Comhairle's Annual Report 2004 - Citizens Information Board

2004 Annual Report Tuarascáil Bhliantúil 

information for all 

eolas do chách

Clár na nÁbhar 

Table of Contents 

1 Tuarascáil an Chathaoirligh 2 

2 Réamhrá 5 

2.1 Cúlra 5 

2.2 Straitéis 2003-2006 5 

2.3 Struchtúr na Tuarascála seo 7 

3 Eolas Comhtháite 9 

3.1 Oasis – www.oasis.gov.ie 9 

3.2 Bunachar Sonraí Eolais do Shaoránaigh – www.cidb.ie 12 

3.3 Bunachar Sonraí Comhtháite 12 

3.4 Assist Ireland – www.assistireland.ie 14 

3.5 Acmhainní Leictreonacha Eile 15 

3.6 Foilseacháin 16 

4 Seachadadh Seirbhísí 21 

4.1 Forbhreathnú ar Ról Chomhairle 21 

4.2 Seirbhísí Eolais do Shaoránaigh 22 

4.3 Seirbhís Ghutháin le haghaidh Eolais do Shaoránaigh 25 

4.4 Seirbhísí Oiliúna 28 

4.5 Seirbhísí Abhcóideachta 32 

4.6 Comhghrúpaí Oibre 37 

4.7 Clár Comhairleoirí Sóisialta 39 

4.8 Comhtháthú Trasteorann 40 

5 Ag Imirt Tionchair ar Bheartas Sóisialta 43 

5.1 Forbhreathnú ar Ról Chomhairle 43 

5.2 Aighneachtaí agus Tuairiscí um Beartas Sóisialta 44 

5.3 Tionscnaimh Bheartais Sóisialta Eile 46 

5.4 Imeachtaí Beartais Sóisialta sna hIonaid Eolais 

do Shaoránaigh 47 

6 Ag Cur na Rochtana chun Cinn 49 

6.1 Ag Cur Seirbhísí Eolais chun Cinn 50 

6.2 Ag Déanamh Teagmhála le Grúpaí Éagsúla 52 

6.3 Constaicí Fisiciúla a Laghdú 53 

6.4 Ag Díothú na gConstaicí Cumarsáide 55 

6.5 Treoirlínte chun Rochtain a Fheabhsú 55 

7 Tacaíochtaí Eagrúcháin 57 

7.1 Forbairt Eagrúcháin 57 

7.2 Teicneolaíocht Inmheánach 59 

8 Aguisíní 61 

8.1 Feidhmeanna 61 

8.2 Bord Comhairle 62 

8.3 Cairt Eagrúcháin Comhairle 63 

8.4 Oifigí Chomhairle agus Ionaid Eolais do Shaoránaigh 64 

8.5 Scéim Deontas Eolais d’Eagrais Deonacha 

agus Pobail 68 

9 Cuntais 86 

1 Chairperson’s Report 2 

2 Introduction 5 

2.1 Background 5 

2.2 Strategy 2003–2006 5 

2.3 Structure of this Report 7 

3 Integrated Information 9 

3.1 Oasis – www.oasis.gov.ie 9 

3.2 Citizens Information Database – www.cidb.ie 12 

3.3 Integrated Database 12 

3.4 Assist Ireland – www.assistireland.ie 14 

3.5 Other Electronic Resources 15 

3.6 Publications 16 

4 Service Delivery 21 

4.1 Overview of Comhairle’s Role 21 

4.2 Citizens Information Services 22 

4.3 Citizens Information Phone Service 25 

4.4 Training Services 28 

4.5 Advocacy Services 32 

4.6 Joint Working Groups 37 

4.7 Social Mentor Programme 39 

4.8 Cross-Border Integration 40 

5 Influencing Social Policy 43 

5.1 Overview of Comhairle’s Role 43 

5.2 Social Policy Submissions and Reports 44 

5.3 Other Social Policy Initiatives 46 

5.4 Social Policy Activities in CICs 47 

6 Promoting Accessibility 49 

6.1 Promoting Information Services 50 

6.2 Reaching Diverse Groups 52 

6.3 Reducing Physical Barriers 53 

6.4 Eliminating Communications Barriers 55 

6.5 Guidelines for Improving Access 55 

7 Organisational Supports 57 

7.1 Organisational Development 57 

7.2 Internal Technology 59 

8 Appendices 61 

8.1 Functions 61 

8.2 Comhairle Board 62 

8.3 Comhairle Organisational Chart 63 

8.4 Comhairle Offices and Citizens 

Information Services 64 

8.5 Information Grants Scheme for Voluntary 

and Community Organisations 68 

9 Accounts 70

Chairperson’s Report 

Tuarascáil an Chathaoirligh 

I have great pleasure in presenting Comhairle’s Annual 

Report for 2004. Substantial progress was made 

throughout the year in implementing the strategic plan. 

Developing information content and extending delivery 

channels for this information are the key strategic priorities 

for Comhairle. 

With regard to content, the critical development centres 

on the integration of the two existing databases, Oasis and 

the Citizens Information Database. There were 

developments at both technical and content level. 

Finalisation of the Request for Tender for Comhairle’s 

Content Management System involved identifying 

opportunities for collaboration and interoperation in the 

new system with the Public Services Broker which is being 

developed by Reach; the tender was posted in November. 

Other significant developments during the year included a 

review of all existing content on both sites and the 

development of a new classification system to meet the 

requirements of the integrated database. A tender was 

awarded for the creation of standards and guidelines 

governing content creation and publication in the 

new database. 

On the information delivery side, the increase in queries to 

all three channels must be noted. There were 600,000+ 

queries to Citizens Information Centres, a 20% increase on 

2003. This service is now delivered from 46 full-time 

centres, 52 part-time centres and 143 outreach locations. 

There were 70,000+ calls to the Citizens Information 

Phone Service and 1,817,000+ unique users of the Oasis 

website. When combined, the three channels provide a 

picture of substantial use of independent information 

services. Nevertheless, increasing awareness of information 

services continues to be a critical challenge 

for Comhairle. 

Is cúis mhór áthais domsa Tuarascáil Bhliantúil Chomhairle 

don bhliain 2004 a chur os bhur gcomhair. Rinneadh dul 

chun cinn nach beag i rith na bliana um fhorfheidhmiú an 

phlean straitéisigh. Is eochair-thosaíochtaí straitéiseacha 

do Chomhairle iad forbairt an ábhair fhaisnéise agus 

síneadh na mbealaí seachadta don eolas sin. 

Maidir leis an ábhar, díríonn an fhorbairt rí-thábhachtach 

ar chomhtháthú an dá bhunachar sonraí atá ann, Oasis 

agus Bunachar Sonraí Faisnéise do Shaoránaigh. Bhí 

forbairtí ann ag na leibhéil teicniúla agus ábhair araon. 

Bhain aithint na ndeiseanna um chomhoibriú agus 

idiroibriú an chórais úir le críochnú an Iarratais ar 

Thairiscint um Chóras Bhainistiú Ábhair Chomhairle le 

Bróicéir na Seirbhísí Poiblí a bhfuil Reach á fhorbairt; 

fógraíodh an tairiscint i mí na Samhna. Áiríodh le forbairtí 

suntasacha eile i rith na bliana athbhreithniú de gach 

ábhar atá ann ar an dá shuíomh agus forbairt de chóras úr 

aicmiúcháin chun riachtanais an bhunachair shonraí 

comhtháite a shásamh. Bronnadh tairiscint ar chruthú na 

gcaighdeán agus na dtreoirlínte a rialaíonn cruthú agus 

fhoilsiú ábhair sa bhunachar sonraí nua. 

Ó thaobh sheachadadh an eolais de, ní foláir an méadú sna 

hiarratais chuig gach trí bhealach a thabhairt faoi deara. 

Bhí 600,000+ fiosrúchán chuig Ionaid Eolais do 

Shaoránaigh, méadú de 20% ar an mbliain 2003. 

Seachadtar an tseirbhís seo ó 46 lár-ionad lánaimseartha 

anois, 52 lár-ionad páirtaimseartha agus 143 ionad 

for-rochtana. Bhí 70,000+ glao ann do Sheirbhís Ghutháin 

Eolais do Shaoránaigh agus 1,817,000+ úsáideoir uathúil 

de shuíomh gréasáin Oasis. Nuair a theaglamaítear iad, 

soláthraíonn na trí bhealach pictiúr d’úsáid shuaithinseach 

na seirbhísí neamhspleácha faisnéise. Mar sin féin, leanann 

feasacht mhéadaithe um sheirbhísí faisnéise de bheith ina 

dúshlán rí-thábhachtach do Chomhairle. 

2 Chairperson’s Report Tuarascáil an Chathaoirligh

Forbraíodh Assistireland.ie i gcaitheamh na bliana agus tá 

sé dlite lena chomhlíonadh go luath sa bhliain 2005. Is 

bunachar sonraí ar líne do tháirgí agus eolas é seo do 

dhaoine níos sine agus do dhaoine le míchumais. Tacaítear 

leis trí sheirbhís ghutháin agus ríomhphoist. Dearadh an 

suíomh sin leis na caighdeáin is airde um inúsáideacht agus 

inrochtaineacht a shásamh. 

Foilsíodh Bille um Chomhairle (Leasú) i mí Mheán Fómhair 

ag an am céanna leis an mBille um Míchumais. Molann an 

bille forbairt na seirbhísí abhcóideachta do dhaoine le 

míchumais lena n-áirítear soláthar de Sheirbhís 

Abhcóideachta Pearsanta. Mar ullmhúchán don 

reachtaíocht, choimisiúnaigh Comhairle taighde. Foilsíodh 

Developing an Advocacy Service for People with Disabilities 

i mí Iúil na bliana 2004 agus sheol an tAire Gnóthaí 

Sóisialacha agus Teaghlaigh é. Leag an tuarascáil amach 

cur chuige chun na seirbhísí sin a fhorbairt. Chuathas i 

mbun tionscnaimh chun an cur chuige sin a chur chun 

cinn. Áiríodh leo sin coimisiúnú thuilleadh oibre um 

chaighdeáin agus treoirlínte agus tacaíocht do thrí 

thionscadal abhcóideachta san earnáil phobail 

agus dheonach. 

Chríochnaigh ceithre bhall den Bhord a dtéarma oifige sa 

bhliain 2004: Ian Coulter, Rosemary Farrell, Fionnuala 

McCarthy agus Rosarie Moylan. Ba mhaith liom aitheantas 

a thabhairt dá rannchuidiú le saothar an Bhoird. 

Ba mhaith liom buíochas a ghabháil leis an mbeirt Airí 

Gnóthaí Sóisialacha agus Teaghlaigh, Máire Ní Chochláinn 

T.D. agus Séamus Brennan T.D., agus leis an Roinn as ucht 

a dtacaíochta le Comhairle le linn na bliana. Ba mhaith 

liom aitheantas a thabhairt do rannchuidiú na foirne agus 

na n-oibrithe deonacha de na hIonaid Eolais do 

Shaoránaigh agus foireann na Seirbhíse Gutháin 

Eolais do Shaoránaigh. 

Ar deireadh, ba mhaith liom aitheantas a thabhairt 

d’fhoireann Chomhairle, lonnaithe i gCeann-Oifig agus sna 

Réigiúin agus faoi threoir an Phríomhfheidhmeannaigh, 

Leonie Lunny, as ucht a n-iarrachtaí leanúnacha chun 

caighdeán na seirbhíse a fheabhsú agus as ucht a 

dtoilteanachta chun nuála agus chun dúshláin ár 

linn-ne a shásamh. 

Assistireland.ie was developed during the year and is due 

for completion in early 2005. This is an online product and 

information database for older people and people with 

disabilities. It is supported by a telephone and e-mail 

service. The site has been designed to meet the highest 

standards for usability and accessibility. 

The Comhairle (Amendment) Bill was published in 

September at the same time as the Disability Bill. The bill 

proposes the development of advocacy services for people 

with disabilities including the provision of a Personal 

Advocacy Service. In preparation for the legislation, 

Comhairle commissioned research. Developing an Advocacy 

Service for People with Disabilities was published and 

launched in July 2004 by the Minister for Social and 

Family Affairs. The report set out an approach to 

developing these services. Initiatives were undertaken to 

advance this approach. These included the commissioning 

of further work on standards and guidelines and the 

support of three advocacy projects in the community and 

voluntary sector. 

Four Board members completed their term of office in 

2004: Ian Coulter, Rosemary Farrell, Fionnuala McCarthy 

and Rosarie Moylan. I would like to acknowledge their 

contribution to the work of the Board. 

I would like to thank both Ministers for Social and Family 

Affairs, Mary Coughlan T.D. and Séamus Brennan T.D., 

and the Department for their support to Comhairle during 

the year. I would also like to acknowledge the 

contributions of the staff and volunteers of the Citizens 

Information Centres and the staff of the Citizens 

Information Phone Service. 

Lastly, I would like to acknowledge the Comhairle staff, 

based in Head Office and the Regions and led by Chief 

Executive, Leonie Lunny, for their continued efforts to 

improve service quality and for their willingness to 

innovate and meet the challenges of our time. 

Tom Daly 

Chair 

Tom Daly 

Cathaoirleach 

Tuarascáil an Chathaoirligh Chairperson’s Report 

3

Réamhrá 

Introduction 

Mionsonraíonn an tuarascáil seo ó Bhord Chomhairle don 

Aire Gnóthaí Sóisialacha agus Teaghlaigh faoi 

ghníomhaíochtaí Chomhairle le linn na bliana féilire 2004. 

2.1 Cúlra 

Comhlacht reachtúil is ea Comhairle, a bunaíodh faoi Acht 

Chomhairle, 2000. Tá sí freagrach as tacú le heolas, 

comhairle agus seirbhísí abhcóideachta ar réimse leathan 

seirbhísí sóisialta agus sibhialta a chur ar fáil don phobal. 

Is é sainchuspóir Chomhairle, mar a shainmhínítear san 

Acht é, ná chun a chinntiú go mbeidh daoine in ann teacht 

ar eolas cruinn cuimsitheach soiléir ar sheirbhisí sóisialta; 

chun cúnamh agus tacú le daoine, go háirithe le daoine le 

míchumais, a gcuid riachtanas agus roghanna a aithint 

agus a thuiscint; inrochtaineacht, comhordú agus feasacht 

phoiblí níos fearr a chur chun cinn; soláthar an eolais ar 

éifeachtacht an bheartais sóisialta agus na seirbhisí 

sóisialta reatha a thacú, a chur ar aghaidh agus a fhorbairt; 

agus saincheisteanna ar spéis le húsáideoirí na seirbhisí sin 

iad a thabhairt chun solais. 

2.2 Straitéis 2003-2006 

De réir Acht Chomhairle, 2000, ní mór do Chomhairle 

straitéisí trí bliana a ullmhú a shonraíonn an chaoi ina 

gcomhlíonfaidh sí a sainchuspóir sna trí bliana ina dhiaidh 

sin. Ghlac an tAire Gnóthaí Sóisialacha agus Teaghlaigh le 

dara plean straitéiseach Chomhairle, a chuimsíonn an 

tréimhse idir Iúil 2003 agus Meitheamh 2006, i mí Iúil 

2003. Le linn 2004 dhírigh Comhairle ar 

phríomhthosaíochtaí na straitéise agus ar na 

gníomhaíochtaí a leagtar amach sa phlean forfheidhmithe 

a tháinig amach leis. 

This report from the Board of Comhairle to the Minister for 

Social and Family Affairs details Comhairle’s activities for 

the calendar year 2004. 

2.1 Background 

Comhairle is a statutory body established under the Comhairle 

Act, 2000. It is responsible for supporting the provision of 

information, advice and advocacy services to members of the 

public on a wide range of social and civil services. 

Comhairle’s mandate, as defined by the Act, is to ensure 

that individuals have access to accurate, comprehensive and 

clear information relating to social services; to assist and 

support individuals, in particular those with disabilities, in 

identifying and understanding their needs and options; to 

promote greater accessibility, co-ordination and public 

awareness of social services; to support, promote and 

develop the provision of information on the effectiveness 

of current social policy and services; and to highlight issues 

which are of concern to users of those services. 

2.2 Strategy 2003–2006 

According to the Comhairle Act, 2000, Comhairle must 

prepare three-yearly strategies which detail how it intends 

to fulfil its mandate for the subsequent three years. 

Comhairle’s second strategic plan, which covers the period 

from July 2003 to June 2006, was approved by the 

Minister for Social and Family Affairs in July 2003. 

Comhairle’s activities during 2004 focused on the key 

priorities in the strategy and the activities outlined in the 

implementation plan that accompanied it. 

Strategic Plan 2003-2006 

Plean Straitéiseach 2003-2006 

Réamhrá Introduction 

5

Comhairle’s four strategic priorities define its services to 

the public. These are to: 

1. Produce and publish high-quality integrated 

information on social and civil services, by sourcing 

and integrating information from a wide range of 

providers and sources. 

2. Promote and support the delivery of information, 

advice and advocacy on social and civil services to 

the public, by developing effective and accessible 

channels to meet the varying needs of individuals 

and communities. 

3. Influence policy developments by highlighting the 

concerns of service users as to the effectiveness 

of social and civil services, by gathering and 

analysing feedback from the users of information 

services and presenting this information to the relevant 

Ministers and service providers. 

4. Promote accessibility to information, advice and 

advocacy and heighten public awareness of social 

and civil services, including access for people with 

disabilities, by promoting services and providing 

information in a range of formats and delivered through 

co-ordinated channels. 

Tá na seirbhísí a chuireann Comhairle ar fáil don phobal 

sainmhínithe sna ceithre thosaíocht straitéiseacha atá aici. 

Is iad seo a leanas iad: 

1. Eolas comhtháite d’ardchaighdeán ar sheirbhisí 

sóisialta agus sibhialta a sholáthar agus a fhoilsiú, 

trí eolas ó réimse leathan soláthraithe agus foinsí a 

fhoinsiú agus a chomhtháthú. 

2. Seachadadh an eolais, comhairle agus abhcóideacht 

maidir le seirbhisí sóisialta agus sibhialta a chur ar 

aghaidh agus a sholáthar, trí mheáin éifeachtacha 

agus inrochtana a fhorbairt chun freastal ar riachtanais 

éagsula daoine agus pobal. 

3. Dul i bhfeidhm ar fhorbairtí beartais trí cheisteanna 

úsáideoirí na seirbhísí faoi éifeachtacht na seirbhísí 

sóisialta agus sibhialta a thabhairt chun solais, trí 

aiseolas ó úsáideoirí na seirbhísí eolais a bhailiú agus a 

scrúdú agus an t-eolas seo a chur in iúl don Aire 

ábhartha agus do na soláthraithe seirbhísí. 

4. Inrochtaineacht eolais, comhairle agus 

abhcóideachta a chur ar aghaidh agus feasacht 

phoiblí ar seirbhísí sóisialta agus sibhialta a ardú, 

lena n-áirítear inrochtaineacht do dhaoine le míchumais, 

trí sheirbhísí a chur chun cinn agus eolas a chur ar fáil i 

réimsí formáidí agus i meáin chomhordaithe. 

Minister for Social and Family Affairs, 

Séamus Brennan T.D., with Tom Daly, 

Chair, Leonie Lunny, Chief Executive, and 

members of the Board of Comhairle 

An tAire Gnóthaí Sóisialacha agus 

Teaghlaigh, Séamus Brennan T.D., in 

éineacht le Tom Daly, Cathaoirleach, 

Leonie Lunny, Príomhfheidhmeannach, 

agus baill de Bhord Chomhairle 

6 Introduction Réamhrá

Is iad dhá bhunchloch ghnó Chomhairle an chéad dá 

thosaíocht a luadh thuas. Tá trí phríomhbhealach ag 

Comhairle um sheachadadh an eolais - Seirbhísí Eolais do 

Shaoránaigh, an tSeirbhís Ghutháin um Eolas do 

Shaoránaigh agus Oasis (Eolas do Shaoránaigh ar líne). 

Comhlíonann an tríu agus an ceathrú tosaíocht an 

sainmhíniú ar ghníomhaíochtaí Chomhairle. 

Rinneadh an plean forfheidhmithe a athbhreithniú faoi dhó 

sa bhliain 2004 agus measadh go raibh an plean á chur i 

bhfeidhm de réir an sceidil. 

2.3 Struchtúr na Tuarascála seo 

Tá an tuarascáil seo struchtúrtha de réir na gceithre 

thosaíocht straitéiseacha a leagtar amach thuas, le rannóg 

bhreise a shonraíonn na tacaíochtaí agus gníomhaíochtaí 

eagrúcháin atá mar bhunsraith fúthu. 

The first two priorities represent the two main pillars of 

Comhairle’s business. Comhairle delivers information 

through three main channels – Citizens Information 

Services, the Citizens Information Phone Service and Oasis 

(Citizens Information online). 

The third and fourth priorities complete the definition of 

Comhairle’s activities. 

Two reviews of the implementation plan were conducted in 

2004 and found the plan to be essentially on schedule. 

2.3 Structure of this Report 

This report is structured according to the four strategic 

priorities outlined above with an additional section 

detailing the organisational supports and activities that 

underpin them. 

“to ensure that individuals have 

access to accurate, comprehensive 

and clear information” 

“chun a chinntiú go mbeidh 

daoine in ann teacht ar eolas 

cruinn cuimsitheach soiléir” 

Réamhrá Introduction 

7

Eolas Comhtháite 

Integrated Information 

Is í an chéad thosaíocht as na ceithre cinn de thosaíochtaí 

straitéiseacha atá ag Comhairle ná eolas comhtháite 

d’ardchaighdeán ar sheirbhisí sóisialta agus sibhialta a 

sholáthar agus a fhoilsiú. Baineann formáidí éagsula leis 

an gcomhthathú: 

• Eolas ó réimse leathan soláthraithe seirbhisí a 

chomhtháthú le go mbeidh fáil ag an bpobal ar eolas 

cuimsitheach faoina gcearta agus a dteidlíochtaí, is 

cuma faoi fhoinse an eolais 

• Na meáin éagsula eolais a chomhtháthú – eolas 

gréasán-bhunaithe, guthán-bhunaithe, nó atá ar fáil in 

Ionad Eolais do Shaoránaigh nó in eagras eile – le gur 

féidir an cháilíocht cheánna seirbhíse a chur ar fáil, beag 

beann ar an meán a roghnaíonn an saoránach 

Díríodh go mór ar acmhainní eolais Chomhairle a chur chun 

cinn agus a chomhtháthú i 2004. Bhain seo ach go háirithe 

le hobair ullmhucháin le haghaidh Oasis agus an Bunachar 

Sonraí Eolais do Shaoránaigh a chomhtháthú. 

3.1 Oasis – www.oasis.gov.ie 

Seoladh Oasis i 2001 mar thionscnamh trialach 

ríomh-Rialtais. Aithnítear anois gurb í an fhoinse is 

cuimsithí eolais ar an Idirlíon i gcomhair daoine atá ag 

cuardach eolais ar sheirbhisí poiblí in Éirinn. 

I 2004 bhí 1.8 milliún úsáideoirí uathúla ag laithreán 

gréasáin Oasis, nó méadú de 80% ar 2003. Amharcadh ar 

12.25 milliún leathanach ar an laithreán i rith na bliana. 

Producing and publishing high-quality integrated 

information on social & civil services for the public is the 

first of Comhairle’s four strategic priorities. The integration 

takes several forms: 

• Integrating information from a wide range of service 

providers so that the public is provided with 

comprehensive information about their rights and 

entitlements, regardless of the source 

• Integrating information across the various channels – 

web-based, telephone-based, or from information 

providers in a Citizens Information Centre or other 

organisation – so that the same quality of service can 

be provided, regardless of the channel selected 

by the citizen 

Significant emphasis was placed on developing and 

integrating Comhairle’s information resources in 2004. This 

applied in particular to preparatory work for the integration 

of Oasis and the Citizens Information Database (CID). 

3.1 Oasis – www.oasis.gov.ie 

Oasis was launched in 2001 as a pilot eGovernment 

initiative. It is now recognised as the most comprehensive 

source of information on the Internet for people seeking 

information about public services in Ireland. 

In 2004, the Oasis website had 1.8 million unique users, an 

increase of 80% from 2003. 12.25 million pages were 

viewed on the site during the year. 

Oasis Website Statistics (thousands) 

Staitisticí ar Laithreán Oasis (de réir mílte) 

60,000 

40,000 

20,000 

00 

Unique users Page views Hits 

Usáideoirí Amhairc Amais 

uathúla leathanaigh 

2002 537,674 2,930,846 5,861,692 

2003 999,788 7,299,687 32,012,863 

2004 1,817,418 12,246,774 53,395,425 

Eolas Comhtháite Integrated Information 

9

The most popularly viewed documents on the site in 

2004 were: 

1. Driver Theory Test 

2. European Health Insurance Card 

3. Stamp Duty in Ireland 

4. Irish Citizenship through Birth or Descent 

5. Applying for an Irish Passport 

Employment and government topics also experienced high 

volumes of traffic throughout the year. 

The increased traffic to the site was due to more content 

being available, ongoing improvements and enhancements 

to the functionality of the site, and continuing 

promotional and marketing efforts. 

Content Development 

Oasis continues to work with government departments 

and agencies to create and publish content. Health, 

education and immigration were among the topics where 

significant additional content was published during the 

year. The partnership with the Department of Health and 

Children is ongoing and Oasis content is used extensively 

on the Department’s website. 

A consumer portal project was initiated in 2004 in 

collaboration with the Department of Enterprise, Trade 

and Employment. The project will be launched in 2005. 

Its objective is to provide a comprehensive source of 

consumer-related information within the Oasis site. 

Is iad na cáipéisí ar an laithreán is mó ar a n-amharcadh i 

rith 2004: 

1. Tástáil Teoirice Tiomána 

2. An Cárta Eorpach Árachas Sláinte 

3. Dleacht Stampa in Éirinn 

4. Saoránacht Éireannach ar bhonn Breithe nó Sleachta 

5. Ag déanamh iarratais ar Phas Éireannach 

Bhí líon mór cuairteoirí ar ábhair a bhain le fostaíocht agus 

rialtas i rith na bliana. 

Tharla méadú ar thrácht an laithreáin de bharr ní ba mhó 

ábhair a bheith ar fáil, feabhsúcháin leanúnacha ar 

fheidhmiúlacht an laithreáin agus de bharr iarrachtaí 

leanúnacha chur chun cinn agus margaíochta. 

Forbairt Ábhair 

Leanann Oasis ar aghaidh le bheith ag obair le ranna agus 

gníomhaireachtaí rialtais chun ábhar a chruthú agus a 

fhoilsiú. I measc na n-ábhar ar foilsíodh ábhar suntasach 

breise orthu i rith na bliana luaitear sláinte, oideachas agus 

inimirce. Tá an chomhpháirtíocht leis an Roinn Sláinte agus 

Leanaí ag dul ar aghaidh ar bhonn leanúnach agus 

úsáidtear ábhar Oasis go forleathan ar laithreán gréasáin 

na Roinne. 

Cuireadh tús le tairseach faisnéise do thomhaltóirí i 2004 i 

gcomhoibriú leis an Roinn Fiontar, Trádála agus 

Fostaíochta. Seolfar an tionscadal seo i 2005. Is é a 

chuspóir foinse chuimsitheach faisnéise do thomhaltóirí a 

chur ar fáil ar laithreán Oasis. 

“Produce and publish high-quality 

integrated information on social and 

civil services” 

“Eolas comhtháite d’ardchaighdeán 

ar sheirbhisí sóisialta agus sibhialta 

a sholáthar agus a fhoilsiú” 

10 Integrated Information Eolas Comhtháite

Feabhsúcháin Laithreáin 

Rinneadh láithreán Oasis a athdhearadh i mí Feabhra. Bhí 

úsáideoirí in ann feidhm ní b’fhearr a bhaint as an laithreán 

mar thoradh ar an athdhearadh a chuir feabhas ar 

sheirbhisí nascleanúna agus a nuashonraigh a chruth 

taispeána. Sular seoladh é rinneadh trialacha fairsinge ar 

an laithreán le go mbeadh sé ag teacht le caighdeáin 

inrochtaineachta agus inúsáideachta. Fuarthas aiseolas 

an-dearfach ar dhearadh nua an laithreáin. 

Mar chuid den athdhearadh thug Oasis seirbhís nua 

fiosrúcháin isteach d’úsáideoirí. Tugadh faoi deara go raibh 

an tseirbhís aiseolais ar cháipéisí á húsáid chun ceisteanna 

a chur seachas chun tuairimí a nochtadh i dtaobh na 

gcáipéisí. Seoladh an tseirbhís Cuir Ceist Orainn i dteannta 

leis an tSeirbhís Ghutháin um Eolas Do Shaoránaigh chun 

freastal ar an treocht seo. Cuirtear fiosrúcháin ríomhphoist 

a thagann isteach tríd an laithreán chuig an tSeirbhis 

Ghutháin. Ó Fheabhra go dtí Nollaig 2004, freagraíodh ní 

ba mhó ná 8,000 ceist. Tugann an tseirbhís Cuir Ceist 

Orainn aiseolas thar a bheith úsáideach faoi na catagóirí is 

mó spéise do shaoránaigh , agus cuidíonn sí linn réimsí eile 

ábhar agús limistéar a shonrú. 

Site Enhancements 

The Oasis website was redesigned in February. The new 

design improved the experience for users by making site 

navigation easier and providing an updated visual 

appearance. Prior to launch, the site was extensively 

tested to ensure compliance with accessibility and 

usability standards. Feedback on the site’s new look 

was very positive. 

As part of the redesign, Oasis introduced a new query 

service for users. It had been observed that the document 

feedback service was being used to ask questions rather 

than give reactions to the documents. To meet this 

growing trend, the Ask a Question service was launched in 

conjunction with the Citizens Information Phone Service 

(CIPS). E-mail queries that come in through the site are 

diverted to CIPS. From February to December 2004, over 

8,000 questions were answered. The Ask a Question 

service also provides invaluable feedback as to which 

categories are of most interest to citizens, and aids in the 

identification of additional content areas and topics. 

www.oasis.gov.ie 


11

3.2 Citizens Information Database 

– www.cidb.ie 

The Citizens Information Database (CID) is used by 

significant numbers of information providers in Citizens 

Information Centres (CICs) and other organisations. Much 

of the work on the CID in 2004 was focused on 

preparation for the planned integration of the CID with 

Oasis. All content on the CID was reviewed and updated 

where necessary during the year. 

The CID continued to be available both in offline 

replicated mode for subscribers and on the Internet. 

3.3 Integrated Database 

The integration of the Oasis and CID databases is a 

significant project for Comhairle. Its objective is to fulfil 

the need of both information givers and members of the 

public for online public service information by providing a 

single system which will replace the two currently in use. 

Progress was made during the year, particularly in the areas 

of organisational alignment and content organisation. 

Additionally, the tender was published for the development 

of the new system. 

Oasis, and by extension the new system, forms an integral 

part of Irish eGovernment services. Consequently, significant 

work was done with other agencies, in particular the 

Department of Finance and the Reach agency, to identify 

opportunities for collaboration and interoperation in the 

new system. 

3.2 Bunachar Sonraí Eolais do Shaoránaigh 

– www.cidb.ie 

Baineann líon mór soláthraithe eolais úsáid as an 

mBunachar Sonraí Eolais do Shaoránaigh (CID) sna hIonaid 

Eolais do Shaoránaigh (CIC) agus eagraíochtaí eile. Díríodh 

cuid mhaith den obair ar an CID i 2004 ar a chomhtháthú 

le Oasis a ullmhú. Rinneadh an t-ábhar go léir sa CID a 

athbhreithniú agus a nuashonrú nuair ba ghá sin i rith 

na bliana. 

Bhí an bunachar sonraí ar fáil i gcónaí sa mhodh 

macasamhlaithe as líne do shintiúsóirí agus ar an Idirlíon. 

3.3 Bunachar Sonraí Comhtháite 

Tionscadal mór do Chomhairle is ea comhthathú 

bhunachar sonraí Oasis agus CID. Is é a chuspóir éilimh na 

soláthraithe eolais agus an phobail ar eolas ar líne um 

sheirbhisí poiblí a shásamh trí chorás amháin a chur in áit an 

dá chóras atá in úsáid faoi láthair. Rinneadh dul chun cinn le 

linn na bliana, ach go háirithe ó thaobh ailíniú eagrúcháin 

agus éagru an ábhair. Chomh maith leis sin foilsíodh an 

tairiscint le haghaidh fhorbairt an choráis nua. 

Cuid riachtanach de sheirbhisí ríomh-Rialtais na hÉireann is 

ea Oasis agus an corás nua. Mar thoradh air sin rinneadh 

obair shuntasach i gcomhair le gníomhaireachtaí eile, ach go 

háirithe leis an Roinn Airgeadais agus an ghníomhaireacht 

Reach chun deiseanna comhoibrithe agus comh-idiroibrithe 

sa chóras nua a aimsiú. 

In partnership with Mayo County Library, Comhairle conducted 

Oasis training for members of the Active Retirement Association in 

four library branches in the county. Pictured are Sean Holland, 

Trainer, Austin Vaughan, Mayo County Librarian, and Linda Gilroy, 

Comhairle Area Executive, with members of the Castlebar branch 

of the association. 

Chuaigh Comhairle i mbun oiliúint Oasis, i gcomhpháirtíocht le 

Leabharlann Chontae Mhaigh Eo, do bhaill an Chumainn um Scor 

Gníomhach i gceithre bhrainse leabharlainne sa chontae. Sa phictiúr 

tá Seán Holland, oiliúnóir, Austin Vaughan, Leabharlannaí Chontae 

Mhaigh Eo, agus Linda Gilroy, Feidhmeanneach Limistéir 

Chomhairle, le baill de bhrainse Chaisleán an Bharraigh den 

chumann. 


