Oak Park. Customer Action Plan

Customer Action Plan

2012 – 2015

Foreword

I am pleased to introduce the third Customer Action Plan for Teagasc covering the period 2012 - 2015.

This Action Plan was produced in association with the Teagasc National Partnership Committee in the context of the Public Service Quality Customer Charter Initiative, the Programme for Government (2011), and the Public Sector Reform Plan (2011). It provides a framework for measuring and improving the quality of services provided, and for reporting on these. Listening to our customers, both internal and external is essential in the identification of areas for improvement. In preparing this document, we incorporated internal and external feedback to ensure the potential for improving our service was identified.

Progress under the Government’s Principles of Quality Customer Service will be monitored. Consultation with all parties in the agri-food sector will result in further efficiency improvements

in service delivery. I would also like to assure staff in this period of change that, as valued customers of Teagasc, they will be properly supported and consulted in relation to service delivery issues.

Teagasc staff play a lead role in delivering a quality customer service, and their input and support is central to the implementation of this Action Plan. I am grateful to all members of staff who contributed to the preparation of the Plan and who will be involved in its implementation.

Professor Gerry Boyle Director

Mandate

•To provide or procure educational, training, and advisory services in agriculture’

•To obtain and make available to the agricultural industry the scientific and practical information in relation to agriculture required by it’

•To understand, promote, encourage, assist, co-ordinate, facilitate and review agricultural research and development (including research and development in relation to food processing and the food processing industry)’.

1988 Agriculture (Research, Training and Advice) Act

Mission Statement

‘To support science based innovation in the agri-food sector and wider bio-economy so as to underpin profitability, competitiveness and sustainability’.

Statement of Values

We aim to be professional, responsive, efficient, accountable and independent through endeavouring to attain scientific excellence in all our activities and by working in partnership with other organisations to meet the needs of our stakeholders.

Organisational Goals

Goal 1 Improve the competitiveness of agriculture, food and the wider bio-economy

Goal 2 Support sustainable farming and the environment

Goal 3 Encourage diversification of the rural economy and improve the quality of life in rural areas

Goal 4 Enhance organisational capability and deliver value for money

1. Introduction and Context 1

2. How We Deliver Services 2

3. Teagasc Customer Service Charter 5

4. Action Plan for Service Improvement 8

QCS Principle 1 Quality Service Standards 8

QCS Principle 2 Equality/Diversity 9

QCS Principle 3 Physical Access 10

QCS Principle 4 Information 11

QCS Principle 5 Timeliness and Courtesy 12

QCS Principle 6 Complaints 13

QCS Principle 7 Appeals 13

QCS Principle 8 Consultation and Evaluation 14

QCS Principle 9 Choice 15

QCS Principle 10 Official Languages Equality 16

QCS Principle 11 Better Co-ordination 17

QCS Principle 12 Internal Customer 18

Appendices 20

Appendix 1 Teagasc Management Structure 20

Appendix 2 Office Contact Details 20

This Customer Action Plan represents a framework for our customer service developments over the next three years. It is one of the key elements in our goal to deliver value for money through high standards of accountability and governance. This Plan supports our Customer Charter and takes account of the twelve principles guiding delivery of services by public service organisations. Teagasc is committed to addressing issues raised by customers through consultation and evaluation. Recent feedback report high levels of overall satisfaction (Knowledge Transfer Advisory clients reported overall satisfaction levels of 96% and 95% for 2009 and 2010 respectively, with similar ratings for Education participants). This Plan incorporates comments and suggestions from customers and staff on service improvement.

External Environmental Context

The majority of Teagasc customers operate in the agricultural and food sector. This sector is facing the challenge of meeting growing demands for global food and energy security, whilst promoting environmental sustainability. In addition to food security there are growing expectations from wealthier consumers for better quality and healthier products produced in a more sustainable manner. Primary food producers are expected to increase production using fewer inputs, lower energy consumption per unit of product, and provide an array of public goods.

These represent both threats and opportunities for Ireland, its farmers and food processors. To take advantage of the opportunities and minimise the threats, our future national strategy must aim to ensure the continuation of a strong agricultural production base that is competitive and sustainable; contributes to a secure and sustainable European food supply; is compatible with the urgent requirement to reduce greenhouse gas emissions; contributes to future energy needs; is able to respond to market demands; and helps sustain strong rural communities.

