Customer Service Review on the Cards For Limerick County Council

From: Dunphy Public Relations
Published: Fri Jan 04 2008

The Local Authority has produced a 'Comment Card System', as one of three newly developed Quality Customer Service Initiatives.

"The initiatives, which also include a customer complaints procedure and customer charter, are aimed at delivering high quality services that meet the needs of all Local Authority customers", stated Ms. Josephine Cotter Coughlan, Director of Services.

"The delivery of high quality services, tailored to meet the needs of all our customers, is one of Limerick County Council's core objectives and is included in our Corporate Plan 2004-09. This quality service includes not only the level and quality of service given to our customers, but also the quality of our decision-making processes, the efficiency and effectiveness of our operations, standard of our facilities and our ability to adapt in an ever-changing environment", she stated.

Ms. Cotter Coughlan explained that Limerick County Council is frequently the first point of contact for the public in assessing public services.

She added, "It is critical, therefore, that the Council deals with its customers in accordance with the principles of courtesy, fairness, openness and transparency. In such an environment, customers should have the opportunity to say when service standards are not being met or when they have not been treated with courtesy and fairness. A responsive culture, which quickly resolves difficulties, can lead to a better way of conducting business and can also assist in the improvement of services."

Limerick County Council anticipates that the 'Customer Charter' will be reviewed annually in conjunction with the annual review of the Local Authority's Corporate Plan. Any feedback/comments/views received through the new 'Comment Card System' initiative will be an essential element of this review.

The Local Authority has also confirmed that it intends conducting regular internal reviews to assess the effectiveness and level of compliance with the customer responsiveness standards set out in the Charter.

Ms. Cotter Coughlan said that the provision of quality customer service is a touchstone of the local government modernisation programme.

"Limerick County Council is asking all customers for their input into how we conduct our daily business and what changes, if any, should be made to our customer service. This process is part of our overall objective to successfully fulfill and exceed our customers' needs and expectations", she concluded.

Limerick County Council's customers are any individual, business or community to whom Limerick County Council provides a service. The Council's customers also include the Department of the Environment, Heritage and Local Government, statutory bodies and other groups with whom it deals as a local authority.

The newly developed Quality Customer Service Initiatives have been drafted in accordance with guidelines issued by the Department of the Environment, Heritage and Local Government in 2003 and a Report by Fitzpatrick Associates on the Evaluation of Customer Charters (June 2007).

Limerick County Council's 'Quality Customer Service Initiatives' may be downloaded from Copies are also available at County Hall, Dooradoyle and at all Local Area Offices.


Notes to Editor:
A Limerick County Council spokesperson is available for interview and further comment. To arrange please contact Mark Dunphy of Dunphy Public Relations on 086-8534900 or

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