Sainíodh na riachtanais teicniúla maidir le hiarratais agus 

seirbhísí a chomhroinnt. Dá bharr sin socraíodh go 

n-úsáidfidh Comhairle corás Reach le haghaidh aitheantas 

úsáideoirí a bhainistiú agus feidhmeanna cuardaigh. Bainfidh 

Reach feidhm as corás bhainistíocht ábhar Chomhairle chun 

ábhar a fhoilsiú ar laithreán sheirbhisí Reach. 

I mí na Samhna 2004, chuir Comhairle tairiscint san Iris 

Oifigiúil um Sholáthar Eorpach ag iarraidh iarratais ó 

dhíoltóirí ar spéis leo é maidir le corás faisnéise a fhorbairt 

chun tacú le comhthathú Oasis agus an CID. Déanfar an 

corás a sholáthar agus a chur chun cinn i 2005. 

Ag an am ceánna agus a cuireadh an tairiscint chun cinn, 

tugadh faoi thionscadail mhóra eile i 2004. Cuirtear síos 

orthu thíos. 

Catagóiriú Ábhar agus Athbhreithniú 

Rinneadh an-chuid oibre i rith na bliana chun scéim 

chatagóirithe don bhunachar sonraí nua a chruthú. 

Coimisiúnaíodh an comhlacht Version 1 Software chun an 

obair seo a chur i gcrích, agus d’eagraigh siad ceardlanna 

leis na hIonaid Eolais do Shaoránaigh agus páirtithe 

leasmhara eile ar fud na tíre chun aiseolas a fháil ar 

riachtanais an chórais nua. Rinneadh tástáil na samhla 

faisnéise molta chomh maith leis na teimpléid don laithreán i 

rith na bliana freisin. 

Athruithe Eagrúcháin 

Go dtí Iúil 2004 d’oibrigh Oasis agus an CID go 

neamhspleách óna chéile cé go ndearna an dá fhoireann an 

t-ábhar a chomhroinnt. I mí Iúil bunaíodh foireann 

chomhtháite a raibh Feidhmeannaigh Eolais ó Oasis agus ón 

tSeirbhís Eolais agus Comhairle páirteach inti. Anois tá 

Feidhmeannaigh Eolais freagrach as ábhair eolais éagsula sa 

dá chóras. Déanann seo idir comhsheasmhacht agus 

éifeachtúlacht a fheabhsú go mór agus is céim shuntasach 

chun tosaigh í agus an corás nua á ullmhú. Cuideoidh an 

fhoireann chomhtháite le heolas ó na córais reatha a aistriú 

go dtí an corás nua nuair a bheidh sé curtha i gcrích. 

Caighdeáin Ábhar 

I nDeireadh Fómhair 2004 chuir Comhairle tús le tionscadal 

chun na caighdeáin agus na treoirlínte a shainmhíniú a 

theastaíonn i gcomhair ábhar a scríobh agus gaoil le ranna, 

gníomhaireachtaí agus scríbhneoirí neamhspleácha a 

bhainistiú maidir le hábhar straitéiseach. 

Technical requirements for sharing applications and services 

were defined. As a result, it was agreed that Comhairle will 

use Reach’s system for managing user identities and for 

search functionality. Reach will use Comhairle’s Content 

Management System for publication of content on the Reach 

services website. 

In November 2004, Comhairle posted a tender to the Official 

Journal for European Procurement requesting submissions 

from interested vendors to develop the information system 

required to support the integration of Oasis and the CID. The 

system will be procured and developed in 2005. 

In parallel with the development of the tender, several other 

significant projects were undertaken in 2004. These are 

outlined below. 

Content Categorisation and Review 

Significant work was undertaken during the year to devise a 

classification scheme for the new database. Version 1 

Software was commissioned to undertake this work and 

facilitated a number of workshops with CICs and other 

stakeholders around the country to get feedback on the 

requirements for the new system. Testing of the proposed 

information model and templates for the site was also 

completed during the year. 

Organisational Changes 

Until July 2004, Oasis and the CID operated independently 

although content was shared between the two teams. In 

July, an integrated team was established comprising 

Information Executives from both Oasis and the Information 

and Advice Service. Information Executives now have 

responsibility for different content topics across both 

systems. This greatly improves consistency and efficiency 

and is an important step in preparation for the new system. 

The integrated team will facilitate the migration of 

information from the existing systems to the new system 

when it is developed. 

Content Standards 

In October 2004, Comhairle commenced a project to 

define the standards and guidelines required for writing 

content and for managing strategic content relationships 

with departments, agencies and other independent writers. 


13

3.4 Assist Ireland – www.assistireland.ie 

AssistIreland.ie is an online product and information 

database for older people and those with disabilities. A 

telephone and e-mail support service is also available to 

the general public. 

This site provides access to information relating to 

thousands of assistive technology products and hundreds 

of suppliers, plus a comprehensive range of general 

information for independent living. It also provides 

additional information on key support services, related 

publications, detailed information sheets and service 

providers in Ireland. 

The classification for AssistIreland.ie was developed based 

on extensive research on leading databases from around 

the world, tailored to meet the needs of Irish consumers 

and the Irish market. 

Consultation with, and feedback from, the disability, 

healthcare, and age-related sectors on a regular basis 

ensure that the site is of maximum benefit to individuals 

seeking information about assistive technology products. 

The site has been designed to meet the highest standards 

for usability and accessibility. Additional expert usability 

and accessibility testing during 2004 provided the project 

with positive feedback but also recommended 

improvements which have been recently implemented. 

AssistIreland.ie will be officially launched in 2005. 

3.4 Assist Ireland – www.assistireland.ie 

Táirge agus bunachar sonraí eolais ar líne do dhaoine 

scothaosta agus do dhaoine le míchumais is ea 

AssistIreland.ie. Tá seirbhisí tacaíochta gutháin agus 

ríomhphoist ar fáil don phobal freisin. 

Cuireann an laithreán eolas ar fáil faoi na mílte táirge a 

bhaineann leis an teicneolaíocht chuiditheach agus faoi 

na céadta soláthraí, chomh maith le heolas cuimsitheach 

faoi mhaireachtáil go neamhspleách. Cuireann sé eolas 

breise ar fáil freisin ar na príomhsheirbhísí tacaíochta, ar 

fhoilseacháin ghaolmhara, chomh maith le bileoga 

eolais mhionsonraithe agus eolas ar sholáthraithe 

seirbhísí in Éirinn. 

Bunaíodh an t-aicmiú i gcomhair AssistIreland.ie ar 

thaighde fhairsing ar na príomh-bhunachair sonraí ar fud 

an domhain, agus í curtha in oiriúint do riachtanais na 

dtomhaltóirí Éireannacha agus an mhargaidh Éireannaigh. 

Cinntíonn comhairliúchán le agus aiseolas ó na hearnálacha 

míchumais, chúraim sláinte agus aoise, rud a dhéantar ar 

bhonn rialta, go bhfuil an laithreán ag dul chun tairbhe go 

mór do na daoine atá ag cuardach eolais ar tháirgí a 

bhaineann leis an teicneolaíocht chuiditheach. 

Dearadh an laithreán seo chun na caighdeáin is airde 

inúsáideachta agus inrochtaineachta a shásamh. Thug 

trialacha breise inúsáideachta agus inrochtaineachta a 

rinne saineolaithe le linn 2004 aiseolas dearfach don 

tionscadal ach mhol siad roinnt feabhsuithe chomh maith, 

agus cuireadh iad seo i bhfeidhm le déanaí. 

Seolfar AssistIreland.ie go hoifigiúil i 2005. 


3.5 Acmhainní Leictreonacha Eile 

Láithreán gréasáin Chomhairle – www.comhairle.ie 

Cuireann laithreán gréasáin Chomhairle eolas eagrúcháin 

ar fáil faoi Chomhairle, chomh maith le cóipeanna 

leictreonacha dá cuid foilseachán go léir. 

Le linn 2004 cuireadh rannóg nuachta leis an laithreán 

gréasáin. Áiríonn seo preas ráitis Chomhairle agus nuacht 

réigiúnach faoi thionscadail tacaithe ag Comhairle, mar 

shampla. Tugann sé naisc ar eolas nua, foilseacháin nua sa 

bheartas sóisialta agus ar imeachtaí oiliúna san fhéilire 

oiliúna réigiúnach. 

Tar éis iniúchadh inrochtaineachta i mí na Nollag 2003 

rinneadh obair bhreise chun inrochtaineacht an laithreáin 

a fheabhsú. 

Bunachar Sonraí Acmhainní don Earnáil Dheonach 

agus Phobail 

Acmhainn ar líne d’eagraíochtaí sna hearnálacha sin is ea 

an Bunachar Sonraí Acmhainní don Earnáil Dheonach agus 

Phobail. Cuireadh an t-eagrán nua den Directory of 

National Voluntary Organisations de chuid Chomhairle ar 

an laithreán i mbliana, a chomhlánaíonn an leagan 

clóbhuailte. 

Tugann an rannóg Nuacht eolas nuashonraithe ar chúrsaí 

oiliúna agus ar ábhair agus acmhainní eile ar spéis leis an 

earnáil phobail agus dheonach iad. Tá an nuacht is déanaí 

ann freisin ar dheiseanna maoinithe a chuireann leis an 

eolas sa rannóg maoinithe den bhunachar sonraí. 

Bunachar Sonraí Acmhainní Idirghníomhaireachta 

D’oibrigh Comhairle i dteannta leis an nGníomhaireacht um 

Chomhrac na Bochtaineachta agus ADM Ltd chun an 

Bunachar Sonraí Idirghníomhaireachta a bhunú. Ba é 

Comhairle a chuir i ngníomh é agus a dhéanann é a óstáil. 

Cuireann an bunachar sonraí eolas cuimsitheach ar fáil ar 

fhoilseacháin agus acmhainní go léir na dtrí 

ghníomhaireacht. Tháinig an tionscnamh as na moltaí sa 

Pháipéar Bán ar an Éarnáil Dheonach, a foilsíodh i 2000. 

3.5 Other Electronic Resources 

Comhairle’s website – www.comhairle.ie 

The Comhairle website provides organisational 

information about Comhairle, as well as electronic copies of 

all its publications. 

During 2004, a news section was added to the website. This 

includes Comhairle press releases and regional news such as 

projects supported by Comhairle. It also offers links to new 

information, social policy publications and training events on 

the regional training calendar. 

Following an accessibility audit in December 2003, other 

work was undertaken during the year to improve the 

accessibility of the site. 

Resource Database for the Voluntary and 

Community Sector 

The Resource Database for the Voluntary and Community 

Sector is an online resource for organisations in those 

sectors. The new edition of Comhairle’s Directory of National 

Voluntary Organisations was added to the site this year, 

complementing the printed publication. 

The What’s New section provides up-to-date information on 

training courses and other topics and resources of interest to 

the community and voluntary sector. It also has updates on 

funding opportunities which enhance the information in the 

funding section of the database. 

Interagency Database of Resources 

Comhairle, together with the Combat Poverty Agency and 

ADM Ltd., worked together to set up the Interagency 

Database which was developed and is hosted by Comhairle. 

The database provides comprehensive information about all 

the publications and resources of the three agencies. The 

initiative stemmed from recommendations in the White Paper 

on the Voluntary Sector, published in 2000. 

The database can be accessed from the homepage of each 

organisation’s website. 

Is féidir an bunachar sonraí a rochtain ó leathanach baile 

gach eagraíocht faoi leith. 


15

3.6 Publications 

Traditional publication remains a very effective mechanism 

for providing information to those who need it. So, in 

addition to publishing information electronically, Comhairle 

continued to provide high-quality printed publications 

throughout the year. 

3.6 Foilseacháin 

Meicníocht an-éifeachtach fós is ea an foilsiú traidisiúnta ó 

thaobh eolas a chur ar fáil dóibh siúd a bhfuil sé ag teastáil 

uathu. Mar sin, chomh maith le heolas a fhoilsiú ar an 

Idirlíon, lean Comhairle de bheith ag cur amach foilseacháin 

d’ardcháilíocht ar feadh na bliana. 

Information publications are produced in various formats 

and are available in these formats through CICs nationwide. 

They include large-print versions, Braille, tape and 

publications on disc. All publications are also available 

online via the Comhairle website. 

Several new and updated publications were produced during 

2004, in addition to Comhairle’s regular publications. 

Where to Complain 

How to pursue a complaint or an appeal depends very much 

on the issue involved and the body that deals with it, but 

many people do not know who deals with what. Where to 

Complain is a comprehensive guide to organisations that 

deal with the enforcement of citizen and consumer rights. 

The third edition of this guide was published in August 

2004 and launched by the Ombudsman, Emily O’Reilly. It 

provides contact details for more than 150 organisations at 

Irish and EU level. It also includes information on the various 

complaints and appeals mechanisms for establishing rights. 

Directory of National Voluntary Organisations 

The eleventh edition of the Directory of National Voluntary 

Organisations was published in March 2004. It includes over 

550 organisations and is the most comprehensive listing of 

its kind in Ireland. The 2004-2005 edition features fully 

updated and expanded descriptions with over 70 new 

additions. Entries include support groups, charities, social 

service groups, caring agencies and campaigning groups, as 

well as over 80 state agencies that are of relevance to the 

voluntary and community sector. 

Déantar na foilseacháin i bhformáidí éagsula agus tá 

siad ar fáil sna formáidí seo sna hIonaid Eolais do 

Shaoránaigh ar fud na tíre. Áirítear leo siúd leaganacha 

le cló mór, i mBraille, ar théip agus foilseacháin ar 

dhiosca. Tá na foilseacháin seo ar fáil ar líne ar laithreán 

gréasáin Chomhairle. 

Chomh maith le foilseacháin rialta Chomhairle cuireadh 

foilseacháin nua agus nuashonraithe éagsula amach i 2004. 

An Áit le Gearán a Dhéanamh 

Maidir leis an gcaoi chun gearán a dhéanamh, braitheann sé 

go mór ar an gcineál ábhair atá i gceist agus an comhlacht a 

phléann leis, ach ní heol do mhórán pé dream a phléann le 

cibé ábhar. Treoir chuimsitheach do na heagraíochtaí a 

phléann le forfheidhmiú cearta saoránach agus tomhaltóirí is 

ea Where to Complain. 

Foilsíodh an tríú heagrán den treoir seo i Lúnasa 2004 agus 

seoladh ag an Ombudsman Emily O’Reilly í. Tugann sé sonraí 

teagmhála do níos mó ná 150 eagraíocht in Éirinn agus san 

AE. Tá eolas inti freisin ar na meicníochtaí éagsula gearáin 

agus achomhairc le haghaidh cearta a bhunú. 

Eolaire na nEagras Náisiúnta Deonach 

Foilsíodh an t-aonú heagrán déag den Directory of National 

Voluntary Organisations i Márta 2004. Tá os cionn 550 

eagraíocht ann agus is é an liosta is cuimsithí dá chineál in 

Éirinn. Tá tuairiscí fairsingithe agus nuashonraithe go 

hiomlán san eagrán do 2004-2005, agus tá níos mó na 70 

breiseán úr ann. Cuimsíonn na hiontrálacha grúpaí 

tacaíochta, comhlachtaí carthanachta, grúpaí seirbhísí 

sóisialta, gníomhaireachtaí cúraim agus grúpaí feachtais, 

chomh maith le níos mó ná 80 gníomhaireacht Stáit a 

bhaineann leis an earnáil dheonach agus phobail. 


Directory of National Voluntary Organisations 


Leonie Lunny, Chief Executive, with Emily O’Reilly, Ombudsman, at the launch of Where to Complain 

Leonie Lunny, Príomhfheidhmeannach, i dteannta Emily O’Reilly, an tOmbudsman, ag an seoladh de 


“Ar cheann de na constaicí is mó i 

gcoinne thabhairt na ngearán ag baill 

an phobail in aghaidh comhlachtaí 

poiblí is ea an easpa eolais faoin áit 

dhíreach ar chóir dóibh na gearáin 

sin a thabhairt chuici...Ba cheart 

go mbainfí leas mór as – ní hamháin 

do bhaill an phobail, ach do na 

comhlachtaí poiblí freisin a 

dteastaíonn aiseolas an phobail 

uathu chun feabhas a chur ar na 

seirbhísí a sholáthraíonn siad.” 

Emily O’Reilly 

“One of the biggest barriers to the 

making of complaints by members 

of the public against public bodies 

is the lack of information as to 

where exactly they should go to 

make those complaints...It should be 

of great benefit – not just to 

members of the public but also to 

the public bodies who need public 

feedback in order to improve the 

services they provide.” 

Emily O’Reilly 


17

Relate/EU Supplement 

Twelve monthly issues of Relate were published in 2004, 

along with quarterly issues of the EU Supplement. There were 

two special twelve-page issues of Relate during the year – 

Families and Children was published in May to acknowledge 

the tenth anniversary of the United Nations International Year 

of the Family while Rights for People with Disabilities in 

October reflected the publication of the Disability Bill 2004 

and the Comhairle (Amendment) Bill 2004. 

During 2004, there were a number of special EU 

Supplements reflecting the events of the year – How 

decisions are made in the European Union was published in 

January to mark the Irish Presidency of the EU and New EU 

Citizens celebrated the accession of the new EU Member 

States in May. 

Leaflets 

A redesigned and enhanced Information about Medical 

Cards booklet was published in January 2004 and 

distributed to a wide range of voluntary and 

statutory organisations. 

A new leaflet giving details on social welfare benefits 

and taxes was published to accompany the Budget 

Information Pack. 

An updated Information for School Leavers leaflet was 

published in January 2004 and distributed to school 

guidance counsellors around the country. 

Information for Part-time Workers was redesigned and 

published in May 2004. 

Relate/EU Supplement 

Foilsíodh dhá eagrán mhíosúla dhéag den iris Relate i 2004, 

chomh maith le heagráin ráithiúla den EU Supplement. 

Tháinig dhá eagrán speisialta le dhá leathanach déag de 

Relate amach i rith na bliana – foilsíodh Families and 

Children i mBealtaine le haghaidh chomóradh dheich 

mbliana de Bhliain Idirnáisiúnta an Teaghlaigh de chuid na 

Náisiún Aontaithe, agus d’fhreagair Rights for People with 

Disabilities i nDeireadh Fómhair d’fhoilsiú an Bhille 

Mhíchumais (Leasú) 2004. 

Foilsíodh roinnt eagrán speisialta de EU Supplements i 2004 

a d’fhreagair d’imeachtaí na bliana – foilsíodh How 

decisions are made in the European Union in Eanáir chun 

Uachtaránacht na hÉireann ar an AE a chomóradh agus 

cheiliúraigh New EU Citizens aontachas na mballstát nua 

san AE i mBealtaine. 

Bileoga 

Foilsíodh leabhrán athdheartha agus feabhsaithe den 

leabhrán Information about Medical Cards in Eanáir 2004 

agus dáileadh é ar réimse leathan eagraíochtaí deonacha 

agus reachtúla. 

D’fhoilsíomar bileog nua a thugann sonraí ar shochair 

leasa shóisialaigh agus ar cháin le gabháil le Paca Eolais 

an Bhuiséid. 

Foilsíodh bileog nuashonraithe de Information for School 

Leavers in Eanáir 2004 agus dáileadh ar chomhairleoirí 

treorach ar fud na tíre í. 

Rinneadh Information for Part-time Worker a athdhearadh 

agus foilsíodh í i mBealtaine 2004. 


Cairteacha Balla 

D’fhoilsigh Comhairle trí cinn de chairteacha balla 

mear-thagartha a thugann sonraí faoi íocaíochtaí, sochair 

chánach agus tairsigh ioncaim i dtaca le teidlíochtaí 

éagsula do 2004 – cairt bhalla ghinearálta le sonraí faoi 

íocaíochtaí leasa shóisialaigh, sláinte agus FÁS agus faoi 

cháin ioncaim; cairt bhalla ar theidlíochtaí do dhaoine faoi 

mhíchumas; agus cairt bhalla ar theidlíochtaí do 

theaghlaigh aontuismitheora. 

Bíodh Eolas Agat Ar Do Chearta 

D’fhoilsigh Seirbhís Eolais agus Comhairle Chomhairle na 

colúin mhíosúla Know Your Rights, a ndéantar iad a 

dháileadh ar na hIonaid Eolais do Shaoránaigh le foilsiú sna 

nuachtáin áitiúla agus réigiúnacha. 

Paca Buiséid 

Chomh maith le heolas a chur ar laithreán gréasáin 

Chomhairle ar Lá an Bhuiséid féin, d’fhoilsigh Comhairle a 

Phaca Buiséid cuimsitheach bliantúil. 

Wallcharts 

Comhairle published three quick-reference wallcharts 

giving rates of payments, tax credits and income 

thresholds for various entitlements for 2004 – a general 

wallchart containing details of social welfare, health and 

FÁS payments and income tax; a wallchart on entitlements 

for people with disabilities; and a wallchart on entitlements 

for one parent families. 

Know Your Rights 

Comhairle’s Information and Advice Service continued 

to publish monthly Know Your Rights columns which 

are syndicated to CICs for publication in local and 

regional newspapers. 

Budget Pack 

In addition to posting information on Comhairle’s 

electronic resources on Budget Day itself, Comhairle 

published its annual comprehensive Budget Pack. 

One Parent Families Information Wallchart 

Information for School Leavers & 

Information for Part-Time Workers 


19

Seachadadh Seirbhísí 

Service Delivery 

4.1 Forbhreathnú ar Ról Chomhairle 

Is í an dara tosaíocht straitéiseach de chuid Chomhairle 

ná “eolas, comhairle agus abhcóideacht maidir le seirbhisí 

sóisialta agus sibhialta don phobal a chur ar aghaidh 

agus a thacú”. 

Tá Comhairle tiomanta ina straitéis don tréimhse 2003- 

2006 do chomhpháirtíocht le comhlachtaí san earnáil 

eolais neamhspleách chun eolas neamhchlaonta a 

scaipeadh. Cuimsíonn seo na hIonaid Eolais do 

Shaoránaigh, Seirbhís Gutháin um Eolas do Shaoránaigh 

agus gníomhaireachtaí ábhartha eile lena n-áirítear an 

tSeirbhís Chomhairle Airgid agus Buiséadaithe. Maidir le 

seirbhísí eolais, comhairle agus abhcóideachta a sholáthar 

is é príomhchuspóir Chomhairle seirbhísí forásacha a thacú 

agus a sholáthar do na gníomhaireachtaí sin. 

Is í foireann Sheirbhísí Réigiúnacha de chuid Chomhairle a 

chuireann an fhorbairt agus an tacaíocht seo ar fáil go 

naisiúnta agus tugann Seirbhísí Lárnacha tacaíocht dóibh. 

Seirbhisí Réigiúnacha: 

• Comhairle fhorásach agus tacaíocht a chur ar fáil do 

ghníomhaireachtaí i réimsí mar phleanáil straitéiseach, 

forbairt seirbhísí, bainistíocht airgid, seirbhís do 

chustaiméirí agus acmhainní daonna 

• Obair i gcomhpháirtíocht le heagraíochtaí áitiúla éagsúla 

ar thionscnaimh atá dírithe ar eolas, comhairle agus 

abhcóideacht a sholáthar do spriocghrúpaí 

• Maoiniú oibriúcháin a thabhairt do na hIonaid Eolais 

do Shaoránaigh agus an tSeirbhís Ghutháin um 

Eolas do Shaoránaigh 

• Cúnamh deontais a thabhairt d’eagraíochtaí eile 

le haghaidh tionscamh nua eolais, comhairle nó 

abhcóideachta 

• Seirbhísí oiliúna a chur ar fáil do réimse 

leathan eagraíochtaí 

Tá foireann ón tSeirbhís Oiliúna agus Forbartha lárnach 

freagrach as táirgí agus seirbhísí Chomhairle a fhorbairt, 

caighdeáin a chur i bhfeidhm agus tacaíochtaí eile a chur ar 

fáil d’fhoirne réigiúnacha Chomhairle agus dá custaiméirí 

araon. Chomh maith leis sin cuireann siad seirbhís tacaíochta 

i gcomhair fiosruithe do na hIonaid Eolais do Shaoránaigh 

agus do sholáthraithe eolais eile. Freagraíodh ní ba mhó ná 

míle fiosrú i 2004. 

4.1 Overview of Comhairle’s Role 

Comhairle’s second strategic priority is to “promote and 

support the delivery of information, advice and advocacy 

on social and civil services to the public”. 

In its strategy 2003-2006, Comhairle is committed to 

working in partnership with bodies in the independent 

information sector to disseminate impartial information. 

This includes Citizens Information Centres, the Citizens 

Information Phone Service, and other relevant agencies 

including the Money Advice and Budgeting Service. 

Comhairle’s role in the delivery of information, advice and 

advocacy services is primarily concerned with supporting 

and providing developmental services to those agencies. 

This development and support is provided nationally by 

Comhairle’s Regional Services staff and supported by 

Central Services. Regional Services: 

• Provide developmental advice and support to agencies 

in areas such as strategic planning, governance, service 

development, financial management, customer service 

and human resources 

• Work in partnership with a variety of local organisations 

on initiatives focused on delivering information, advice 

and advocacy services to target groups 

• Provide operational funding to Citizens Information 

Centres and the Citizens Information Phone Service 

• Provide assistance in the form of grants to other 

organisations for new information, advice or 

advocacy initiatives 

• Provide training services to a wide range 

of organisations 

Central Development and Support staff are responsible for 

the development of Comhairle’s products and services, the 

establishment of standards, and the provision of other 

supports both to Comhairle’s regional teams and 

customers. They also offer an information-query support 

service to Citizens Information Centres and other 

information providers. More than one thousand queries 

were handled in 2004. 

Seachadadh Seirbhísí Service Delivery 

21

Comhairle also provided a range of grant supports: the 

Information Grants Scheme supplying grants ranging from 

¤6,000 to ¤20,000 to organisations for innovative 

information initiatives; a publications grants scheme 

providing small grants to organisations to support 

publications initiatives; a training grants scheme; and 

various information and advocacy project grants. A list of 

recipients of the Information Grants Scheme is provided in 

Appendix 8.5. 

4.2 Citizens Information Services 

Citizens Information Services (CISs) play a vital role in the 

delivery of face-to-face information, advice and advocacy 

services to the public and they comprise one of the three 

channels for service delivery. Each service is an 

independent company managed by a voluntary Board of 

Management. Their core business is the provision of 

information on civil and social services to the public within 

a geographical area, either county-wide or covering a 

particular urban area. 

Most CISs have a full-time main centre, usually a Citizens 

Information Centre (CIC), with part-time or outreach 

services also under their remit. A number of services have 

different models, adapted to suit the historical or unique 

features of the particular area. 

Donegal CIS, for example, delivers a full-time service from 

Public Service Centres in five towns as part of Donegal’s 

Integrated Services Delivery Project. It also provides a 

service from two local CICs in Buncrana and Ballyshannon 

and one outreach in Ballybofey. Dublin 246 CIS provides a 

service through a number of partnerships with relevant 

agencies and through outreach in St. Vincent’s Hospital. A 

service to the public is not offered from their 

administrative base. 

Key Statistics Príomhstaitisticí 

Thug Comhairle réimse deontas amach freisin: An Scéim 

Deontais Eolais a sholáthraíonn deontais ó ¤6,000 go 

¤20,000 d’eagraíochtaí i gcomhair tionscnamh nuálach 

eolais; scéim deontais foilseachán a chuireann deontais 

bheaga ar fáil d’eagraíochtaí mar thacaíocht do 

thionscnaimh fhoilseachán; scéim deontais oiliúna; agus 

deontais le haghaidh tionscadal éagsula eolais agus 

abhcóideachta. Tugtar liosta faighteoirí de chuid na Scéime 

Deontais Eolais in Aguisín 8.5. 

4.2 Seirbhísí Eolais do Shaoránaigh 

Tá ról thar a bheith tábhachtach ag Seirbhisí Eolais do 

Shaoránaigh maidir le seirbhísí díreacha eolais, comhairle 

agus abhcóideachta a chur ar fáil don phobal agus is 

bealach amháin iad de na trí bhealach atá ann chun seirbhísí 

a sholáthar. Comhlacht neamhspleách is ea gach seirbhís a 

bhainistítear ag Bord Bainistíochta deonach. Is iad a 

bpríomhghnó eolas ar sheirbhisí sibhialta agus sóisialta a 

sholáthar don phobal i gceantar tuaithe nó uirbeach. 

Tá lárionad lánaimseartha ag an gcuid mó de Sheirbhísí 

Eolais do Shaoránaigh, go hiondúil Ionad Eolais do 

Shaoránaigh, agus bíonn seirbhisí páirtaimseartha nó 

for-rochtana faoina gcúram chomh maith. Tá samhlacha 

éagsúla ag roinnt seirbhisí, agus iad curtha in oiriúint do 

ghnéithe stairiúla nó uathúla an cheantair. 

Déanann Seirbhís Eolais do Shaoránaigh Dhún na nGall, mar 

shampla, seirbhís lánaimseartha a sholáthar ó na hIonaid 

Seirbhísí Poiblí i gcúig bhaile mar chuid den Tionscadal um 

Seirbhísí Comhtháite a Sholáthar i nDún na nGall. Cuireann 

sí seirbhís ar fáil ó Ionaid Eolais do Shaoránaigh Bhun 

Cranncha agus Bhéal Átha Seanaidh, agus seirbhís forrochtana 

i mBealach Féich. Soláthraíonn Ionad Eolais do 

Shaoránaigh 246 i mBaile Átha Cliath seirbhís trí 

chomhpháirtíochtaí le gníomhaireachtaí ábhartha agus tríd 

an tseirbhís for-rochtana in Ospidéal Naomh Uinseann.Níl 

seirbhís ar fáil don phobal san ionad riaracháin. 

Year Citizens Information Citizens Information Independent Citizens Total 

Services Phone Service Information Centres 

Bliain Seirbhísí Eolais do Seirbhís Ghutháin um Ionaid Neamhspleácha Iomlán 

Shaoránaigh Eolas do Shaoránaigh do Shaoránaigh 

2000 263,700 9,900 39,700 313,300 

2001 348,000 11,800 33,200 393,000 

2002 409,871 15,613 48,908 474,392 

2003 524,276 41,307 38,347 603,930 

2004 648,484 72,975 28,271 749,730 

22 Service Delivery Seachadadh Seirbhísí

Déanann cuid mhaith Ionad Eolais soláthraithe eile a óstáil 

freisin. Áirítear leo siúd an tSeirbhís Comhairle Airgid agus 

Buiséadaithe, na hIonaid Saorchúnamh Dlí, Oifig an 

Stiúrthóra Gnóthaí Tomhaltóirí, an tOmbudsman, an 

tÚdarás Comhionannais, an tIonad Seirbhísí Eolais Airgid, 

Threshold, agus Seirbhísí Áitiúla Fostaíochta. 

Príomhstaitisticí 

Faoi dheireadh 2004 bhí 42 Seirbhís Eolais do Shaoránaigh 

ag cur eolais ar fáil ó 241 suíomh ar fud na tíre. Áirítear 

leis seo 46 ionad lánaimseartha, 52 ionad páirtaimseartha 

agus 143 seirbhís for-rochtana a leathnaíonn 

inrochtaineacht na seirbhisí go dtí na bailte beaga, na 

hospidéil agus áiteanna eile. Cuireadh 3,039 uair seirbhíse 

ar fáil go seachtainiúil, nó méadú 4% ar 2003. 

Agus iad ag leanúint phatrún an mhéadaithe leanúnaigh ar 

an éileamh ar sheirbhisí i ngach bealach, mhéadaigh 

fiosruithe i 2004 go dtí 648,484 – méadú 24% i 

gcomparáid leis an tréimhse cheánna i 2003, agus dhá 

oiread ní ba mhó ná méid na bhfiosruithe a fuarthas i 2000. 

Many CISs also host other service providers. These include 

the Money Advice and Budgeting Service (MABS), Free 

Legal Aid Centres (FLAC), the Office of the Director of 

Consumer Affairs, the Ombudsman, the Equality Authority, 

the Financial Information Service Centre (FISC), Threshold, 

and Local Employment Services. 

Key Statistics 

By the end of 2004, there were 42 Citizens Information 

Services delivering information from 241 locations 

nationwide. These comprised 46 full-time centres, 52 

part-time centres and 143 outreach services which extend 

service availability to smaller towns and villages, hospitals, 

and other locations. 3,039 hours of service were provided 

weekly, an increase of 4% over 2003. 

Following the pattern of continued increase in the demand 

for services across all channels, queries for 2004 increased 

to 648,484 – an increase of 24% against the same period 

in 2003, and more than double the number of queries 

received in 2000. 

Queries to Citizens Information Services 2000-2004 

Fiosruithe Faighte ag Seirbhísí Eolais do Shaoránaigh 

2000-2004 

Number of Queries (1000s) Líon na bhFiosruithe (1000s) 

800 

700 

600 

500 

400 

300 

200 

100 

0 

‘00 ‘01 ‘02 ‘03 ‘04 

Year Bliain 

Independent Citizens 

Information Centres 

Ionaid Neamhspleácha Eolais do 

Shaoránaigh 

Citizens Information Phone Service 

Seirbhís Ghutháin um Eolas do 

Shaoránaigh 

Citizens Information Services 

Seirbhísí Eolais do Shaoránaigh 


23

New Service Developments 

In line with Comhairle’s strategy, independent CICs within 

a county or geographic area have been amalgamating 

under one Board of Management to form a Citizens 

Information Service responsible for the delivery of service 

to that region. Only a small number of independent 

centres now remain. 

In 2004, two new Citizens Information Services were 

formed in Cork and Development Managers were recruited. 

West Cork CIS incorporates two part-time CICs in Bantry 

and Macroom. North and East Cork County incorporates 

five CICs in Mallow, Fermoy, Cobh, Youghal and 

Mitchelstown. Dublin 8 and Bluebell CIS, incorporating 

Rialto and the Liberties CICs, was established and 

appointed a new Development Manager. 