In order to benefit from these emerging consumer trends and address the environmental and other challenges arising, the Irish agri-food sector requires access to ongoing research as well as an enhanced level of investment in advisory and education.

Internal Environmental Context

Internally, Teagasc has undergone and will continue to undergo substantial rationalisation and re-organisation. Since 2008, the organisation has substantially reduced the number of offices throughout the country, from 91 to an anticipated 51 by the middle of 2012. The moratorium on recruitment in the public service has seen Teagasc staff numbers reduce from 1,557 at the end of 2008 to 1,189 at the end of 2011, and the Government has set a target for a further reduction to 997 staff members by the end of 2014. The number of Teagasc Directorates has been reduced from six to three in a bid to improve integration of resources to the benefit of the customer.

While office closures and the rapid fall in staff numbers will result in financial savings, there is potential for some customers to experience a reduction in the level of customer service they have previously enjoyed. The Teagasc Customer Charter outlines the commitment Teagasc makes to its customers. This Action Plan aims firstly, to protect existing customer service levels as outlined in the Customer Charter, taking account of the twelve principles guiding delivery of services by public service organisations. Secondly, the Plan introduces innovative measures to improve the customer experience of our external and internal customers.

About Teagasc

Teagasc – the Agriculture and Food Development Authority – provides integrated research, advisory and training services to the agriculture and food industry. It was established in September 1988 under the Agriculture (Research, Training and Advice) Act, 1988.

Research, Knowledge Transfer and Knowledge

Absorption Activities

Teagasc is the leading organisation in the fields of agriculture and food research in Ireland, undertaking innovative research, knowledge dissemination and education covering the following broad thematic areas:

•Animal and Grassland

•Crops, Environment and Land Use

•Food

•Rural Economy and Development.

Research

Our annual research portfolio comprises some 300 research projects, carried out by 500 scientific and technical staff in our research centres throughout Ireland. We collaborate extensively with our colleagues in Irish universities. Our post-graduate fellowship programme, which supports more than 150 MSc and PhD students annually, enhances this collaboration. We participate extensively in EU Framework Programmes and we have developed bilateral agreements with research organisations in Europe, the USA and New Zealand.

The challenge for our research is to provide leadership to the agri-food industry and rural communities by generating new knowledge and innovation to underpin competitiveness and rural and environmental sustainability. The main focus of our research is on the delivery of results with potential for economic and social impact.

Our Food Research Programme delivers collaboration with industry product and process innovations to the Irish food sector, while achieving consistent quality and guaranteed safety. The Food Programme ranges from market studies through to strategic research to technology development services and training programmes.

Knowledge Transfer Advisory

Knowledge transfer supports innovation by farmers in the management of their businesses and provides access to the technologies they can apply to improve their competitiveness. The Knowledge Transfer advisory programme is delivered by advisers in 12 Regional Advisory Areas. These advisers are in contact with some 80,000 farmers and rural dwellers each year, of who approximately 45,000 avail of our intensive farm consultancy service. The service can be categorised in terms of its impacts on the following areas:

•Sustainable growth, efficiency and competitiveness

•Environment

•Rural Development

•Life long learning

•Public awareness and general information provision.

The service is targeted at intensive dairy, drystock, and tillage farmers, but is influenced by public policy schemes and the provision of public goods including compliance with

2. Teagasc and its Customers

environmental regulation. The best technologies and the latest research is transferred to farmers using a variety of methods, including discussion groups, individual consultations, farm management newsletters, the education and training programme and through a large number of public events. The Advisory Programme is supported by Specialists who are closely linked to the Research programme to ensure effective transfer of new information.

Knowledge Transfer Education

Teagasc is the primary education provider for the overall land-based sector and is a significant training provider to the food sector. We also provide specialised and customised training to the agri-service sector as required. We are a registered FETAC training provider, and work in partnership with many other education stakeholders, including the Universities, Institutes of Technologies and others, to deliver quality-driven, applied education and training programmes. Our education programmes are provided through a network of colleges and regional education centres with full-time, part-time and distance learning courses offered as appropriate. Lifelong learning is now an essential requirement in the farming sector and our advisory and education services are committed to expanding our role in this area in line with increased demand for our courses in recent years.

