Galway County Council has published its Customer Services Action Plan 2025-2029, setting out a major programme to enhance how the organisation serves and engages with the public.
Adopted by Elected Members at the January Plenary Council meeting on Monday evening (26 January ) and aligned with the Council’s Corporate Plan 2025–2029, the bilingual plan includes a strengthened Customer Services Team aimed at improving consistency and response times across all service areas. It also provides for more expanded online services delivery, more welcoming public customer services environments, and a gradual increase in services available through Irish, in line with national legislation.
The Council plans to bring services closer to communities by enhancing resources and functions within the five Municipal Districts of Loughrea, Ballinasloe, Tuam, Athenry, and Connemara. A new Project Management Office will oversee major projects, while a dedicated Innovation Team will explore new ways to deliver services, putting the ‘customer’ at the heart of Galway County Councils innovation drive.
The action plan sets clear unambiguous standards for services offered in person, in writing, by phone and online. Response targets include acknowledging correspondence within five days and replying within 20.
The plan also includes a robust best practice, Customer Code of Conduct that sets out the responsibilities of staff and service users, providing guidance on respectful behaviour, handling peaceful protests and safeguarding children in Council facilities. Complaints and appeals procedures have been strengthened, with clear timelines for responses and the option of review by the Ombudsman.
Equality and human rights are central to the new plan. Impact assessments will be carried out under the Public Sector Equality and Human Rights Duty, with annual reports on complaints, requests for reasonable accommodations and improvements to services captured.
Cllr David Collins, Cathaoirleach of the County of Galway, said the plan reflects a shared commitment to delivering high quality services for the people of Galway.
“Like any public?facing organisation, Galway County Council must meet the expectations and needs of the people it serves and adapt to changing conditions, “he explained.
“Good public service is about more than meeting expectations, it is about building trust and strengthening Galway County Council’s relationship with communities. I commend the Chief Executive and staff for their work and look forward to the positive impact this new Customer Services Action Plan will have.”
Chief Executive Liam Conneally said the new plan provides a roadmap for continuous improvement and ensures that Galway County Council is well placed to meet the needs of communities over the years ahead.
“This plan is about making it easier for people to engage with the Council and ensuring every interaction is respectful and positive,” he added. “By improving digital access, creating more welcoming customer service points and listening to feedback, we are putting customers at the centre of everything we do. With the support of staff and elected members, it will help us build a stronger connection with communities and deliver better services across County Galway.”
The Customer Services Action Plan 2025-2029 may be accessed via www.galway.ie from Friday, 30th January 2026.
This article is funded by Comisiún na Meán.