Further developments included the amalgamation of 

Dungarvan CIC with Waterford CIS; Blackrock (Cork) CIC with 

Cork (South Mall) CIS; Beaumont CIC and Northside CIS; 

Swords, Skerries and Malahide CICs, which formalised their 

amalgamation into the new Fingal (North County) CIS; and 

South Kildare CIS which was formed from the amalgamation 

of Newbridge, Naas and Athy CICs. Dublin North West CIS 

was established with Finglas and Ballymun CICs coming 

together in conjunction with Ballymun Women's Resource 

Centre and Ballymun Community Law Centre. Co. Kerry CIS 

opened a new bilingual service in Dingle. 

During the year, the North Western Health Board 

approached Comhairle to consider contracting the delivery 

of its Health Information Line service. Under the auspices 

of the Donegal Integrated Service Delivery Project, 

Donegal Citizens Information Service accepted the contract 

and the service is now operational from the Public Service 

Centre in Letterkenny. 

Staffing in CISs 

Services in CISs continue to be provided by a combination 

of paid staff and volunteers. At the end of the year there 

were a total of 136 full-time equivalent posts in CISs, a 

further 113 Community Employment scheme posts, and 

1,116 volunteers in CISs. This last figure is particularly 

encouraging as it marks a significant increase over 2003. 

It is due in part to the amalgamation of independent CICs 

into the CIS structure, and also to recruitment drives in 

several locations. 

Forbairtí Nua Seirbhísí 

Ag teacht le straitéis Chomhairle tá Ionaid Eolais do 

Shaoránaigh neamhspleácha i gceantar tíreolaíochta nó i 

gcontae ar leith á cónascadh faoi Bhord Báinistíochta 

amháin chun Seirbhís Eolais do Shaoránaigh a chruthú a 

bheidh freagrach as soláthar seirbhísí sa réigiún sin. Níl ach 

líon beag ionad neamhspleách fágtha anois. 

Cruthaíodh dhá Sheirbhísí Eolais do Shaoránaigh i 

gCorcaigh i 2004 agus earcaíodh Bainisteoirí Forbartha. 

Ionchorpraíonn an tSeirbhís Eolais do Shaoránaigh i 

gCorcaigh Thiar dhá Ionad Eolais do Shaoránaigh i 

mBeanntraí agus i Maigh Chromtha. Ionchorpraíonn Co. 

Chorcaí Thuaidh agus Thoir cúig Ionad Eolais do 

Shaoránaigh i Mala, Mainistir Fhear Maí, An Cóbh, Eochaill 

agus Baile Mhistéala. Bunaíodh Seirbhís Eolais do 

Shaoránaigh do Bhaile Átha Cliath 8 agus An Cloigín Gorm, 

a ionchorpraíonn Rialto agus na Líbeartaí, agus ceapadh 

Bainisteoir Forbartha nua. 

I measc na bhforbairtí eile luaitear cónascadh Ionaid Eolas 

do Shaoránaigh (CIS) Dhún Garbháin le Seirbhís Eolais do 

Shaoránaigh (CIC) Phort Láirge; CIS An Charraig Dhubh 

(Corcaigh) le CIC An Mál Theas, Corcaigh; CIS Beaumont le 

CIC BAC Thuaidh; CIC i Sord Cholm Cille, sna Sceirí agus 

Mullach Íde a rinne cónascadh foirmiúil le CIC nua Fhine 

Gall; agus CIC Chill Dara Theas a cruthaíodh as cónascadh 

na nIonad Eolais sa Droichead Nua, Nás na Rí agus i 

mBaile Áth Í. Bunaíodh CIC Bhaile Átha Cliath Thiar 

Thuaidh as na hIonaid Eolais i bhFionnghlas agus Baile 

Munna a theacht le chéile le hIonad Acmhainní Ban Bhaile 

Munna agus Ionad Pobail Dlí Bhaile Munna. D’oscail CIC 

Cho. Chiarraí seirbhisí dhátheangach sa Daingean. 

I rith na bliana tháinig Bord Sláinte an Iarthuaiscirt chuig 

Comhairle maidir le soláthar na seirbhíse Líne Eolais Sláinte 

a dhéanamh ar conradh. Ghlac Seirbhís Eolais do 

Shaoránaigh Dhún na nGall leis an gconradh faoi choimirce 

Thionscadal Dhún na nGall um Sheirbhís Chomhtháite a 

Sheachadadh, agus tá an tseirbhís ag feidhmiú anois ón 

Ionad Seirbhísí Poiblí i Leitir Ceanainn. 

Foireann sna Seirbhísí Eolais do Shaoránaigh (CIS) 

Tá seirbhísí sna CIS fós á gcur ar fáil ag meascán 

d’fhoireann ghairmiúil agus dheonach. Ag deireadh na 

bliana bhí 136 post lánaimseartha sna CIS, 113 post de 

chuid na scéime um Fhosaíocht Pobail, agus 1,116 oibrí 

deonach san CIS. Tá an figiúr deireanach anseo anspreagúil, 

óir is méadú suntasach é ar 2003. Tharla sé de 

bharr na hIonaid Eolais do Shaoránaigh neamhspleácha a 

chónascadh i struchtúr na Seirbhísí Eolais do Shaoránaigh, 

agus mar thoradh ar earcaíocht i suímh éagsula. 


4.3 Seirbhís Ghutháin le haghaidh Eolais 

do Shaoránaigh 

Cuireann an tSeirbhís Ghutháin um Eolas do Shaoránaigh 

(CIPS), atá tacaithe ag Comhairle, seirbhís naisiúnta eolais 

ar an nguthán trína huimhir lóghlao. Méadaíodh go mór ar 

líon na bhfiosruithe eolais mar thoradh ar chur chun cinn 

láidir na seirbhíse i 2004. Rinneadh 72,975 iarratas ar eolas 

san iomlán i 2004 – méadú 73% ar 2003. 

Mar a tharla cheana tháinig an líon glaonna ab airde ó 

cheantar 02 (Corcaigh) (27%), i ngeall ar an tseirbhís a 

thriail den chéad uair i gCorcaigh. Is mó a léiríonn 

bunseoladh na nglaonna, áfach, dáileadh an daonra. I 

2004, tháinig 25% de na glaonna ón gceantar 01 

(mórcheantar Bhaile Átha Cliath), rud beag ní ba lú ná 

Corcaigh. Bhí méadú ar mhéid na nglaonna i gceantracha 

eile chomh maith – tharla méadú 100% sa cheantar 04 go 

dtí 10% agus tháinig 14% de ghlaonna ón Iarthuaisceart. 

Bhí CIPS freagrach le linn na bliana as iarratais ríomhphoist 

a tháinig ó laithreán gréasáin Oasis a fhreagairt. Cé gur 

mhéadaigh méid na ríomhphost go mór, bhí laghdú ar an 

méid ama a caitheadh ag deileáil leo, mar thoradh ar na 

cleachtais nua oibre agus saineolas ní b’fhearr a bheith ag 

pearsanra na seirbhíse. 

Inrochtaineacht 

Cé gur seirbhís ghutháin go príomha í leanann CIPS ar 

aghaidh le meicníochtaí breise a fhorbairt chun eolas a 

sholáthar. Fuair ní ba mhó ná 40% de na daoine a ghlaoigh 

ar an tseirbhís tuilleadh eolais sa phost freisin, go príomha i 

bhfoirm eolais chlóbhuailte. I 2004, úsáideadh an uimhir 

lóghlao, ríomhphost, litreacha, facsanna, comhairleoir beo ar 

líne chun eolas a thabhairt amach agus baineadh feidhm as 

físghutháin le seirbhís teangaireachta i dTeanga 

Chomharthaí Bhodhair na hÉireann, a bhí ar fáil ar bhonn 

míosúil, nó trí choinne a dhéanamh. Bhí eolas ar fáil chomh 

maith ar mhiondiosca, ar théip, i gcló mór agus i mBraille. 

Chuir an CIPS tús le seirbhís theachtaireacht téacs a 

chuirfear i bhfeidhm go luath i 2005 agus ar dócha go 

dtaitneoidh sé le húsáideoirí óga. 

4.3 Citizens Information Phone Service 

The Citizens Information Phone Service (CIPS), which is 

supported by Comhairle, provides a telephone-based 

national information service via its lo-call number. Vigorous 

promotion of the service in 2004 resulted in the number of 

information requests to the service increasing significantly. 

The total number of information requests in 2004 was 

72,975 – a 73% increase over 2003. 

The highest number of calls continued to come from the 

02 (Cork) area (27%), reflecting the origins of the service 

which was initially piloted in Cork. However, the 

geographic origin of calls increasingly reflects population 

distribution. In 2004, 25% of calls came from the 01 

(Greater Dublin) area, only slightly behind Cork. Other 

regions also saw a significant growth in the number of calls 

made – the 04 area had a 100% increase to 10%, and 14% 

of calls came from the North West. 

During the year, CIPS assumed responsibility for 

responding to all e-mail requests for information arising 

from the Oasis website. While the number of e-mails 

increased dramatically, the average time spent dealing with 

these requests reduced, reflecting new work practices and 

an improved level of expertise among CIPS personnel. 

Accessibility 

While primarily a telephone-based service, CIPS continues 

to develop additional mechanisms for information delivery. 

Over 40% of callers to the service also received additional 

information by post, mainly in the form of printed 

information. In 2004, information was available via the locall 

phone number, e-mail, fax, letter, a live online adviser, 

and videophone with an Irish Sign Language interpretive 

service which was available monthly or by appointment. 

Information was also made available on mini disk, 

audiotape, in large print and in Braille. 

CIPS also began developing an SMS text messaging 

information service which is due to come on stream early 

in 2005 and is likely to appeal to younger service users. 


25

Promotion and Advertising 

Increasing awareness of CIPS is vital to ensuring its use 

and success. In 2004, 700,000 households received a 

leaflet promoting CIPS by direct mailshot. The leaflet was 

redesigned during the year to include contact details for 

the nationwide network of CICs as well as Oasis. These 

mailshots have been found to be very effective as a means 

of ensuring greater national awareness of the service, and 

maintaining a steady flow of calls. 

Advertising on national radio also proved effective at 

raising awareness of the service. The CIPS radio ad, 

designed to highlight the lo-call number but including 

reference to the other channels (CICs and Oasis), was 

broadcast nationally for one week in every month of the 

year. A limited amount of advertising was undertaken 

through the national tabloid press. 

Press releases received a good amount of coverage in the 

press, and a press release designed to raise awareness of 

the entitlement to vote was also given coverage on TV3. 

A nationwide poster campaign was carried out and more 

than 6,000 posters were distributed to a variety of 

locations including Social Welfare Offices, hospitals, 

doctors’ surgeries, credit unions, Travellers organisations, 

disability organisations and FÁS offices. 

Cur Chun Cinn agus Fógraíocht 

Caithfear feasacht faoin tSeirbhís Ghutháin um Eolas do 

Shaoránaigh a mhéadú chun a húsáid agus a rathúnas a 

chinntiú. I 2004 fuair 700,000 teaghlach bileog ag cur an 

CIPS chun cinn trí chor poist díreach. Athdhearadh an 

bhileog i rith na bliana agus cuireadh sonraí teagmhala don 

líonra naisiúnta d’Ionaid Eolais do Shaoránaigh agus do 

Oasis uirthi. Tá na cora poist seo an-éifeachtach mar 

bhealach chun daoine ar fud na tíre a chur ar an eolas 

faoin tseirbhís, agus sruth rialta glaonna a chinntiú. 

D’éirigh go maith le fógraíocht ar raidió naisiúnta feasacht 

faoin tseirbhís a mhéadú freisin. Craoladh fógra raidió na 

CIPS, a dearadh chun aird a dhíriú ar an uimhir lóghlao ach 

a rinne tagairt do na bealaí eile freisin (Ionaid Eolais do 

Shaoránaigh agus Oasis), go naisiúnta ar feadh seachtain 

amháin i ngach mí den bhliain. Rinneadh roinnt 

fógraíochta sa phreas naisiúnta tablóideach. 

Fuair preasráitis tuairisciú maith sa phreas, agus fuair 

preasráiteas a dearadh chun feasacht faoi theidlíocht 

vótála a mhéadú clúdach maith ar TV3. 

Cuireadh feachtas naisiúnta póstaer i bhfeidhm agus 

dáileadh 6,000 póstaer ar shuímh éagsula, lena n-áirítear 

Oifigí Leasa Shóisialaigh, ospidéil, seomraí comhairle 

dochtúirí, cumainn chreidmheasa, eagraíochtaí an Lucht 

Síúil, eagraíochtaí míchumais agus oifigí FÁS. 

Images from the animated TV advertisement which ran on RTE1 and RTE2 

Íomhánna ón bhfógra beochana teilifíse a craoladh ar RTÉ1 agus RTÉ2 


Gníomhaíocht Shóisialta Pholaitiúil 

Chuir an CIPS 86 aighneacht faoi bheartas sóisialta faoi 

bhráid Chomhairle i 2004, agus iad bunaithe ar 

cheisteanna a d’ardaigh daoine a ghlaoigh ar an tseirbhís. 

Bhain cuid mhaith de na haighneachtaí seo le ceisteanna 

fostaíochta, ach go háirithe le hoibrithe páirtaimseartha a 

raibh deacrachtaí acu a gcuid teidlíochtaí saoire a fháil. 

Shonraigh CIPS cuid mhaith ceisteanna a bhain le daoine 

ag aistriú ó cheantar amháin boird sláinte go dtí ceantar 

eile a bheith ag cailleadh sochar mar chárta leighis nó 

liúntas cíosa de bharr easpa comhsheasmhachta i dtástáil 

acmhainne agus soláthar seirbhisí i gceantair éagsúla. 

Gníomhaíocht Abhcóideachta 

De bharr gur seirbhís ghutháin í go príomha, is é sin a 

shocraíonn teorainneacha seirbhisí abhcóideachta CIPS. 

Tugtar tacaíocht ar an nguthán do chliaint trí eolas agus 

comhairle a thabhairt dóibh le go bhféadfaidís 

abhcóideacht a dhéanamh ar a son féin. Más gá é, áfach, is 

féidir le CIPS tacú le cliant trí ghlao gutháin a dhéanamh 

nó litir a scríobh ar a son. 

Fuair roinnt cliant ar tugadh tacaíocht dóibh torthaí 

dearfacha ó achomhairc leasa shóisialaigh agus iarratais ar 

Sheirbhís na gCoimisinéirí Cearta. I 2004, thacaigh CIPS le 

fostaí amháin nach bhfuair aon sochar saoire óna fhostóir 

chun éileamh a thabhairt faoi bhráid Sheirbhís na 

gCoimisinéirí Cearta. Bronnadh suim airgid air a bhí 

comhionann le saoire bhliantúil ar feadh trí bliana. 

Social Policy Activity 

CIPS made 86 social policy returns to Comhairle in 2004, 

based on issues which were raised by callers to the service. 

A significant number of these returns involved 

employment issues, in particular part-time workers 

experiencing difficulty in obtaining holiday entitlements. 

CIPS also identified a considerable number of issues for 

people moving from one health board area to another and 

losing benefits such as a medical card or rent allowance 

due to a lack of consistency in means tests and service 

provision throughout the different areas. 

Advocacy Activity 

The boundaries of the CIPS advocacy service are determined 

by the fact that it is primarily a telephone service. Clients are 

supported over the phone to advocate on their own behalf 

through the provision of information and advice. Where 

necessary, however, CIPS can support a client by making a 

phone call or writing a letter on their behalf. 

A number of clients were supported with a positive 

outcome in making social welfare appeals and applications 

to the Rights Commissioner Service. In 2004, one 

employee who had never received the benefit of paid 

annual leave from his employer was supported by CIPS in 

taking a claim to the Rights Commissioner Service. He was 

awarded the financial equivalent of three years’ worth of 

annual leave. 


27

4.4 Training Services 

Comhairle provides training services nationwide to CICs, 

CIPS, and other voluntary and statutory bodies to enhance 

their information-provision capabilities. Comhairle is also 

responsible for providing training services to the Money 

Advice and Budgeting Service (MABS). 

The central Training and Development Service focuses on 

establishing standards in training delivery and content, while 

Regional Training Executives within Comhairle’s regions are 

responsible for the delivery of training nationally. 

Training Programmes 

Comhairle’s training calendar is delivered according to the 

academic year, from October to May. As a result, two 

calendars of training events covered the period of 2004. 

The first covered the period from January to May 2004 

and comprised 40 training events nationwide. Thirty-five 

further events took place nationally between October and 

December during the second training programme. A total 

of 1,024 people attended the training events, representing 

a wide range of organisations including CICs, MABS, 

statutory and voluntary agencies. 

Topics included the areas of information, legal matters, 

interpersonal skills, and management and organisation 

skills. The events were open to those involved in 

organisations providing social service information to the 

public and to those involved in managing and developing 

voluntary organisations. 

4.4 Seirbhísí Oiliúna 

Cuireann Comhairle seirbhísí oiliúna ar fáil ar fud na tíre 

d’Ionaid Eolais do Shaoránaigh, Sheirbhísí Ghutháin um 

Eolas do Shaoránaigh agus do chomhlachtaí deonacha 

agus reachtúla eile chun a gcumas soláthair eolais a 

fheabhsú. Tá Comhairle freagrach chomh maith as 

seirbhísí oiliúna a chur ar fáil don tSeirbhís Comhairle 

Airgid agus Buiséadaithe. 

Díríonn an tSeirbhís Oiliúna agus Forbartha lárnach ar 

chaighdeáin a bhunú maidir le hábhar agus soláthar 

oiliúna, agus tá Feidhmeannaigh Oiliúna Réigiúnacha i 

gceantair Chomhairle freagrach as oiliúint a sholáthar 

go naisiúnta. 

Cláir Oiliúna 

Cuirtear féilire oiliúna Chomhairle i bhfeidhm de réir na 

bliana acadúla, ó Dheireadh Fómhair go dtí Bealtaine. Dá 

bharr sin, chlúdaigh dhá fhéilire d’imeachtaí oiliúna an 

bhliain 2004. Chlúdaigh an chéad cheann an tréimhse ó 

Eanáir go dtí Bealtaine 2004 agus bhí 40 imeacht oiliúna 

ar fud na tíre ann. Eagraíodh cúig imeacht is tríocha eile ar 

fud na tíre ó Dheireadh Fómhair go dtí Nollaig le linn an 

dara clár oiliúna. D’fhreastail 1,024 duine san iomlán ar na 

himeachtaí oiliúna, agus iad ag teacht ó réimse leathan 

eagraíochtaí lena n-áirítear Ionaid Eolais do Shaoránaigh, 

an tSeirbhís Comhairle Airgid agus Buiséadaithe, agus 

gníomhaireachtaí reachtúla agus deonacha. 

I measc na hábhair a clúdaíodh bhí na réimsí eolais, cúrsaí 

dlí, scileanna idirphearsanta, agus scileanna bainistíochta 

agus eagrúcháin. Bhí na himeachtaí seo ar fáil do dhaoine 

in eagraíochtaí a sholáthraíonn eolas ar sheirbhisí sóisialta 

don phobal agus dóibh siúd atá ag bainistiú agus ag 

forbairt eagraíochtaí deonacha. 

Training Programme 2004-2005 


Clár do Sholáthraithe Eolais 

Is éard atá i gClár Chomhairle do Sholáthraithe Eolais 

freisin ná dhá mhodúl atá deimhnithe ag Comhairle na 

nDámhachtainí Breisoideachais agus Oiliúna ag leibhéal 6 i 

gcreat Údarás Náisiúnta Cáilíochtaí na hÉireann. 

Thosaigh an chéad chúrsa i nDeireadh Fómhair 2003, ag 

úsáid áiseanna Choláiste Náisiúnta na hÉireann, agus 

cuireadh i gcrích é i mBealtaine 2004. Bronnadh 

deimhnithe Chomhairle na nDámhachtainí Breisoideachais 

agus Oiliúna ar sheacht n-oiliúnaí déag ag searmanas 

bronnta i mí na Samhna 2004. 

Tar éis gur éirigh leis an gcéad chúrsa, cuireadh tús le dhá 

chúrsa eile i 2004. Tá an chéad chúrsa á mhúineadh i 

gColáiste Náisiúnta na hÉireann. Tá an dara cúrsa á 

sheachadadh san Uaimh i gcomhpháirtíocht le Seirbhís 

Eolais do Shaoránaigh Chontae na Mí agus Coláiste 

Gairmoideachais Chontae na Mí.Cláraíodh caoga is a dó 

oiliúnaí ón dá chúrsa le Comhairle na nDámhachtainí 

Breisoideachais agus Oiliúna le haghaidh dámhachtainí i 

2005; tháinig siad ó réimse eagraíochtaí lena n-áirítear 

Ionaid Eolais do Shaoránaigh, an tionscadal Borderwise, 

grúpaí míchumais, grúpaí óige, grúpaí pobail áitiúla, agus 

eagraíochtaí náisiúnta pobail. 

Information Providers Programme 

The Comhairle Information Providers Programme now also 

consists of two modules accredited by FETAC at level 6 in 

the National Qualifications Authority of Ireland framework. 

The first programme commenced in October 2003, using 

the facilities of the National College of Ireland, and was 

successfully completed in May 2004. Seventeen learners 

were awarded with FETAC certificates at a presentation day 

held in November 2004. 

Following the success of the first programme, two further 

courses commenced in 2004. The first course is being 

delivered in the National College of Ireland. The second 

course is being delivered in Navan in partnership with 

Co. Meath CIS and Co. Meath VEC. Fifty-two learners 

from both courses were registered with FETAC for awards 

in 2005; they represented a range of organisations 

including CICs, the Borderwise project, disability groups, 

youth groups, local community groups, and national 

voluntary organisations. 

Leonie Lunny, Chief Executive, and Tom 

Daly, Chair, with some of the recipients of 

FETAC awards 

Leonie Lunny, Príomhfheidhmeannach, 

agus Tom Daly, Cathaoirleach, le roinnt 

d’fhaighteoirí na ndámhachtainí FETAC 


29

Distance Learning Manual for Information Providers 

Work continued in 2004 on the distance learning version 

of the Information Providers Programme. This is due to be 

launched in 2005. This initiative reflects the growing 

requirement for more flexible modes of training delivery – 

providing greater choice to learners while at the same time 

maintaining high standards of quality. 

Research into IT Skills 

In 2004, two reports were produced on information 

technology (IT) skills in CICs. The research was carried out 

in the context of: 

• An environment exposed to rapid rates of change 

• The increasingly complex range of queries faced by 

information providers 

• The increasing importance of the Internet as a source 

of information 

The reports provided Comhairle with extensive quantitative 

and qualitative information on the level of IT skills in CICs. 

They are being used to develop an overall training strategy 

and specific training programmes in IT skills. 

Training Grant Fund 

The Training Grant Fund continued to fund applicant 

organisations from CICs, MABS, and the wider community 

and voluntary sector. Successful applicants received funds 

for a range of training-related events. Twenty-five 

organisations received a training grant in 2004. 

Lámhleabhar Cianfhoghlama do Sholáthraithe Eolais 

Lean obair ar aghaidh i 2004 ar an leagan cianfhoghlama 

den Chlár do Sholáthraithe Eolais. Seolfar seo i 2005. 

Léiríonn an tionscnamh seo an t-éileamh méadaithe ar 

mhodhanna níos solúbtha chun oiliúint a sholáthar – a 

thabharfaidh rogha níos fearr d’oiliúnaithe agus ag an am 

ceánna ag cothabháil caighdeán ard cáilíochta. 

Taighde i Scileanna Theicneolaíocht na Faisnéise 

I 2004 cuireadh dhá thuairisc amach ar scileanna 

theicneolaíocht na faisnéise in Ionaid Eolais do 

Shaoránaigh. Ba é seo comhthéacs na taighde: 

• Timpeallacht an-athraitheach 

• An réimse fiosruithe a mbíonn ar sholáthraithe eolais plé 

leo atá ag éirí níos casta 

• Tábhacht mhéadaithe an Idirlín mar fhoinse eolais 

Thug na tuairiscí eolas cuimsitheach cainníochta agus 

cáilíochta ar leibhéal scileanna theicneolaíocht na faisnéise 

sna hIonaid Eolais do Shaoránaigh. Tá feidhm á baint astu 

chun straitéis oiliúna iomlánach agus sainchláir oiliúna i 

scileanna theicneolaíocht na faisnéise a chur chun cinn. 

Ciste Deontais Oiliúna 

Lean an Ciste Deontais Oiliúna de bheith ag tabhairt 

maoinithe d’eagraíochtaí bainteach le hIonaid Eolais do 

Shaoránaigh, leis an tSeirbhís Comhairle Airgid agus 

Buiséadaithe agus leis an earnáil phobail agus dheonach. 

Fuair iarrthóirí ar éirigh leo maoiniú i gcomhair réimse 

imeachtaí oiliúna. Fuair cúig eagraíocht is fiche deontas 

oiliúna i 2004. 

Training Attendees by Organisation Type 

Freastalaithe Oiliúna trí Chineál Eagraíochta 

CICs 

MABS 

Statutory 

Reachtúil 

National Voluntary 

Deonach Náisiúnta 

Community Based 

Pobalbhunaithe 

Youth 

Daoine Óga 

Unemployed 

Dífhostaithe 

Disability Organisation 

Eagraíocht Míchumais 


Oiliúint ar Chomhairle Airgid agus an tSeirbhís 

Oideachais Phobail 

Tá an tSeirbhís Comhairle Airgid agus Oideachais Phobail i 

gComhairle freagrach as oiliúint agus tacaíocht a chur ar 

fáil don fhoireann agus do na coistí bainistíochta i 52 

Seirbhís Comhairle Airgid agus Buiséadaithe. Tá clár oiliúna 

na Seirbhíse Comhairle Airgid agus Buiséadaithe ar fáil do 

230 ball den fhoireann agus do bhaill de na coistí 

bainistíochta. Cuireadh daichead is a haon cúrsa in dhá 

chlár oiliúna i bhfeidhm i rith na bliana. 

Ina theannta sin tugadh oiliúint ionduchtúcháin do 

chomhairleoirí nua airgid. Tugadh oiliúint shaincheaptha 

chomh maith do choistí bainistíochta agus tugadh 

oideachas pobail nuair a bhí éileamh air. I bhFómhar 2004, 

chuir Comhairle tús le Clár Oiliúna struchtúrtha trí bliana 

do Chomhordaitheoirí Comhairle Airgid, a thabharfar i 

bhfoirm mhodúlach. 

Forbairtí Nua 

Comhlacht nua is ea Money Advice and Budgeting Service 

National Development Limited (MABSndl). Bunaíodh é 

chun riachtanais fhoireann agus bhainistíocht na Seirbhíse 

Comhairle Airgid agus Buiséadaithe a shásamh maidir le 

seirbhís comhairle airgid agus buiséadaithe neamhspleách, 

shaor agus rúnda a chur ar fáil go naisiúnta, go réigiúnach 

agus go háitiúil. Tá ionadaíocht ag Comhairle ar Bhord 

na Stiurthóirí. 

Leathnaíodh an Painéal Tacaíochta Teicniúil a sholáthraíonn 

saineolas d’fhoireann chomhairle airgid, agus anois tá tríur 

Oifigeach Náisiúnta Forbartha aige. Tá na hoifigigh 

freagrach as tacaíocht theicniúil chun tabhairt faoi na 

ceisteanna airgid agus fiachais a gcaitheann an tseirbhís 

Comhairle Airgid agus Buiséadaithe agus a cliaint deileáil 

leo agus atá ag éirí níos casta i rith an ama. 

Cuireadh dhá eagrán de Current Account amach i 

bhFeabhra agus i Meán Fómhair agus tosaíodh ar an obair 

ar Handbook for MABS Management Committees. 

Money Advice Training and Community 

Education Service 

The Money Advice Training and Community Education 

Service in Comhairle has responsibility for the provision of 

training and support for staff and the management 

committees of 52 Money Advice and Budgeting Services 

(MABS). The MABS training programme is available to 230 

staff and members of management committees. Forty-one 

courses were delivered in two training programmes 

throughout the year. 

In addition, induction training was provided to new money 

advisers. Tailored training was also delivered to 

management committees and community education was 

delivered on request. In autumn 2004, Comhairle initiated 

a three-year structured Money Advice Co-ordinator 

Training Programme which will be delivered in a 

modular format. 

New Developments 

Money Advice and Budgeting Service National 

Development Limited (MABSndl) is a new company. It was 

established to support the needs of MABS staff and 

management nationally, regionally and locally in the 

provision of an independent, free and confidential money 

advice and budgeting service. Comhairle is represented on 

the Board of Directors. 

The Technical Support Panel, which provides specialised 

expertise to money advice staff, was expanded to include 

three National Development Officers. The officers are 

responsible for casework technical support to address the 

increasingly complex money and debt issues faced by 

MABS and their clients. 

Two editions of Current Account were produced in 

February and September and work began on a Handbook 

for MABS Management Committees. 

Current Account 


31

4.5 Advocacy Services 

Advocacy is closely linked to information provision and is a 

natural extension of the information and advice services 

provided by Comhairle. Definitions of advocacy include: 

actively supporting a cause or issue; speaking in favour of; 

recommending, supporting or defending; arguing for 

oneself or on behalf of another. 

Comhairle (Amendment) Bill 2004 

Comhairle’s advocacy role has been growing in recent 

years, and the publication of the Comhairle (Amendment) 

Bill in 2004 outlines a further expansion of that role. The 

bill, which was published at the same time as the Disability 

Bill, proposes a significant extension to Comhairle’s 

function in respect of advocacy services. 

The bill envisages advocacy services as “supporting people 

with disabilities to identify and understand their needs and 

options, and secure their entitlements to social services”. 

Social services are broadly defined and include health, 

social welfare, education, family support, housing, 

taxation, citizenship, consumer matters, employment and 

training. The bill proposes giving Comhairle a remit to 

provide or support the provision of an advocacy service 

for those qualifying as having a disability. 

Developing an Advocacy Service for 

People with Disabilities 

In preparation for the new legislation, Comhairle 

commissioned research from Goodbody Economic 

Consultants. Mary Coughlan T.D., former Minister for Social 

and Family Affairs, launched Developing an Advocacy 

Service for People with Disabilities in July 2004. This report 

discusses the issues involved in providing an advocacy 

service for people with disabilities and the best strategy for 

Comhairle in initiating such a service. It suggests a threestranded 

service under the following headings: 

1. A Personal Advocacy Service run directly by Comhairle. 

This service would have a Director reporting directly to 

the CEO of Comhairle. It would also have personal 

advocates with three main roles: to assist, support and 

represent clients in applying for and obtaining a social 

service; to pursue any right of review or appeal on 

behalf of the client; and to provide support and training 

to the client and their family or carer. 

4.5 Seirbhísí Abhcóideachta 

Tá dlúthbhaint ag an abhcóideacht le soláthar eolais agus 

agus leathnú nadúrtha de na seirbhísí eolais agus comhairle a 

chuireann Comhairle ar fáil. Déantar abhcóideacht a 

shainmhíniú mar seo: Tacú go gníomhach le cúis nó le 

saincheist; ag labhairt i bhfábhar ruda; moladh, tacaíocht nó 

cosaint a thabhairt; argóint a dhéanamh ar do shon féin nó 

ar son duine eile. 

An Bille Chomhairle (Leasú) 2004 

Tá ról abhcóideachta Chomhairle ag méadú le blianta beaga 

anuas, agus déanann an Bille Chomhairle (Leasú) , 

a foilsíodh i 2004, an leathnú breise ar an ról sin a leagan 

amach. Molann an Bille, a foilsíodh ag an am ceánna leis an 

mBille Míchumais, leathnú suntasach ar fheidhm Chomhairle 

maidir le seirbhísí abhcóideachta. 

Samhlaíonn an Bille seirbhísí abhcóideachta mar sheirbhisí 

“a chuidíonn le daoine a gcuid riachtanas agus roghanna a 

shonrú agus a thuiscint, agus lena dteidliochtaí do sheirbhísi 

sóisialta a chinntiú”. Déantar seirbhísí sóisialta a shainiú go 

leathan agus áirítear leo an tsláinte, leas sóisialach, 

oideachas, tacaíocht teaghlaigh, saoránacht, cúrsaí 

tomhaltóirí, fostaíocht agus oiliúint. Molann an Bille go 

dtabharfaí mar chúram do Chomhairle seirbhís abhcóideachta 

do dhaoine a nglactar leis go bhfuil siad faoi mhíchumas a 

chur ar fáil nó tacaíocht a thabhairt dá gcur ar fáil. 

Seirbhís Abhcóideachta a Fhorbairt do 

Dhaoine le Míchumais 

Mar ullmhúchán don reachtaíocht nua, choimisiúnaigh 

Comhairle taighde ó Goodbody Economic Consultants. 

Sheol Máire Ní Chochláinn T.D., a bhí ina hAire Gnóthaí 

Sóisialacha agus Teaghlaigh ag an am, Developing an 

Advocacy Service for People with Disabilities i mí Iúil 2004. 

Pléann an tuarascáil seo na ceisteanna a bhaineann le 

seirbhís abhcóideachta a chur ar fáil do dhaoine le 

míchumais agus an cur chuige is fearr do Chomhairle i 

dtaca lena leithéid de sheirbhís a chur i ngníomh. Molann 

sí seirbhís le trí shraith faoi na ceannteidil seo: 

1. Seirbhís Abhcóideachta Pearsanta stiúrtha go díreach 

ag Comhairle. Bheadh Stiurthóir ag an tseirbhís seo a 

bheadh faoi cheannas Oifigeach Príomhfheidhmiúcháin 

Chomhairle. Bheadh abhcóidithe pearsanta aici chomh 

maith a mbeadh trí phríomhról acu: cuidiú le cliaint, iad 

a thacú agus a ionadú agus iad ag cur isteach ar 

sheirbhís shóisialta agus á fáil; aon cheart ar 

athbhreithniú nó achomharc a ghníomhú ar son an 

chliaint; tacaíocht agus oiliúint a thabhairt don chliant 

agus dá chlann nó dá chúramóir. 


