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Customer Charter

PSSC currently provides Payroll Administration support to employees across Public Service Bodies. PSSC transacts on behalf of HR in the areas listed below. Local HR will remain as the overall decision maker in all areas of HR.

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Fig 1 PSSC Services

The Customer Charter sets out the standard of service you, as a customer, can expect from PSSC.

Equality and Confidentiality

  • PSSC will accommodate diversity and treat all customers fairly and equally
  • PSSC will treat all information provided by the customer confidentially. See our data protection policy.

Timeliness and Courtesy

  • PSSC will deliver quality services with courtesy, sensitivity and the minimum delay.

Information

  • PSSC will take a proactive approach in providing information that is clear, timely and accurate. Information will be provided on the PSSC Website and where appropriate e-mail alerts and letters will be sent to you.

Complaints

  • PSSC will maintain a well-publicised, accessible, transparent and simple-to-use system of dealing with complaints about the quality of service provided.

Appeals

  • Similarly PSSC will maintain a formalised, well-publicised, accessible, transparent and simple-to-use system of appeal/review for customers who are dissatisfied with decisions in relation to services.

Choice

  • On request through helpdesk@pssc.gov.ie PSSC provide a written Irish language service
  • Pay advice slips and P60 documents are also available in Irish through the CorePortal.

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Fig 2 PSSC’s commitment to the customer

While our Shared Service Centre is still relatively new, we want to ensure that the customer is at the centre of everything that we do.

We want you to find it easy to do business with us.

  • We aim to ensure that the PSSC Website is easy for you to navigate and the content informative and current.
  • We aim to ensure that our self-service option (the Core Portal) is easy for you to use and can be accessed anytime and anywhere.
  • We aim to ensure that you can easily contact us.

We want you to find us quick to respond to your needs.

  • We will proactively provide you with information and clear guidelines you might need in order to be able to make personal decisions
  • If you do need to contact us with a query we will respond to you with minimum delay.

We will strive to provide a better service to you.

  • We aim to get our solutions right first time for you and we will endeavour to learn from mistakes to ensure that errors are not repeated.
  • We will use all of our customer service data to inform and prioritise the improvements we can make.

 Quality Customer Service

We are committed to the 12 Guiding Principles for QCS which were agreed in 2000, expanding on the original 9 Principles from 1997. These 12 Principles, which form the basis for the QCS Initiative, are as follows:

Quality Service Standards

Publish a statement that outlines the nature and quality of service which the customer can expect, and display it prominently at the point of service delivery.

Equality/Diversity

Ensure the rights to equal treatment established by equality legislation, and accommodate diversity, so as to contribute to equality for the groups covered by the equality legislation (under the grounds of gender, marital status, family status, sexual orientation, religious belief, age, disability, race and membership of the Traveller Community). Identify and work to eliminate barriers to access to services for people experiencing poverty and social exclusion, and for those facing geographic barriers to services.

Physical Access

Provide clean, accessible public offices that ensure privacy, comply with occupational and safety standards and, as part of this, facilitate access for people with disabilities and others with specific needs.

Information

Take a proactive approach in providing information that is clear, timely and accurate, is available at all points of contact, and meets the requirements of people with specific needs. Ensure that the potential offered by Information Technology is fully availed of and that the information available on public service websites follows the guidelines on web publication. Continue the drive for simplification of rules, regulations, forms, information leaflets and procedures.

Timeliness and Courtesy

Deliver quality services with courtesy, sensitivity and the minimum delay, fostering a climate of mutual respect between provider and customer.

Complaints

Maintain a well-publicised, accessible, transparent and simple-to-use system of dealing with complaints about the quality of service provided.

Appeals

Similarly, maintain a formalised, well-publicised, accessible, transparent and simple-to-use system of appeal/review for customers who are dissatisfied with decisions in relation to services.

Consultation and Evaluation

Provide a structured approach to meaningful consultation with, and participation by, the customer in relation to the development, delivery and review of services. Ensure meaningful evaluation of service delivery.

Choice

Provide quality services through Irish and/or bilingually and inform customers of their right to choose to be dealt with through one or other of the official languages.

Official Languages Equality

Provide quality services through Irish and/or bilingually and inform customers of their right to choose to be dealt with through one or other of the official languages.

Better Co-ordination

Foster a more coordinated and integrated approach to delivery of public services.

Internal Customer

Ensure staff are recognised as internal customers and that they are properly supported and consulted with regard to service delivery issues.