Standards of service
The Public Record Office of Northern Ireland (PRONI) is committed to managing its resources in an efficient and effective manner to provide the best possible service to all its customers. Irrespective of whether your search in the archives is successful, it is our aim to give you a positive experience.
The standard of service PRONI aims to provide, and what you the customer can expect, is set out below.
Our standard of service
We aim to meet the following standards:- All first time visitors will be greeted and advised by a member of the search room staff to help you get started on your research.
- 90% of written enquiries (including e-mails) will be dealt with within 10 working days of receipt and 94% within 14 days.
- 93% of documents ordered will be produced within 30 minutes, provided these records are held on-site at Balmoral Avenue.
- 98% of customers to rate our service as ‘acceptable’, ‘good ‘or ‘excellent’ as reflected in comments and suggestions forms and from regular customer surveys.
Our service standards and our performance against these standards will be displayed in all public areas of the office and will also be published in our Annual Report which is available in PRONI or can be viewed on-line.
What you can expect from PRONI staff
- To be treated courteously
- Confidentiality
- Staff to be approachable
- Staff trained in both customer care and in knowledge of the records and how to access them. They can give the necessary advice and guidance to help you find the information you need as quickly and as efficiently as possible. If we do not have the information you require, staff will advise you where you might obtain it.
- To apply the rules and regulations for using PRONI in an equitable manner.
- Staff to be clearly identified - staff name badges will be worn in the public areas; letters and e-mails will bear the name of the member of staff who is responding; and all staff answering the telephone will state their name.
What PRONI staff expect from you
- Be courteous, both to staff and other customers
- Comply with PRONI’s dos and don'ts
- Give comments and feedback as to the quality of service. This will help us improve our service
Improving our service
PRONI aims to provide a high quality, prompt and efficient service which meets the needs of our customers. If you would like to leave some feedback on PRONI or have any ideas as to how we can improve our services, you can complete a feedback form online.If you feel you have not received the level of service you expect, you can make an official complaint. For further details please read our complaints procedure.
Quarterly bulletins are published by PRONI, summarising what actions are being taken on users’ suggestions or complaints. If nothing can be done, an explanation is given.
From time to time customers' views are sought on the service they received by carrying out surveys. We would ask that you take a few minutes to complete the survey forms. The findings of these surveys and our customer comments will be taken into account when planning for the future. The results of our customer surveys will be published in our Annual Report.