Mr Bernard Feeney (L), Goodbody Economic Consultants, pictured with the former Minister for Social and Family Affairs, Mary 

Coughlan T.D., and Tom Daly, Chair, at the launch of Developing an Advocacy Service for People with Disabilities 

An tUas. Bernard Feeney (ar Clé), Goodbody Economic Consultants, sa phictiúr leis an Aire Gnóthaí Sóisialacha agus Teaghlaigh ag an am, 

Máire Ní Chochláinn T.D., agus Tom Daly, Cathaoirleach, ag an tseoladh de Developing an Advocacy Service for People with Disabilities 

2. Clár tacaíochta don abhcóideacht thar ceann na hearnála 

pobail agus deonaí. 

3. Clár Cuairteoirí Pobail le haghaidh daoine in ionaid 

chónaithe fadtéarmacha. 

Tá sé ar intinn ag Comhairle Sraith 2 a chur chun cinn ar 

dtús chun seirbhisí abhcóideachta a bhunú ag an leibhéal 

áitiúil agus pobail. Tabharfaidh Comhairle maoiniú agus 

tacaíochtaí eile do thionscadail éagsúla á cur i bhfeidhm ag 

eagraíochtaí éagsula bainteach le míchumas ar fud na tíre. 

Cuirfear Seirbhís Abhcóideachta Pearsanta (Sraith 1) i 

bhfeidhm faoi cheann dhá bhliain. Is cosúil go mbeidh sí 

ag plé le cásanna níos casta nár réitíodh áit ar bith eile. 

Déanfar an Clár Cuairteoirí Pobail (Sraith 3) a chur chun 

cinn níos deireanaí. Cinnteoidh sé go mbeidh teagmháil 

rialta ag daoine i seirbhísí cónaithe, a d’fhéadfadh a 

bheith in ann nó gan bheith in ann gearáin fhoirmiúla 

a dhéanamh nó ceisteanna a ardú, le deonaí 

seachtrach neamhspleách. 

2. A programme of support for community and voluntary 

sector advocacy. 

3. A Community Visitors Programme for people in 

long-stay residential centres. 

Comhairle intends to develop Strand 2 first in order to 

set up advocacy services at local and community level. 

Comhairle will fund and provide other supports for a 

variety of projects from different organisations across a 

range of disabilities throughout the country. 

Comhairle’s Personal Advocacy Service (Strand 1) 

will be put in place two years later. It will probably deal 

with more complex cases which may not have been 

resolved elsewhere. 

The Community Visitors Programme (Strand 3) will also be 

developed later. It will ensure that people in residential 

services, who may not be able to make formal complaints 

or raise issues, have regular contact with an outside 

independent volunteer. 


33

Support for Voluntary and Community Groups 

Comhairle has traditionally funded and supported a 

number of advocacy projects in the community and 

voluntary sectors at both central and regional level. These 

projects are targeted at people who are socially excluded, 

particularly people with disabilities but also Travellers and 

older people. 

In preparation for the type of advocacy proposed in the 

new legislation, Comhairle also provided funding during 

2004 under a special budget to three advocacy projects for 

people with disabilities. They were: 

• The Brothers of Charity advocacy project, to develop a 

citizen advocacy service for people with learning 

disabilities in a residential setting in Limerick. Limerick 

CIS is also participating in this project. 

• The NEHB/namhi advocacy project, to provide an 

advocate for people with challenging behavioural and 

learning disabilities in the NEHB region. 

• Cheshire Ireland, to develop an advocacy scheme for 

people with physical disabilities in or moving from a 

Cheshire service in Dublin. 

One of the aims of these projects is to identify effective 

models of advocacy which could be provided by voluntary 

and community groups within the disability sector. 

Detailed evaluation of these projects will be undertaken in 

order to assess their effectiveness. 

Tacaíocht do Ghrupaí Deonacha agus Pobail 

Go traidisiúnta thug Comhairle maoiniú agus tacaíocht do 

roinnt tionscadal abhcóideachta sna hearnálacha pobail 

agus deonacha go lárnach agus go réigiúnach. Tá na 

tionscadail seo dírithe ar dhaoine atá eisiata go sóisialta, 

ach go háirithe ar dhaoine le míchumais agus ar an Lucht 

Síúil agus ar sheandaoine. 

Mar ullmhúchán don chineál abhcóideachta molta sa 

reachtaíocht nua, mhaoinigh Comhairle trí thionscadal le 

haghaidh daoine faoi mhíchumas i 2004 faoi bhuiséad 

speisialta. Ba iad na tionscadail seo: 

• Tionscadal abhcóideachta na mBráithre Carthanachta, 

chun seirbhís abhcóideachta saoránach i gcomhair 

daoine le míchumais fhoghlama a fhorbairt i suíomh 

cónaithe i Luimneach. Tá Seirbhís Eolais do Shaoránaigh 

Luimnigh rannpháirteach sa tionscadal seo. 

• Tionscadal abhcóideachta Bhord Sláinte an 

Oirthuaiscirt/namhi, chun abhcóidí a chur ar fáil do 

dhaoine ar a bhfuil míchumais iompair agus foghlama 

dúshlánacha acu i réigiún Bhord Sláinte an Oirthuaiscirt. 

• Chesire Ireland, chun scéim abhcóideachta a chur chun 

cinn do dhaoine faoi mhíchumas fisiciúil agus iad ag cur 

fúthu i seirbhís Chesire i mBaile Átha Cliath nó dá fágáil. 

Ar cheann d’aidhmeanna na dtionscadal seo atá samhlacha 

éifeachtacha abhcóideachta a shainaithint a d’fhéadfadh 

grúpaí deonacha agus pobal in earnáil an mhíchumais a 

chur ar fáil. Déanfar measúnú mionsonraithe ar na 

tionscadail seo chun a n-éifeachtacht a mheas. 

Advocacy…actively supporting a cause or 

issue; speaking in favour of; recommending, 

supporting or defending... 

Abhcóideacht…tacú go gníomhach le cúis 

nó le saincheist; ag labhairt i bhfábhar ruda; 

moladh, tacaíocht nó cosaint a thabhairt... 


At the launch of the Advocacy Studies Course in Dublin Castle (L- R) Ivor Callely T.D., Minister of State; Niall Crowley, CEO, Equality 

Authority; Leonie Lunny, Chief Executive; and Dr Richard Thorn, IT Sligo 

Ag an seoladh den gcúrsa Stadéir Abhcóideachta i gCaisleán Bhaile Átha Cliath (ó chlé go deis) Ivor Callely T.D., An tAire Stáit; Niall 

Crowley, OPF, An tÚdarás Comhionannais; Leonie Lunny, Príomhfheidhmeannach; agus an Dr Richard Thorn, IT Shligigh 

Abhcóideacht i líonra na n-Ionad Eolais 

do Shaoránaigh 

I gcomhthéacs na nIonad Eolais do Shaoránaigh is éard atá 

i gceist le habhcóideacht ná cuidiú le daoine a gcuid 

teidlíochtaí a fháil agus eolas casta a thuiscint. Tugann 

formhór na n-oifigeach eolais tacaíocht bhunúsach do 

chliaint trí chuidiú leo iarratais a dhéanamh ar leas 

sóisialach agus ar liúntais eile, ach chomh maith leis sin 

cuidíonn siad le cliaint achomhairc a dhéanamh i réimsí an 

leasa shóisialaigh, an chomhionannais agus na fostaíochta. 

Tar éis thuarascáil an chomhghrúpa oibre Chomhairle/CIC 

agus foilsiú na tuarascála The Jigsaw of Advocacy i 2003, 

tá abhcóideacht sna hIonaid Eolais do Shaoránaigh á 

feabhsú ag dhá thionscadal abhcóideachta a bunaíodh i 

mBaile Átha Cliath Thiar (CIC Chluain Dolcáin, CIC Bhaile 

Formaid agus CIC Thamhlacht) agus san oirdheisceart (CIC 

na hUaimhe agus na Mí, CIC an Lú agus CIC 

Mhuineacháin). Comhpháirtíocht de thrí Sheirbhís Eolais 

do Shaoránaigh is ea gach tionscadal. Tá Oifigeach 

Abhcóideachta fostaithe chun cúnamh agus oiliúint a 

thabhairt d’fhoireann eile maidir le seirbhísí abhcóideachta 

a chur ar fáil agus cumas na Seirbhísí Eolais do 

Shaoránaigh seirbhísí abhcóideachta a sholáthar a chur 

chun cinn. Cuideoidh na tionscadail le creat naisiúnta 

abhcóideachta a chur ar aghaidh. 

Advocacy within the CIC network 

Within a CIC context, advocacy entails helping people to 

obtain their entitlements and negotiate complex 

information. Most information officers offer basic advocacy 

to clients in terms of helping them with applications for 

social welfare and other allowances, but they also assist 

clients with appeals in the areas of social welfare, equality 

and employment. 

Following the report of the joint Comhairle/CIC working 

group and the publication of The Jigsaw of Advocacy 

report in 2003, advocacy within the CICs is being 

enhanced by two pilot advocacy projects which were 

established in Dublin West (Clondalkin CIS, Ballyfermot CIS 

and Tallaght CIS) and the North East (Navan and Meath 

CIS, Louth CIS and Monaghan CIS). Each project is a 

partnership of three CISs. An Advocacy Resource Officer 

(ARO) is employed to assist and train other staff in the 

provision of advocacy services and to develop the capacity 

of the CISs to provide advocacy services. The projects will 

contribute to the development of a national framework 

model of advocacy. 


35

Advocacy Training 

Providing effective advocacy services relies on having 

well-trained advocacy workers. Comhairle is addressing 

this need in several ways, including providing awareness 

sessions for CICs as well as formal training events. The 

accredited Information Providers Programme run by 

Comhairle includes an advocacy module. 

Higher Certificate in Humanities (Advocacy Studies) 

Because of the need to expand training resources at third 

level, Comhairle, in partnership with the Equality Authority 

and Sligo Institute of Technology, developed an innovative 

advocacy course which was launched in November 2004 by 

Minister of State, Ivor Callely T.D. 

This new advocacy course is accredited at HETAC 

National Certificate level and is delivered by distance 

learning, supplemented by a number of seminars in either 

Dublin or Sligo. The material was developed in 

consultation with a steering group drawn from the 

voluntary and community sector. 

Comhairle provided funding, participated in the steering 

group, developed course materials, assisted with the 

delivery of seminars and has initiated an evaluation 

process. The first 45 students – many from CICs – have 

completed three modules and are due to start the next 

three from February 2005. 

Newsletter 

Because the advocacy area is embryonic and relatively 

small scale, dissemination of information is important as it 

allows people on the ground to both develop and 

contribute to an understanding of advocacy. In 2004, 

Comhairle brought out two issues of Speaking up for 

Advocacy which detailed projects and research relating to 

advocacy in Ireland and further afield. 

Oiliúint Abhcóideachta 

Braitheann soláthar seirbhís abhcóideachta ar oibrithe 

abhcóideachta dea-oilte a bheith ann. Tá Comhairle ag dul 

i ngleic leis an riachtanas seo ar mhórán bealaí, lena 

n-áirítear seisiúin fheasachta a dhéanamh do na hIonaid 

Eolais do Shaoránaigh agus imeachtaí oiliúna foirmiúla a 

éagru. Tá modúl abhcóideachta sa chlár creidiúnaithe do 

Sholáthraithe Eolais á éagru ag Comhairle. 

Ardteastas sna Daonnachtaí (Stáidéir Abhcóideachta) 

Ós rud é gur gá acmhainní oiliúna ag an tríú leibhéal a 

leathnú, d’fhorbair Comhairle i gcomhpháirtíocht leis an 

Údarás Comhionannais agus Insitiúid Teicneolaíochta 

Shligigh cúrsa nuálach san abhcóideacht, a seoladh i mí na 

Samhna 2004 ag Aire Stáit, Ivor Callely T.D. 

Tá an cúrsa nua abhcóideachta seo creidiúnaithe ag 

leibhéal Theastas Náisiúnta Chomhairle na nDámhachtainí 

Ardoideachais agus Oiliúna agus soláthraítear trí 

chianfhoghlaim é, comhlánaithe ag roinnt seimineár i 

mBaile Átha Cliath nó i Sligeach. Forbraíodh ábhar an 

chúrsa i gcomhairle le grúpa stiúrtha ón earnáil dheonach 

agus phobail. 

Thug Comhairle maoiniú, ghlac páirt sa ghrúpa stiúrtha, 

d’fhorbair ábhar an chúrsa, chuidigh leis na seimineáir a 

éagru agus chuir tús le próiseas measúnaithe. Tá trí 

mhodúl déanta ag na chéad 45 mac léinn – cuid mhaith 

díobh as na hIonaid Eolais do Shaoránaigh, agus beidh siad 

ag tosú leis an gcéad trí mhodúl eile ó Fheabhra 2005. 

Nuachtlitir 

De bharr nach bhfuil an abhcóideacht ach ag tosú agus 

gan a bheith á déanamh go forleathan fós, tá sé 

tábhachtach eolas fúithi a scaipeadh, óir ligeann sí do 

dhaoine cur le habhcóideacht agus tuiscint níos fearr a 

chur chun cinn fúithi. D’fhoilsigh Comhairle dhá eagrán de 

Speaking up for Advocacy i 2004, a léirigh na tionscadail 

agus an taighde a bhaineann le habhcóideacht in Éirinn 

agus thar lear. 

Speaking up for Advocacy 


4.6 Comhghrúpaí Oibre 

Tar éis Chomhdháil Náisiúnta Chomhairle i 2001, bunaíodh 

seacht gcomhghrúpa oibre. Bhí ionadaithe ó Ionaid Eolais 

do Shaoránaigh agus ó fhoireann Chomhairle rannpháirteach 

iontu. Ba í aidhm na ngrúpaí seo tabhairt faoi 

shaincheisteanna a bhaineann le forbairt líonra na nIonad 

Eolais do Shaoránaigh. Chuir cúig cinn de na grúpaí a gcuid 

oibre i gcrích agus thuairiscigh siad uirthi i 2003. 

Chríochnaigh an dá ghrúpa eile a gcuid oibre i 2004 agus 

thug a dtuarascáil do Bhord Chomhairle. Tugtar na 

sonraí thíos. 

Earcú Foirne sna hIonaid Eolais do Shaoránaigh 

Go dtí lár na 1990í b’iondúil do na hIonaid Eolais do 

Shaoránaigh seirbhís pháirtaimseartha a chur ar fáil le 

foireann dheonach. Ní ba dhéanaí is amhlaidh atá cuid 

mhaith ionad eolais tosaithe ar seirbhisí a sholáthar ar 

bhonn lánaimseartha agus anois fostaíonn mórán díobh 

foireann ghairmiúil. 

Bhreathnaigh an grúpa oibre ar cheisteanna foirne a bhfuil 

tionchar acu ar sholáthar seirbhíse eolais don phobal, agus 

ar an bhfoireann ghairmiúil a theastaíonn chun seirbhís 

d’ardcháilíocht a chur ar aghaidh. 

Rinne an grúpa oibre moltaí éagsúla: 

• Go ndeánfadh idir fhoireann ghairmiúil agus dheonach 

na seirbhisí a chur ar fáil 

• Go dteastaíonn Bainisteoir Forbartha, Oifigeach Eolais 

agus Riarthóir a earcú chun na seirbhisí nua a fhorbairt 

i gceart 

• Gur gá staideár a choimisiúnú a thabharfadh treoirlínte 

ar leibhéil na foirne, ag cur na bhfachtóirí éagsúla 

san áireamh 

• Gur cóir uirlisí acmhainní daonna a thabhairt do na 

hIonaid Eolais do Shaoránaigh 

• Gur cóir oiliúint bhreise a chur ar fáil do Bhainisteoirí 

Forbartha, Boird Bhainistíochta, fhoireann nua agus 

d’oibrithe deonacha 

4.6 Joint Working Groups 

Following Comhairle’s National Conference in 2001, seven 

joint working groups were established. These comprised 

representatives from both Citizens Information Centres and 

Comhairle staff. The aim of these groups was to address 

specific issues relating to the development of the CIC 

network. Five of the groups completed their work and 

reported in 2003. The two remaining groups completed 

their work in 2004 and reported to the Board of 

Comhairle. Details are outlined below. 

Staffing in Citizens Information Centres 

Until the mid 1990s, CICs typically provided a part-time 

service delivered mainly by volunteers. More recently, 

many CICs have started to deliver services on a full-time 

basis and many now employ paid staff. 

The working group looked at the staffing issues that 

impact on the delivery of an information service to the 

public, and the paid staff required to enable a high-quality 

service to be developed. 

The working group made several recommendations: 

• That services should continue to be developed by a 

mixture of paid staff and volunteers 

• That the successful development of new services 

requires the employment of a Development Manager, 

Information Officer and Administrator 

• That a study should be commissioned to provide 

guidelines on staffing levels, reflecting the different 

factors involved 

• That human resources tools should be provided to CICs 

• That additional training should be made available for 

Development Managers, Boards of Management, new 

staff and volunteers 


37

Quality Service and Standards 

The last of the joint working groups to report examined 

the quality frameworks required to enable the 

development of information services. Its remit was to: 

• Examine existing models of quality service and 

standards, and review the models used by similar 

organisations 

• Draft a set of standards for Citizens Information Services 

• Identify the options for accrediting and implementing 

the standards 

• Identify any supports required by Citizens Information 

Services in order to implement new standards 

The group assessed several quality assurance systems in 

use both in Ireland and the UK. It also studied an IPA 

research report which had assessed systems in seven 

countries worldwide. A set of standards was drafted based 

on this research. This covered four major topics: 

• Service Delivery and Customer Satisfaction 

• Leadership and Governance 

• Operational Management 

• Human Resources 

Standards and associated measures & metrics were 

proposed within each topic. In addition to drafting a set of 

standards, the group outlined three possible options for 

accreditation: accreditation by Comhairle; the 

establishment of a new accreditation committee 

specifically for information provision; or engaging with one 

of the existing national quality assurance bodies. 

The group recommended that the accreditation system 

should be in line with international best practice. It should 

include a self-assessment process prior to application, an 

application form, an external assessment, a site visit and 

feedback report, and an approval award for a specific time 

period. Other recommendations included further analysis 

of the accreditation options, and resource requirements of 

any new systems. 

Seirbhís agus Caighdeáin d’Ardcháilíocht 

Scrúdaigh an comhghrúpa deireanach a thuairsicigh na 

creata cáilíochta a theastaíonn chun forbairt na seirbhísí 

eolais a chumasú. Ba é a chúram: 

• Na samhlacha reatha de sheirbhís agus caighdeáin 

d’ardcháilíocht a scrúdú agus na samhlacha atá á n-úsáid 

ag eagraíochtaí den chineál ceánna a athbhreithniú 

• Sraith caighdeán do Sheirbhísí Eolais do Shaoránaigh 

a dhréachtú 

• Na roghanna maidir le creidiúnú agus cur in bhfeidhm 

na gcaighdeán a shainaithint 

• Aon tacaíochtaí a theastaíonn ó na Seirbhísí Eolais do 

Shaoránaigh chun na caighdeáin nua a chur i bhfeidhm 

a shainaithint 

Mheas an grúpa córais éagsúla um ráthú caighdeáin a 

úsáidtear in Éirinn agus sa Ríocht Aontaithe. Scrúdaigh 

siad chomh maith tuarascáil taighde den Fhoras Riaracháin 

Phoiblí a mheas córais i seacht dtír ar fud an domhain. 

Rinnneadh sraith caighdeán bunaithe ar an taighde seo a 

dhréachtú. Chuimsigh seo ceithre phríomhábhar, mar atá: 

• Seachadadh Seirbhísí agus Sásamh Custaiméirí 

• Ceannaireacht agus Rialachas 

• Bainistiú Oibriúcháin 

• Acmhainní Daonna 

Moladh caighdeáin agus tomhais chomhbhainteacha 

laistigh de gach ábhar. Chomh maith le sraith caighdeán a 

dhréachtú, leag an grúpa trí rogha fhéideartha amach le 

haghaidh creidiúnaithe: creidiúnú ag Comhairle; coiste nua 

deimhnithe a bhunú go sainiúil do sholáthar eolais; nó dul 

i gcomhairle le ceann de na comhlachtaí naisiúnta 

ráthaithe caighdeán atá ann cheana. 

Mhol an grúpa go mbeadh an corás creidiúnaithe ag teacht 

le dea-chleachtas idirnáisiúnta. Ba chóir go mbeadh 

próiseas féin-mheasúnaithe aige a dhéanfaí roimh an 

iarratas, chomh maith le foirm iarratais, measúnú 

seachtrach, cuairt ar an laithreán agus tuarascáil aiseolais, 

agus ceadúnú le haghaidh tréimse ar leith. Áirítear leis na 

moltaí eile anailís eile ar na roghanna creidiúnaithe, agus 

na riachtanais acmhainne a bheadh ag aon chóras nua. 


4.7 Clár Comhairleoirí Sóisialta 

Tugann an Clár Comhairleoirí Sóisialta tacaíocht forbartha 

eagrúcháin don earnáil dheonach agus phobail. Bealach é 

atá éifeachtach ó thaobh costas de agus a ligeann 

d’eagraíochtaí rannpháirteacha dul i gcomhairle le 

comhairleoirí deonacha leis an saineolas gairmiúil ceánna 

maidir le réimse leathan ábhar a bhaineann le pleanáil agus 

le forbairt scileanna. 

I 2004 chuaigh an Clár Comhairleoirí Sóisialta i gcomhairle 

le 40 eagraíocht. D’athraigh cineál agus leibhéal na 

tacaíochta ó eagraíocht go chéile. Ní raibh ach beagán 

comhairle ag teastáil ó roinnt eagraíochtaí, ach i gcásanna 

eile chuaigh dianchlár comhairle chun tairbhe na 

n-eagraíochtaí. Mhéadaigh líon na n-iarratas ar chomhairle 

ó eagraíochtaí lasmuigh de Bhaile Átha Cliath i mbliana, 

arbh iad 43% de na heagraíochtaí rannpháirteacha iad. 

Tháinig ní ba mhó iarratas ó eagraíochtaí pobalbhunaithe, 

agus iad ag lorg comhairle ach go háirithe ar phleanáil 

agus fhorbairt. 

Tá 35 comhairleoir sóisialta ar phainéal comhairleoirí de 

chuid Comhairle. Tá naoi gcinn lonnaithe lasmuigh de 

Bhaile Átha Cliath. Tá forbairt réigiúnach an Chláir 

Comhairleoirí Sóisialta idir lámha faoi láthair, agus tá 

painéal gníomhach de chomhairleoirí sóisialta ag feidhmiú 

thíos i gCorcaigh. Beidh sé seo ina chlár trialach chun 

samhail den dea-chleactas a fhorbairt le go gcuirfear an 

clár chun cinn sna réigiúin sa todhchaí. 

4.7 Social Mentor Programme 

The Social Mentor Programme offers organisational 

development support to the voluntary and community 

sector. It is a cost-effective way for participant 

organisations to engage with volunteer mentors who share 

their professional expertise in a broad range of areas 

specific to planning and skills development. 

In 2004, the Social Mentor Programme engaged with 40 

organisations. The nature and level of support varied from 

organisations requiring limited mentoring support to those 

benefiting from a more intensive mentoring programme. 

This year saw an increase in the number of mentoring 

requests from outside Dublin which represented 42% of the 

total number of participant organisations. There was a 

notable upward trend in the take-up among communitybased 

organisations, with a high level of demand for 

mentoring support with planning and development. 

Comhairle has a membership of 35 social mentors on its 

social mentor panel. Nine are from counties outside Dublin. 

The regional development of the Social Mentor Programme 

is now underway with an active social mentor panel in Cork. 

This will serve as the pilot for the development of a model 

of best practice for the future regional development of 

the programme. 

“three channels for service delivery” 

“trí bhealach chun seirbhísí a sholáthar” 


39

4.8 Cross-Border Integration 

The Borderwise Project is a cross-border information and 

advice project developed in partnership between Comhairle 

and Citizens Advice in Northern Ireland. It is being funded 

by the Community Foundation for Northern Ireland for a 

two-year period under the Peace 2 funding programme. 

The project provides support to CICs and Citizen Advice 

Bureaux (CABx) in border counties in dealing with queries 

of a cross-border nature and in responding to the 

information and advice needs of people adversely affected 

by the ‘Troubles’. 

During 2004, a part-time Project Manager was appointed 

on secondment from Comhairle to Citizens Advice Belfast. 

The three Advice and Information Workers who were 

appointed in 2003 each successfully completed Comhairle’s 

FETAC-accredited Information Providers Training 

Programme in 2004. In turn, two of the Borderwise 

workers delivered their training sessions to CIC personnel in 

Carrickmacross and Donegal Town on the topic of ‘Frontier 

Workers’– i.e. those living on one side of the border and 

working on the other side. 

4.8 Comhtháthú Trasteorann 

Tionscadal trasteorann eolais agus comhairle is ea 

Borderwise, a chuir Comhairle chun cinn i 

gcomhpháirtíocht le Citizens Advice i dTuaisceart Éireann. 

Tá sé á mhaoiniú ag an eagraíocht Community Foundation 

for Northern Ireland ar feadh tréimhse dhá bhliain faoin 

gclár maoinithe Peace 2. Tacaíonn an tionscadal le hIonaid 

Eolais do Shaoránaigh agus leis an mBiuró le haghaidh 

Comhairle do Shaoránaigh (Citizen Advice Bureaux) sna 

contaetha teorann agus iad ag plé le ceisteanna 

trasteorann agus ag freagairt do riachtanais eolais agus 

comhairle daoine a ndeachaigh na ‘Trioblóidí’ i gcion 

go dona orthu. 

Ceapadh Bainisteoir Tionscadail pháirtaimseartha ar iasacht 

ó Chomhairle ar Citizens Advice i mBéal Feirste i rith na 

bliana 2004. D’éirigh leis na triúr Oibrithe Eolais agus 

Comhairle a ceapadh i 2003 an Clár Oiliúna do 

Sholáthraithe Eolais de chuid Chomhairle atá creidiúnaithe 

ag Comhairle na nDámhachtainí Breisoideachais agus 

Oiliúna a chríochnú. Ina dhiaidh sin thug beirt oibrithe 

Borderwise cúrsaí oiliúna do phearsanra Ionaid Eolais do 

Shaoránaigh i gCarraig Mhachaire Rois agus i mbaile Dhún 

na nGall ar an ábhar ‘Oibrithe Teorann’ – is é sin le rá ar 

oibrithe a chonaíonn ar thaobh amháin den teorainn ach a 

oibríonn ar an taobh eile. 

Pictured at the award ceremony for 

successful participants in the Information 

Providers Programme are (L-R) Brenda 

Kearns, Information Worker, Liam 

Murtagh, Project Manager, and 

Bernadine Turley, Information Worker from 

the Borderwise project. 

Sa phicitúr ag an searmanas dámhachtana 

um rannpháirtithe rathúla i gClár na 

Soláthróirí Faisnéise tá (ó chlé go deis) 

Brenda Kearns, Oibrí Faisnéise, Liam 

Murtagh, Bainisteoir Tionscadail, agus 

Bernadine Turley, Oibrí Faisnéise ón 

tionscadal Borderwise. 


Baineann an chuid is mó de na fiosruithe trasteorann le 

ceisteanna leasa shóisialaigh/slándála sóisialta, agus is 

minic a bhíonn fiosruithe ar chúrsaí fostaíochta agus sláinte 

ann freisin. Tagann líon mór fiosruithe ó oibrithe teorann. 

Go minic baineann na fiosruithe seo le dliteanas cánach, 

teidlíochtaí do shochair shláinte, nó faoin tír ar chóir 

éileamh ar shochar teaghlaigh a chur isteach inti. I 2004, 

phléigh an triúr oibrithe Borderwise le beagnach 700 fiosrú 

in aghaidh na míosa. 

Is gnách freisin fiosruithe a fháil ó dhaoine atá ag 

smaoineamh ar aistriú go dtí an taobh eile den teorainn, 

nó a bhfuil a leithéid déanta acu le déanaí. Baineann na 

fiosruithe seo le cé acu an gcaillfear nó an gcoinneofar 

sochair, agus le teidlíocht do sheirbhísí. 

Ghlac foireann Borderwise páirt freisin in abhcóideacht 

trasteorann. Bronnadh aisiocaíochtaí suntasacha mar 

thoradh ar thacaíocht tugtha ag foireann Borderwise in 

imeachtaí achomhairc. 

Cuireadh tús chomh maith le hábhair eolais trasteorann a 

chur le chéile, agus feidhm á baint as saintaithí agus 

saineolas na n-oibrithe Borderwise. Is éard is cuspóir dó ná 

cuid de bhearnaí eolais a chonaic siad agus iad ag freagairt 

na bhfiosruithe trasteorann a líonadh. 

Most cross-border queries relate to social welfare/social 

security issues, with employment and health queries also 

arising frequently. A significant number of queries come 

from frontier workers. Frequently these relate to tax 

liability, health service entitlements and queries regarding 

the jurisdiction from which family payments can be claimed. 

In 2004, the three Borderwise workers dealt with 

approximately 700 queries each month. 

Queries are also common from people who are planning to 

move, or have recently moved, across the border. These 

relate to possible loss/retention of existing benefits, and 

services to which they may be entitled. 

Cross-border advocacy work is also an area in which 

Borderwise staff have been involved. Very significant back 

payments have been awarded as a result of support given 

by Borderwise staff at appeal hearings. 

Work also commenced on compiling a set of cross-border 

information materials utilising the particular experience and 

expertise of the Borderwise workers. It is aimed at 

addressing some of the information gaps identified by them 

when responding to queries that are cross-jurisdictional. 


41

Ag Imirt Tionchair ar 

Bheartas Sóisialta 

Influencing Social Policy 

5.1 Forbhreathnú ar Ról Chomhairle 

Is é an tríú tosaíocht straitéiseach ag Comhairle ná “chun 

tionchar a imirt ar fhorbairtí beartais trí bhéim a leagan ar 

chúram úsáideoirí seirbhísí maidir le héifeachtacht seirbhísí 

sóisialta agus sibhialta”. 

Tá cumas nach beag ag Ionaid Eolais do Shaoránaigh agus 

ag Seirbhís Ghutháin um Eolas do Shaoránaigh le bheith 

bainteach sa phróiseas ceaptha beartais toisc go bhfuil 

eispéireas díreach acu ar thaithí na saoránach ina ngnóthaí 

leis an Stát. Feidhmíonn an t-aiseolas a sholáthraíonn na 

hionaid seo mar luath-tháscaire chun a thaispeáint conas a 

oibríonn beartas ina chleachtas. Tiomsaíonn Comhairle an 

t-aiseolas seo agus déanann sí anailís air agus tuairiscíonn 

don Rialtas faoi thaithí an phobail ar bheartais agus 

ar chleachtais. 

Ba é líon iomlán na dtaifead beartais sóisialta a fuarthas sa 

bhliain 2004 ná 1,649 - méadú de 43% ar fhigiúr na 

bhliana 2003. 

5.1 Overview of Comhairle’s Role 

Comhairle’s third strategic priority is to “influence policy 

developments by highlighting the concerns of service 

users as to the effectiveness of social and civil services”. 

Citizens Information Centres and the Citizens Information 

Phone Service have considerable potential to be involved 

in the process of policy making because they have direct 

knowledge of the experience of citizens in their dealings 

with the State. The feedback provided by CICs and CIPS 

acts as an early indicator to show how policy is working in 

practice. Comhairle collates and analyses this feedback and 

reports to Government on the public experience of policies 

and practices. 

The total number of social policy records received in 2004 

was 1,649 – an increase of 43% on the 2003 figure. 

Social Policy Records Returned 2003-2004 

Taifid Beartais Sóisialta a Seoladh ar Ais 2003-2004 

600 

500 

400 

Number of Records Returned 

Líon na dTaifead ar Ais 

300 

200 

100 

00 

Jan-Mar 

Ean-Már 

Apr-Jun 

Aib-Meith 

Jul-Sep 

Iúil-MFó 

Oct-Dec 

DFó-Noll 

2003 

2004 

Ag Imirt Tionchair ar Bheartas Sóisialta Influencing Social Policy 

43

5.2 Social Policy Submissions and Reports 

A number of reports and submissions were produced 

during the year drawing upon the feedback received from 

CICs and CIPS. 

Submissions 

Submissions were made to the Department of Social and 

Family Affairs Consultation Document on the Study to 

Examine the Future Financing of Long-term Care in 

Ireland, to the Consumer Strategy Group and to the 

Combat Poverty Agency’s Strategic Plan for the three-year 

period 2005-2007. 

Pre-Budget Submission 

2004 was the tenth anniversary of the UN Year of the 

Family. Comhairle’s submission to the Government 

suggested that the Budget 2005 should concentrate on 

the particular challenges faced by families in terms of 

income maintenance, accessing entitlements, supports for 

low-income families, childcare, supports for joint parenting 

and work-life balance. 

The submission also made recommendations in the areas of: 

• Welfare and employment issues relating to 

people with disabilities 

• Medical card entitlements 

• Housing, with particular reference to the problems 

experienced in the private rented sector and access to 

the Disabled Persons’ Grant 

• The experiences of asylum seekers under 

direct provision 

• Employment issues, with particular reference to the 

effective enforcement of employment legislation 

protecting employee rights 

5.2 Aighneachtaí agus Tuairiscí um 

Beartas Sóisialta 

Cuireadh roinnt tuairiscí agus aighneachtaí le chéile i rith 

na bliana a bhain feidhm as an aiseolas a fuarthas ó na 

hIonaid Eolais. 

Moltaí 

Cuireadh aighneachtaí faoi bhráid Cháipéis Chomhairleach 

an Roinn Gnóthaí Sóisialacha agus Teaghlaigh faoin 

Staidéar chun Maoiniú na Todhchaí de chuid an Chúraim 

Fhadtéarmaigh in Éirinn a iniúchadh, don Grúpa Straitéise 

Tomhaltóirí agus don Phlean Straitéiseach de chuid 

Ghníomhaireacht um Chomharc na Bochtaineachta don 

tréimhse thrí bliana idir 2005-2007. 