Teagasc Customers and Model of Delivery

Teagasc by being involved in research, knowledge transfer and education has a wide range of external and internal customers including in no particular order:

•Farmer clients

•Existing and prospective students

•Department of Agriculture Food and the Marine

•Other Irish and European Union government departments and agencies

•Farm organisations

•Agricultural and food industry personnel

•Collaborating and other researchers and research institutions

•Suppliers

•General public

The Teagasc model of delivery recognises the importance of integrating research, advisory and education in order to ensure impact on its stakeholder customers.

Figure 1 Teagasc Model of Delivery

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This Customer Charter outlines our commitments to our external

customers regarding the level of service we aim to provide across

our organisation.

Commitments to our Customers

•Customer requests are responded to promptly in a helpful and courteous manner.

•Customers are treated fairly, in a professional and ethical manner.

•Customer information is treated confidentially and in line with data protection legislation. Information about our services and your entitlement to these services is easily accessible. In providing information, we will ensure:

•Technical information is presented to you in a format easy to understand.

•Our website is up to date with clear and accurate information and is easy to access and navigate.

•Quality and consistency in the delivery of information to you.

In arranging major events, we will ensure:

•You are notified a minimum of three days in advance.

•Event locations are well signposted (where required) and events start punctually.

We will strive to ensure our facilities are:

•Clean, comfortable and comply with health and safety and accessibility regulations.

In our contact through office visits or farm visits we will:

•Keep our appointments with you or inform you of possible delays.

To maintain the high quality of our services and research, we will:

•Consult with stakeholders to ensure our services remain relevant to industry needs.

•Undertake international peer review of our research services on a regular basis.

•Promote publication of research results in international peer reviewed journals.

3. Teagasc Customer Charter

What to expect when you contact us

•We will be available to answer your calls during normal office hours.

•You can expect to be met with courtesy and a helpful manner and will be listened to with respect.

•If the staff member requested is not available, we will connect you with another person who can help, or take details of your query and ensure you are called back at a time that suits you.

•Telephone and voice-mail enquiries will be responded to within two working days. If a definite answer to queries cannot be provided within this timeframe, you will be notified as to when you can expect a detailed reply.

By email

•E-mail enquiries will be acknowledged within two working days and responded to fully within five working days.

•If for any reason we cannot respond within this time, we will send you an acknowledgement, which will state when you can expect a full reply.

•All our email correspondence will include relevant contact information.

In writing

•We aim to respond to all written communications within five working days. If for any reason we cannot respond within this time, we will send you an acknowledgement, which will state when you can expect a full reply.

•Staff will include their name and contact details on all correspondence.

Service through Irish

•We will endeavour to accommodate customers who to wish to deal with us through Irish.

Help Us to Help You

•Making appointments for consultations or visits.

•Informing us of your needs.

•Notifying us in the event of delay or cancellation.

•Treating our staff with courtesy and consideration.

•Notifying our staff member in advance of the issue for discussion thereby enabling us to prepare adequately.

Dealing with Comments and Complaints

We aim to deliver a high quality service at all times and we welcome feedback from customers on how we can improve our service. If for any reason you are not satisfied, please tell us. You have the right to complain.

Customer complaints will be treated fairly and without bias, will be promptly investigated, and if we find we have made a mistake, we will apologise and work to rectify the situation as quickly as possible.

Teagasc is committed to safeguarding the rights of the complainant and the staff member or service involved. We promise that customer complaints will not affect how we might treat you in the future.

Customer Complaints Procedure

•Please tell the staff member you normally deal with that you are not satisfied. You can do this in person, on the phone or in writing.

•You will receive a response within five working days. If for any reason this is not possible, we will explain why.

•If you are not satisfied with the response you receive, you can make an informal verbal complaint or a formal written (email or letter) complaint to the staff member’s manager, and the complaint will be dealt with by line management

•If having gone through the above complaints procedure process and you are not satisfied with how your complaint has been dealt with, please contact our Customer Services Officer on (059) 9170200, or email qcs@teagasc.ie .

Teagasc will undertake, in the period 2012-2015, a range of actions to improve the quality of its services to customers. The actions to be undertaken are

represented under the public service Twelve Principles of Quality Customer Service. A description of each principle is also included.

