we will deliver our Customer Service
Commitments.
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2. Equality/ Diversity
The Probation Service aims to treat all customers equally while respecting
individual differences and needs. We will conduct our business with you in
a fair and open manner consistent with the principles of human rights and
equality legislation.
We will;
Ensure that diverse needs of customers are recognised through
awareness raising training.
Continue to promote the availability of family friendly schemes for
staff.
Address the needs of relevant groups when formulating policy.
Ensure quality of access to our services for those customers with
specific needs,
3. Physical Access
We will ensure that our offices and facilities are accessible and convenient
to use and in particular we will comply with occupational and safety
standards. As part of this we will facilitate access for those with specific
needs.
We will;
Maintain our accommodation to a standard acceptable to both our
customers and staff.
Ensure that physical access is a priority for all offices of the Service
Meet the requirements of people with specific needs for planned
consultations/ meetings where required
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Ensure that Health and Safety statements are in place in all offices
Ensure that Health and Safety audits on all offices has been
completed by end 2008
4. Information
We will
Publish an Annual Report
Review forms and information leaflets to ensure that they are clearly
written and easily understood
Produce leaflets on the work of the Service and make available on
our website in a number of languages
Customer Service information willl be made available on the Service
website and Intranet Portal
Ensure that the Service website is kept up to date
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We will
Keep customers appraised of all new developments within the
Probation Service.
Promote mechanisms to facilitate communications and feedback.
Where appropriate rectify issues identified to ensure a quality
service that meets our customers needs.
Continue dialogue with specific customer groups so that agreed
protocols and ways of working can be co-ordinated and developed.
8. Choice
We will
Provide appointments outside normal office hours where necessary
and appropriate.
Provide access to interpreters where language difficulties are a
barrier to accessing services.
Assist customers with specific needs to avail fully of quality
customer service
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The Probation Service will make every effort to facilitate customers who
need to communicate through other languages. We will also provide
quality services through Irish and/or bilingually if required and inform
customers of their right to be dealt with through one or other of the official
languages.
Customers will be facilitated in dealing with the Service through
Irish and other languages if requested.
Information leaflets and other printed material will be available
through Irish and other frequently used languages.
10. Better co-ordination
The Probation Service aims to conduct its business with customers in a
spirit of partnership and respect. It is committed to a co-ordinated and
integrated approach to delivery of service.
We will
Continue to enhance our relationships with other partners in the
Criminal Justice System.
Continue to develop relationships and protocols with other Agencies
and government initiatives.
Support and foster relationships within communities in order to
integrate offenders and help make communities safer.
Develop stronger links and protocols with funded Projects to
facilitate the added value of projects to the work of the Probation
Service.
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We will
Further promote the Dignity at work charter and appointment of
designated contact persons scheme.
Provide appropriate supervision for staff at all levels.
Implement P.M.D.S. fully.
Provide appropriate staff training (including training on quality
customer service delivery) as identified through P.M.D.S.
Facilitate participation by staff at all levels in partnership process.
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