Aighneacht Réamhcháinaisnéise 

Ba í 2004 an deichiú bliain ó bhí Bliain an Teaghlaigh de 

chuid na Náisiún Aontaithe ann. Mhol aighneacht 

Chomhairle don Rialtas gur cheart go ndíreodh Cáinaisnéis 

2005 ar na dúshláin faoi leith atá os comhair teaghlach 

maidir le cothabháil ioncaim, teidlíochtaí a rochtain, 

tacaíochtaí do theaghlaigh ar ioncam íseal, cúram leanaí, 

tacaíochtaí don chomhthuismitheoireacht agus don 

chothrom idir beatha agus obair. 

Rinne an aighneacht moltaí freisin sna limistéir seo: 

• Saincheisteanna leasa agus fostaíochta a bhaineann le 

daoine le míchumais 

• Teidlíochtaí chárta leighis 

• Tithíocht, le tagairt faoi leith do na fadhbanna a bhí ann 

san earnáil phríobháideach ar cíos agus le rochtain ar 

Dheontas na nDaoine Míchumasaithe 

• Eispéireas an lucht iarrtha tearmainn faoin 

bhforáil dhíreach 

• Saincheisteanna fostaíochta, le tagairt ar Leith 

d’fhorghníomhú éifeachtach reachtaíocht na fostaíochta 

a thugann cosaint do chearta fostaithe 

Helen Lahert (L), Development & Social Policy 

Manager, with Ita Mangan, author of The Medical 

Card Report, at its launch at Dublin City Centre 

Citizens Information Service 

Helen Lahert (ar Clé), Bainisteoir Beartais 

Fhorbartha & Shóisialach, in éineacht le hIta 

Mangan, údar na tuarascála um chárta leighis ag a 

seoladh ag Seirbhís Eolais do Shaoránaigh i Lár 

Chathair Átha Cliath 

44 Influencing Social Policy Ag Imirt Tionchair ar Bheartas Sóisialta

Tuairiscí 

An Cárta Leighis: A bheith in Acmhainn na Sláinte ar 

Ioncam Íseal 

Léirigh an tuairisc seo go bhfuil tábhacht faoi leith ag an 

gcárta leighis do theaghlaigh le leanaí óga acu agus do 

dhaoine le míchumais. Tugadh faoi deara inti go mbíonn 

deacrachtaí ag teaghlaigh agus ag daoine aonair ar ioncam 

íseal, lena n-áirítear roinnt daoine nach bhfuil d'ioncam 

acu ach íocaíochtaí leasa shóisialaigh, cárta leighis a fháil 

nó a choinneáil agus gur gá na treoirlínte ioncaim a 

mhéadú láithreach bonn. 

Cúrsaí Teaghlaigh Deich mBliana ar Aghaidh 

Ullmhaíodh an tuairisc seo mar chomhartha ar chomóradh 

dheich mbliana de Bhliain an Teaghlaigh de chuid na 

Náisiún Aontaithe. D’fhoilsigh an Bord Náisiúnta um 

Sheirbhísí Sóisialta tuarascáil um beartas sóisialta sa bhliain 

1994, bunaithe ar aiseolas ó na hIonaid Eolais. Rinne na 

hathruithe sa bheartas teaghlaigh, sa chomhthéacs 

sóisialta agus sa tacaíocht teaghlaigh a chíoradh ó thuairisc 

na bliana 1994 i leith. 

D’aithin an tuairisc nua seo roinnt saincheisteanna beartais 

– cuid acu cosúil leis na cinn a aithníodh i dtuairisc na 

bliana 1994 agus cuid eile a tháinig aníos ó shin. Ag bun 

na saincheisteanna seo tá an gá le cothrom idir an 

teaghlach agus obair a chothú, tacú le cúram sa bhaile 

agus éiteas na comhthuismitheoireachta a fhorbairt i 

gcomhthéacs réimse de struchtúir theaghlaigh éagsúla 

athraitheacha. 

Reports 

The Medical Card: Affording Health on a Low Income 

This report pointed to the fact that the medical card is of 

particular importance to families with small children and to 

people with disabilities. It noted that families and 

individuals on low incomes, including some people whose 

only income is a social welfare payment, now have 

difficulty getting or keeping a medical card and that the 

income guidelines needed to be increased immediately. 

Family Matters Ten Years On 

This report was prepared to mark the tenth anniversary of 

the UN Year of the Family. The National Social Service 

Board published a social policy report in 1994 based on 

feedback from CICs. Family Matters Ten Years On 

examined the changes in family policy, social context and 

family support needs since the 1994 report. 

This new report identified a number of policy issues – 

some similar to those identified in the 1994 report and 

some which have emerged since. Underlying these issues is 

the need to promote family-and-work balance, to support 

caring in the home and to develop an ethos of joint 

parenting in the context of a range of diverse and 

changing family structures. 

The Medical Card: Affording 

Health on a Low Income 

“highlight the concerns voiced by users” 

“béim a leagan ar bhuairimh úsáideoirí“ 


45

5.3 Other Social Policy Initiatives 

Voice – Influencing Social Policy 

Three issues of Comhairle’s social policy newsletter, Voice, 

were published in 2004. The principal aim of this 

newsletter is to highlight the concerns voiced by the users 

of information services and to report back on how these 

issues are documented as evidence in submissions and 

reports to Government and influence the policy-making 

process at both a local and national level. 

Social Policy Grants 

In 2004, the Social Policy Grants Scheme provided support 

for local social policy initiatives. Grants were awarded to: 

• Newbridge CIC, to assess the level of enforcement of 

employment law in relation to unskilled, semi-skilled 

and non-national employees 

• Forever Fathers in Donegal to examine the social and 

economic poverty experienced by fathers through 

separation, divorce or their unmarried status 

• Clondalkin CIC, to assess the impact of changes in the 

Equal Status Act on Travellers 

• Dublin City Centre CIS, to assess the effect of 

restrictions to the rent supplement scheme 

• Tallaght CIS, to identify query trends and to map 

emerging information needs at a local level 

• Age Action Ireland, to assess the take-up of social 

welfare benefits by older people in Ireland 

• Immigrant Council of Ireland, to launch the publication 

Voice of Immigrants: The Challenges of Inclusion 

5.3 Tionscnaimh Bheartais Sóisialta Eile 

Voice – Ag Imirt Tionchair ar Bheartas Sóisialta 

Foilsíodh trí eagrán de nuachtlitir bheartais sóisialta 

Chomhairle, Voice, sa bhliain 2004. Is é príomhchuspóir na 

nuachtlitreach seo ná chun béim a leagan ar bhuairimh 

úsáideoirí na seirbhísí eolais agus chun tuairisciú ar ais ar 

conas a dhéantar na saincheisteanna seo a cháipéisiú mar 

fhianaise in aighneachtaí agus i dtuairiscí don Rialtas agus 

tionchar a imirt ar an bpróiseas ceaptha beartais ag 

leibhéal áitiúil agus náisiúnta araon. 

Deontais Bheartais Sóisialta 

I 2004, chuir Scéim na nDeontas Bheartais Sóisialta 

tacaíocht ar fáil do thionscnaimh áitiúla maidir le beartas 

sóisialta. Bronnadh deontais ar: 

• Ionad Eolais do Shaoránaigh an Droichid Nua, chun 

leibhéal fhorghníomhú reachtaíocht na fostaíochta i leith 

fostaithe neamhoilte, leathoilte agus neamhnáisiúnta 

a mheas 

• Forever Fathers i nDún na nGall chun an bhochtaineacht 

shóisialta agus eacnamaíochta a bhain le haithreacha 

mar thoradh ar scaradh, colscaradh nó de bharr a stádais 

neamhphósta a iniúchadh 

• Ionad Eolais do Shaoránaigh i gCluain Dolcáin chun 

tionchar na n-athruithe san Acht Comhionannais ar an 

Lucht Siúil a mheas 

• Ionad Eolais do Shaoránaigh i Lár Chathair Átha Cliath 

chun tionchar na srianta leis an scéim forlíonta cíosa 

a mheas 

• Ionad Eolais do Shaoránaigh i dTamhlacht chun treochtaí 

i bhfiosrúcháin a aithint agus chun riachtanais eolais atá 

ag éirí aníos ag an leibhéal áitiúil a mhapáil 

• Aos le Gníomh Éireann, chun glacadh sochar leasa 

shóisialaigh i measc daoine scothaosta in Éirinn a mheas 

• Comhairle Inimirceach na hÉireann, chun an foilseachán 

Voice of Immigrants: The Challenges of Inclusion 

a sheoladh 

Comhairle’s social policy newsletter, Voice 

Nuachtlitir bheartais sóisialta Chomhairle, Voice 

46 Influencing Social Policy Ag Imirt Tionchair ar Bheartas Sóisialta

5.4 Imeachtaí Beartais Sóisialta sna hIonaid 

Eolais do Shaoránaigh 

Chomh maith le soláthar an eolais luachmhair um beartas 

sóisialta do Chomhairle, bhí baint ag go leor Ionad Eolais 

do Shaoránaigh le tionscnaimh bheartais sóisialta ag an 

leibhéal áitiúil. Ina measc seo bhí: 

• Ionad Eolais do Shaoránaigh Dheisceart Chill Dara a 

chuaigh i mbun taighde faoi shaincheisteanna 

reachtaíocht na fostaíochta agus a bhforfheidhmiú 

• Ionad Eolais do Shaoránaigh Chontae na hIarmhí a 

bhunaigh fóram um beartas sóisialta, lena n-áirítear baill 

ó eagraíochtaí deonacha eile 

• Ionad Eolais do Shaoránaigh Chontae Ros Comáin a 

rinne anailís agus a thuairiscigh ar na saincheisteanna 

beartais sóisialta a d’eascair as fiosrúcháin don tSeirbhís 

Náisiúnta do Náisiúnaigh Eachtrannacha 

• Ionad Eolais do Shaoránaigh Liatroma a ghlac rannpháirt 

i saothar ghrúpa fócais an Iarthuaiscirt ar bhunaigh 

Comhairle Náisiúnta na mBan é – Samhail Ban um 

Athchóiriú Leasa Shóisialaigh 

• Ionad Eolais do Shaoránaigh Chiarraí a reáchtáil 

seimineár i gCill Áirne chun saincheisteanna a théann i 

bhfeidhm ar oibrithe imirceacha a phlé 

5.4 Social Policy Activities in CICs 

In addition to providing valuable social policy information 

to Comhairle, several CICs were also involved in social 

policy initiatives at a local level. These included: 

• South Kildare CIS which undertook research on 

employment law issues and their enforcement 

• Co. Westmeath CIS which established a social 

policy forum, including members from other 

voluntary organisations 

• Co. Roscommon which analysed and reported on the 

social policy issues arising from queries to the Foreign 

National Support Service 

• Leitrim CIS which participated in the work of a North 

West focus group established by the National Women’s 

Council – A Women’s Model for Social Welfare Reform 

• Kerry CIS which held a seminar in Killarney to discuss 

issues affecting migrant workers 

“influence policy developments by 

highlighting the concerns of service users” 

“chun tionchar a imirt ar fhorbairtí 

beartais trí bhéim a leagan ar chúram 

úsáideoirí seirbhísí” 


47

Ag Cur na Rochtana 

chun Cinn 

Promoting Accessibility 

Is é an ceathrú tosaíocht straitéiseach ag Comhairle, agus 

an tosaíocht dheireanach freisin, ná chun “rochtain ar 

eolas, comhairle agus seirbhísí abhcóideachta a chur chun 

cinn agus feasacht an phobail um sheirbhísí sóisialta agus 

sibhialta a spreagadh”. Cé go mbíonn cinntiú na rochtana 

ar sheirbhísí rí-bhunúsach do sheirbhísí uile Chomhairle, 

glactar le tionscnaimh faoi leith gach bliain chun feabhas 

a chur ar rochtain sheirbhísí Chomhairle agus chun 

inrochtaineacht ar sheirbhísí eolas i gcoitinne a chur 

chun cinn. 

Shainaithin comhghrúpa oibre Chomhairle agus na nIonad 

Eolais um an inrochtaineacht, a thuairiscigh sa bhliain 

2003, a lán constaicí ar an rochtain mar: 

• Constaicí eolais lena n-áirítear feasacht faoi sheirbhísí 

• Constaicí sóisialta agus cultúrtha lena n-áirítear 

difríochtaí eitneacha, teanga, creidimh agus 

cumais/míchumais 

• Constaicí fisiciúla a bhaineann go príomha leis an 

timpeallacht thógtha, lena n-áirítear na cinn do dhaoine 

le míchumais chomh maith le constaicí ar dhaoine a 

mbíonn cónaí orthu i gceantair thuaithe iargúlta 

• Constaicí cumarsáide lena n-áirítear teanga, rochtain ar 

theicneolaíocht agus úsáid na dteicneolaíochtaí cúnta 

Comhairle’s fourth and final strategic priority is to “promote 

accessibility to information, advice and advocacy services and 

heighten public awareness of social and civil services”. While 

ensuring accessibility of service is fundamental to all of 

Comhairle’s services, specific initiatives are undertaken each 

year in order to both improve access to Comhairle’s services 

and to promote accessibility to information services in general. 

The joint Comhairle/CIC working group on accessibility, which 

reported in 2003, identified many barriers to access such as: 

• Knowledge barriers including awareness of services 

• Social and cultural barriers including ethnic differences, 

language, religion, and ability/disability 

• Physical barriers relating primarily to the built 

environment, including those for people with disabilities 

as well as barriers for people living in remote rural locations 

• Communications barriers including language, access to 

technology and the use of assistive technologies 

Comhairle’s activities in this area in 2004 were designed 

to address all of the above issues. 

Ceapadh gníomhaíochtaí Chomhairle sa limistéar seo sa 

bhliain 2004 chun aghaidh a thabhairt ar na 

saincheisteanna seo thuas go léir. 

“promote accessibility to information, advice 

and advocacy services and heighten public 

awareness of social and civil services” 

“rochtain ar eolas, comhairle agus seirbhísí 

abhcóideachta a chur chun cinn agus 

feasacht an phobail um sheirbhísí sóisialta 

agus sibhialta a spreagadh” 

Ag Cur na Rochtana chun Cinn Promoting Accessibility 

49

6.1 Promoting Information Services 

The promotion of information services is key to eliminating 

knowledge barriers. In 2004, the development of a customercentred, 

integrated approach to Citizens Information was a 

major initiative. To this end, Citizens Information was 

promoted as a brand available to the public through the 

three delivery channels – Citizens Information Centres, the 

Citizens Information Phone Service and Oasis (Citizens 

Information online). 

A PR steering group was established. Terms of reference were 

agreed to facilitate communication of marketing activities 

between the channels and ensure a co-ordinated approach. 

Membership includes representatives from all three channels, 

the National Association of Citizens Information Centres 

and Comhairle. 

A part-time PR Executive was appointed to further the 

integrated approach. 

TV Advertisement 

An animated advertising campaign on national TV 

promoted all three Citizens Information channels. The 

advert ran on RTE1 and RTE2 during October and 

November. It was positively received, with statistics 

indicating that 61% of adults (1.9M) saw the advert on 

average 3.7 times. 

First Aid Kit 

In October, Oasis developed a pocket-sized fold-out 

brochure called the Information First Aid Kit. The brochure 

promoted all three Comhairle channels and was distributed 

in a nationwide campaign with Tesco stores around the 

country. The stores also displayed details of the nearest 

CIC. In addition to the store promotion, Oasis organised a 

number of direct drops of the brochure to local Garda 

stations, medical and dental surgeries, health centres, and 

Social Welfare Offices. 

6.1 Ag Cur Seirbhísí Eolais chun Cinn 

Is eochair-uirlis é cur chun cinn seirbhísí eolais chun 

constaicí eolais a dhíothú. I 2004, ba mhór an tionscnamh 

é forbairt chur chuige custaiméir-láraithe chomhtháithe um 

Eolas do Shaoránaigh. Is chuige seo a cuireadh Eolas do 

Shaoránaigh chun cinn mar bhranda le fáil don phobal ar 

thrí bhealach sheachadta - Ionaid Eolais do Shaoránaigh, 

an tSeirbhís Ghutháin um Eolas do Shaoránaigh agus Oasis 

(Eolas do Shaoránaigh ar líne). 

Bunaíodh grúpa stiúrtha um Chaidrimh Phoiblí. Aontaíodh 

ar théarmaí tagartha chun cumarsáid na ngníomhaíochtaí 

margaíochta idir na bealaí a éascú agus chun cur chuige 

comhordaithe a chinntiú. I measc na ballraíochta atá 

ionadaithe ó na trí bhealach ar fad, Cumann Náisiúnta na 

nIonad Eolais do Shaoránaigh agus ó Chomhairle. 

Ceapadh Feidhmeannach Chaidrimh Phoiblí 

páirt-aimseartha chun an cur chuige comhtháite a 

thabhairt ar aghaidh a thuilleadh. 

Fógraíocht Teilifíse 

Chuir feachtas fógraíochta beochana ar an teilifís náisiúnta 

na trí bhealach ar fad chun cinn. Craoladh an fógra ar 

RTÉ1 agus RTÉ2 i mí Dheireadh Fómhair agus mí na 

Samhna. Glacadh go dearfach leis, le staitisticí ag léiriú go 

bhfaca 61% de dhaoine fásta (1.9M) an fógra 3.7 babhta 

ar an meán. 

Fearas Garchabhrach 

I nDeireadh Fómhair, d’fhorbair Oasis leabhrán póca 

infhillte ar a dtugtaí an Information First Aid Kit. Chuir an 

leabhrán chun cinn trí bhealach Chomhairle agus scaipeadh 

é i bhfeachtas náisiúnta le siopaí Tesco ar fud na tíre. 

Léirigh na siopaí eolas freisin faoin Ionad Eolais do 

Shaoránaigh ba chóngaraí dóibh. Chomh maith leis an gcur 

chun cinn sna siopaí, scaip Oasis an leabhrán i measc 

stáisiúin áitiúla na nGardaí, lárionaid leighis agus 

fiaclóireachta agus in Oifigí Leasa Shóisialaigh. 

First Aid Kit 

Fearas Garchabhrach 

50 Promoting Accessibility Ag Cur na Rochtana chun Cinn

Imeachtaí Áitiúla um Chaidrimh Phoiblí. 

Áirítear le himeachtaí poiblíochta go háitiúil oscailt 

seirbhísí nua, fógraíocht ar raidió áitiúil, scaipeadh bileog, 

ailt i nuachtáin áitiúla, comharthaí bóthair agus 

rannpháirtíocht i dtaispeántais agus in imeachtaí chur chun 

cinn eile. Cuireadh preasráitis chineálacha faoi ábhair 

nuachta agus faoi staidéir chásanna a táirgeadh go lárnach 

agus a scaipeadh go líonra na nIonad Eolais. Cuireadh in 

oiriúint iad chun iad a úsáid mar phoiblíocht áitiúil ag 

Bainisteoirí Forbartha agus tá an t-aiseolas a fuarthas go 

nuige seo thar a bheith dearfach. Coinníonn an colún 

Know Your Rights, a eisítear do na hIonaid Eolais do 

Shaoránaigh gach mí, a bheith ina mheán éifeachtach eile 

chun poiblíocht a fháil i bhfoinsí na meán áitiúil. 

Leathanaigh Bhuí 

Foilsíodh fógraíocht agus liostaí mionsonraithe d’Ionaid 

Eolais sna Leathanaigh Bhuí. Tugann measúnacht go 

nuige seo le tuiscint, ón mbéal beo, gur seo ceann de na 

foinsí is mó fós maidir le feasacht agus rochtain phoiblí 

ar an tseirbhís. 

Local PR Activities 

Promotional activities at local level included the opening 

of new services, local radio advertising and information 

slots, leaflet drops, articles in local papers, road signage 

and participation at exhibitions and other promotional 

events. Generic press releases about newsworthy topics 

and case studies were centrally produced and distributed 

to the CIC network. They were adapted for local 

promotional use by Development Managers and feedback 

to date has been very positive. The Know Your Rights 

column, which is issued to CICs on a monthly basis, 

continues to be another successful means of gaining 

publicity in local press outlets. 

Golden Pages 

An advertisement and detailed listings of the Citizens 

Information Centres were published in the Golden Pages. 

Evaluation to date suggests that, following word of mouth, 

this remains one of the most significant sources for public 

awareness of and access to the service. 

A new leaflet promoting the three service 

delivery channels 

Bileog úr a chuireann chun cinn na trí 

bhealach um sheachadadh seirbhíse 


51

6.2 Reaching Diverse Groups 

In order to eliminate cultural barriers to access, Comhairle 

has established partnerships with many organisations 

which provide information services to hard-to-reach 

groups. For instance, the Refugee Information Service is 

supported by Comhairle and offers a service in Dublin 

and Galway. 

In addition, many CICs provide services which specifically 

target these groups including non-nationals, Travellers, and 

those with disabilities. Some examples in 2004 included: 

• Co. Wicklow Citizens Information Network which is the 

lead in a consortium of organisations in the county 

providing services to ethnic minorities. It began an 

information service for the Chinese community in Bray, 

operating one day a week. The service is advertised 

through Chinese satellite TV and Chinese (Radio) Ireland 

as well as through bilingual posters distributed in 

strategic locations throughout the town. 

• Co. Roscommon CIS which provides a foreign national 

support service, including a publication/leaflet 

translation service to the Brazilian community living in 

the area. 

• Northside, Tallaght and Clondalkin CICs which provide 

regular outreach services to the Travelling communities 

in their areas. 

• Co. Westmeath CIS which undertook a joint project with 

Athlone Training Centre to produce an information 

insert on entitlements in Voice of the Traveller, the 

nationally distributed newsletter of the National 

Association of Travellers’ Centres. 

• Two members of the Travelling community and a 

Traveller resource worker who are participating in the 

accredited Information Providers Programme in Meath, 

with a view to developing an outreach service in 

the future. 

• Videophone-based information services which were 

launched in Castlebar, Ballina and Monaghan CICs in 

collaboration with National Association for the Deaf 

(NAD) CIC. 

• Co. Laois CIS which co-ordinated a Disability 

Information Awareness Day involving 32 support groups 

and organisations. 

• Navan and Co. Meath CIS which launched a Mental 

Health Card. This was a joint project with various 

mental health support agencies. The card was 

distributed to all households in the area and gave 

contact information for a number of support services for 

people with mental health disabilities. 

6.2 Ag Déanamh Teagmhála le Grúpaí Éagsúla 

Chun constaicí cultúrtha ar an rochtain a dhíothú, tá 

comhpháirtíochtaí lena lán eagras a sholáthraíonn seirbhísí 

eolais do ghrúpaí gur deacair iad a shroicheadh curtha ar 

bun ag an gComhairle. Cuir i gcás an tSeirbhís Eolais do 

Dhídeanaithe, tacaíonn Comhairle léi agus cuireann sí 

seirbhís ar fáil i mBaile Átha Cliath agus i gcathair 

na Gaillimhe. 

Anuas air sin, soláthraíonn a lán Ionad Eolais seirbhísí a 

shaindíríonn ar na grúpaí seo lena n-áirítear neamhnáisiúnaigh, 

an lucht siúil agus iad siúd le míchumais. 

Áirítear i measc samplaí na bliana 2004: 

• Líonra Eolais do Shaoránaigh Chontae Chill Mhantáin atá 

ar thús cadhnaíochta i gcuibhreannas eagras sa chontae 

a sholáthraíonn seirbhísí do mhionlaigh eitneacha. Chuir 

sé tús le seirbhís eolais don phobal Síneach i mBré, ag 

feidhmiú lá amháin in aghaidh na seachtaine. Fógraítear 

an tseirbhís trí Theilifís satailíte Shíneach agus trí Raidío 

Síneach na hÉireann agus trí phóstaeir dhá-theangacha 

a scaiptear in áiteanna straitéiseacha ar fud an bhaile. 

• Ionad Eolais do Shaoránaigh Chontae Ros Comáin a 

sholáthraíonn seirbhís do náisiúnaigh eachtrannacha, 

lena n-áirítear seirbhís aistriúcháin foilseachán/bileog 

don phobal Brasaíleach atá ag cur fúthu sa chontae. 

• Ionaid Eolais Thuaidh, Thamhlachta agus Chluain Dolcáin 

a sholáthraíonn seirbhísí for-rochtana rialta don Lucht 

siúil ina gceantar féin. 

• Ionad Eolais do Shaoránaigh Chontae na hIarmhí a thug 

faoi chomhthionscadal le hIonad Oiliúna Bhaile Átha 

Luain chun iatán eolais faoi theidlíochtaí in Voice of the 

Traveller, nuachtlitir Chumann Náisiúnta Ionaid an Lucht 

Siúil a dáileadh go náisiúnta. 

• Beirt den Lucht siúil agus oibrí acmhainne Lucht siúil atá 

ag glacadh rannpháirte i gClár Soláthraithe Eolais sa 

Mhí, chun seirbhís for-rochtana a fhorbairt amach anseo. 

• Seirbhísí Fís-fhóin a seoladh in Ionaid Eolais Chaisleán 

an Bharraigh, Bhéal an Átha, agus Mhuineacháin i 

gcomhpháirt le hIonad Eolais Chumann Náisiúnta 

na mBodhar. 

• Ionad Eolais do Shaoránaigh Chontae Laoise a 

chomhordaigh Lá Feasachta Eolais Mhíchumais inar 

ghlac 32 grúpa agus eagras tacaíochta páirt. 

• Ionaid Eolais do Shaoránaigh na hUamhan agus na Mí a 

sheol Cárta Sláinte Meabhraí. Is éard a bhí i gceist 

anseo ná comhthionscadal le héagsúlacht d’áisíneachtaí 

sláinte meabhraí. Dáileadh an cárta seo do gach 

teaghlach sa cheantar agus thug sé eolas teagmhála le 

haghaidh roinnt seirbhísí tacaíochta do dhaoine le 

míchumais mheabhrach. 


6.3 Constaicí Fisiciúla a Laghdú 

Is féidir le constaicí fisiciúla ar rochtain tagairt don 

timpeallacht thógtha in áitribh ina soláthraítear seirbhísí 

nó do shaincheisteanna mar thíreolaíocht a d’fhéadfadh 

a bheith ina gconstaic freisin orthu siúd a iarrann 

seirbhísí a rochtain. 

Ós rud é gurb iad na hIonaid Eolais do Shaoránaigh ceann 

de na príomh-bhealaí um sholáthar eolais, is eochairriachtanas 

é cinntiú a inrochtaineachta agus chun seo a 

bhaint amach ní mór feabhas leanúnach a bheith mar 

phróiseas ann. Tá na heochair-ionaid ar fad inrochtana do 

chustaiméirí agus tá córas lúibe ionduchtúcháin do 

dhaoine lag-éisteachta. Déantar feabhsúcháin leanúnacha 

gach bliain sa réimse seo leis an aidhm acu chun a chinntiú 

go mbíonn gach áitreabh de chuid na nIonad Eolais do 

Shaoránaigh lán-inrochtana. I 2004, tugadh faoi roinnt 

tograí tábhachtacha sna hIonaid Eolais do Shaoránaigh 

chun feabhas a chur ar inrochtaineacht agus bhog go leor 

acu chuig áitreabh nua inrochtana. Ina measc seo bhí: 

• Seirbhís Eolais Fhine Gall (Tuaisceart an Chontae) – 

Bhog Ionad Eolais Shord Cholm Cille, Ionad Eolais na 

Sceirí agus Ionad Eolais Bhaile Brigín go suíomh 

lárnach nua 

• Seirbhís Eolais Chontae Loch Garman – Ionad Eolais 

Inis Córthaidh 

• Seirbhís Eolais Chontae Ros Comáin – Ionad Eolais 

Mhainistir na Búille 

• Seirbhís Eolais Chathair Chorcaí Thuaidh – Ionad Eolais 

Holyhill agus na Linne Duibhe 

• Seirbhís Eolais Dhún na nGall – Ionad Eolais 

Bhun Cranncha 

6.3 Reducing Physical Barriers 

Physical barriers to access can refer to the built environment 

in premises providing services or to issues such as geography 

which can also act as a barrier to those wishing to access 

services. 

As CICs are one of the main channels for information 

delivery, ensuring their accessibility is a key requirement and 

entails a process of continuous improvement. All key centres 

are accessible to customers and have inductive loop systems 

for the hard of hearing. Ongoing improvements are made 

every year in this area with the aim of ensuring that all CIC 

premises are fully accessible. In 2004, several significant 

works were undertaken in CISs to improve accessibility and 

several moved to new accessible premises. These included: 

• Fingal (North County) CIS – Swords CIC, Skerries CIC 

and Balbriggan CIC relocated to a new central location 

• Co. Wexford CIS – Enniscorthy CIC 

• Co. Roscommon CIS – Boyle CIC 

• Cork City North CIS – Holyhill CIC and Blackpool CIC 

• Donegal CIS – Buncrana CIC 

Wexford CIC and Tipperary Town CIC renovated and made 

accessibility improvements, while both Dundalk CIC and 

Dublin North Bay CIS had official re-openings of refurbished 

and accessible premises. 

Rinne Ionad Eolais do Shaoránaigh Loch Garman agus 

Ionad Eolais do Shaoránaigh Bhaile Thiobraid Árann 

athchóiriú agus feabhsúcháin ar an inrochtaineacht, agus 

rinne Ionad Eolais do Shaoránaigh Dhún Dealgan agus 

Seirbhís Eolais Chuan Bhaile Átha Cliath Thuaidh araon 

athoscailt oifigiúil ar áitreabh athchóirithe agus inrochtana. 

Pictured at Dun Laoghaire CIC is Anais McMullin with her 

support worker, Linda Castle (Enable Ireland), using assistive 

technology to improve her computer skills. 

Sa phictúir ag CIC Dhún Laoghaire tá Anais McMullin lena hoibrí 

tacaíochta, Linda Castle (Enable Ireland), ag baint úsáid as 

teicneolaíocht chuiditeach chun feabhas a chur ar a scileanna 

ríomhaireachta. 


53

Outreach Services 

Improving accessibility to Citizens Information by providing 

outreach services is another key strategy of CISs. While 

some outreaches ceased operations during the year due to 

low uptake of services, several others were opened. 

Outreach services were provided in a range of facilities 

including hospitals, libraries, shopping centres, prisons, day 

centres, credit unions and community centres, maximising 

the availability of services. A number of new outreach 

services were established during the year. 

Mobile Information Units 

Recognising the fact that those in most need of services 

often have limited geographical access to centres, 

Comhairle promotes the use of its Mobile Information 

Units which are used by CICs throughout the year. In 2004, 

the mobile units were used to deliver information by 16 

CISs, for a total of 49.5 weeks. 

Seirbhísí For-rochtana 

Is é feabhsú na hinrochtana ar Eolas do Shaoránaigh trí 

sheirbhísí for-rochtana a sholáthar eochairstraitéis eile de 

chuid na Seirbhísí Eolais do Shaoránaigh. Cé gur tháinig 

deireadh le roinnt seirbhísí for-rochtana i gcaitheamh na 

bliana de bharr éileamh íseal ar na seirbhísí, osclaíodh 

roinnt eile. Cuireadh seirbhísí for-rochtana ar fáil i réimse 

saoráidí lena n-áirítear ospidéil, leabharlanna, ionaid 

siopadóireachta, príosúin, ionaid lae, comhair 

chreidmheasa agus ionaid phobail, ag uasmhéadú 

rochtaineacht na seirbhísí. Bunaíodh roinnt seirbhísí nua 

for-rochtana i gcaitheamh na bliana. 

Ionaid Eolais Soghluaiste 

Ag aithint go mbíonn na daoine lena mbaineann an gátar 

is mó do sheirbhísí go minic gan ach rochtain theoranta 

acu ar ionaid, cuireann Comhairle chun cinn úsáid na 

nAonad Eolais Soghluaiste dá cuid, a úsáidtear ag na 

hIonaid Eolais i gcaitheamh na bliana. I 2004, baineadh 

feidhm as na haonaid soghluaiste chun eolas a sholáthar 

ag 16 Seirbhís Eolais ar feadh 49.5 de sheachtainí 

san iomlán. 

Outreach Services 

• Co. Tipperary – Carrick-on-Suir 

• Co. Kerry – Killorglin, Tralee, Kenmare 

• Co. Roscommon – Ballaghadereen 

• Co. Mayo – Ballinrobe, Kiltimagh, Charlestown 

• Co. Galway – Portumna, Ballygar and Ballinfoyle 

• Dublin 246 CIS – St. Vincent’s Hospital, Carmelite 

Community Centre (Aungier Street) 

• Blanchardstown CIS – James Connolly Memorial 

Hospital 

• Dublin North Bay CIS – Irish Wheelchair 

Association, Clontarf 

• Navan and Co. Meath CIS – Ballivor 

• Northside CIS – Drumcondra Credit Union, 

Donnycarney Credit Union and Omni Park 

Shopping Centre 

• Co. Kildare – Leixlip, Celbridge, Kilcullen, Clane 

• Co. Westmeath – Castlepollard 

• Cork City North (CIS) – Cheshire Home 

Seirbhísí For-rochtana 

• Contae Thiobraid Árann – Carraig na Siúire 

• Contae Chiarraí – Cill Orglan, Trá Lí, An Neidín 

• Contae Ros Comáin – Bealach an Doirín 

• Contae Mhaigh Eo – Baile an Róba, Coillte Mach, 

Baile Chathail 

• Contae na Gaillimhe – Port Omna, Béal Átha Ghártha 

agus Baile an Phoill 

• Ionad 246 Bhaile Átha Cliath – Ospidéal Naomh 

Uinseann, Ionad Pobail na gCarmailíteach 

(Sráid Aungier) 

• Seirbhís Eolais Bhaile Bhlainséir – Ospidéal Shéamais 

Uí Chonghaile 

• Ionad Eolais Chuan Bhaile Átha Cliath Thuaidh – 

Cumann Cathaoir-Rotha na hÉireann, Cluain Tairbh 

• Seirbhís Eolais na hUamhan agus Chontae na 

Mí – Baile Íomhair 

• Seirbhís Eolais Lastuaidh - Comhar Chreidmheasa 

Dhroim Conrach, Comhar Chreidmheasa Dhomhnach 

Cearna, Ionad Siopadóireacht Pháirc Omni 

• Contae Chill Dara – Léim an Bhradáin, Cill Droichid, 

CillChuillinn, Claonadh 

• Contae na hIarmhí – Baile na gCros 

• Cathair Chorcaí Thuaidh – Teach Cheshire 


6.4 Ag Díothú na gConstaicí Cumarsáide 

Is minic constaicí teanga ina gcosc don phobal maidir le 

heolas faoina gcuid ceart agus seirbhísí a rochtain. Chun 

na críche sin, chuir Comhairle eolas ar fáil sa Bhéarla, sa 

Ghaeilge, sa Fhraincis agus sa Rúmáinis ar shuíomh 

gréasáin Oasis. Cuireann roinnt Ionad Eolais eile seirbhísí ar 

fáil i dteangacha eile, lena n-áirítear an Ghaeilge agus an 

tSínis. Tugadh modhanna nua rochtaineachta isteach freisin 

mar fhísghutháin le haghaidh seirbhísí ateangaireachta um 

Theanga Bhodhair na hÉireann. 

