Policy information
Quality Customer Service Initiative (QCSI)
From Department of Public Expenditure, NDP Delivery and Reform
Published on
Last updated on
From Department of Public Expenditure, NDP Delivery and Reform
Published on
Last updated on
Improving how the Public Service engages with its customers, and improving service design and delivery, is a core part of the government framework for Public Service Reform. The Quality Customer Service Initiative (QCSI) was established in 1997, setting out 9 Guiding Principles of Quality Customer Service – expanded to 12 in 2000.
The Quality Customer Service Network (QCSN) was established in 2000 to develop, promote and implement the Quality Customer Service Initiative. The Network meets regularly throughout the year, facilitated by the Department of Public Expenditure, NDP Delivery and Reform. It is chaired by Brian Boyle, Assistant Secretary, Office of the Revenue Commissioners.
The Network offers a platform for identifying best practice in customer services, and sharing learning across the Public Service. Quality Customer Service Officers, who attend the Network events as representatives of their organisations, oversee customer service standards in their organisations - including the production of Customer Action Plans and Charters as per the Customer Charter Initiative.
Recordings of past Network events can be found at the QCSN events YouTube playlist. To find out more about or join the network email qcsofficersnetwork@per.gov.ie
The Quality Customer Service Network works collaboratively on a broad range of issues. It also produces resources for customer service representatives and organisations across the Public Service – such as the Customer Communications Toolkit for the Public Service.
This document was produced by the Quality Customer Service Network in collaboration with the Centre for Excellence in Universal Design at the National Disability Authority.
The Department of Public Expenditure, NDP Delivery and Reform also hosts an annual Quality Customer Service Conference, attended by customer service representatives and interested parties from across the Public Service.
The 2023 conference was held in Farmleigh House on Thursday, 7 December. The theme of the event, which was opened by Minster of State Ossian Smyth, was 'Human-centred Service Delivery in a Digital Age.’
The conference explored the key drivers of customer service excellence with leading Irish organisations and discussed what is important to customers today. Attendees learned about the recently launched Action Plan for Designing Better Public Services and work underway to bring a design-led approach to Public Service delivery. Also discussed was the delivery of digital public services with insights from the UK’s Government Digital Service and Ireland's Office of the Government Chief Information Officer (OGCIO).
The current Public Service Reform framework also ensures effective feedback tools are in place. Surveys of both business and public customers are held on alternate years to identify satisfaction levels as well as more general perceptions of and attitudes towards civil service departments and major offices. There is also a commitment in the Civil Service Renewal Plan to “run regular surveys of Civil Service customers to more fully understand user experiences, expectations and requirements."
The most recent Survey of public customers was completed in 2017, with results published in April 2017. A new Survey of Civil Service Business Customers was undertaken in 2018, with the results published in February 2019.