Work of the Business Services Unit

Quality Customer Service

The Quality Customer Service Section is involved in building awareness within the Department of our customer service obligations, encouraging the adoption of a quality customer service ethos at local business unit level and overseeing and benchmarking the QCS initiative. Following the implementation of the Department’s Complaints Procedure in July 2003, the Section monitors and evaluates complaints received about the delivery of service. The Department’s QCS Action Plan 2004-2007 was published in 2004, and builds on the 12 QCS Principles.

Organisation Section

The Section’s customers are effectively the staff of the Department. While the Section is not directly involved in the provision of services to members of the public, it indirectly enables and facilitates the business units of the Department to provide an improved service to members of the public.

The section also has procurement responsibilities. Tendering for all goods and services on behalf of the Department is conducted in strict accordance with public procurement rules.