6.5 Treoirlínte chun Rochtain a Fheabhsú 

I gcaitheamh na bliana 2004, choimisiúnaigh Comhairle an 

Dr Jane Pillinger, taighdeoir neamhspleách, chun dul i 

gcomhairle le heagraíochtaí agus le daoine cuí chun 

treoirlínte a fhorbairt a d’fhéadfadh lucht soláthair eolais a 

úsáid chun a fhíorú go mbíonn rochtain ar a gcuid eolais 

agus seirbhísí. Soláthróidh na treoirlínte: 

• Acmhainn do lucht soláthair eolais, 

• Uirlis chun bheith ag obair le daoine a mbíonn constaicí 

rompu maidir le heolas a rochtain, 

• Samplaí dea-chleachtais maidir le heolas a sholáthar, 

agus 

• Acmhainní sa bhreis agus tuilleadh eolais. 

Áirítear leis na treoirlínte, a fhoilseofar sa bhliain 2005, 

eolas faoin rochtain fhisiciúil. Bainfidh siad feidhm as 

friotal sothuigthe soiléir. Deimhneoidh siad go mbeidh 

acmhainní éadán ar a chéile, guthánbhunaithe agus 

líonbhunaithe le fáil chomh maith le foilseacháin 

chlóbhuailte i bhformáidí éagsúla inrochtana. 

Tarraingíonn na treoirlínte ar réimse leathan ábhar faoi 

rochtaineacht eolais agus d’eascair siad as comhairliúchán 

leo siúd ag feidhmiú thar ceann grúpaí faoi mhíbhuntáiste 

agus a bhíonn eisiata go sóisialta. Tá na bealaí éagsúla ina 

bhfaigheann daoine rochtain ar eolas ina gceantair féin 

agus na constaicí éagsúla a d’fhéadfadh bac a chur ar 

rochtain eolais tugtha faoi deara ag Comhairle. 

6.4 Eliminating Communications Barriers 

Language barriers can also be a deterrent to the public in 

accessing information about their rights and services. To 

this end, Comhairle provided information in English, Irish, 

French and Romanian on the Oasis website. Several CICs 

provide services in other languages including Irish and 

Chinese. New access methods were also introduced such as 

videophones for Irish Sign Language interpretive services. 

6.5 Guidelines for Improving Access 

During 2004, Comhairle commissioned Dr Jane Pillinger, an 

independent researcher, to consult with relevant 

organisations and individuals to develop guidelines which 

could be used by information providers to verify that their 

information content and services are accessible. The 

guidelines will provide: 

• A resource for information providers, 

• A tool for working with people who experience barriers 

in accessing information, 

• Examples of best practice in providing information, and 

• Additional resources and further information. 

The guidelines, which will be published in 2005, will 

include information on physical access. They will use clear, 

concise and accessible language. They will ensure that 

face-to-face, telephone and web-based resources are 

accessible as well as printed publications in alternative, 

accessible formats. 

The guidelines draw on a wide range of materials on 

information accessibility and have emerged from 

consultation with those representing disadvantaged and 

socially excluded groups. Comhairle has taken account of 

the different ways in which people access information in 

their localities and the various barriers that can impede 

information accessibility. 

Mobile Information Units 

Ionaid Eolais Soghluaiste 


55

Tacaíochtaí 

Eagrúcháin 

Organisational Supports 

7.1 Forbairt Eagrúcháin 

Dílárú 

Tar éis don Rialtas tabhairt le fios i Nollaig na bliana 2003 

go raibh sé le tabhairt faoi chlár mór díláraithe san earnáil 

phoiblí, bhunaigh Comhairle foireann tionscadail chun 

dílárú a threorú chomh maith le coiste comhpháirtíochta 

chun ionadaíocht a dhéanamh thar ceann leas na foirne. 

Chruinnigh an grúpa seo le chéile go rialta i gcaitheamh na 

bliana 2004. 

Chuir Comhairle, mar a chuir comhlachtaí poiblí eile, plean 

forfheidhmithe tosaigh dhíláraithe faoi bhráid 

Forfheidhmithe Díláraithe an Rialtais i Meitheamh na 

bliana 2004. Bhí sé seo mar fhreagra ar thuarascáil an 

Ghrúpa i Márta 2004. Rinne an plean daoine, maoin agus 

saincheisteanna gnó a bheadh i gceist do Chomhairle a 

iniúchadh. I dtús báire, b’éard a bhí i gceist go ngluaisfí 47 

de phoist i ceann-oifig Bhaile Átha Cliath go Carraig 

Mhachaire Rois, Contae Mhuineacháin. Ina dhiaidh seo, 

athraíodh an suíomh nua go Droichead Átha. 

Ina tríú tuarascáil, a foilsíodh i Nollaig na bliana 2004, thug 

an Grúpa Comhairle isteach mar cheann de na seacht 

n-áisíneacht a moladh le haghaidh tosaíochta maidir le cur 

i bhfeidhm an chláir agus d’iarr sé go gcuirfí plean nua 

chur i bhfeidhm faoina bhráid faoi 31 Márta 2005. 

Cuireadh tús le clár chun na próisis ghnó a mhapáil do na 

seirbhísí uile a bhí i gceist chun an cur isteach ar sheirbhísí 

a dhéanfadh a leithéid a íosmhéadú. Thug seo an deis 

freisin feabhsuithe i bpróisis ghnó a shainaithint. 

7.1 Organisational Development 

Decentralisation 

Following the Government’s announcement in December 

2003 that it was undertaking a major public sector 

decentralisation programme, Comhairle established a 

project team to oversee the decentralisation as well as a 

partnership sub-committee to represent staff interests. 

This group met regularly during 2004. 

Comhairle, in common with other affected public agencies, 

submitted an initial decentralisation implementation plan 

to the Government’s Decentralisation Implementation 

Group (DIG) in June 2004. This was in response to the DIG 

report in March 2004. The plan examined the people, 

property and business issues that would arise for 

Comhairle. It initially envisaged 47 Dublin-based head 

office and central services staff positions being moved to 

Carrickmacross, Co. Monaghan. Subsequently, Comhairle’s 

decentralised location was changed to Drogheda. 

In its third report, published in December 2004, the DIG 

included Comhairle among seven state agencies that were 

recommended for initial priority attention in terms of 

implementing the programme and requested that an updated 

implementation plan be submitted by 31st March 2005. 

A project to document and map out business processes for 

all impacted services was initiated in order to minimise any 

service disruption caused by the move. This also provided 

an opportunity to identify business process improvements. 

“enhancing customer service” 

“seirbhís custaiméirí níos 

fearr a bhaint amach” 

Tacaíochtaí Eagrúcháin Organisational Supports 

57

Customer Charter 

In 2002, the Taoiseach launched the Customer Service 

Initiative for the civil service. Under the terms of the 

Sustaining Progress Agreement, this initiative has been 

extended to all government agencies. Comhairle has 

included the development of a customer charter as part of 

its Modernisation Action Plan. Comhairle’s second strategic 

priority – service delivery – particularly focuses on the 

various aspects of providing customer service. These 

include training, customer feedback, and a range of 

accessible channels for delivering services. 

During 2004, a working group within Comhairle prepared a 

Customer Charter which sets out Comhairle’s commitment 

to its customers. The group also produced a supporting 

Customer Action Plan. The charter and action plan are 

expected to be in operation by mid 2005. 

Modernisation Action Plan 

Under the terms of the Sustaining Progress Agreement, 

public service bodies such as Comhairle developed 

modernisation plans in 2003 aimed at enhancing customer 

service and achieving greater organisational efficiency. 

Comhairle’s plan was agreed by its Partnership Steering 

Group and approved by the Secretary General of the 

Department of Social and Family Affairs. In 2004, progress 

was subject to two performance reviews by the verifying 

authority with progress being considered satisfactory on 

both occasions. 

Comhairle’s Partnership Steering Group 

Comhairle’s partnership arrangements bring together 

management, staff and union interests. The group dealt 

with a number of initiatives in 2004. These included the 

development of an upward feedback element to the 

performance management system for staff, putting in place 

an intranet-based staff resource pack (staff manual), and 

reviewing and approving updates to the Modernisation 

Action Plan. In the later part of 2004, the steering group 

initiated a review of Partnership which is due to be 

completed in early 2005. 

Cairt Custaiméirí 

I 2002, sheol an Taoiseach an Tionscnamh um Sheirbhísí do 

Chustaiméirí le haghaidh na státseirbhíse. Faoi réir 

théarmaí an Aontaithe um Dhul chun Cinn a Choinneáil, 

táthar tar éis an tionscnamh seo a leathnú d'aisíneachtaí 

uile an Rialtais. Tá forbairt cairte custaiméirí curtha isteach 

ag Comhairle mar chuid dá Plean Gníomhaíochta 

Nua-chóirithe. Díríonn an dara tosaíocht straitéise - 

seachadadh seirbhísí - de chuid Chomhairle ar na gnéithe 

éagsúla a bhaineann le soláthar seirbhísí do chustaiméirí. 

Áirítear leo seo oiliúint, aiseolas ó chustaiméirí agus réimse 

de bhealaí inrochtana chun seirbhísí a sheachadadh. 

I gcaitheamh na bliana 2004, d’ullmhaigh grúpa oibre 

laistigh de Chomhairle Cairt Custaiméirí a leagann amach 

tiomantas Chomhairle maidir lena cuid custaiméirí. Chuir 

an grúpa Plean Gníomhaíochta do Chustaiméirí mar thacú 

i dtoll a chéile freisin. Táthar ag súil go mbeidh an chairt 

agus an plean gníomhaíochta i bhfeidhm faoi lár na 

bliana 2005. 

Plean Gníomhaíochta Nua-chóirithe 

Faoi réir théarmaí an aontaithe Dhul chun Cinn a 

Choinneáil, chuir comhlachtaí poiblí mar Comhairle 

pleananna nua-chóírithe le haghaidh na bliana 2003 i dtoll 

a chéile a bhfuil sé mar aidhm leo cur le seirbhís 

custaiméirí agus éifeachtúlacht eagrúcháin níos fearr a 

bhaint amach. 

Glacadh le plean Chomhairle ag a Grúpa Stiúrtha 

Comhpháirtíochta agus forcheadaíodh é ag Ard-Rúnaí an 

Roinn Gnóthaí Teaghlaigh agus Sóisialacha.I 2004, 

rinneadh dhá athbhreithniú fheidmíochta ar dhul chun cinn 

ag an údarás fíoraithe agus measadh dul chun cinn a 

bheith sásúil an dá bhabhta. 

Grúpa Stiúrtha Comhpháirtíochta Chomhairle 

Tugann aontuithe comhpháirtíochta Chomhairle leasanna 

bainistíochta, foirne agus ceardchumainn le chéile. Phléigh 

an grúpa le roinnt tionscnamh i 2004. Ina measc seo bhí 

forbairt gné aiseolais aníos don chóras fheidhmíocht 

bainistíochta le haghaidh na foirne, ag cur pacáiste 

acmhainní (lámhleabhar foirne) inlíon-bhunaithe in alt don 

fhoireann agus ag athbhreithniú agus ag ceadú 

athnuachana don Phlean Gníomhaíochta Nua-chóirithe. 

Faoi dheireadh na bliana 2004, chuir an Grúpa Stiúrtha tús 

le hathbhreithniú ar an gComhpháirtíocht atá le bheith 

réidh go luath i 2005. 

58 Organisational Supports Tacaíochtaí Eagrúcháin

7.2 Teicneolaíocht Inmheánach 

Lean infheistíocht i dteicneolaíochtaí cumasaithe ar 

aghaidh i 2004. Leathnaíodh líonra Chomhairle do na 

hoifigí ar fad seachas trí cinn acu. Soláthraíodh rochtain 

chomhroinnte ar na hacmhainní leictreonacha ar fad don 

fhoireann in dhá oifig déag. 

Tugadh faoi mheasúnacht ar ghléasanna láimhe 

soghluaiste le haghaidh na foirne allamuigh chun 

sainaithint conas is féidir iad a úsáid chun teagmháil a 

chothabháil le custaiméirí nuair a bhítear lasmuigh den 

oifig. Tugadh ríomhairí glúine agus stáisiúin nasctha do 

Fhoireann Fheidhmeannach Ceantar agus Traenála ar 

mhaithe le rochtain níos fearr nuair a bhítear lasmuigh 

den oifig. 

Bunaíodh inlíon. Tugadh córas nua taifeadta ama 

idirlíon-bhunaithe isteach freisin ar féidir é a úsáid in oifigí 

uile Chomhairle. 

7.2 Internal Technology 

Investment in enabling technologies continued in 2004. 

The Comhairle network was extended to all but three 

offices. Shared access to all electronic resources was 

provided to staff in twelve offices. 

An evaluation of hand-held mobile devices for field staff 

was undertaken to identify how they can be used to 

maintain contact with customers when out of the office. 

All Area and Training Executive staff were provided with 

laptops and docking stations for improved access when out 

of the office. 

An intranet was established. A new web-based 

time-recording system was also introduced and can be 

used from all Comhairle offices. 

www.comhairle.ie 

Tacaíochtaí Eagrúcháin Organisational Supports 

59

Aguisíní 

Appendices 

8.1 Feidhmeanna 

Is comhlacht reachtúil í Comhairle arna bunú faoi réir Acht 

Chomhairle, 2000 agus a bunaíodh i Meitheamh na bliana 

2000. Is é misean Chomhairle ná: 

“A chinntiú go mbíonn rochtain fhurasta ag daoine ar eolas, 

comhairle agus abhcóideacht neamhchlaonta neamhspleách, 

chun is gur féidir leo a gcuid riachtanas agus a gcuid 

teidlíochtaí a rochtain do sheirbhísí sóisialta agus sibhialta”. 

8.1 Functions 

Comhairle is a statutory body set up under the Comhairle 

Act, 2000 and established in June 2000. Comhairle’s 

mission is: 

“To ensure that individuals have easy access to impartial 

and independent information, advice and advocacy 

services so that they can identify their needs and access 

their entitlements to social & civil services”. 

Is iad feidhmeanna Comhairle ná: 

(a) chun tacú le soláthar an eolais, na comhairle agus seirbhísí 

abhcóideachta atá neamhspleách nó, nuair atá an Bord 

den tuairim go mbíonn a leithéid cuí, é a sholáthar go 

díreach chun go mbeidh rochtain ag daoine ar eolas atá 

cruinn, cuimsitheach agus soiléir maidir le seirbhísí sóisialta 

agus gur féidir iad a chur i dteagmháil leis na seirbhísí cuí, 

(b) chun cabhrú agus tacú le daoine aonair, go mór mór leo 

siúd le míchumais, chun a gcuid riachtanas agus roghanna 

a shainaithint agus a thuiscint agus chun a gcuid 

teidlíochtaí ar sheirbhísí sóisialta a rochtain, 

(c) chun rochtain, comhordú agus feasacht an phobail maidir 

le seirbhísí sóisialta a chur chun cinn chomh maith le 

comhairle agus seirbhísí abhcóideachta i dtaca lena leithéid 

de sheirbhísí, bídís ó chomhlacht reachtúil nó ó 

chomhlacht deonach, 

(d) chun tacú le soláthar eolais faoi éifeachtúlacht an bheartais 

sóisialta agus na seirbhísí reatha agus chun iad a chur chun 

cinn agus a fhorbairt, agus béim a leagan ar shaincheisteanna 

gur buaireamh d'úsáideoirí na seirbhísí sin iad, 

(e) chun forbairt agus tacú le comhlachtaí deonacha a 

sholáthraíonn seirbhísí sóisialta lena n-áirítear, nuair atá an 

Bord den tuairim go mbíonn a leithéid cuí, trí sholáthar 

acmhainní airgeadais agus acmhainní eile mar sheirbhísí 

comhtháite eolais, traenála agus forbartha, 

(f) comhairle, eolas agus cabhair a thabhairt don Aire maidir le 

forbairt ghné ar bith de sheirbhísí sóisialta, 

(g) nuair a iarrann an tAire a leithéid, scéimeanna a bhaineann 

le seirbhísí sóisialta a dhearadh chun aghaidh a thabhairt ar 

riachtanais atá sainaitheanta ag an Aire maidir lena leithéid 

de sheirbhísí agus, nuair atá an Bord den tuairim go 

mbíonn a leithéid cuí, na seirbhísí sin a sholáthar go díreach, 

(h) chun an obair maidir le seirbhísí sóisialta a dhéanann a 

leithéid de chomhlachtaí agus a d’fhéadfadh an tAire a 

shonrú a chur chun cinn, a fhorbairt, a spreagadh agus a 

chabhrú, trí sholáthar acmhainní airgeadais nó acmhainní eile, 

(i) chun pleananna straitéiseacha a chur i dtoll a chéile de 

(j) 

réir rannán 8 d'Acht Chomhairle, 2000, 

chun feidhmeanna breise eile a sannadh don Bhord 

faoi rannán 7.(2) d'Acht Chomhairle, 2000 a chomhlíonadh. 

The functions of Comhairle are: 

(a) to support the provision of or, where the Board 

considers it appropriate, to provide directly 

independent information, advice and advocacy 

services so as to ensure that individuals have access to 

accurate, comprehensive and clear information 

relating to social services and are referred to the 

relevant services, 

(b) to assist and support individuals, in particular those 

with disabilities, in identifying and understanding their 

needs and options and in accessing their entitlements 

to social services, 

(c) to promote greater accessibility, co-ordination and 

public awareness of social services and of information, 

advice and advocacy services provided in relation to 

such services whether by a statutory body or a 

voluntary body, 

(d) to support, promote and develop the provision of 

information on the effectiveness of current social 

policy and services and to highlight issues which are of 

concern to users of those services, 

(e) to promote and support the development of voluntary 

bodies providing social services including, where the 

Board considers it appropriate, by the provision of 

financial and other resources such as integrated 

information, training and development services, 

(f) to furnish advice, information and assistance to the 

Minister in relation to the development of any aspect 

of social services, 

(g) whenever the Minister so requests, to design schemes 

relating to social services to address needs identified 

by the Minister concerning such services and, where 

the Board considers it appropriate to do so, to provide 

such services directly, 

(h) to promote, develop, encourage and assist, through 

the provision of financial or other resources, the work 

in relation to social services of such bodies as the 

Minister may specify, 

(i) to prepare strategic plans in accordance with section 8, 

Comhairle Act, 2000, 

(j) 

to perform any additional functions assigned to the 

Board under section 7.(2) of the Comhairle Act, 2000. 

Aguisíní Appendices 

61

8.2 Comhairle Board 

8.2 Bord Comhairle 

Board Members 

Tom Daly, Chair 

Inez Bailey 

Nigel Brander 

Máirín Byrne 

Caroline Casey 

John Bosco Conama 

Ian Coulter [term completed 29/8/2004] 

Rosemary Farrell [term completed 29/8/2004] 

Brian Flynn [term completed 29/8/2004; reappointed 

1/9/2004] 

John Hogan 

Paul Hogan 

Hubert Kearns 

Mary Lyne [appointed 1/9/2004] 

Fionnuala McCarthy [term completed 29/8/2004] 

Maria Mangan 

Joe Meagher 

Rosarie Moylan [term completed 29/8/2004] 

Martin Naughton 

David Ormonde 

Michael Walsh 

Patricia Walshe 

Baill an Bhoird 

Tom Daly, Cathaoirleach 

Inez Bailey 

Nigel Brander 


Caroline Casey 

John Bosco Conama 

Ian Coulter [téarma críochnaithe 29/8/2004] 

Rosemary Farrell [téarma críochnaithe 29/8/2004] 

Brian Flynn [téarma críochnaithe 29/8/2004; athcheapadh 


John Hogan 

Paul Hogan 

Hubert Kearns 

Mary Lyne [ceapadh 1/9/2004] 

Fionnuala McCarthy [téarma críochnaithe 29/8/2004] 

Maria Mangan 

Joe Meagher 

Rosarie Moylan [téarma críochnaithe 29/8/2004] 


David Ormonde 

Michael Walsh 

Patricia Walshe 

Finance Committee 

John Hogan, Chair 




Paul Hogan 



Coiste Airgeadais 

John Hogan, Cathaoirleach 




Paul Hogan 



Audit Committee 

John Hogan, Chair 

Tom Daly 




Paul Hogan 



Coiste Iniúchóireachta 

John Hogan, Cathaoirleach 

Tom Daly 




Paul Hogan 



62 Appendices Aguisíní

8.3 Cairt Eagrúcháin Chomhairle 8.3 Comhairle Organisational Chart 

Board Chair Cathaoirleach Boird Tom Daly 

Chief Executive Príomhfhedhmeannach Leonie Lunny 

Development & Support 

Forbairt & Tacaíocht 

Senior Manager 

Bainisteoir Sinsearach 

Tony McQuinn 

Development & Social Policy 

Forbairt & Beartas 

Sóisialta Bainisteoir 

Manager 

Bainisteoir 

Helen Lahert 

Information & 

Communications Technologies 

TFC 

Manager 

Bainisteoir 

Catherine Hughes 

Information & Advice 

Eolas & Comhairle 

Human Resources & 

Administration 

Acmhainní Daonna 

& Riarachán 

Manager 

Bainisteoir 

Brendan O’Dea 

Human Resources 

Acmhainní Daonna 

Administration 

Riarachán 

Finance, PR & Promotions 

Airgeadas, Caidrimh Phoiblí 

& Cur Chun Cinn 

Manager 

Bainisteoir 

David Scott 

Finance 

Airgeadas 

PR & Promotions 

Caidrimh Phoiblí & 

Cur Chun Cinn 

Regional Services 

Seirbhísí Réigiúnacha 

Senior Manager 

Bainisteoir Sinsearach 

Eileen Fitzgerald 

Dublin North & North East 

BÁC Thuaidh & Thoir Thuaidh 

Offices: Park House (NCR), 

Cavan & Dundalk 

Oifigí: Teach na Páirce, 

(Cuarbhóthar Thuaidh), 

An Cabhán & Dún Dealgan 

Manager 

Bainisteoir 

Josette Cuthbert 

Dublin West & Midlands 

BÁC Thiar & Lár Tíre 

Offices: Tallaght, Mullingar & 

Tullamore 

Oifigí: Tamhlacht, An Muileann 

gCearr, Tulach Mhór 

Manager 

Bainisteoir 

Manager 

Bainisteoir 

Geralyn McGarry 

John Long 

Training & Development 

Oiliúint & Forbairt 

Manager 

Bainisteoir 

Geraldine Cullen 

Dublin South & South East 

BÁC Theas & Thoir Theas 

Offices: Kilkenny & Waterford 

Oifigí: Cill Chainnigh & Port Láirge 

Manager (Acting) 

Bainisteoir (Gníomhach) 

Una Tobin 

Oasis 

Oasis 

Project Manager 

Bainisteoir Tionscadail 

Edel Quinn 

Southern & Mid West 

Deisceartach & Lár an Iarthair 

Offices: Cork & Limerick 

Oifigí: Corcaigh & Luimneach 

Manager 

Bainisteoir 

Assist Ireland 

Assist Ireland 

Helen Brougham 

Project Manager 

Bainisteoir Tionscadail 

Michael Clyne 

West & North West 

Iarthar & Iarthuaisceart 

Offices: Galway, Castlebar, Sligo 

& Letterkenny 

Oifigí: Gaillimh, Caisleán an 

Bharraigh, Sligeach & Litir Ceanainn 

Manager 

Bainisteoir 

Marty Kerrane 


63

8.4 Comhairle Offices and Citizens 

Information Services 

8.4 Oifigí Chomhairle & Ionaid 

Eolais do Shaoránaigh 

Region 1: Dublin North and North East 

Réigiún 1: BÁC Thuaidh agus Thoir Thuaidh 

Kerry 

Ciarraí 

Mayo 

Maigh Eo 

Galway 

Gaillimh 

Clare 

An Chlár 

Roscommon 

Ros Comáin 

Limerick 

Luimneach 

Sligo 

Sligeach 

Leitrim 

Liatrom 

Westmeath 

An Iarmhí 

Donegal 

Dún na nGall 

Longford 

Longfort 

Offaly 

Uíbh Fhailí 

Tipperary 

Tiobraid Árann 

North & East Cork Co. 

Co. Chorcai Thuaidh &Thoir 

Cavan 

An Chabhán 

Monaghan 

Muineacháin 

Kildare North 

Cill Dara Thuaidh 

Laois 

Laois 

Kilkenny 

Cill Chainnigh 

Louth 

An Lú 

Meath 

An Mhí 

Wicklow 

Cill Mhantáin 

Kildare South 

Cill Dara Theas 

Carlow 

Ceatharlach 

Waterford 

Port Láirge 

Dublin 

Baile Átha Cliath 

Wexford 

Loch Garman 

Region 2: Dublin West and Midlands 

Réigiún 2: BÁC Thiar agus Lár Tíre 

Region 3: Dublin South and South East 

Réigiún 3: BÁC Theas agus Thoir Theas 

Region 4: Southern and Mid West 

Réigiún 4: Deisceartach agus Lár an Iarthair 

Region 5: West and North West 

Réigiún 5: Iarthar agus Iarthuaisceart 

West Cork Co. 

Co. Chorcai Thiar 

Cork, Cork City (North) 

Corcaigh, Cathair 

Chorcaí (Thuaidh) 

Swords 

Sord 

Dublin (detail) 

Baile Átha Cliath (mionsonra) 

Finglas 

Fionnghlas 

Blanchardstown 

Baile an Bhlainséir 

Ballyfermot 

Baile Formaid 

Clondalkin 

Cluain Dolcáin 

Tallaght 

Tamhlacht 

Crumlin 

Cromghlinn 

Northside, Dublin (North Bay) 

An Cathair Thuaidh, 

Baile Átha Cliath (Bá Thuaidh) 

City Centre, Dublin 246 

Lár na Cathrach, Baile Átha Cliath 246 

Dublin 8 & Bluebell 

Baile Átha Cliath 8 & An Cloigín Gorm 

Dun Laoghaire 

Dun Laoghaire 


Oifigí Chomhairle 

Comhairle Offices 

Seirbhísí Lárnacha 

7ú n-urlár Teach Hume, Droichead na Dothra, 

Baile Átha Cliath 4 

t: 01 605 9000 

f: 01 605 9099 

Réigiún 1: Baile Átha Cliath Thuaidh agus Thoir Thuaidh 

Central Services 

7th Floor, Hume House, Ballsbridge, Dublin 4 

t: 01 605 9000 

f: 01 605 9099 


Teach na Páirce, 

191-193 

An Cuar-Bhóthar Thuaidh 


t: 01 824 5200 

f: 01 824 5201 

Teach Maighnéid, 

Sráid Fearnáin 

Co. an Chabháin 

t: 049 436 2533 

f: 049 433 2525 

4 Cúirt Adelphi 

An Siúil Fada 

Dún Dealgan 

Co. Lú 

t: 042 933 2913 

f: 042 933 7081 

Park House 

191-193 

North Circular Road 

Dublin 7 

t: 01 824 5200 

f: 01 824 5201 

Magnet House 

Farnham Street 

Co. Cavan 

t: 049 436 2533 

f: 049 433 2525 

4 Adelphi Court 

Long Walk 

Dundalk 

Co. Louth 

t: 042 933 2913 

f: 042 933 7081 

Réigiún 2: Baile Átha Cliath Thiar agus Lár Tíre 


Teach Hainault 

An Chearnóg 

Tamhlacht 


t: 01 462 0444 

f: 01 462 0494 

An Mái 

F/c CIS Co. Uibh 

Sr. an Chaisleáin Fhailí 

An Muileann gCearr Leibhéil 1 

Co. na hIarmhí Ionad an Droichid 

t: 044 40 219 An Tulach Mhór 

f: 044 42 897 Co. Uíbh Fhailí 

t: 0506 41 262 

f: 0506 51 523 

Hainault House 

The Square 

Tallaght 

Dublin 24 

t: 01 462 0444 

f: 01 462 0494 

The Manse 

Castle Street 

Mullingar 

Co. Westmeath 

t: 044 40 219 

f: 044 42 897 

C/o Co. Offaly CIS 

Level One 

Bridge Centre 

Tullamore 

Co. Offaly 

t: 0506 41 262 

f: 0506 51 523 

Réigiún 3: Baile Átha Cliath Theas agus Thoir Theas 


4 An Pharáid 


t: 056 776 5176 

f: 056 776 4211 

14 Sráid Gladstone 

Port Láirge 

t: 051 850 998/872 431 

f: 051 876 575 

4 The Parade 

Kilkenny 

t: 056 776 5176 

f: 056 776 4211 

14 Gladstone Street 

Waterford 

t: 051 850 998/872 431 

f: 051 876 575 



101 Príomhbhóthar Thuaidh 

Corcaigh 

t: 021 422 2280 

f: 021 422 2270 

6ú hurlár 

Ionad Gnó Chúirt na hAbhann 

Cornmarket Square 

Luimneach 

t: 061 440 199 

f: 061 440 198 

101 North Main Street 

Cork 

t: 021 422 2280 

f: 021 422 2270 

6th Floor 

River Court Business Centre 

Cornmarket Square 

Limerick 

t: 061 440 199 

f: 061 440 198 



10 Plás Ely 

Bóthar na Mara 

Gallimh 

t: 091 583 567 

f: 091 588 408 

Bóthair an Phoirt 

Litir Ceanainn 

Co. Dhún na nGall 

t: 074 912 1103 

f: 074 912 3019 

Lána an Mhuilleann 

Caisleán an Bharraigh 

Co. Mhaigh Eo 

t: 094 902 2169 

f: 094 902 1963 

Cnappagh 

Sráid an Leathróis 

Sligeach 

t: 071 916 2809 

/916 2459 

f: 071 916 9716 

10 Ely Place 

Sea Road 

Galway 

t: 091 583 567 

f: 091 588 408 

Port Road 

Letterkenny 

Co. Donegal 

t: 074 912 1103 

f: 074 912 301 

Mill Lane 

Castlebar 

Co. Mayo 

t: 094 902 2169 

f: 094 902 1963 

Knappagh 

Strandhill Road 

Sligo 

t: 071 916 2809 

/916 2459 

f: 071 916 9716 


65

Citizens Information Services 

Ionaid Eolais do Shaoránaigh 


Réigiún 1: Baile Átha Cliath Thuaidh agus Thoir Thuaidh 


Westend House 

Westend Office Park 

Snugborough Road 

Extension 


Dublin 15 

01 822 0449 

Cavan 

Dublin Road 

Cavan 

Co. Cavan 

049 433 2641 

City Centre (Dublin) 

13A Upper O'Connell 

Street 

Dublin 1 

01 809 0604 

Dublin City 

North Bay 

2 Sybil Hill Road 

Raheny 

Dublin 5 

01 805 8574 

Dublin North 

West 

Unit 7 

Finglas Village 

Dublin 11 

01 864 1970 

Fingal 

(North County) 

Unit 26 

Swords Plaza 

Swords 

Fingal 

Co. Dublin 

01 840 6877 

Louth 

4 Adelphi Court 

Long Walk 

Dundalk 

Co. Louth 

042 932 9149 

Meath 

1 Brews Hill 

Navan 

Co. Meath 

046 907 4086 

Monaghan 

23 North Road 

Monaghan 

Co. Monaghan 

047 82 622 

Northside 

Northside Civic 

Centre 

Bunratty Road 

Coolock 

Dublin 17 

01 867 4301 

Baile Bhlainséir 

Áras Westend 

Páirc Oifigí Westend 

Síneadh Bhóthar Snugborough 

Baile Bhlainséir 


01 822 0449 

Cabhán 

Bóthar Bhaile 

Átha Cliath 

Baile Chabháin 

Contae Chabháin 

049 433 2641 

Lár na Cathrach 

(Baile Átha Cliath) 

13A Sráid Uí Chonaill 

Uachtarach 


01 809 0604 

Bá Thuaidh Bhaile 

Átha Cliath 

2 Bóthar Chnoc 

Sibéal 

Ráth Eanaigh 


01 805 8574 

Baile Átha Cliath 

Thiar Thuaidh 

Aonad 7 

Sráidbhaile 

Fhionnghlaise 


01 864 1970 

Fine Gall 

(Contae Thuaidh) 

