TII Customer Charter and Action Plan 2016 - 2019

Transport Infrastructure Ireland

Customer Charter

and

Customer Action Plan

INTRODUCTION

About Transport Infrastructure Ireland

Established on 1 August 2015 under the Roads Act 2015 following the merger of the Railway Procurement Agency with the National Roads Authority, Transport Infrastructure Ireland (TII) is a non commercial semi-State body which operates under the aegis of the Department of Transport, Tourism & Sport.

TII's primary function is to provide an integrated approach to the development, maintenance and operation of the national road network and light rail infrastructure throughout Ireland.

Quality Customer Service

The provision of quality customer service is central to Transport Infrastructure Ireland’s activities and we strive to continually improve our business practices in order to provide the highest standards in our dealings with our customers.

In carrying out our roles and responsibilities, our staff are committed to providing a professional, efficient and courteous servicein accordance with the 12 Principles of Quality Customer Service (Quality Customer Service Initiative, Department of Public Expenditure & Reform). These 12 principles are reproduced at Appendix A.

The way in which we will honour our commitments to providing quality service are set out in our Customer Charter in Part 1 of this document. Our Customer Action Plan in Part 2 identifies the ways in which we will monitor our performance and the measures we will provide to address any issues where our customers feel that they have not been dealt with in accordance with the commitments set out in Part 1.

Part 1

Customer Charter

TII is committed to providing a professional, efficient and courteous serviceto all our customers. To achieve this, we make the following commitments.

Contacting TII

We will provide details of the various ways in which we may be contacted in our publications and on our website. We will provide specific contact information in all correspondence.

Responding to You

We will provide clear, timely and accurate replies to all correspondence we receive, including e-mails. We will respond in plain English/Irish avoiding, if at all possible, the use of technical terms and references.

Correspondence will be acknowledged within 5 working days of receipt. A full response will issue within 20 working days of receipt or, where this is not feasible, an interim reply will be issued, explaining the reason why more time to respond is required and advising when a substantive response is expected to issue.

If correspondence relates to a matter that does not come within the remit of TII, we will promptly advise you and, if possible, inform you of the appropriate body/bodies to whom your correspondence should be addressed.

We will provide an automated routing system on our switchboard to provide maximum flexibility and convenience for our customers in directing their telephone calls to the appropriate TII Department. Alternatively, if you wish to speak with an operator, courteous and helpful staff will answer your call promptly. Callers will be directed to the correct member of staff/Department and staff will identify themselves when answering. In the event that it is necessary to transfer a caller, the staff member will advise the caller of the reason for the transfer and the name of the individual or Department they are being transferred to.

Voicemail messages and automated email responses will be updated as appropriate to indicate staff availability.

Data Protection

It is TII’s policy to comply with the Data Protection Acts and we will ensure that all correspondence we receive is processed and responded to having full regard to the provisions of the legislation.

Visitors to Our Offices

We will ensure that visitors to our offices are treated in a courteous and respectful manner at all times.

We will ensure that our reception and meeting facilities are fully accessible to all our customers, comply with Health & Safety standards and are maintained to the highest standard.

The Irish Language

We are committed to meeting our obligations under the Official Languages Act 2003 and will endeavour to ensure that customers who wish to conduct their business with us through Irish can do so. Our publications will, as appropriate, be produced in both Irish and English.

Diversity and Equality

We will respect the principles of equality and the diversity of our customers in the delivery of our services.

Websites and Publications

We will provide and maintain our websitesto ensure that they are easily accessible, up-to-date and informative.

We will ensure that our publications are clear, address user needs and are available on our websites.

Procurement

We will comply with relevant EU and national legislation, related regulations, Departmental guidelines, circulars and codes of practice relevant to procurement activities.

We will comply with our statutory obligations under the Prompt Payment of Accounts legislation.

Customers with Disabilities

We will make every effort to ensure that access to all areas of our premises and to all of our services is available for people with disabilities.

Our Disability Access Officer and Inquiry Officer contact details will be provided on our website.

Customer Complaints Procedure

We will operate and maintain a customer complaints procedure to thoroughly, fairly and efficiently investigate any complaints made by our customers about the quality of service they receive in their dealings with us. Details of the procedure will be provided on our website.

Summary

This Charter has been developed with the aim of providing a quality service for our customers that will be delivered by TII staff members in a considerate, courteous and helpful manner. In return, we expect our staff to be treated with courtesy and respect.

Part 2

Customer Action Plan

Transport Infrastructure Ireland is committed to delivering on the commitments that we make in our Customer Charter. During the period of this plan, we will monitor and evaluate our performance and provide appropriate feedback channels and complaint procedures for our customers, as outlined in the following paragraphs.

Training and Development

We will provide appropriate training for key staff who interact with our external customers on a daily/regular basis. Training modules, to include customer service skills and Irish language courses, will be arranged and relevant personnel will be encouraged to attend.

