We also aim to ensure that our services are supported to provide high quality information, advice, advocacy and money advice services - by setting and monitoring quality standards, providing training and expert advice and a range of other supports such as websites and publications. Governance We have a comprehensive financial control and reporting framework for delivery services getting an operational grant to ensure that appropriate services are provided in return for funding. Service agreements between CIB and each of our delivery services (98 separate legal entities) set out the commitments both parties make to each other, including the services that will be provided. These agreements cover standard items such as service delivery, governance, financial controls, HR practices, reporting guidelines, evaluation and monitoring. Our internal audit process includes sample audits of delivery services by the internal auditors with recommendations which are used to update and improve compliance with the governance and reporting requirements. We provide extensive governance support to the boards of delivery service companies. For example, we provide employer and staff handbooks and guidelines on recruitment, including the drafting of employment contracts. Delivery services can access a separate structure for industrial relations and human resource advice and support and a Professional Trustee service for their occupational pension schemes (funded by CIB). An Employee Assistance Programme is available to all delivery services. We also provide training for the boards of management of delivery services (see Keeping delivery services up to date on page 16). Training and quality Training and quality supports aim to ensure that the citizen gets a consistent and high quality experience when interacting with any of the services we fund. The EFQM (European Foundation for Quality Management) Gold Star Service Excellence programme is a customised entry-level quality programme. It has a strong focus on customers, customer consultation and customer satisfaction, and encourages shared learning, both formal and informal. The rollout of the EFQM quality assurance system to our delivery services was completed at the end of April 2015. All CISs, MABS, SLIS and CIB have now achieved the EFQM Gold Star Service Excellence Award and three services achieved Role Model status. The National Advocacy Service is expected to achieve validation in 2016. During 2015 we also
Dublin 2 D02 VK65 Telephone: +353 761 079 000 Cornmarket Square Limerick V94 FVH4 Dublin 7 Park House 191-193 North Circular Road Dublin 7 D07 EWV4 Waterford 41 Merchant’s Quay Waterford X91 YNH1 Cavan Elm House Elm Bank Cootehill Road Cavan H12 A8H7 Cork 101 North Main Street Cork T12 AKA6 Dundalk 4 Adelphi Court Long Walk Dundalk Co. Louth A91 YT02 Castlebar Garvey House Castle Street Castlebar Co. Mayo F23 PE80 Galway 4th Dockgate Merchants Road Galway H91 EY10 Letterkenny Port Road Letterkenny Co. Donegal F92 CP7E Tullamore Level One Bridge Centre Tullamore Co. Offaly R35 Y6Y7 Sligo 1st Harbour View House 16 Holborn Street Sligo F91 Y42P Kilkenny 4 The Parade Kilkenny R95 VO52 Appendix 5: Grants in 2015 Grants in 2015 Citizen Information Services
REGION 1 CIS € Ballyfermot 254,300 Blanchardstown 236,440 Clondalkin (ASM11) (NAS12) 378,113 Dublin 12 & 6W (Crumlin) 257,300 Dublin 2,4,6 236,363 Dublin 8 & Bluebell 279,554 Dublin City Centre 584,781 Dublin City North Bay (KARE) 137,697 Dublin North West (Finglas) 362,979 Dublin Northside 258,823 Dun Laoghaire/Rathdown 234,500 Fingal (North County) 304,609 Lought 328,288 Monaghan 257,800 Tallaght 284,986 Total 4,396,532 REGION 2 CIS € Cavan 222,300