4. Customer Action Plan

QCS Principle 1

Quality Service Standards

Description:Publish a statement that outlines the nature and quality of service which customers can expect and display it prominently at the point of service delivery.

No Action Step

1.1 Promote and create an awareness of our customer charter in all public offices and on the public website

1.2 Ensure Customer Service is captured within the competency framework for the recruitment of new staff and the promotion of existing staff

1.3 Develop Quality Customer Service projects initiated by the Teagasc Open Innovation Programme

1.4 Encourage and promote excellence in Quality Customer Service through appropriate recognition and reward systems

1.5 Report annually on progress in achieving service standards

Performance Indicators

• Customer Charter on display in all offices and on the public website

• Ensure “competency in customer service” is included in all job specs as a skill requirement

• Number of Quality Customer Service projects initiated from the Open Innovation Programme

• Nominations for the Staff Excellence Award in Customer Service

• Annual report to Senior Management on progress against key Customer Service Action Plan targets.

QCS Principle 2

Equality/Diversity

Description: Ensure the rights to equal treatment established by equality legislation, and accommodate diversity, so as to contribute to equality for the groups covered by the equality legislation (under the grounds of gender, marital status, family status, sexual orientation, religious belief, age, disability, race and membership of the Traveller Community). Identify and work to eliminate barriers to access to services for people experiencing poverty and social exclusion, and for those facing geographic barriers to services.

No Action Step

2.1 Promote equality / diversity awareness among staff

2.2 Take measures to maintain access to Teagasc for Advisory clients at a geographic disadvantage

2.3 Provide information in formats accessible to people with disabilities 2.4 Encourage participation of people with disadvantage / disabilities on

Teagasc education courses

Performance Indicators

• Number of awareness raising initiatives e.g. training, and workshops.

• Clients receive their contract entitlements on a multi-annual basis

• Number and nature of requests for information in alternative formats

• Number of participants on Special Purpose programme

• Percentage of college places reserved for people with disadvantage / disability

• Provision of readers for students with learning disabilities when completing college written assessments

QCS Principle 3

Physical Access

Description: Provide clean, accessible public offices that ensure privacy, comply with occupational and safety standards and, as part of this, facilitate access for people with disabilities and others with specific needs.

No Action Step

3.1 Ensure access is a priority concern in all new offices and in refurbishment of existing offices

3.2 Ensure all Teagasc locations comply with health and safety legislation 3.3 Ensure locations can offer clients privacy if required

Performance Indicators

• New offices and refurbishments meet accessibility regulations

• Safety Statements updated and implemented in all locations

QCS Principle 4

Information

Description: Take a proactive approach in providing information that is clear, timely and accurate, is available at all points of contact, and meets the requirements of people with specific needs. Ensure that the potential offered by Information Technology is fully availed of and that the information available on public service websites follows the guidelines on web publication. Continue the drive for simplification of rules, regulations, forms, information leaflets and procedures.

No Action Step

4.1 Train staff to ensure they are equipped with the technical knowledge, skills and attributes to deliver a quality service

4.2 Present Teagasc information to the public in a format easy to understand and up to date

4.3 Actions to improve communication with customers as outlined in the 2011 – 2013 Teagasc Communications Strategy Action Plan

Performance Indicators

• Corporate training plan aligned to business needs in place

• Number of issues of T Research and Today’s Farm magazines published annually

• Number of press releases issued

• Number of newsletters

• Number of Research Technology Updates

• Number of followers on Teagasc Corporate Facebook and Twitter Accounts

• Number of users accessing the website each year

Including:

• Person assigned responsibility for communicating to key customer groups

• Review of existing publications

QCS Principle 5

Timeliness and Courtesy

Description: Deliver quality services with courtesy, sensitivity and the minimum delay, fostering a climate of mutual respect between provider and customer. Give contact names in all communications to ensure ease of ongoing transactions.

