|
Customer Service Action Plan 2009 - 2011
1. Introduction
This is the Board’s third Customer Service Action Plan. It sets out our commitments in relation to the provision of an effective and accessible service to our customers and describes in detail how the customer service commitments and standards set out in the Board’s Customer Charter will be delivered and evaluated by the organisation.
The actions identified in this plan are based on the Board’s Corporate Plan 2009 – 2011 and have regard to the Legal Aid Board Law Centre Review 2008, the Risk Assessment Report 2008 and the Report of the Task Force on Public Service 2008.
2. Background
The Legal Aid Board is the statutory, independent body responsible for the provision of civil legal aid and advice to persons of modest means, in accordance with the provisions of the Civil Legal Aid Act, 1995 and the relevant regulations.
Legal aid and advice are provided primarily through a network of law centres by solicitors employed by the Board. A complementary service is provided by solicitors in private practice who are engaged by the Board on a case-by-case basis.
The service is provided on a nationwide basis through 33 full-time and 12 part-time law centres, and includes 3 full-time centres comprising the Refugee Legal Service (RLS).
The Board also operates a specialised Refugee Documentation Centre, which provides an independent and professional research and library service for all of the main bodies involved in the asylum process.
3. Principles of Quality Customer Service
When dealing with the public, in line with other Civil Service Departments and Public Service offices, the Legal Aid Board is committed to complying with the Principles of Quality Customer Service. These include:
- Quality Service Standards
- Equality/Diversity
- Physical Access
- Information
- Timeliness and Courtesy
- Complaints
- Appeals
- Consultation and Evaluation
- Choice
- Official Languages Equality
- Better Co-ordination
- Internal Customers
4. Complaints Procedure
The Legal Aid Board has put in place a clear and published procedure for the receipt and processing of formal complaints from external customers. The procedure is described in the leaflet number 10 – “Customer care and complaints procedure”, which is available on www.legalaidboard.ie or from any of the Board’s law centres. The existence of this procedure is mentioned in all of the Board’s leaflets, application forms and when notifying customers of decisions relating to their particular applications.
5. The Customer’s Obligations
In order to maximise the efficiency of the resources available to provide services to customers, we ask customers to help us to deal with their cases as efficiently as possible in the following ways.
Help us to help you by doing the following:
• Treat our staff with courtesy and respect
• Complete all application forms carefully
• Provide full and accurate information when you contact us
• Provide all necessary supporting documentation as soon as possible
• Quote reference numbers, where available, in all correspondence and communications with us
• Make an appointment in advance if intending to call to meet a specific person
• Let us know in advance if you are unable to keep an appointment
• Make comments or suggestions about the services you receive
• Provide the necessary cooperation to enable your case to be progressed in an efficient manner.
6. Commitments and Actions
The following page describes the Board’s customer service commitments to the delivery of a quality service to its internal and external customers, and the actions required to achieve these commitments: Commitments and Actions
7. Monitoring and Review
When standards relating to customer service have been implemented, it is equally important that the organisation puts in place a reputable mechanism to measure the effectiveness of the operation of these standards particularly at local level. Accordingly a structured approach to monitor and review of the new Customer Service Action Plan is being put in place by the Board. This approach will involve the following steps:
(i) The Customer Service Action Plan will be agreed by Senior Management in consultation with the Managing Solicitors and the Partnership Committee.
(ii) The External Consultative Panel will be consulted in relation to the new plan.
(iii) A detailed implementation plan will be produced and agreed by Senior Management.
(iv) Comments will be sought from managers twice yearly on the extent to which the commitments in their areas of responsibility have been achieved. The comments will be collated and analysed.
(v) A detailed progress report will be considered on an annual basis by the Senior Management Team, the Partnership Committee and by the Board.
(vi) The External Consultative Panel will be updated on the progress in achieving the objectives in the plan.
The Board recognises that during the period covered by this plan there are likely to be increasing demands for legal services. The impact of the current economic situation on the Board’s resources will result in a requirement to prioritise the Board’s resources at the front line. The Board is committed to providing a quality, accessible service with the shortest possible timeframes.
| 
