Galway County Council has officially adopted its Customer Services Action Plan 2025-2029, a strategic roadmap designed to overhaul the citizen experience and modernize how the local authority engages with the public.
The plan, which was given the go ahead by members during a plenary council meeting, is aligned with the council’s broader Corporate Plan. It signals a focus on putting the customer at the heart of its service delivery, supported by a strengthened customer services team and a significant investment in digital transformation.
Driving Innovation and Digital Access
Central to the new strategy is the expansion of online service delivery. To ensure these digital shifts are effective, the council is establishing a dedicated innovation team tasked with exploring new methodologies for service delivery. This will be supported by a new Project Management Office (PMO), which will oversee the execution of major projects.
Beyond the digital realm, the council is focusing on hyper-local engagement by enhancing resources within its five municipal districts. The plan also mandates a gradual increase in services available through the Irish language, ensuring compliance with national legislation while improving accessibility.
Standardizing the Citizen Experience
To ensure accountability, the council has set clear, unambiguous Service Level Agreements (SLAs) for all interactions—whether in person, in writing, by phone, or online.
The roadmap also introduces a robust Customer Code of Conduct. This framework outlines the mutual responsibilities of staff and service users, providing specific guidance on respectful behavior, the management of peaceful protests, and child safeguarding protocols within council facilities.
Equality and Governance
The plan places a heavy emphasis on the Public Sector Equality and Human Rights Duty. Impact assessments will be standard practice, and the council has committed to publishing annual reports regarding complaints, improvements, and requests for reasonable accommodations. The appeals process has also been strengthened, offering citizens clear timelines and the option for independent review by the Ombudsman.
The full Customer Services Action Plan 2025-2029 will be available to the public via the council’s website starting January 30, 2026.