Annual Report 2004 - The Office of Public Works

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General Information • We will ensure that all generally available information is accessible in both electronic and printed format, if required. Equality of treatment We are committed to providing services to all our customers on an equal status basis. This means that we will accommodate the needs of specific customers or groups of customers with a view to achieving an equality of treatment. Physical access • We will ensure that public areas (*) within our premises and sites are accessible (**) to all callers. • We will, on behalf of our Customer Departments, Offices and Agencies, ensure that any new buildings or premises we provide them will be accessible by all. We will, on a progressive basis, deal with older buildings and premises to ensure that they are also rendered accessible. * Due to the nature of some sites, not all areas within certain Heritage sites or local operational offices may be fully accessible at all times. ** Access to certain areas in OPW sites and buildings may be controlled from time to time on Health and Safety grounds. Language Equality • We will fulfil the requirements of the Official Languages Act 2003 in regard to the needs of our Irish language customers. • We will ensure that anyone communicating with us in writing in Irish will receive a reply in the same language. • We will aim over time to ensure that anyone wishing to communicate through the Irish language will be accommodated. Mission Delivery We are committed to providing efficient services to our customers in line with the key elements of our Mission Statement. Fit for Purpose • We will ensure the basic fitness for purpose of any building or premises which we provide to our customers. 16
Quality Services • We undertake to give a quality service in all of the core areas detailed in our Mission Statement (property, design, construction and procurement) and in the provision of Heritage Services. Timeliness and Cost • We will aim to deliver services on time and in budget. Dealing with Problems We undertake to provide a clear, simple system for processing complaints and appeals. Complaints* • Customer Service Officers within Business Units (**) will initially deal with complaints. If there is no resolution at that level, an internal appeal may be made to the relevant Head of Section** (Principal Officer, Assistant Principal Architect or Assistant Chief Engineer.) • Within the Heritage Services, complaints in relation to service delivery at visitor sites can be made to the Guide or the Guide Supervisor on the site in question. Where no Guide service is available or if the complaint relates to another aspect of services offered by the Heritage Service, then the complaint should be made directly to the Customer Services Officer for that area**. * The term “complaint” is deemed not to include any legal or other claims for which a separate procedure already exists or is set out in law. ** Contact details for Customer Service Officers, POs, APAs and ACEs are provided at Appendices 2 & 3 of the OPW Customer Service Action Plan. Appeals • If the issue cannot be dealt with at OPW level, an appeal may be made to the Office of the Ombudsman. 17
Page 1: Annual Report 2004
Page 4 and 5: Foreword from Minister of State 200
Page 6 and 7: The Main Guard, Clonmel
Page 8 and 9: Strategic Review2004 OPW Headquarte
Page 10 and 11: KEY OBJECTIVE 2004 PROGRESS PERFORM
Page 12 and 13: KEY OBJECTIVE 2004 PROGRESS PERFORM
Page 14 and 15: Heritage Services The Strategies an
Page 16 and 17: OPW Customer Charter The OPW is fir
Page 20 and 21: Operations Review2004 Clonmacnoise
Page 22 and 23: Property Management 2004 Market Ove
Page 24 and 25: PROPERTY NAME COUNTY/LOCATION DEPAR
Page 26 and 27: Facilities Management Ireland’s P
Page 28 and 29: Property Maintenance SUMMARY REPORT
Page 30 and 31: Riverstown Garda Station, Sligo
Page 32 and 33: COMPLETED IN PROGRESS PLANNING PERM
Page 34 and 35: Dublin Zoo The Development of a New
Page 36 and 37: Cultural Institutions / Heritage Pr
Page 38 and 39: Under the OPW’s "Transforming Sta
Page 40 and 41: Architectural Services The architec
Page 42 and 43: Palm House Botanic Gardens
Page 44 and 45: Engineering Services With staff dra
Page 46 and 47: Mechanical Engineering As part of a
Page 48 and 49: Mechanical and Electrical A review
Page 50 and 51: Government Supplies Agency Procurem
Page 53 and 54: Newgrange
Page 55 and 56: Phoenix Park Substantial resurfacin
Page 57 and 58: Scattery Island Visitor Facilities
Page 59 and 60: Ceide Fields
Page 61 and 62: 2. Services The following table giv
Page 63 and 64: The following table sets out a summ
Page 65 and 66: As part of the OPW role during the
Page 67 and 68: Expenditure Programme The table bel
Page 69 and 70:
Funding of Programmes 2003 2004 1 O
Page 71 and 72:
Barretstown Castle Trust INCOME AND
Page 73 and 74:
Emo Court
Page 75 and 76:
OPW AWARDS 2004 PROJECT/DIVISION AW
Page 77 and 78:
Exhibitions and Events During 2004
Page 79 and 80:
Staff and Senior Personnel OPW staf
Page 81 and 82:
Office of Public Works Head Office
Page 83 and 84:
OPW Offices and Heritage Sites Gleb
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Annual Report 2004 - The Office of Public Works

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