Press release
Universal design toolkit for customer engagement in the public sector launched
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
Minister for Finance and Public Expenditure and Reform, Paschal Donohoe TD, (27 June 2017) launched a new Customer Communications Toolkit for the Public Service for the Public Service.
This toolkit provides guidance for public servants on how to communicate with the public using the simplest and clearest language possible and to ensure that all services are accessible, and meets the diverse needs of all our customers.
The toolkit contains advice on general writing style principles, verbal and non-verbal communications, design of forms and documents, web and social media content and how to display signage.
The toolkit aligns with a key objective of the government’s reform agenda, which is to enhance how the public service engages with service users with a view to improving the quality of their interaction with the public service.
Speaking today, Minister Donohoe said:
“I am delighted to welcome the publication of this customer communications toolkit for the public service. Our interaction with the public must be positive and produce the most effective outcomes for all involved.
"All members of the public deserve the best possible customer experience. I know that public servants aim to deliver the highest quality service they can. We need to ensure that they are equipped to do so. This toolkit is a valuable aid to achieving this aim.
"I strongly believe that the customer should be at the heart of everything we do in the public service. Better customer engagement undoubtedly leads to better public services.
"Indeed, customer engagement will be a key focus of the new Public Service Development and Innovation Framework, currently being developed in my department. This toolkit will be a major element of our drive to increase accessibility of public services.
"I would like to thank the Centre for Excellence in Universal Design and a working group which included customer service representatives from all government departments and major offices, for the development of this toolkit."
ENDS
Due to the nature of customers’ interactions with public services, most engagement and customer improvement tends to take place at an organisational level.
In this context, the role of the Quality Customer Service (QCS) Officers’ Network is to coordinate and improve customer service and customer engagement across the civil and public service.
Membership of the network includes representatives from all government departments and Offices.
The network is supported by the department and meets regularly to discuss items of interest and share best practice on all aspects of customer service.
In 2016, the Quality Customer Service Officers’ Network began collaborating with the Centre for Excellence and Universal Design (CEUD) in the National Disability Authority to develop a toolkit which would set out the key elements of and approaches to Universal Design for Customer Communication for the Irish public service.
A working group of this network was formed to assist the CEUD in developing the toolkit. The resulting toolkit covers face-to-face, telephone, written and web-based engagement with customers and aims to improve accessibility across all our means of communication with the public.
The CEUD is dedicated to enabling the design of environments that can be accessed, understood and used regardless of age and ability.
The toolkit includes guidance on general writing style principles, verbal and non-verbal communications, design of forms and documents, web and social media content and how to display signage.
The Reform and Delivery Office will promote the toolkit by hosting it on the Reform Office portal and circulating it widely across the public service.
The full text of the toolkit can be viewed above.