Customer Charter

National Museum of Ireland’s Vision

A world-class institution that promotes the widest understanding of Ireland’s distinctive culture and natural history, and its place in the world.

Mission

Our purpose is to:

  • Collect, preserve, promote and exhibit Ireland’s portable material heritage and natural history
  • Interpret and promote the collections and make them accessible to audiences at home and abroad
  • Be an authoritative voice on relevant aspects of Irish heritage, culture and natural history
  • Maintain the lead role in education, research and scholarship pertaining to the collections

Values

The National Museum of Ireland aims to uphold and practice these values in the course of our work:

  • Authenticity: providing accurate, balanced and expert information in context
  • Working in Partnership: with staff, stakeholders and relevant institutions in Ireland and elsewhere
  • Excellence: working to achieve excellence in our activities and processes
  • Investing in people: investing in staff to ensure maximum development of their potential and delivery of the highest-quality services

Statement of Service Commitment

The National Museum of Ireland is committed to providing the customer with a high quality service. This Charter sets out the standard of service you are entitled to expect from us.

We will:

1. Treat you courteously and with consideration at all times.

2. Provide full and accurate information in relation to the services provided by the National Museum of Ireland.

3. Provide a quality service to a wide range of audiences.

4. Provide a quality visitor experience at the four sites of the National Museum of Ireland. We aim to ensure that our public areas are welcoming, accessible and clean.

5. Be available to answer telephone calls during normal working hours, Monday to Friday and provide an effective telephone contact service for customers who wish to contact the Museum during out of office hours and at weekends. Where the officer sought is not available, you will be connected to a voicemail system, which will give up to date information relating to the availability of the person and, where applicable, who to contact in his/her absence. If we cannot deal immediately with a telephone query we will take details and call back at an agreed time.

6. Acknowledge all written communications within 10 days of receipt and where possible provide a substantive response within 20 days of receipt. The acknowledgement will state the period required to provide a response if it is outside the 20 day period. All correspondence will provide full contact and reference details.

7. Acknowledge all electronic communications within 10 days of receipt and where possible provide a substantive response within 20 days of receipt. The acknowledgement will state the period required to provide a response if it is outside the 20 day period. All correspondence will provide full contact and reference details. If the staff member is away for more than one day an out of office message will be automatically sent to the sender, which will give up to date information relating to the availability of the person sought and, where applicable, who to contact in his/her absence.

8. Be available to meet with you punctually by appointment during working hours.

9. Keep our website www.museum.ie up to date and ensure that it contains information relevant to our customer base.

10. Provide a service for customers who wish to conduct business through Irish.

Complaints

You have the right to complain if the standard of service you receive falls short of what is set out in this Customer Charter. Complaints should be addressed, in the first instance, to the relevant individual or department in the Museum that you have been dealing with. If it is not resolved to your satisfaction the complaint should be referred to the Director, National Museum of Ireland, Kildare Street, Dublin 2.

Commitment to Continuous Improvement

The National Museum of Ireland is committed to the continuous improvement of our range of services. We welcome your views as to how we can best meet your needs and how we might enhance your experience of the National Museum of Ireland. The Museum will provide comment cards at its public sites, put a facility on its website whereby customer feedback can be submitted online and will also encourage its staff to use their day to day contact with customers as a means to gathering feedback on quality of the service provided.

Performance against the service standards set out in this Customer Charter will be continuously monitored and will be reported on in the National Museum of Ireland's Annual Report.

The Charter will be updated as required on an annual basis.

Location

The Museum is located at four sites:

  • Archaeology - Kildare Street, Dublin 2
  • Natural History - Merrion Street , Dublin 2
  • Decorative Arts & History - Collins Barracks , Benburb Street, Dublin 2
  • Country Life - Turlough Park, Castlebar, Co. Mayo.

How to contact us

Phone Number: +353 1 6777444
E-mail Addresses: Most staff have an individual e-mail address in the following format - first letter of initial name followed by the second name and the domain is @museum.ie all lower case e.g. John Smith would be at jsmith@museum.ie and Anne Duffy would be at aduffy@museum.ie.

Review of Customer Charter

This Customer Charter will be reviewed in late 2014.

 back to top

 
Web Design by Arekibo