Customer Action Plan


Since 1997, Public Service organisations have been producing Customer Action Plans to assist them in improving the way in which services are delivered to their customers. In 2003, as part of a continuing drive to further promote Quality Customer Service, Public Service organisations began to adopt Customer Charters. Customer Action Plans and Customer Charters are produced as part of the same overall process and have separate but complimentary roles. A Customer Action Plan (CAP) should set out the functions of the organisation and the services it delivers to its customers, describing in detail how the commitments and standards set out in the Customer Charter will be delivered and evaluated by the organisation.

Attached below is a copy of the Department of the Taoiseach's Customer Action Plan. Our CAP outlines our commitment to the Principles of Quality Customer Service and our determination to continue to provide the highest quality of service to all our customers. Note that the CAP includes a copy of the Customer Charter and a copy of the Customer Complaints Procedure as appendices.

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