Lord Mayor congratulates City Council’s Customer Services team for 93% score

The Lord Mayor of Dublin Emma Blain has congratulated Dublin City Council’s Customers Services team after they scored 93% in the annual Excellence Ireland Quality Association Q Mark Assessment.  

This is up from an overall score of

92% last year and is the highest mark the team has achieved in the 16 years that they have been involved in this nationally recognised independent Quality Assessment.  

The Q Mark is a business excellence standard that reviews all aspects of a company’s performance and commitment to continuous improvement on an annual basis and helps improve organisational performance through the requirements of audit and assessments that are above regulatory requirements. 

Eileen Quinlivan, Assistant Chief Executive, Dublin City Council said, “The City Council’s Customer Services team play a huge role in the organisation. They are often our public face, interacting with citizens on a daily basis. It’s so important that when citizens contact the Council, they receive a first-class service. The team’s 93% mark this year proves that’s exactly what the people of Dublin City are getting. We are extremely proud of our Customer Services staff. Their performance seems to get even better each year.” 

This achievement by the Customers Service team was marked by an event at the Mansion House hosted by the Lord Mayor. 

Darach O’Connor, Executive Manager, Corporate Services and Transformation Department, Dublin City Council welcomed the award saying, “Dublin City Council’s Customer Services Team is the backbone of our frontline operations, ensuring that every resident, business, and visitor, receives the support they need efficiently and professionally. This award shows their long-term dedication, expertise and standards in providing essential human touch services is invaluable. Their commitment to implementing the Chief Executive’s guiding vision of Getting the Basics Right and One Council, One Team is key to ensuring every customer feels heard, supported and valued.” 

In their assessment the Excellence Ireland Quality Association noted that Dublin City Council continues to focus on improving customer service experience through its Customer Action Plan and has invested additional resources this year in the Customer Services Centre who are the first point of contact for the public. They work closely with each department with Dublin City Council to improve the interaction and engagement with customers. Sustainability is also clearly on the agenda with a defined Climate Action and Sustainability Plan, aligned to government policy and in which the Customer Services Team are playing a pivotal role in monitoring data through their Green team.  

Customer Services Manager Martin Daly said: “It is an honour to be part of such a dedicated, award winning, happy team, who work hard every day to be the best they can be and deliver quality services to their customers at a constantly high rate of professionalism. They always work to the ethos that the customer is in the room and every day they provide the basic services required from the public. They never forget that they are public servants and their critical function is to serve the public. This is evidenced by the consistently high score from our annual external assessment with EIQA. EIQA has helped us to improve what we do and how we do it. It’s an extremely rewarding partnership and we look forward to this year’s annual assessment with pride”.