Monitoring and Evaluating

We will monitor and evaluate our performance through the use of internal management information systems and other appropriate means. We will promptlyimplement measures to improve our services when opportunities to improve are identified.

Customer Feedback

We welcome and value our customers’ views, suggestions and comments, whether positive or negative, on all aspects of our customer services. This feedback helps us to identify what we are doing well and to address and rectify any shortcomings so that we can provide you, our customer, with a better quality service.

An online Customer Comments form is provided in the Customer Service section of our website to facilitate customers who wish to submit their views, comments, etc. to us. Alternatively, customers may submit their views/comments, etc. to us by writing to:

Head of Regulatory & Administration

Corporate Services Division

Transport Infrastructure Ireland

Parkgate Business Centre

Parkgate Street

Dublin 8

D08 DK10

Email:

Customer Complaints Procedure

TII operates a complaints procedure that may be availed of by customers who feel that they may not have been treated adequately, courteously or fairly in their dealings with the staff of TII.

Complaints may be made in writing to:

Head of Regulatory and Administration

Corporate Services Division

Transport Infrastructure Ireland
Parkgate Business Centre

Parkgate Street
Dublin 8

D08 DK10

Alternatively, complaints may be emailed to the Head of Regulatory & Administration .

All complaints will be dealt with fairly, efficiently and confidentially and will be responded to following full and careful consideration of the nature and extent of the complaint.

Complaints received by the Head of Regulatory and Administration will be:

Acknowledged in writing within 5 working days. The acknowledgement letter will indicate the name and telephone number of the person dealing with the matter.
Responded to within 20 working days (if this is not possible an interim reply will be issued within the 20 working days explaining the up-to-date position).
Responded to using plain language.

Office of the Ombudsman

A customer who feels that s/he has been unfairly treated or is not satisfied with our decision on his/her complaint may contact the Office of the Ombudsman. By law, the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us. However, the Ombudsman will normally expect the complaint to be referred to us first.

The Ombudsman provides a free, impartial and independent dispute resolution service and may be contacted as follows:

Office of the Ombudsman, 18 Lower Leeson Street, Dublin 2, D02 HE97.

Lo-call: 1890 22 30 30 Tel: +353 (0)1 639 5600 Fax: +353 (0)1 639 5674.
(Note that the rates charged for the use of 1890 (LoCall) numbers may vary among different service providers).

E-Mail:

Website:

TII Customer Charter and Action Plan 2016 - 2019

APPENDIX A

The 12 Principles of Quality Customer Service

(Quality Customer Service Initiative, Department of Public Expenditure & Reform)

In their dealings with customers, Public Servants will ensure that services are provided in accordance with the 12 Principles of Quality Customer Service.

1.Quality Service Standards

Publish a statement that outlines the nature and quality of service which the customer can expect, and display it prominently at the point of service delivery.

2. Equality/Diversity

Ensure the rights to equal treatment established by equality legislation, and accommodate diversity, so as to contribute to equality for the groups covered by the equality legislation (under the grounds of gender, marital status, family status, sexual orientation, religious belief, age, disability, race and membership of the Traveller Community).

Identify and work to eliminate barriers to access to services for people experiencing poverty and social exclusion, and for those facing geographic barriers to services.

3.Physical Access

Provide clean, accessible public offices that ensure privacy, comply with occupational and safety standards and, as part of this, facilitate access for people with disabilities.

4. Information

Take a proactive approach in providing information that is clear, timely and accurate, is available at all points of contact, and meets the requirements of people with specific needs.

Ensure that the potential offered by Information Technology is fully availed of and that the information available on public service websites follows the guidelines on web publication.

Continue the drive for simplification of rules, regulations, forms, information leaflets and procedures.

5.Timeliness and Courtesy

Deliver quality services with courtesy, sensitivity and the minimum delay, fostering a climate of mutual respect between provider and customer.

Provide contact details in all communications to ensure ease of ongoing transactions.

6.Complaints

Maintain a well-publicised, accessible, transparent and simple-to-use system of dealing with complaints about the quality of service provided.

7.Appeals

Similarly, maintain a formalised, well-publicised, accessible, transparent and simple-to-use system of appeal/review for customers who are dissatisfied with decisions in relation to services.

8. Consultation and Evaluation

Provide a structured approach to meaningful consultation with, and participation by, the customer in relation to the development, delivery and review of services.Ensure meaningful evaluation of service delivery.

9. Choice

Provide choice, where feasible, in service delivery including payment methods, location of contact points, opening hours and delivery times. Use available and emerging technologies to ensure maximum access and choice, and quality of delivery.

10.Official Languages Equality

Provide quality services through Irish and/or bilingually and inform customers of their right to choose to be dealt with through one or other of the official languages.

11.Better Co-ordination

Foster a more co-ordinated and integrated approach to delivery of public services.

12.Internal Customer

Ensure staff are recognised as internal customers and that they are properly supported and consulted with regard to service delivery issues.