No Action Step

5.1 Adhere to protocols regarding timeliness and courtesy specified in the Customer Charter

5.2 All staff to activate personalised voicemail and out of office email on Teagasc telephones & mobile phones

5.3 Provide appropriate updating of customer service skills where required

Performance Indicators

• Satisfaction levels among surveyed groups in relation to timeliness and courtesy

• Guidelines circulated re:

• Telephones with personalised voicemail • Out of office for email

• Prioritise offices without voicemail for new phone system roll out

• Number of staff participating in customer service training

QCS Principle 6

Complaints

Description: Maintain a well-publicised, accessible, transparent and simple-to-use system of dealing with complaints about the quality of service provided.

No Action Step

6.1 Staff Officers to ensure comment card is available in all offices and PR to ensure it is available on the public website

Performance Indicators

• Comment card is available on public website

QCS Principle 7

Appeals

Description: Similarly, maintain a formalised, well-publicised, accessible transparent and simple-to-use system of appeal/review for customers who are dissatisfied with decisions in relation to services.

No Action Step

7.1 Outline procedure for Customer complaints

Performance Indicators

• Customer complaints procedure outlined in customer charter and available in each office and on the public website

QCS Principle 8

Consultation and Evaluation

Description: Provide a structured approach to meaningful consultation with, and participation by, the customer in relation to the development, delivery and review of services. Ensure meaningful evaluation of service delivery.

No Action Step

8.1 Stakeholder partnership groups to meet at least once a year 8.2 Carry out surveys with external customers

8.3 Evaluate a range of Teagasc programmes and activities

8.4 Post event review for each major event completed by event organiser / head of department

Performance Indicators

• Number of stakeholder groups and meetings held

• No of surveys carried out with external customers

• Numbers of evaluation reports and action plans completed

QCS Principle 9

Choice

Description: Provide choice, where feasible, in service delivery including payment methods, location of contact points, opening hours and delivery times. Use available and emerging technologies to ensure maximum access and choice, and quality of delivery.

No Action Step

9.1 Provide courses through a variety of channels 9.2 Provision of choice in payment options

9.3 Communicate timely information to customers using SMS text messaging 9.4 Newsletters available in online format and emailed to client

9.5 Major Teagasc conferences available in digital format

Performance Indicators

• Number of online and part- time courses and participants

• All offices have credit card payment facilities

• Number of messages sent to customers via SMS text messages

• Number of clients receiving newsletters by email

• Number of conferences available in digital format

QCS Principle 10

Official Languages Equality

Description: Provide quality services through Irish and/or bilingually and inform customers of their right to choose to be dealt with through one or other of the official languages. The actions listed here are agreed actions outlined in the Teagasc Irish Language Scheme 2012-2014.

No Action Step

10.1 Reception service will be provided in Irish in all offices

10.2 Services will be available through Irish in the Letterkenny office.

10.3 Teagasc will ensure 10 % of our press releases will issue in both English and Irish

Performance Indicators

• Number of receptions greeting through Irish

• Number of customers availing of services through Irish

QCS Principle 11

Better Co-ordination

Description: Foster a more co-ordinated and integrated approach to delivery of public services.

No Action Step

11.1 Collaborate with Universities and Institutes of Technology particularly through the Walsh Fellowship Scheme and HETAC approved agricultural training courses

11.2 Continue to develop and implement joint programmes with industry

Performance Indicators

• Number of students participating in the Walsh Fellowship Programme

• Number of students enrolled on higher education courses

• Agreements / alliances with higher education institutions

• Joint Initiatives with Department of Agriculture Food and the Marine

QCS Principle 12

Internal Customer

Description: Ensure that staff are recognised as internal customers and that they are properly supported and consulted with regard to service delivery issues

No Action Step

12.1 Schedule of staff meetings to be outlined for each business unit

12.2 Common query list for reception staff at each centre identifying common queries and whom they should be directed to

12.3 Give staff greater access to personal payroll information

12.4 Develop and deliver Management and Leadership development programmes.

12.5 Develop a change management model

12.6 Initiatives to reward staff in the absence of promotion and restrictions on recruitment.

12.7 Introduce a staff learning and developmental website portal

12.8 Improve employee engagement

Performance Indicators

• Number of business plans which include schedule of staff meetings

• Common query list developed by local management and staff and in place

• Rollout of Employee Self Service ICT System giving staff access to pay related information

• Numbers participating in Teagasc Leadership and Management Development Programmes

