COMHAIRLE CONTAE ÁTHA CLIATH THEAS
SOUTH DUBLIN COUNTY COUNCIL

South Dublin County Council Crest

MEETING OF SOUTH DUBLIN COUNTY COUNCIL

Monday, October 09, 2023

QUESTION NO. 26

QUESTION: Councillor F. Timmons

To ask the Chief Executive For an Report into why Council's Customer Care Counters' are shut down in SDCC?

REPLY:

An objective of South Dublin County Council’s Corporate Plan 2020 – 2024 is to develop a customer service model that makes full use of digital service provision as a more effective and efficient way of delivering services, as well as improving customer accessibility and customer experience.

As part of our ongoing Customer and Digital Services Transformation Strategy a new Housing Customer Centre was officially opened on Wednesday, 12th July. Some 99% of counter queries relate to Housing Services, this new Housing Customer Centre greatly improves the quality and standard of service provision to customers. In-person meetings are arranged through an appointments system to remove the queueing requirement for our customers and to ensure that discussions are fully private. We are happy to assist customers using our online facilities, customers can contact us at 01-4149000 to arrange appointments for guidance on using these facilities. The Council recognises the need for customers with limited I.T. skills or accessibility issues to speak directly with staff members to ensure access to information, our telephone lines are open from 9am to 5pm – Monday to Thursday and 9am – 4.30pm on Friday for this purpose.

Another project under the Customer and Digital Services Transformation Strategy is the redesign, build and fit-out the Concourse in County Hall to create a new public engagement space. The creation of the MyDoorstep space in County Hall created a new audio-visual experience where people can consider the range of information available in a comfortable, welcoming environment, while meeting and engaging with the Council on the plans for the local community they hope to move into. The redesign of the concourse in County Hall will modernise and integrate this full space to reflect a more open, welcoming and engaging Council.