Some of these publications are available in PDF. A viewer programme called Adobe Acrobat is required to view and print PDF files and a free copy can be downloaded from the Adobe Website if required.
This report recommends a range of initiatives which the Task Force believes should commence immediately, and be implemented over the next three years.
The Public Service is of vital national interest. How well it performs and how efficiently it operates are of critical importance to the lives of every citizen and the well being of the community as a whole. A high performance Public Service is increasingly recognised as a critical ingredient in international competitiveness, as well as an essential requirement for addressing the complex social needs of modern communities.
Ipsos MORI was commissioned by the Public Service Modernisation (PSM) Division of the Department of the Taoiseach in February 2008 to conduct a survey of members of the general public to determine levels of satisfaction with the customer services provided by Civil Service Departments and Offices, and attitudes to the Civil Service among the general public.
This report is the first of a series of country reviews undertaken by the OECD to analyse the success and challenges of Public Service reform from a comprehensive perspective, taking into account the array of public service reforms conducted in Ireland since the mid-1990s.
Since 1997, Public Service organisations have been producing Customer Action Plans to assist them in improving the way they deliver services to their customers. This has proven to be a big success and to further develop this process, the Customer Charter Initiative was launched in 2002. This initiative not only provides customers with a clear and unambiguous statement of the level of service they can expect but also includes a framework that allows us to measure and improve the quality of services provided and to report this publicly.
Survey of Business Customers undertaken in June 2006 by Ipsos MORI
In November 2006, the Government commissioned Fitzpatrick Associates, Economic Consultants to undertake a comprehensive review of the Customer Charter process in the Irish Civil Service. The evaluation reviewed all elements of the Charter process since its introduction and focussed on the extent to which the Customer Charters were fulfilling their objectives and sought to identify the benefits accruing as a result. The report contains a set of 10 key recommendations intended to inform the next phase of development of Customer Charters and the future of the Quality Customer Service initiative as a whole.
Report by PA Consulting Group on the progress of the Civil Service change and modernisation programme, the Strategic Management Initiative, since its launch in 1994. The final report was presented to the Government and published in March 2002.
The Second Report to Government of the Co-ordinating Group of Secretaries is better known by the title 'Delivering Better Government' (DBG). Published in May 1996, DBG is the policy document that set out in detail the framework necessary to support the implementation of the Strategic Management Initiative, the programme of change for the Civil Service.