Aonad 26 

Cearnóg Shord 

Sord 

Fine Gall 

Co. Átha Cliath 

01 840 687 

Lú, 

4 Cúirt Adelphi 

An Siúil Fada 

Dún Dealgan 

Co. Lú 

042 932 9149 

An Mhí 

1 Brews Hill 

An Uaimh 

Co. na Mí 

046 907 4086 

Muineachán 

23 An Bóthar 

Thuaidh 

Baile Mhuineacháin 

Co. Mhuineacháin 

047 82 622 

Lastuaidh 

Ionad Sibhialta 

Lastuaidh 

Bóthar Bhun Raite 

An Chúlóg 


01 867 4301 


Réigiún 2: Baile Átha Cliath Thiar agus Lár Tíre 

Ballyfermot 

Ballyfermot Community 

Civic Centre 

Ballyfermot Road 

Ballyfermot 

Dublin 10 

01 620 7181 

Clondalkin 

Luke Cullen House 

Unit 2 

Oakfield Industrial 

Estate 

9th Lock Road 

Clondalkin 

Dublin 22 

01 457 9045 

Crumlin 

146 Sundrive Road 

Crumlin 

Dublin 12 

01 454 6070 

Dublin 246 

18a Adelaide Road 

Dublin 2 

01 661 5922 

Dublin 8 & 

Bluebell CIS 

90 Meath Street 

Dublin 8 

01 473 4671 

Kildare North 

Derroon House 

Dublin Road 

Maynooth 

Co. Kildare 

01 628 5477 

Kildare South 

Room 5 

Parish Centre 

Station Road 

Newbridge 

Co. Kildare 

045 431 735 

Laois 

27 Main Street 

Portlaoise 

Co. Laois 

0502 21 425 

Longford 

Level One 

Longford Shopping 

Centre 

Longford 

043 41 069 

Offaly 

Level One 

Bridge Centre 

Tullamore 

Co. Offaly 

0506 52 204 

Tallaght 

512 Main Street 

Tallaght 

Dublin 24 

01 451 5887 

Westmeath 

St Mary's Square 

Athlone 

Co. Westmeath 

09064 78 851 

Baile Formaid 

Ionad Sibhialta Phobal 

Bhaile Formaid 

Bóthar Bhaile Formaid 

Baile Formaid 


01 620 7181 


Áras Luke Cullen 

Aonad 2 

Eastát Tionsclaíoch 

Ghort na Darach 

Bóthar an 9ú Loc 



01 457 9045 

Cromghlinn 

146 Bóthar Grianréime 

Cromghlinn 


01 454 6070 


18a Bóthar 

Adelaide 


01 661 5922 

Baile Átha Cliath 8 & 

An Cloigín Gorm CIS 

90 Sráid na Mí 


01 473 4671 

Cill Dara Thuaidh 

Áras Derroon 

Bóthar Bhaile 

Átha Cliath 

Má Nuad 

Co. Chill Dara 

01 628 5477 

Cill Dara Theas 

Seomra 5 

Ionad an Pharóiste 

Bóthar an Stáisiúin 

An Droichead Nua 

Co. Chill Dara 

045 431 735 

Laois 

27 An Phríomh- 

Shráid 

Port Laoise 

Co. Laoise 

0502 21 425 

Longfort 

Leibhéal a hAon 

Ionad 

Siopadóireachta 

Bhaile Longfoirt 

Baile Longfoirt 

043 41 069 

Uíbh Fhailí 

Leibhéal a hAon 

Ionad an Droichid 

Tulach Mhór 

Co. Uíbh Fhailí 

0506 52 204 

Tamhlacht 

512 An Phríomh- 

Shráid 

Tamhlacht 


01 451 5887 

An Iarmhí 

Cearnóg Naomh 

Muire 

Áth Luain 

Co. na hIarmhí 

09064 78 851 

66 

Appendices Aguisíní

Réigiún 3: Baile Átha Cliath Theas agus Thoir Theas 


Ceatharlach 

Ionad Seirbhísí 

Pobail Naomh 

Caitríona 

Bóthar Naomh 

Seosamh 

Ceatharlach 

059 913 8750 

Dún Laoghaire 

85-86 Sráid 

Phádraig 

Dún Laoghaire 

Co Átha Cliath 

01 284 4544 


4 an Pharáid 


056 776 2755 

Tiobraid Árann 

34-35 Sráid an 

Chrócaigh 

Durlas 

Co. Thiobraid 

Árann 

0504 22 399 

Port Láirge 

37 Bóthar Buí 

Port Láirge 

051 351 133 

Loch Garman 

28 Sráid Henrietta 

Loch Garman 

053 42 012 

Cill Mhantáin 

Aonaid 3 & 4 

An Boulevard 

Bóthar Quinsboro 

Bré 

Co. Cill Mhantáin 

01 286 0666 

Carlow, 

St. Catherine’s Community 

Services Centre 

St. Joseph’s Road 

Carlow 

059 913 8750 

Dun Laoghaire 

85-86 Patrick Street 

Dun Laoghaire 

Co. Dublin 

01 284 4544 

Kilkenny 

4 The Parade 

Kilkenny 

056 776 2755 

Tipperary 

34-35 Croke Street 

Thurles 

Co. Tipperary 

0504 22399 

Waterford 

37 Yellow Road 

Waterford 

051 351 133 

Wexford 

28 Henrietta 

Street Wexford 

053 42 012 

Wicklow 

Unit 3 & 4 

The Boulevard 

Quinsboro Road 

Bray 

Co. Wicklow 

01 286 0666 


An Clár 

Lána Bindon 

Plás an Bhainc 

Baile na hInse 

Co. an Chláir 

065 684 1221 

Cathair Chorcaí 

(Thuaidh) 

Bóthar Radharc an 

Chuain 

Cnoc na hAoine 

Corcaigh 

021 430 2301 

Corcaigh (An Mál 

Theas) 

80 An Mál Theas 

Corcaigh 

021 427 7377 

Ciarraí 

4 Lána an Droichid 

Trá Lí 

Co. Chiarraí 

066 712 3655 

Luimneach 

54 Sráid 

Chaitríona 

Luimneach 

061 311 444 


Contae Chorcaí 

Thuaidh & Thoir 

CIC Mhala 

Ionad an Pharóiste 

Bank Place 

Mala 

Co. Chorcaí 

022 20 162 

Contae Chorcaí Thiar 

CIC Bheanntraí 

Bóthar an 

Ghleanna Ghairbh 

Beanntraí 

Corcaigh 

027 52 100 


Clare 

Bindon Lane 

Bank Place 

Ennis 

Co. Clare 

065 684 1221 

Cork City (North) 

Harbour View 

Road 

Knocknaheeny 

Cork 

021 430 2301 

Cork (South Mall) 

80 South Mall 

Cork 

021 427 7377 

Kerry 

4 Bridge Lane 

Tralee 

Co. Kerry 

066 712 3655 

Limerick 

54 Catherine 

Street 

Limerick 

061 311 444 


North & East 

Cork County 

Mallow CIC 

Parish Centre 

Bank Place 

Mallow 

Co. Cork 

022 20 162 

West Cork County 

Bantry CIC 

Glengarrif Road 

Bantry 

Cork 

027 52 100 

Dún na nGall 

Lárionad na 

Seirbhísí Poiblí 

Bóthar Blaney 

Leitir Ceanann 

Co. Dhún na nGall 

074 919 4281 

Gaillimh 

Teach Agaistín, 

Sráid San Agaistín 

Gaillimh 

091 563 344 

Liatroim 

Sráid an Droichid 

Droim Seanbhó 

Co. Liatroma 

071 964 0995 

Maigh Eo 

Teach Cavendish 

Bóthar an Naissc 

Caisleán an 

Bharraigh 

Co. Mhaigh Eo 

094 902 5544 

Ros Comáin 

Sráid an Chaisleáin 

Baile Ros Comáin 

Ros Comáin 

090 662 7922 

Sligeach 

8 Sráid Sheáin 

Baile Shligigh 

071 915 1133 

Donegal 

Public Services Centre 

Blaney Road 

Letterkenny 

Co. Donegal 

074 919 4281 

Galway 

Augustine House 

St. Augustine Street 

Galway 

091 563 344 

Leitrim 

Bridge Street 

Drumshanbo 

Co. Leitrim 

071 964 0995 

Mayo 

Cavendish House 

Link Road 

Castlebar 

Co. Mayo 

094 902 5544 

Roscommon 

Castle Street 

Roscommon Town 

Roscommon 

090 662 7922 

Sligo 

8 Lower John 

Street 

Sligo 

071 915 1133 

Ionaid Eolais do Shaoránaigh – Neamhspleách 

• CIC - Ionad na mBodhar St. Vincent 

• CIC Dún Droma 

• Cumann Náisiúnta na mBodhar 

• CIC na Sionainne 

• CIC Stigh Lorgan 

Citizens Information Centres – Independent 

• CIC – St. Vincent’s Centre for the Deaf 

• Dundrum CIC 

• National Association for Deaf People 

• Shannon CIC 

• Stillorgan CIC 


67

8.5 Information Grants Scheme for Voluntary 

and Community Organisations 

This scheme supports innovative initiatives and measures 

to improve access to information, advice and advocacy 

services. It is Comhairle’s primary fund at national level for 

supporting information provision in the wider community 

and voluntary sector. The focus of the scheme in 2004 was 

on projects which proactively targeted groups who 

experience social exclusion. 

A total fund of ¤200,000 was available in 2004 for the 

scheme with maximum awards of ¤20,000 and minimum 

awards in the region of ¤6,000. 

Grants were awarded to the following organisations: 

• Care for People Dying in Hospital Project for the 

development of an information strategy and resources 

to meet the information needs of patients, families, 

communities of interest and hospital staff with regard to 

death and dying 

• Catherine McAuley Centre to research, produce and 

distribute an information manual in several languages to 

meet the information needs of women refugees and 

asylum seekers 

• Clár ICH for the publication of a tenant handbook aimed 

at older people living in social housing schemes in the 

West Region 

• Galway Youth Information Centre/the Junction Project 

for the production of information on the Juvenile 

Justice System and Garda diversion projects in 

straightforward everyday language 

• Irish Traveller Movement to develop a legal pack 

containing information on areas of law with particular 

impact on Travellers 

• Longford Acorn CDP Project to engage with men in 

disadvantaged groups who have had little contact 

with services 

• namhi for the publication of a series of information 

booklets/fact sheets for people with 

intellectual disability 

• National Adult Literacy Agency to produce an 

interactive reference guide to plain English for 

information providers on CD-ROM with 

accompanying booklet 

• National Youth Federation for the production of an 

information booklet for agencies working with young 

refugees, asylum seekers and minority groups 

• SPIRASI for research and production of a training 

manual to extend the reach of their Health Information 

Programme service to other areas in the country 

• The Immigrant Council of Ireland to recruit and train 

volunteers to provide information by phone, e-mail and 

in person to immigrants and service providers 

• Threshold for an awareness campaign to publicise the 

top four changes being brought in by the new 

legislation on private residential tenancies 

8.5 Scéim Deontas Eolais d’Eagrais Deonacha 

agus Pobail 

Tacaíonn an scéim seo le tionscnaimh agus le bearta chun 

rochtain ar eolas, comhairle agus seirbhísí abhcóideachta a 

fheabhsú. Is é príomhchiste Chomhairle ag an leibhéal 

náisiúnta é chun tacú le soláthar eolais sa phobal i 

gcoitinne agus san earnáil dheonach. Dhírigh fócas na 

scéime sa bhliain 2004 ar thionscadail a chuir béim go 

honnghníomhach ar ghrúpaí a mbíonn an t-eisiamh 

sóisialta orthu. 

Bhí ciste iomlán de ¤200,000 le fáil i 2004 le haghaidh na 

scéime leis an dámachtain ab airde ag ¤20,000 agus 

dámhachtain ab ísle thart faoi ¤6,000. 

Tugadh deontais do na heagraíochtaí seo a leanas: 

• Tionscadal Chúram do Dhaoine ag Fáil Bháis san 

Ospidéal chun straitéis agus acmhainní eolais a fhorbairt 

mar fhreagra ar riachtanais eolais othar, teaghlach, pobal 

agus foireann ospidéal maidir leis an mbás agus dul 

in éag 

• Ionad Catherine McAuley chun taighde a dhéanamh faoi 

lámhleabhar eolais i roinnt teangacha agus é a chur le 

chéile agus a dháileadh mar fhreagra ar riachtanais eolais 

dídeanaí ban agus lucht iarrtha tearmainn 

• ICH Clár chun lámhleabhar do thionóntaí a fhoilsiú a 

dhíríonn ar dhaoine níos sine ag cur fúthu i scéimeanna 

tithíochta sóisialta i Réigiún an Iarthair 

• Ionad Eolais Óige na Gaillimhe/Tionscadal an Junction 

chun eolas faoin gCóras Dlí agus Ceartais do Dhaoine 

Óga agus faoi thionscadail astiúrtha na nGardaí a chur le 

chéile sa ghnáth-theanga laethúil 

• Gluaiseacht Lucht Siúil na hÉireann chun pacáiste 

dlíthiúil ina mbeidh eolas faoi dhlíthe a théann i 

bhfeidhm ar an Lucht Siúil ach go háirithe a 

chur le chéile 

• Tionscadal CDP Acorn an Longfoirt chun dul i 

dteagmháil le fir i ngrúpaí faoi mhíbhuntáiste nach 

mbíonn ach beagán teagmhála le seirbhísí acu 

• namhi chun sraith de leabhráin eolais do dhaoine le 

míchumas meabhrach orthu a fhoilsiú 

• An Áisíneacht Náisiúnta um Litearthacht do Dhaoine 

Fásta chun treoir thagartha idirghníomhach i mBéarla 

soiléir a chur le chéile do lucht soláthair eolais ar 

CD-ROM agus leabhrán leis 

• Cónaidhm Náisiúnta na hÓige chun leabhrán eolais 

d’áisíneachtaí ag obair le dídeanaithe óga, lucht iarrtha 

tearmainn agus mionlaigh a chur le chéile 

• SPIRASI chun lámhleabhar traenála a thaighde agus a 

chur le chéile chun a gClár Eolais Sláinte a leathnú go dtí 

áiteanna eile sa tír 

• Comhairle Inimirceach na hÉireann chun lucht deonach a 

earcú agus a thraenáil chun eolas a thabhairt ar an 

nguthán, ar ríomhphost agus go pearsanta d'inimircigh 

agus do lucht soláthair seirbhísí 

• Threshold le haghaidh feachtas feasachta chun aire a 

dhíriú ar na príomh-cheithre athrú a thiocfaidh i réim 

faoin reachtaíocht nua maidir le tionóntachtaí 

cónaithe príobháideacha 


Accounts 

Cuntais 

Tá na cuntais iniúchta le fáil ar leathanach 86 

Report of the Comptroller & Auditor General 

70 Accounts Cuntais

Cuntais Accounts 

71

Statement on the System of Internal Financial Control 

Responsibility for System of Internal Financial Control 

On behalf of the members of the Board of Comhairle I acknowledge our responsibility for ensuring that an effective 

system of internal financial control is maintained and operated. 

The system can only provide reasonable and not absolute assurance that assets are safeguarded, transactions 

authorised and properly recorded, and that material errors or irregularities are either prevented or would be detected 

in a timely period. 

Key Control Procedures 

The Board has taken steps to ensure an appropriate control environment by: 

• Clearly defining management responsibilities 

• Establishing formal procedures for reporting significant control failures and ensuring appropriate corrective action 

The Board has established processes to identify and evaluate business risks by: 

• Identifying the nature, extent and financial implications of risks facing the Board including the extent and categories 

which it regards as acceptable, 

• Assessing the likelihood of identified risks occurring, 

• Assessing the Board’s ability to manage and mitigate the risks that do occur, and 

• Assessing the costs of particular controls relative to the benefit obtained. 

The system of internal financial control is based on a framework of regular management information, administrative 

procedures including segregation of duties, and a system of delegation and accountability. In particular it includes: 

• A comprehensive budgeting system with an annual budget which is reviewed and agreed by the Board 

• Regular reviews by the Board with periodic and annual financial reports which indicate financial performance 

against forecasts 

• Setting targets to measure financial and other performance 

Comhairle has an internal audit function, as defined in the Board’s Charter for Internal Audit, which operates in 

accordance with the Framework Code of Best Practice set out in the Code of Practice on the Governance of State Bodies. 

The work of the internal audit function is informed by analysis of the risk to which the body is exposed, and annual 

internal audit plans are based on this analysis. The analysis of risk and the internal audit plans have been endorsed by the 

Audit Committee and approved by the Board. At least annually, the internal auditor provides the Board with a report of 

internal audit activity. The report includes the internal auditor’s opinion on the adequacy and effectiveness of the system 

of internal financial control. 

The Board’s monitoring of the effectiveness of the system of internal financial control is informed by the Audit 

Committee which oversees the work of the internal auditor, the executive managers within Comhairle who have 

responsibility for the development and maintenance of the financial control framework, and comments made by the 

Comptroller and Auditor General in his management letter or other reports. 

Annual Review of Controls 

I confirm that in the year ended 31 December 2004 the Board conducted a review of the effectiveness of the system of 

internal financial controls. 

Signed on behalf of the Board of Comhairle 

.............................................................................................. 

Tom Daly 

Chairperson 

Board of Comhairle 

Date ...................................................................................... 

72 Accounts Cuntais

Statement of Board’s Responsibilities 

The Comhairle Act, 2000, Section 22 (4a) requires the Board of Comhairle to prepare financial statements in such form as 

may be approved by the Minister for Social and Family Affairs with the consent of the Minister for Finance. In preparing 

those financial statements, the Board is required to: 

• Select suitable accounting policies and then apply them consistently, 

• Make judgements and estimates that are reasonable and prudent, 

• Prepare the financial statements on the going concern basis unless it is inappropriate to presume that Comhairle will 

continue in operation, and 

• State whether applicable accounting standards have been followed, subject to any material departures disclosed and 

explained in the financial statements. 

The Board is responsible for keeping proper books of account which disclose with reasonable accuracy at any time the 

financial position of the Board and which enable it to ensure that the financial statements comply with Section 22 of the 

Act. The Board is also responsible for safeguarding its assets and hence for taking reasonable steps for the prevention and 

detection of fraud and other irregularities. 

Chair ..................................................................................... 

Board Member ...................................................................... 

Cuntais Accounts 73

Statement of Accounting Policies 

1. Basis of Accounting 

The financial statements have been prepared on an accruals basis, except as stated below, under the historical cost 

convention, and in accordance with generally accepted accounting practice. Financial reporting standards recommended 

by the recognised accounting bodies have been adopted as they become applicable. The unit of currency in which the 

financial statements are denominated is the euro. 

2. Accounting Period 

The financial statements cover the period 1 January to 31 December 2004. 

3. Income Recognition 

State grants are accounted for on a cash receipts basis. 

4. Fixed Assets and Depreciation 

(i) 

(ii) 

Fixed assets are stated at cost less accumulated depreciation, except where a revaluation has taken place. Assets 

that have been revalued are stated at valuation less accumulated depreciation. 

Fixed assets are depreciated at annual rates estimated to write off the assets over their useful lives. Depreciation is 

charged at half the annual rate in year of purchase. Depreciation is at the following rates: 

Computer Equipment Straight-line 33.33% 

Office Equipment Straight-line 20% 

Office Furniture Straight-line 12.5% 

Vehicles Straight-line 25% 

Premises Reducing-balance 2.5% 

(iii) 

Where an asset has been revalued, the depreciation charge is based on the revalued amount and the remaining 

useful economic life of the asset. 

5. Superannuation 

A superannuation scheme under Section 15 of the Comhairle Act, 2000, is in the course of preparation. At present staff 

of Comhairle who were formerly staff of the National Rehabilitation Board (NRB) who retire receive superannuation 

benefits under the terms of the Local Government Superannuation Scheme; staff who were formerly staff of the National 

Social Service Board (NSSB) receive benefits under the terms of the Nominated Health Agencies Superannuation Scheme; 

and staff who have been employed by Comhairle subsequent to its establishment and who retire receive benefits in line 

with the terms of the Nominated Health Agencies Superannuation Scheme. Salaries and wages are charged in the 

financial statements net of superannuation contributions. 

6. Capital Account 

The capital account represents: 

(i) 

(ii) 

The unamortised value of income used to finance fixed assets, and 

The unamortised surplus arising on the revaluation of fixed assets. 

7. Leased Assets 

(a) 

(b) 

Finance Leases 

Where an asset was acquired under a finance lease, the capital element of the asset has been included in fixed 

assets and amortised over the life of the asset and the outstanding capital element of the leasing obligations was 

included in creditors. The interest element is written off over the primary period of the lease. 

Operating Leases 

Rental payments under operating leases have been dealt with in the income and expenditure account as incurred. 

74 

Accounts Cuntais

Income and Expenditure Account For The Year Ended 31 December 2004 

Note 2004 ¤ 2003 ¤ 

Income 

State Grants 1 17,900,856 17,016,748 

Other Income 2 272,424 517,715 

18,173,280 17,534,463 

Transfer from Capital Account 16 433,553 207,216 

18,606,833 17,741,679 

Expenditure 

Salaries and Pensions 3 4,516,703 4,041,343 

Administration Costs 4 2,719,130 2,824,926 

Regional Services 6 9,182,567 8,623,735 

Information and Advice Services 7 1,085,066 1,262,313 

Information and Communications Technology Services 9 389,213 559,181 

Development and Social Policy Services 10 203,604 219,374 

Advocacy Service Development 11 157,979 - 

Training and Development Services 12 279,647 258,468 

18,533,909 17,789,340 

Surplus / (Deficit) for the Year 72,924 (47,661) 

Surplus at 1 January 221,813 269,474 

Surplus at 31 December 294,737 221,813 

The Board has no gains or losses other than those dealt with in the Income and Expenditure Account. 

The results for the period relate to continuing operations. 

The Statement of Accounting Policies, Cash Flow Statement and Notes 1 to 19 form part of these financial statements. 

Chair...................................................................................... 

Board Member....................................................................... 

Cuntais Accounts 75

Balance Sheet as at 31 December 2004 


Fixed Assets 

13 6,281,075 6,714,628 

Current Assets 

Debtors and Prepayments 14 436,454 333,226 

Bank and Cash on Hand 117,638 118,610 

554,092 451,836 

Current Liabilities 

Creditors: Amounts Falling Due within One Year 15 (259,355) (230,023) 

(259,355) (230,023) 

Net Current Assets 

294,737 221,813 

Total Assets 6,575,812 6,936,441 

Represented by 

Capital Account 16 6,281,075 6,714,628 

Income and Expenditure Account 294,737 221,813 

6,575,812 6,936,441 

The Statement of Accounting Policies, Cash Flow Statement and Notes 1 to 19 form part of these financial statements. 

Chair...................................................................................... 


76 

Accounts Cuntais

Cash Flow Statement for the Year Ended 31 December 2004 


Reconciliation of Surplus for the Period to Net Cash 

from Operating Activities 

Surplus / (Deficit) for the period 72,924 (47,661) 

Transfer from Capital Account (433,553) (207,216) 

Depreciation 544,096 503,478 

(Increase) / Decrease in Debtors (103,229) (49,648) 

Increase / (Decrease) in Creditors 29,333 (85,038) 

Net Cash Inflow / (Outflow) from Operating Activities 109,571 113,915 

Cash Flow Statement 

Net Cash Inflow / (Outflow) from Operating Activities 109,571 113,915 

Capital Expenditure: 

Acquisitions 13 (110,543) (296,262) 

Increase / (Decrease) in Cash for the Period (972) (182,347) 

Reconciliation of Net Cash Flow to Movement in Net Funds 

Movement in Net Funds for the Period (972) (182,347) 

Net Funds at 1 January 2004 118,610 300,957 

Net Funds at 31 December 2004 117,638 118,610 

The Statement of Accounting Policies and Notes 1 to 19 form part of these financial statements. 

Chair...................................................................................... 


Cuntais Accounts 77

Notes to the Financial Statements for the Year Ended 31 December 2004 


1. State Grants 

Grant to Comhairle* 17,820,856 16,936,748 

Grant to Comhairle - Integrated Information Services 80,000 80,000 

17,900,856 17,016,748 

* State Grant includes provision for Oasis. The Oasis project (Online Access to Services, Information and Support) is an 

initiative funded by the Information Society Fund through the Department of Social and Family Affairs, which provides 

access to information on public services via the Internet. 

2. Other Income 

North Western Health Board – Contribution to 

Integrated Information Services 90,097 - 

Sales of Information Material 32,774 39,494 

Training Fees 20,142 8,273 

Copyright Royalties 19,273 - 

Premises Rental and Services 39,597 49,619 

Voluntary Sector Insurance Scheme - 376,959 

Other Income 70,541 43,370 

272,424 517,715 

3. Salaries and Pensions † 

Management Services 1,026,917 749,799 

Information and Advice Services 456,640 361,450 

Oasis 267,480 242,153 

Information and Communications Technology Services 181,814 230,163 

Development and Social Policy Services 194,768 184,926 

Training and Development Services 426,823 349,625 

Regional Services 1,962,261 1,923,227 

4,516,703 4,041,343 

† The average number of staff employed by Comhairle in the period was 90. Salaries, wages and superannuation 

amounted to ¤4,738,615 (2003, ¤4,000,039). Superannuation payments in the period amounted to ¤135,935 (2003, 

¤121,123). The contribution to superannuation in the period amounted to ¤221,912 (2003, ¤200,849). 

4. Administration Costs 

Accommodation and Establishment 5 1,092,666 949,337 

Travel and Subsistence 202,552 239,864 

Stationery and Other Office Supplies 209,685 170,687 

Postage and Telephone 271,833 292,335 

Consultancy and Reports 94,398 236,764 

Public Relations 14,975 78,651 

Recruitment 42,046 63,516 

78 

Accounts Cuntais



4. Administration Costs (cont) 

Seminars and Meetings 12,347 15,507 

Insurance 85,428 120,516 

Board Expenses 39,985 39,627 

Board Publications 29,347 41,685 

Affiliation Fees 8,156 5,410 

External Audit Fees 11,550 11,000 

Internal Audit Fees 33,880 30,250 

Bad Debts 12,691 7,054 

Depreciation 544,096 503,478 

Interest and Charges 3,146 2,752 

Other 10,349 16,493 

2,719,130 2,824,926 

5. Accommodation and Establishment 

Rent and Rates 851,783 719,670 

Light and Heat 70,269 60,096 

Offsite Storage 7,781 5,226 

Maintenance and Security 162,833 164,345 

1,092,666 949,337 

6. Regional Services 

(i) Citizens Information Grants: 

Dublin North and North Eastern Region 1,897,670 1,594,640 

Dublin West and Midlands Region 1,912,271 1,536,911 

Dublin South and South Eastern Region 1,159,618 1,019,897 

Southern and Mid Western Region 1,043,812 936,092 

West and North Western Region 1,217,267 928,869 

(ii) Central Support to CICs: 

Conferences, Seminars and Meetings 31,645 108,191 

Materials, Support and Evaluation 35,135 24,098 

Advertising 195,886 231,285 

Network Support 21,455 - 

Access Improvement Programme 109,956 201,153 

(iii) Citizens Information Phone Service 704,440 760,000 

(iv) Mobile Units 51,180 37,596 

(v) Volunteering - 642,412 

(vi) Social Mentor Project 13,521 15,502 

(vii) Advocacy Development 181,404 92,385 

(viii) Information Development 187,967 189,528 

(ix) Integrated Information Services Development 334,997 217,400 

(x) Regional Training and Development 84,343 87,776 

9,182,567 8,623,73 

Cuntais Accounts 79



7. Information and Advice Services 

Information and Publication Grants 337,985 237,329 

Publications 190,332 277,457 

Oasis Project 8 361,739 564,151 

Information Services 105,877 109,166 

Database Development 88,151 67,100 

Miscellaneous 982 7,110 

1,085,066 1,262,313 

8. Oasis Project 

Public Relations, Promotion and Advertising 158,843 254,575 

Telecommunications 71,242 65,840 

Consultancy 128,673 241,923 

Miscellaneous 2,981 1,813 

361,739 564,151 

9. Information and Communications Technology Services 

Citizens Information Centres 130,317 215,180 

Support and Management Services 258,896 344,001 

389,213 559,181 

10. Development and Social Policy Services 

Disability and Information Research 73,945 81,621 

Research Support 87,414 72,708 

Social Policy Grants and Reports 42,245 65,045 

203,604 219,374 

11. Advocacy Service Development 

Grants 100,000 - 

Consultancy and Research 57,979 - 

157,979 - 

12. Training and Development Services 

Training Resources 30,425 15,855 

Cost of Trainers and Venues 47,784 22,976 

Staff Training 73,676 61,626 

Staff Performance Management 3,086 49,788 

Training Grants 21,383 18,486 

Money Advice Unit 83,474 82,785 

Development of Standards and Accreditation 19,022 6,874 

Miscellaneous 797 78 

279,647 258,468 

80 

Accounts Cuntais


13. Fixed Assets 

Computer Office Office Motor 

Premises Equipment Equipment Furniture Vehicles Total 

Cost ¤ ¤ ¤ ¤ ¤ ¤ 

Balance at 1 January 2004 7,715,389 1,788,432 767,003 1,059,749 171,087 11,501,660 

Additions - 88,022 13,665 8,856 - 110,543 

Disposals - - - (318,231) - (318,231) 

Revaluations - - - - - - 

Balance at 31 December 2004 7,715,389 1,876,454 780,668 750,374 171,087 11,293,972 

Accumulated Depreciation 

Balance at 1 January 2004 1,537,517 1,556,017 681,590 905,557 106,351 4,787,032 

Charge for the period 229,968 230,154 27,491 35,951 20,532 544,096 

Disposals during the period - - - (318,231) - (318,231) 

Balance at 31 December 2004 1,767,485 1,786,171 709,081 623,277 126,883 5,012,897 

Net Book Value 

Balance at 1 January 2004 6,177,872 232,415 85,413 154,192 64,736 6,714,628 

Balance at 31 December 2004 5,947,904 90,283 71,587 127,097 44,204 6,281,075 

Note: 

Premises assets owned by Comhairle were revalued on the basis of Open Market Value at 1July 2002. 

These premises assets are revalued on a rolling programme basis, every five years. Revaluations were carried out by 

professional property consultants. 

14. Debtors and Prepayments 2004 ¤ 2003 ¤ 

Debtors: 

Trade Debtors 24,176 37,695 

Other Debtors 22,919 12,471 

47,095 50,166 

Prepayments 389,359 283,060 

436,454 333,226 

15. Creditors and Accruals 

Trade Creditors 147,709 142,429 

Other Creditors 111,646 87,594 

259,355 230,023 

Cuntais Accounts 81


2004 ¤ 2003 ¤ 

16. Capital Account 

Balance at 1 January 2004 6,714,628 6,921,844 

Transfer to Income and Expenditure Account: 

Capital Expenditure in the Year 110,543 296,262 

Amortisation in line with Asset Depreciation (544,096) (503,478) 

(433,553) (207,216) 

Balance at 31 December 2004 6,281,075 6,714,628 

17. Superannuation 

A new accounting standard, Financial Reporting Standard No. 17 – Retirement Benefits (FRS 17), was issued by the 

Accountancy Standards Board in November 2000. Compliance with the new standard does not become mandatory until 

the financial year 2005. However in accordance with the transitional arrangement set down by the standard, Comhairle is 

required to disclose the liabilities related to the pension scheme for its employees by way of a note to the accounts. The 

results set out below are based on an actuarial valuation of the liabilities in respect of Comhairle staff and pensioners as 

at 31 December 2004. This valuation was carried out using the projected unit method. 

The financial assumptions used to calculate retirement liabilities under FRS 17 as at 31 December 2004 were as follows: 

Valuation Method 

Projected Unit 

Discount Rate 5.00% 

Inflation Rate 2.25% 

Salary Increases 4.00% 

Pension Increases 4.00% 

There are no assets held by the scheme. 

¤ 

Present value of pension scheme liabilities 17,385 

Net surplus / (deficit) in pension scheme (17,385) 

Net pension (liability) / asset (17,385) 

The financial assumptions used to calculate the components of the defined benefit cost for the year ended 31 December 

2004 were as follows: 

Valuation Method 

Projected Unit 

Discount Rate 6.00% 

Inflation Rate 2.00% 

Salary Increases 4.00% 

Pension Increases 4.00% 

82 

Accounts Cuntais


17. Superannuation (cont) 


¤000s 

Analysis of the amount which would be charged to operating profit 

Current Service Cost 723 

Past Service Cost - 

Settlements and Curtailments - 

Analysis of the amount which would be credited to other finance income 

Interest on Scheme Liabilities (750) 

Expected Return on Scheme Assets - 

Analysis of the amount which would be recognised in the Statement of Total 

Recognised Gains and Losses (STRGL) 

Actual Return Less Expected Return on Scheme Assets - 

% of Scheme Assets - 

Experience Gains and Losses (602) 

% of Present Value of Scheme Liabilities (3.5%) 

Changes in Assumptions (3,210) 

% of Present Value of Scheme Liabilities (18.7%) 

Actuarial Gain / (Loss) Recognised in STRGL (3,812) 

Analysis of the movement in surplus during the year 

Surplus/(Deficit) at beginning of the year (12,100) 

Current Service Cost (723) 

Contributions - 

Past Service Costs - 

Settlements and Curtailments - 

Other Finance Income (750) 

Actuarial Gain / (Loss) (3,812) 

Surplus / (Deficit) at end of year (17,385) 

18. Commitments Under Operating Lease 

The Board had leasing commitments payable in the next twelve months and under the leasehold interest of premises 

as follows: 

2004 ¤ 2003 ¤ 

Lease of Office Accommodation 

Expiring after one year and before five years 641,438 627,306 

Expiring after 5 years - - 

641,438 627,306 

19. Approval of Financial Statements 

The Board of Comhairle approved these Financial Statements on …………………......................................................... 

Cuntais Accounts 83

Prompt Payment of Accounts Act, 1997 

The Prompt Payment of Accounts Act 1997 (the Act) came into operation on 2 January 1998. Comhairle came under the 

remit of the Act with effect from 2 January 2001. The payment practices of Comhairle are reported below for the year 

ended 31 December 2004 in accordance with section 12 of the Act. 

