Drive efficiency and effectiveness in service delivery

We will improve our administration processes and continue to progress efficiency measures already underway.
These include:

We will do this to support the efficient and effective delivery of Public Services.

Accelerate digital delivery

We will make more Public Services available online which will work in the same way as Revenue Online; Motor Tax Online; and Passports Online.
We will help citizens to access Public Services that are available online. One example of this is the Getting Citizens Online Programme which focuses on encouraging and empowering citizens to participate fully in Ireland's digital economy and society.

Optimise the use of data to provide services

We will use and fully exploit our data to design better policy and services.
This includes building:

• the National Data Infrastructure: a set of management practices to govern a reliable data system for the Public Service which will improve its handling of data and benefit citizens; and
• an Open Data Strategy: a strategy to make Government data more accessible (‘open’) which would result in new opportunities for research, innovation, transparency, engagement and greater efficiency.

Professionalise customer service

We want to provide the highest standards of customer service to our citizens. We will do this by continuing to:

• share and embed good practices;
• implement the standards of service set out under customer charters;
• provide training for our staff; and
• conduct quality checks and survey customer satisfaction.

Make services more accessible

We aim to increase accessibility of Public Services. Our Public Services should be accessible to all. We will make information as clear and as understandable as possible, considering the diverse needs of our public. For example, the Universal Design Toolkit for Customer Engagement sets out how to best communicate in writing, orally and online with citizens.

Engage more with the public

We aim to involve the public in designing ways to deliver frontline services. We want greater engagement between our Public Service organisations and our citizens. We will listen to citizens to understand their views and expectations so we can provide the best public services and solutions. We will seek to engage more with citizens through:

• public consultations;
• open policy discussions, involving academics, experts and members of the public;
• customer surveys; and
• public participation networks: networks that enable the public and organisations to voice their views and interests within the local government system.

Significantly improve communication

We want to improve how we explain what we do and what we offer to the public. We will communicate using clear language to:

• explain our Public Services; and
• help build public understanding around policy and resource decisions.