• Change management model and supporting resources developed

• Staff development and workplace improvement initiatives in place

• Learning and development website portal developed incorporating training, communication and team working resources

Teagasc Management Structure

2012 Office Map

Appendix 2

Appendix 3

Head Office

Head Office, Teagasc, Head Office, Oak Park, Carlow Tel: 059 9170200 Knowledge Transfer Advisory Units

Headquarters

Head Office, Oak Park, Carlow, Tel (059) 9170200 Cork East

Teagasc, Knockgriffen, Midleton, Co. Cork Tel (021) 4631898 Teagasc, Percival St, Kanturk, Co. Cork Tel (029) 60220 Teagasc, Advisory Office, Mooorepark, Fermoy, Co. Cork Tel (025) 42244 Teagasc, Sandfield, Mallow, Co Cork Tel: (022) 21936 Kerry / Limerick

The Pavilion, Austin Stack Park, Tralee, Co Kerry Tel: (066) 7125077

Clieveragh, Listowel, Co Kerry Tel: (068) 21266

Cleeney, Killarney, Co Kerry Tel: (064) 32344

Kilmallock, Co Limerick Tel: (063) 98039

Gortboy, Newcastlewest, Co Limerick Tel: (069) 61444

Cork West

Teagasc, Coronea, Skibbereen, Co Cork Tel: (028) 21574 Teagasc, Advisory Office, Clonakilty Agricultural College, Tel: (023) 8863130 Darrara, Clonakilty, Co Cork

Teagasc, Codrum, Macroom, Co Cork Tel: (026) 41604

Laois/ Kildare/Meath/Louth/Dublin

Teagasc, 1 Park Villas, Portlaoise, Co Laois Tel: (057) 8621326 Teagasc, Friary Road, Naas, Co Kildare Tel: (045) 879203 Teagasc Kells Road, Navan, Co Meath Tel: (046) 9021792 Teagasc, Advisory Office, Grange, Dunsany, Co Meath Tel: (046) 9240039 Teagasc, Dublin Road, Dundalk, Co Louth Tel: (042) 9332263

Office Contact Details

Office Contact Details (continued)

Tipperary

Teagasc, Carrigeen, Clonmel, Co Tipperary Tel: (052) 6121300 Dromin Road, Nenagh, Co Tipperary Tel: (067) 31821 Castlemeadows, Thurles, Co Tipperary Tel: (0504) 21777

Waterford/ Kilkenny

Teagasc, Shandon, Dungarvan, Co Waterford Tel: (058) 41211

Teagasc, Kells Road, Kilkenny Tel: (056) 7721153

Teagasc, Mullinavat, Co Kilkenny Tel: (051) 898137, Fax: (051) 898204

Wicklow/Carlow/Wexford

Teagasc, Coolruss, Tinahely, Co Wicklow Tel: (0402) 38171 Teagasc, Advisory Office, Oak Park, Carlow Tel (059) 9183555 Teagasc, Dublin Road, Enniscorthy, Co Wexford Tel: (053) 9239210 Teagasc, Advisory & Training Centre, Johnstown Castle, Wexford Tel: (053) 9171350 Teagasc Barretts Park, New Ross, Co Wexford Tel: (051) 426430 Teagasc, Showgrounds, Gorey, Co Wexford Tel: (053) 9421333

Galway/Clare

Teagasc, Adv & Tr Services, Mellows Campus, Athenry, Co Galway Tel: (091) 845200 Teagasc, Deerpark, Ballinasloe, Co Galway Tel: (090) 9642456 Teagasc, Upper Dublin Road, Tuam, Co Galway Tel: (093) 28123 Teagasc, Station Road, Ennis, Co Clare Tel: (065) 6828676 Teagasc, Ballyurra, Kilrush, Co Clare Tel: (065) 9051189

Office Contact Details (continued)

Mayo

Teagasc, Bunree Road, Ardnaree, Ballina, Co Mayo Tel: (096) 22077 Teagasc, Newport Road, Westport, Co Mayo Tel: (098) 28333 Teagasc, Abbey Road, Ballinrobe, Co Mayo Tel: (094) 9541125 Teagasc, Clar Business Park, Claremorris, Co Mayo Tel: (094) 9371360 Teagasc, Main Street, Swinford, Co Mayo Tel: (094) 9251157 Sligo/Leitrim/Donegal

