Citing ‘NI Direct’ as a key example of how innovation can improve public services, Mr. Robinson was commenting on today’s publication of research undertaken by the Consumer Council on the proposed single telephone contact number idea. He said:
“Given that 70% of local people prefer to deal with government by phone, introducing a single telephone number is about simplifying access to government and providing a better service. Prioritising innovation in government is vital to building a dynamic economy, delivering efficiencies and improving services to meet public expectations.
“The research found that there is great enthusiasm for the service as a means of simplifying and improving the current experience of contacting government by telephone. The idea of a single number, a ‘one and done’ capability, has widespread appeal.”
Attending a conference on innovation in public services in Belfast, Eleanor Gill, Chief Executive of the Consumer Council, also underlined her support for ‘NI Direct'.
"Through our extensive research consumers have told us that getting through to government departments can be frustrating. The Finance Minister, Peter Robinson, has listened and is today giving a clear commitment that the Government is determined to get this right through the flagship ‘NI Direct’ project.
“The Consumer Council welcomes the Programme for Government's focus on making sure that people have easy access to quality, responsive public services. We are proud to be working in partnership with the Department of Finance & Personnel to help transform how we all connect with government by giving people a single point of contact.
“There are many challenges ahead and the Consumer Council looks forward to continuing to play a key role in the development of ‘NI Direct’". She added.
Notes to Editors:
1. The draft Programme for Government included a Public Service Agreement (PSA) objective to ‘Promote and improve access to public services and information in Northern Ireland’. This includes a target to introduce a single telephone number point of contact for selected public services by December 2008.
2. A consultative exercise was recently carried out by the Consumer Council on behalf of ‘NI Direct’, involving a wide range of stakeholders and members of the public, including under-represented groups. The study concluded that:
- people have a poor opinion of the current system for accessing government services and recognise that significant change is needed;
- reactions to the concept of NI Direct have been very positive; the concepts of a single number and “one and done” i.e. query resolved in one call, have widespread appeal;
- there must be ‘joined-up’ working between government departments and agencies and seamless, quick service delivery;
- NI Direct should include all government departments and agencies as possible, including council-delivered services if possible; and
- Citizens need to know about NI Direct – promotion is crucial.
4. The report on the consultation exercise was published on 5 December and can be found at: www.consumercouncil.org.uk/publications
5. Further information can be obtained from: Sinead Dynan, The Consumer Council, 028 9067 2488.
6. Eleanor Gill was attending the BMF Conference on ‘Delivering Innovation in Public Services’, 5 December 2007, Stormont Hotel, Belfast.
7. Media enquiries only to DFP Press Office on 028 9052 7644 or 028 9052 27375. Out of office hours please contact the Duty Press Officer via pager number 07699 715 440 and your call will be returned.