(a) 

It is the policy of Comhairle to ensure that all invoices are paid promptly. Specific procedures are in place that 

enable it to track all invoices and ensure that payments are made before the due date. Invoices are registered 

daily and cheques are issued as required to ensure timely payments. 

(b) 

The system of internal control incorporates such controls and procedures as are considered necessary to ensure 

compliance with the Act. The organisation’s system of internal control includes accounting and computer 

controls designed to ensure the identification of invoices and contracts for payment within the prescribed 

payment dates defined by the Act. These controls are designed to provide reasonable, and not absolute, 

assurance against material non-compliance with the Act. The accounts department produces a report that 

identifies unpaid outstanding invoices and this report is reviewed regularly. 

(c) 

There were 6 late payments in excess of ¤317 during 2004 that exceeded the due payment date by an average 

of 98 days. The value of these late payments was ¤9,569. Overall, late payments represented 0.1% of total 

payments made by Comhairle with associated penalty interest of ¤275. 

99.9% of all payments were paid within the prescribed timeframe. 

There have been no material developments since 1 January 2005. 

Chair...................................................................................... 


Chief Executive...................................................................... 

Date...................................................................................... 

84 

Accounts Cuntais

Cuntais 

Tuarascáil an Ard-Reachtaire Cuntas agus Ciste


87

Ráiteas um an gCóras Rialála Airgeadais Inmheánaigh 

Freagracht as an gCóras Rialála Airgeadais Inmheánaigh 

Aithnímse, thar ceann bhaill Bhord Chomhairle, ár bhfreagracht as a chinntiú go gcothabháiltear agus go n-oibrítear córas 

éifeachtach rialála airgeadais inmheánaigh. 

Ní féidir leis an gcóras ach forchinntiú réasúnta seachas ceann absalóideach a thabhairt go dtugtar cosaint do 

shócmhainní, go n-údaraítear agus go dtaifeadtar na hidirbhearta mar is ceart, agus go gcosctar nó go mbraithfí earráidí 

nó neamhrialtachtaí ábhartha laistigh de thréimhse thráthúil. 

Eochair-Nósanna Imeachta 

Tá an Bord tar éis glacadh le céimeanna le comhshaol rialála cuí a chinntiú trí: 

• Fhreagrachtaí bainistíochta a shainmhíniú go soiléir 

• Nósanna imeachta foirmiúla a bhunú do thuairisciú na dteipeanna móra rialála agus do chinntiú de 

ghníomh ceartaithe cuí 

Tá próisis bunaithe ag an mBord chun priacail ghnó a aithint agus a mheasúnú: 

• trí bhunbhrí, méid agus impleachtaí airgeadais na bpriacal atá os comhair an Bhoird a aithint, lena n-áirítear an méid 

agus na catagóirí a mheasann sé a bheith inghlactha, 

• trí mheasúnú ar an dóchúlacht go dtarlóidh na priacail aitheanta, 

• trí mheasúnú ar chumas an Bhoird chun tarlú na bpriacal a bhainistiú agus a mhaolú, agus 

• trí mheasúnú ar chostais rialuithe áirithe os coinne an sochar a fhaightear astu 

Tá an córas rialála airgeadais inmheánaigh bunaithe ar chreatlach d’eolas rialta bainistíochta, ar ghnáthaimh riaracháin 

lena n-áirítear deighilt na ndualgas, agus ar chóras tarmligin agus cuntasachta. Áirítear leis ach go háirithe: 

• Córas cuimsitheach buiséadaithe le buiséad bliantúil a dhéantar arna athbhreithniú agus arna chomhaontú 

ag an mBord 

• Athbhreithnithe rialta ag an mBord ar thuarascálacha airgeadais tréimhsiúla agus bliantúla a thugann tásc ar 

fheidhmíocht airgeadais os coinne na réamh-mheastachán 

• Socrú na spriocanna chun feidhmíocht airgeadais agus eile a thomhas 

Tá feidhm inmheánach iniúchta ag Comhairle mar a shainmhínítear i gCairt an Bhoird um Iniúchadh Inmheánach, a 

oibríonn de réir an Chreat-Chóid Dea-Chleachtais arna leagan amach sa Chód Cleachtais um Rialachas na gComhlachtaí 

Stáit. Is í anailís ar an bpriacal dá nochtar an comhlacht a mhúnlaíonn saothar fheidhm an iniúchta inmheánaigh, agus 

nuaítear pleananna iniúchta bliantúla ar an anailís sin. Fuair an anailís priacail agus na pleananna iniúchta inmheánaigh 

formhuiniú ón gCoiste Iniúchta agus forcheadú ón mBord. Soláthraíonn an tiniúchóir inmheánach tuarascáil um 

ghníomhaíocht san iniúchadh inmheánach ar bhonn bliantúil ar a laghad. Áirítear leis an tuarascáil tuairim an iniúchóra 

inmheánaigh ar leordhóthanacht agus éifeachtacht an chórais rialála airgeadais inmheánaigh. 

Is é an Coiste Iniúchta, a mhaoirsíonn saothar an iniúchóra inmheánaigh, na bainisteoirí feidhmeannacha laistigh de 

Chomhairle a mbíonn cúram orthu as forbairt agus cothabháil na creatlaí rialúcháin airgeadais; agus na tuairimí a thugann 

an tArd-Reachtaire Cuntas agus Ciste ina litir bainistíochta agus ina chuid tuarascálacha eile; is iadsan a mhúnlaíonn 

monatóireacht an Bhoird ar éifeachtacht an chórais rialála airgeadais inmheánaigh. 

Athbhreithniú Bliantúil na Rialála 

Deimhnímse gur ndeachaigh an Bord sa bhliain dar críoch 31 Nollaig 2004 i mbun athbhreithnithe ar éifeachtacht an 

chórais rialála airgeadais inmheánaigh. 

Sínithe thar ceann Bhord Chomhairle 

.............................................................................................. 

Tom Daly 

Cathaoirleach 

Bord Chomhairle 

Dáta...................................................................................... 

88 Accounts Cuntais

Ráiteas um Fhreagrachtaí an Bhoird 

Ní foláir do Bhord Chomhairle faoi réir an Achta Comhairle, 2000, Alt 22 (4a), ráitis airgeadais a ullmhú i bhfoirm éigin is 

a fhéadann an tAire Gnóthaí Sóisialaigh agus Teaghlaigh a fhorcheadú le comhthoiliú an Aire Airgeadais. Ní mór don 

Bhord, in ullmhú na ráiteas airgeadais sin: 

• Beartais oiriúnacha cuntasaíochta a roghnú agus iad a fheidhmiú go comhsheasmhach ansin, 

• Breithiúnais agus meastacháin a dhéanamh ata réasúnach críonna, 

• Na ráitis airgeadais a ullmhú ar bhonn gnóthais leantaigh mura míchuí a thoimhdiú go leanfaidh Comhairle i mbun 

oibriúcháin, agus 

• A chur in iúl cé acu ar leanadh na caighdeáin chuntasaíochta infheidhmithe nó nár leanadh, faoi réir ag aon difríochtaí 

ábhartha a nochtar agus a mhínítear sna ráitis airgeadais. 

Bíonn an Bord freagrach as leabhair chuí cuntais a choinneáil, ina nochtar le cruinneas réasúnta ag tráth ar bith staid 

airgeadais an Bhoird, agus a chuireann ar a chumas a chinntiú go gcloíonn na ráitis airgeadais le hAlt 22 den Acht. Bíonn 

an Bord freagrach fosta as cosaint a shócmhainní agus dá réir as céimeanna réasúnacha a ghlacadh chun calaois agus na 

neamhrialtachtaí eile a chosc agus a bhrath. 

Cathaoirleach......................................................................... 

Ball den Bhord....................................................................... 


89

Ráiteas um Beartais Chuntasaíochta 

1. Bunús na Cuntasaíochta 

Is ar bhonn na bhfabhruithe a ullmhaíodh na ráitis airgeadais, seachas mar a thugtar le fios thíos, faoi choinbhinsiún an 

chostais stairiúil, agus de réir an bheartais chuntasaíochta a nglactar go forleathan leis. Glacadh leis na caighdeáin um 

thuairisciú airgeadais arna moladh ag an comhlachtaí aitheanta cuntasaíochta de réir mar a tháinig siad i bhfeidhm. Is é an 

euro an t-aonad airgeadra ina n-ainmnítear na ráitis airgeadais. 

2. Tréimhse Chuntasaíochta 

Cuimsíonn na ráitis airgeadais an tréimhse idir 1 Eanáir agus 31 Nollaig 2004. 

3. Aitheantas Ioncaim 

Cuntasaítear do dheontais Stáit ar bhonn na n-admhálacha airgid. 

4. Sócmhainní Seasta agus Dímheas 

(i) 

(ii) 

Tugtar na sócmhainní seasta ag an gcostas lúide dímheas carntha, seachas sa chás inar tharla athluacháil. Tugtar 

na sócmhainní a athluacháladh ag an luacháil lúide dímheas carntha. 

Dímheastar na sócmhainní seasta ag rátaí bliantúla arna meas leis na sócmhainní a dhíscríobh thar a mbeatha 

úsáideach. Gearrtar an dímheas ag a leath den ráta bliantúil i mbliain an cheannaigh. Is ag na rátaí seo a leanas 

atá an dímheas: 

Trealamh Ríomhaireachta Líne-Dhíreach 33.33% 

Trealamh Oifige Líne-Dhíreach 20% 

Troscán Oifige Líne-Dhíreach 12.5% 

Feithiclí Líne-Dhíreach 25% 

Áitreabh Iarmhéid-Laghdaitheach 2.5% 

(iii) 

Is ar an méid athluacháilte agus ar fhuílleach na beatha úsáidí eacnamaíochta de chuid na sócmhainne a 

bhunaítear an muirear dímheasa sa chás ina ndearnadh sócmhainn a athluacháil. 

5. Aoisliúntas 

Táthar i mbun ullmhúcháin ar scéim aoisliúntais faoi Alt 15 den Acht Chomhairle, 2000. Faigheann an fhoireann Chomhairle a 

scoireann, arbh fhoireann leis an mBord Athshlánaithe Náisiúnta iad roimhe seo sochair aoisliuntais faoi réir théarmaí Scéim 

Aoisliúntais an Rialtais Áitiúil. Faigheann an fhoireann arbh fhoireann leis an mBord Seirbhísí Sóisialacha Náisiúnta roimhe seo 

iad sochair faoi théarmaí Scéim Aoisliúntais na nGníomhaireachtaí Sláinte Ainmnithe. Faigheann an fhoireann atá i 

bhfostaíocht Chomhairle i ndiaidh a bhunaithe agus a scoireann sochair a chloíonn le téarmaí Scéim Aoisliúntas na 

nGníomhaireachtaí Sláinte Ainmnithe. Gearrtar tuarastail agus pá sna ráitis airgeadais glan ar ranníocaíochtaí aoisliúntais. 

6. Cuntas Caipitil 

Léiríonn an cuntas caipitil: 

(i) 

(ii) 

Luach neamh-amúchta an ioncaim a úsáidtear le sócmhainní seasta a airgeadú, agus 

Barrachas neamh-amúchta a éiríonn aníos ar athluacháil na sócmhainní seasta. 

7. Sócmhainní Léasaithe 

(a) 

(b) 

Léasanna Airgeadais 

Nuair a fuarthas sócmhainn faoi léas airgeadais, áiríodh an cion caipitil den tsócmhainn sna sócmhainní seasta 

agus amúchadh í thar bheatha na sócmhainne agus áiríodh cion an chaipitil atá fós sna hoibleagáidí léasa leis na 

creidiúnaithe. Díscríobhtar an cion úis thar phríomhthréimhse an léasa. 

Léasanna Oibriúcháin 

Pléadh le híocaíochtaí cíosa faoi léasanna oibriúcháin sa chuntas ioncaim agus caiteachais de réir mar a chuathas fúthu. 

90 Accounts Cuntais

Cuntas Ioncaim agus Caiteachais don Bhliain Dar Críoch 31 Nollaig 2004 

Nóta 2004 ¤ 2003¤ 

Ioncam 

Deontais Stáit 1 17,900,856 17,016,748 

Ioncam eile 2 272,424 517,715 

18,173,280 17,534,463 

Aistriú ón gCuntas Caipitil 16 433,553 207,216 

18,606,833 17,741,679 

Caiteachas 

Tuarastail agus Pinsin 3 4,516,703 4,041,343 

Costais Riaracháin 4 2,719,130 2,824,926 

Seirbhísí Réigiúnacha 6 9,182,567 8,623,735 

Seirbhísí Eolais agus Comhairle 7 1,085,066 1,262,313 

Seirbhísí Theicneolaíocht na Faisnéise agus na Cumarsáide 9 389,213 559,181 

Seirbhísí Forbartha agus Beartais Sóisialta 10 203,604 219,374 

Forbairt na Seirbhíse Abhcóideachta 11 157,979 - 

Seirbhísí Oiliúna agus Forbartha 12 279,647 258,468 

18,533,909 17,789,340 

Barrachas / (Easnamh) don Bhliain 72,924 (47,661) 

Barrachas ag 1 Eanáir 221,813 269,474 

Barrachas ag 31 Nollaig 294,737 221,813 

Níl aon ghnóthachain ná cailliúintí ag an mBord seachas iad siúd ar pléadh leo sa Chuntas Ioncaim agus Caiteachais. 

Baineann na torthaí don tréimhse le hoibriúcháin leanúnacha. 

Is cuid de na ráitis airgeadais seo iad an Ráiteas um Beartais Chuntasaíochta, an Ráiteas ar Shreabhadh Airgid agus na 

Nótaí 1 go 19. 

Cathaoirleach......................................................................... 

Ball den Bhord....................................................................... 


91

An Clár Comhardaithe amhail ag 31 Nollaig 2004 


Sócmhainní Seasta 

13 6,281,075 6,714,628 

Sócmhainní Reatha 

Féichiúnaithe agus Réamhíocaíochtaí 14 436,454 333,226 

Banc agus Airgead ar Láimh 117,638 118,610 

554,092 451,836 

Dliteanais Reatha 

Creidiúnaithe: Suimeanna Dlite laistigh de Bhliain Amháin 15 (259,355) (230,023) 

(259,355) (230,023) 

Glansócmhainní Reatha 

294,737 221,813 

Sócmhainní Iomlána 6,575,812 6,936,441 

Arna léiriú ag: 

Cuntas Caipitil 16 6,281,075 6,714,628 

Cuntas Ioncaim agus Caiteachais 294,737 221,813 

6,575,812 6,936,441 

Is cuid de na ráitis airgeadais seo iad an Ráiteas um Beartais Chuntasaíochta, an Ráiteas ar Shreabhadh Airgid agus na 

Nótaí 1 go 19. 

Cathaoirleach......................................................................................................... 

Ball den Bhord ...................................................................................................... 

92 Accounts Cuntais

Ráiteas ar Shreabhadh Airgid don Bhliain Dar Críoch 31 Nollaig 2004 


Réiteach an Bharrachais don Tréimhse le Glan-Airgead 

ó Ghníomhaíochtaí Oibriúcháin 

Barrachas / (Easnamh) don tréimhse 72,924 (47,661) 

Aistriú ón gCuntas Caipitil (433,553) (207,216) 

Dímheas 544,096 503,478 

(Méadú) / Laghdú sna Féichiúnaithe (103,229) (49,648) 

Méadú / (Laghdú) sna Creidiúnaithe 29,333 (85,038) 

Insreabhadh / (Eisreabhadh) Glan-Airgid ó Ghníomhaíochtaí Oibriúcháin 109,571 113,915 

Ráiteas ar Shreabhadh Airgid 

Insreabhadh / (Eisreabhadh) Glan-Airgid ó Ghníomhaíochtaí Oibriúcháin 109,571 113,915 

Caiteachas Caipitiúil: 

Earraí Fála 13 (110,543) (296,262) 

Méadú / (Laghdú) in Airgead Don Tréimhse (972) (182,347) 

Réiteach an Ghlan-Sreafa Airgid le Gluaiseacht sna Glanchistí 

Gluaiseacht sna Glanchistí don Tréimhse (972) (182,347) 

Glan-Chistí ag 1 Eanáir 2004 118,610 300,957 

Glan-Chistí ag 31 Nollaig 2004 117,638 118,610 

Is cuid de na ráitis airgeadais seo iad an Ráiteas um Beartais Chuntasaíochta agus na Nótaí 1 go 19. 

Cathaoirleach ........................................................................................................ 

Ball den Bhord ...................................................................................................... 


93

Nótaí leis na Ráitis Airgeadais don Bhliain Dar Críoch 31 Nollaig 2004 


1. Deontais Stáit 

Deontas do Chomhairle* 17,820,856 16,936,748 

Deontas do Chomhairle – Seirbhísí Eolais Chomhtháite 80,000 80,000 

17,900,856 17,016,748 

* Áirítear leis an Deontas Stáit foráil do Oasis. Is tionscnamh arna mhaoiniú ag Ciste Shochaí na Faisnéise tríd an Roinn 

Gnóthaí Sóisialacha agus Teaghlaigh é tionscadal Oasis (Rochtain ar Líne ar Sheirbhísí, Faisnéis agus Tacaíocht), a 

sholáthraíonn rochtain ar eolas i leith na seirbhísí poiblí trí mheán an Idirlín. 

2. Ioncam Eile 

Bord Sláinte an Iarthuaiscirt – Ranníocaíocht do 

Sheirbhísí Eolais Chomhtháite 90,097 - 

Díolacháin d’Ábhar Faisnéise 32,774 39,494 

Táillí Oiliúna 20,142 8,273 

Ríchíosanna Cóipchirt 19,273 - 

Cíos Áitribh agus Seirbhísí 39,597 49,619 

Scéim Árachais na hEarnála Deonaí - 376,959 

Ioncam Eile 70,541 43,370 

272,424 517,715 

3. Tuarastail agus Pinsin † 

Seirbhísí Bainistíochta 1,026,917 749,799 

Seirbhísí Eolais agus Comhairle 456,640 361,450 

Oasis 267,480 242,153 

Seirbhísí Theicneolaíocht na Faisnéise agus na Cumarsáide 181,814 230,163 

Seirbhísí Forbartha agus Beartais Sóisialta 194,768 184,926 

Seirbhísí Oiliúna agus Forbartha 426,823 349,625 

Seirbhísí Réigiúnacha 1,962,261 1,923,227 

4,516,703 4,041,343 

† Ba é 90 duine an meánlíon foirne a d’fhostaigh Comhairle sa tréimhse. Tháinig tuarastail, pá agus aoisliúntas chuig 

¤4,738,615 (2003, ¤4,000,039). Tháinig íocaíochtaí aoisliúntais sa tréimhse chuig ¤135,935 (2003, ¤121,123). Tháinig an 

ranníocaíochta don aoisliúntas sa tréimhse chuig ¤221,912 (2003, ¤200,849). 

4. Costais Riaracháin 

Cóiríocht agus Teaghlachas 5 1,092,666 949,337 

Taisteal agus Cothabháil 202,552 239,864 

Soláthairtí Stáiseanóireachta agus Oifige Eile 209,685 170,687 

Postas agus Guthán 271,833 292,335 

Comhairleacht agus Tuairiscí 94,398 236,764 

Caidrimh Phoiblí 14,975 78,651 

Earcaíocht 42,046 63,516 

94 Accounts Cuntais



4. Costais Riaracháin (ar lean) 

Seimineáir agus Cruinnithe 12,347 15,507 

Árachas 85,428 120,516 

Caiteachais Bhoird 39,985 39,627 

Foilseacháin Bhoird 29,347 41,685 

Táillí Cleamhnaithe 8,156 5,410 

Táillí Iniúchta Seachtraigh 11,550 11,000 

Táillí Iniúchta Inmheánaigh 33,880 30,250 

Droch-Fhiacha 12,691 7,054 

Dímheas 544,096 503,478 

Ús agus Muirir 3,146 2,752 

Eile 10,349 16,493 

2,719,130 2,824,926 

5. Cóiríocht agus Teaghlachas 

Cíos agus Rátaí 851,783 719,670 

Solas agus Teas 70,269 60,096 

Stóráil lasmuigh den Láthair 7,781 5,226 

Cothabháil agus Slándáil 162,833 164,345 

1,092,666 949,337 

6. Seirbhísí Réigiúnacha 

(i) Deontais Eolais do Shaoránaigh: 

Réigiún Bhaile Átha Cliath Thuaidh agus an Oirthuaiscirt 1,897,670 1,594,640 

Réigiún Bhaile Átha Cliath Thiar agus Lár na Tíre 1,912,271 1,536,911 

Réigiún Bhaile Átha Cliath Theas agus an Oirdheiscirt 1,159,618 1,019,897 

Réigiún an Deiscirt agus Lár an Iarthair 1,043,812 936,092 

Réigiún an Iarthair agus an Iarthuaiscirt 1,217,267 928,869 

(ii) Tacaíocht Lárnach do na CIC-í: 

Comhdhálacha, Seimineáir agus Cruinnithe 31,645 108,191 

Ábhair, Tacaíocht agus Luacháil 35,135 24,098 

Fógraíocht 195,886 231,285 

Tacaíocht Líonra 21,455 - 

Clár Feabhsaithe Rochtana 109,956 201,153 

(iii) Seirbhís Ghutháin de chuid Eolas do Shaoránaigh 704,440 760,000 

(iv) Aonaid Soghluaiste 51,180 37,596 

(v) Obair Dheonach - 642,412 

(vi) Tionscadal na gComhairleoirí Sóisialta 13,521 15,502 

(vii) Forbairt na hAbhcóideachta 181,404 92,385 

(viii) Forbairt na Faisnéise 187,967 189,528 

(ix) Forbairt na Seirbhísí Eolais Chomhtháite 334,997 217,400 

(x) Oiliúint agus Forbairt Réigiúnach 84,343 87,776 

9,182,567 8,623,735 


95



7. Seirbhísí Eolais agus Comhairle 

Deontais Fhaisnéise agus Foilseachán 337,985 237,329 

Foilseacháin 190,332 277,457 

Tionscadal Oasis 8 361,739 564,15 

Seirbhísí Eolais 105,877 109,166 

Forbairt Bhunachar Sonraí 88,151 67,100 

Ilghnéitheach 982 7,110 

1,085,066 1,262,313 

8. Tionscadal Oasis 

Caidrimh Phoiblí, Cur chun Cinn agus Fógraíocht 158,843 254,575 

Teileachumarsáid 71,242 65,840 

Comhairleacht 128,673 241,923 

Ilghnéitheach 2,981 1,813 

361,739 564,151 

9. Seirbhísí Theicneolaíocht na Faisnéise agus na Cumarsáide 

Lárionaid Eolais do Shaoránaigh 130,317 215,180 

Seirbhísí Tacaíochta agus Bainistíochta 258,896 344,001 

389,213 559,181 

10. Seirbhísí Forbartha agus Beartais Sóisialta 

Taighde um Míchumas agus Faisnéis 73,945 81,621 

Tacaíocht Taighde 87,414 72,708 

Deontais agus Tuairiscí Beartais Sóisialta 42,245 65,045 

203,604 219,374 

11. Forbairt na Seirbhíse Abhcóideachta 

Deontais 100,000 - 

Comhairleacht & Taighde 57,979 - 

157,979 - 

12. Seirbhísí Oiliúna agus Forbartha 

Acmhainní Oiliúna 30,425 15,855 

Costas na nOiliúnóirí agus na nIonad 47,784 22,976 

Oiliúint Foirne 73,676 61,626 

Bainistiú Fheidhmíocht na Foirne 3,086 49,788 

Deontais Oiliúna 21,383 18,486 

Aonad Chomhairle Airgid 83,474 82,785 

Forbairt na gCaighdeán agus Creidiúnú 19,022 6,874 

Ilghnéitheach 797 78 

279,647 258,468 

96 Accounts Cuntais


13. Sócmhainní Seasta 

Trealamh Trealamh Troscán Mótor 

Áitreabh Riomhaireachta Oifige Oifige Feithiclí Iomlán 

Costas ¤ ¤ ¤ ¤ ¤ ¤ 

Iarmhéid ag 1 Eanáir 2004 7,715,389 1,788,432 767,003 1,059,749 171,087 11,501,660 

Breiseanna - 88,022 13,665 8,856 - 110,543 

Diúscairtí - - - (318,231) - (318,231) 

Athluachálacha - - - - - - 

Iarmhéid ag 31 Nollaig 2004 7,715,389 1,876,454 780,668 750,374 171,087 11,293,972 

Dímheas Carntha 

Iarmhéid ag 1 Eanáir 2004 1,537,517 1,556,017 681,590 905,557 106,351 4,787,032 

Muirear don tréimhse 229,968 230,154 27,491 35,951 20,532 544,096 

Diúscairtí le linn na tréimhse - - - (318,231) - (318,231) 

Iarmhéid ag 31 Nollaig 2004 1,767,485 1,786,171 709,081 623,277 126,883 5,012,897 

Glan-Luach Leabhair 

Iarmhéid ag 1 Eanáir 2004 6,177,872 232,415 85,413 154,192 64,736 6,714,628 

Iarmhéid ag 31 Nollaig 2004 5,947,904 90,283 71,587 127,097 44,204 6,281,075 

Nóta: 

Rinneadh sócmhainní aitribh faoi úinéireacht Chomhairle a athluacháil ar bhonn Luach an Mhargaidh Oscailte ag 1 Iúil 

2002. Déantar na sócmhainní aitribh seo a athluacháil ar bhonn cláir rollaigh, gach aon chúig bliana. Ba iad comhairligh 

ghairmiúla maoine a rinne na hathluachálacha. 

14. Féichiúnaithe agus Réamhíocaíochtaí 2004 ¤ 2003 ¤ 

Féichiúnaithe: 

Féichiúnaithe Trádála 24,176 37,695 

Féichiúnaithe Eile 22,919 12,471 

47,095 50,166 

Réamhíocaíochtaí 389,359 283,060 

436,454 333,226 

15. Creidiúnaithe agus Fabhruithe 

Creidiúnaithe Trádála 147,709 142,429 

Creidiúnaithe Eile 111,646 87,594 

259,355 230,023 


97


2004 ¤ 2003¤ 

16. Cuntas Caipitil 

An Iarmhéid ag 1 Eanáir 2004 6,714,628 6,921,844 

Aistriú chuig an gCuntas Ioncaim agus Caiteachais: 

Caiteachas Caipitil sa Bhliain 110,543 296,262 

Amúchadh de réir/ag cloí le Dímheas Sócmhainní (544,096) (503,478) 

(433,553) (207,216) 

An Iarmhéid ag 31 Nollaig 2004 6,281,075 6,714,628 

17. Aoisliúntas 

D’eisigh Bord na gCaighdeán Cuntasaíochta caighdeán nua cuntasaíochta, Caighdeán Tuairiscithe Airgeadais Uimh. 17 – 

Sochair Scoir (FRS 17), i mí na Samhna na bliana 2000. Ní bheidh comhlíonadh an chaighdeáin úir éigeantach nó go dtí 

an bhliain airgeadais 2005. Ní foláir do Chomhairle, de réir an tsocraithe idirthréimhsigh a leagtar síos leis an gcaighdeán, 

na dliteanais a bhaineann leis an scéim pinsin dá fhostaithe a nochtadh ámh trí mheán nóta leis na cuntais.Tá na torthaí a 

leagtar amach thíos bunaithe ar luacháil achtúireach de na dliteanais i ndáil le foireann Chomhairle agus pinsinéirí mar ab 

amhlaidh ag 31 Nollaig 2004. Rinneadh an luacháil seo ag úsáid mhodh an aonaid réamh-mheasta. 

Ba iad seo a leanas na toimhdí airgeadais a úsáideadh le dliteanais scoir a ríomh faoi FRS 17 faoi mar ab amhlaidh ag 31 

Nollaig 2004: 

Modh Luachála 

Aonad 

Réamh-Mheasta 

Ráta Lacáiste 5.00% 

Ráta Boilscithe 2.25% 

Méaduithe Tuarastail 4.00% 

Méaduithe Pinsin 4.00% 

Níl aon sócmhainní i seilbh na scéime. 

¤ 

Luach reatha de dhliteanais na scéime pinsin 17,385 

Glan-bharrachas / (Glan-easnamh) sa scéim pinsin (17,385) 

(Glandliteanas) / glansócmhainn pinsin (17,385) 

Ba iad seo a leanas na toimhdí airgeadais a úsáideadh le comhábhair chostas an tsochair shainithe a ríomh don bhliain dar 

críoch 31 Nollaig, 2004: 

Modh Luachála 

Aonad 

Réamh-Mheasta 

Ráta Lacáiste 6.00% 

Ráta Boilscithe 2.00% 

Méaduithe Tuarastail 4.00% 

Méaduithe Pinsin 4.00% 

98 Accounts Cuntais


17. Aoisliúntas (ar lean) 


¤000s 

Is í seo a leanas anailís ar an tsuim a ghearrfaí ar bhrabús oibriúcháin: 

Costas na Seirbhíse Reatha 723 

Costas na Seirbhíse Roimhe seo - 

Socraíochtaí agus Giorrúcháin - 

Is í seo a leanas anailís ar an tsuim a chuirfí chun creidmheasa ioncam airgeadais eile: 

Ús ar dhliteanais scéime (750) 

An toradh lena bhfuiltear ag dúil ar shócmhainní na scéime - 

Is é seo leanas anailís ar an tsuim a d'aithneofaí sa Ráiteas um Ghnóthachain agus 

Cailliúintí Aitheanta Iomlána (RGCAI): 

Toradh achtúireach lúide an toradh lena bhfuiltear ag dúil ar shócmhainní scéime - 

% de shócmhainní scéime - 

Gnóthachain agus cailliúintí eispéiris/taithí (602) 

de luach reatha na ndliteanas scéime (3.5%) 

Athruithe um thoimhdí (3,210) 

% de luach reatha na ndliteanas scéime (18.7%) 

Gnóthachan / (Cailliúint) achtúireach a aithnítear sa RGCAI (3,812) 

Is é seo a leanas anailís ar an ngluaiseacht sa bharrachas i rith na bliana: 

Barrachas / (Easnamh) ag tús na bliana (12,100) 

Costas na seirbhíse reatha (723) 

Ranníocaíochtaí - 

Costais na seirbhíse roimhe seo - 

Socraíochtaí agus Giorrúcháin - 

Ioncam airgeadais eile (750) 

Gnóthachan / (cailliúint) achtúireach (3,812) 

Barrachas / (Easnamh) ag deireadh na bliana (17,385) 

18. Tiomantais Faoin Léas Oibriúcháin 

Bhí tiomantais léasaithe ag an mBord ar iníoctha sna chéad dhá mhí dhéag eile iad agus faoi ús léasachta áitribh mar seo 

a leanas: 

2004 ¤ 2003¤ 

Léasú na Cóiríochta Oifige 

Ag dul in éag tar éis bliain amháin agus roimh chúig bliana 641,438 627,306 

Ag dul in éag tar éis 5 bliana - - 

641,438 627,306 

19. Forcheadú na Ráiteas Airgeadais 

Thug Bord Chomhairle forcheadú do na Ráitis Airgeadais seo ar............................................................ 


99

An tAcht um Íoc Pras Cuntas, 1997 

Tháinig an tAcht um Íoc Pras Cuntas 1997 (an tAcht) i bhfeidhm ar 2 Eanáir 1998. Tháinig Comhairle faoi théarmaí 

tagartha an Achta le héifeacht ón 2 Eanáir 2001. Tuairiscítear cleachtais íocaíochta Chomhairle thíos don bhliain dar 

críoch 31 Nollaig 2004 de réir alt 12 den Acht. 

(a) 

(b) 

(c) 

Tá nósanna imeachta faoi leith in ionad lena chur ar a chumas gach sonrasc a rianú agus a chinntiú go ndéantar 

na híocaíochtaí roimh an dáta dlite. Cláraítear na sonraisc go laethúil agus eisítear seiceanna de réir mar is gá 

chun íocaíochtaí tráthúla a chinntiú. 

Cuimsíonn an córas rialála inmheánaigh na rialacháin agus na gnáthaimh sin agus a mheastar a bheith 

riachtanach chun comhlíonadh an Achta a chinntiú. Áirítear le córas rialála inmheánaigh an eagrais rialacháin 

chuntasaíochta agus ríomhaireachta atá deartha le haithint na sonrasc agus na gconarthaí lena n-íoc a chinntiú 

laistigh de na dátaí íoctha a thugtar faoi shainmhíniú an Achta. Tá na rialacháin seo deartha le forchinntiú ar 

réasúnach, ach nach absalóideach é, a sholáthar i gcoinne neamh-chomhlíonta ábhartha leis an Acht. Táirgíonn 

rannóg na gcuntas tuairisc ina n-aithnítear sonraisc neamhíoctha atá fós le teacht isteach agus déantar an 

tuairisc sin a athbhreithniú go rialta. 

Bhí 6 cinn d'íocaíochtaí déanacha ann sa bhreis ar ¤317 i rith na bliana 2004 a sháraigh an dáta íoctha dlite le 

meán de 98 lá. Ba é ¤9,569 luach na n-íocaíochtaí déanacha seo. Bhí na híocaíochtaí déanacha mar 0.1% de na 

híocaíochtaí iomlána a rinne Comhairle, le hús gaolmhar pionóis de ¤275. 

Íocadh 99.9% de gach íocaíochta laistigh den chreat ama a leagadh síos dóibh. 

Ní raibh aon fhorbairtí ábhartha ann ón 1 Eanáir 2005. 

Cathaoirleach......................................................................................................... 

Ball den Bhord....................................................................................................... 

Príomhfheidhmeannach......................................................................................... 

Dáta....................................................................................................................... 

100 Accounts Cuntais

Comhairle 

Hume House 

Ballsbridge 

Dublin 4 

Comhairle 

Teach Hume 

Droichead na Dothra 


t +353 605 9000 

f +353 605 9099 

e comhairle@comhairle.ie 

w www.comhairle.ie

Comhairle's Annual Report 2004 - Citizens Information Board

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