Teagasc, Carrownanty, Ballymote, Co Sligo Tel: (071) 9183369 Teagasc, Ballinamore Road, Mohill, Co Leitrim Tel: (071) 9631076 Teagasc, Sligo Road, Manorhamilton, Co Leitrim Tel: (071) 9855107 Teagasc, Cavan Lower, Ballybofey, Co Donegal Tel: (074) 9131189 Teagasc, Carnamuggagh, Letterkenny, Co Donegal Tel: (074) 9121555 Teagasc, Public Services Centre, Malin Road, Tel: (077) 9373700 Carndonagh, Co Donegal

Roscommon/Longford

Teagasc, Abbey Street, Roscommon Tel: (090) 6626166 Teagasc, St Patrick's Street, Castlerea, Co Roscommon Tel: (094) 9620160 Teagasc, Town Centre, Longford Tel: (043) 3341021

Westmeath/Offaly/Cavan/Monaghan

Teagasc, Clonminch, Tullamore, Co Offaly Tel: (057) 9321405 Teagasc, Bellview, Dublin Road, Mullingar, Co Westmeath Tel: (044) 9340721 Teagasc, Advisory Office, Ballyhaise College, Ballyhaise, Co Cavan Tel: (049) 4338300

Teagasc, Coolshannagh, Monaghan Tel: (047) 81188

Colleges

Teagasc Agricultural Colleges

Agricultural College, Ballyhaise, Co Cavan Tel: (049) 4338108 Agricultural College, Darrara, Clonakilty, Co Cork Tel: (023) 8832500

Horticultural Colleges

Kildalton Horticultural College, Piltown, Co Kilkenny Tel: 051 644 400 College of Amenity Hort, National Botanic Grdns, Glasnevin, Dublin 9 Tel: 01 8040201

Office Contact Details (continued)

Agricultural, Environmental and Economic Research

Moorepark Animal and Grassland Research & Innovation Centre, Tel: 025 42222 Teagasc, Moorepark, Fermoy, Co. Cork,

Grange Animal and Grassland Research & Innovation Centre, Tel: 046 9061100 Teagasc, Grange, Dunsany, Co. Meath,

Athenry Animal and Grassland Research & Innovation Centre, Tel: 091 845200 Teagasc, Athenry, Co. Galway

Oak Park Crops Research Centre, Teagasc, Oak Park, Carlow, Tel: 059 917200 Johnstown Castle Environment Research Centre, Teagasc, Tel: 053 9171200 Johnstown Castle, Wexford,

Rural Economic Research Centre, Teagasc, Athenry, Co. Galway, Tel: 091 845200

Food Research

Moorepark Food Research Centre, Teagasc, Moorepark, Tel: 025 42222 Fermoy, Co. Cork

Ashtown Food Research Centre, Tel: 01 8058500; Fax: 01 8059550

Development Departments

Horticulture Development Department, Teagasc, Tel: 051 644 400 Kildalton College, Piltown, Co Kilkenny

Forestry Development Department, Teagasc, Athenry, Co. Galway, Tel: 091 845200

Pig Development Department, Teagasc, Moorepark, Fermoy, Co. Cork Tel: 025 42222

Curriculum Development and Standards, Teagasc, Tel: 051 644 400 Kildalton College, Piltown, Co Kilkenny

Knowledge Transfer Departments

Dairy Knowledge Transfer, Teagasc, Moorepark, Fermoy, Co. Cork, Tel: 025 42222 Tillage and Energy Crops Knowledge Transfer Department, Tel: 051 644 400 Kildalton College, Piltown, Co Kilkenny

Drystock Knowledge Transfer, Teagasc, Advisory Office, Tel: (049) 4338300 Ballyhaise College, Ballyhaise, Co Cavan

Teagasc, Oak Park, Carlow To view an Irish Language version of the customer charter and customer

action plan, please visit the "About us" section of the Teagasc website: www.teagasc.ie Chun breathnú ar an leagan Gaeilge den chairt chustaiméirí agus plean gníomhaíochta do chustaiméirí, tabhair cuairt ar an alt "About us" de láithreán gréasáin Teagasc: www.Teagasc.ie