Submission of Conradh na Gaeilge on DkIT’s Scéim Teanga
Introduction
Conradh na Gaeilge is the democratic forum of the Irish-speaking public and the organisation works
on behalf of the language throughout Ireland and around the world.
Since it was founded on 31 July 1893, members of Conradh have been actively promoting Irish in
every aspect of life in the country, from legal affairs and education to the development of
communications media and Irish services. This big organisation awakens the people of Ireland, it
gives us a fresh understanding of our valuable heritage and it cultivates our respect for Gaelic culture.
More information about the work of Conradh is available on www.cnag.ie
Submission
The commitment to Quality Customer Service, as part of the Public Service Modernisation Process,
demands a special commitment from public bodies towards continuous improvement in standards of
customer care, of services and of consultation with customers towards this end. As a starting point in
DkIT’s Scheme there is a need for wide consultation that includes customer surveys, regular focus
groups etc.
Conradh na Gaeilge praises the developments done by DkIT in the first scheme and recommends to
develop them further, as follows:
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Half the newsletter to be bilingual
To ensure identity cards are bilingual every year
To increase number of press releases to 100% by the end of the scheme
To complete the website bilingually and to promote Irish on social media
To appoint a full-time Irish Language Officer
Recommendations
1. Common Template
Recommend using a template for the scheme in common with other schemes under the Act so that
every state organisation has schemes with the same layout. It will be clearer to the customer what
services in Irish are available across all state organisations.
2. Recommend comprehensive account in Summary of Organisation’s Services and Activities on:
 Services in Irish available before the first scheme came into effect
 How these services were expanded during the operation of the first scheme
 How these services will be gradually further expanded now in the second scheme
3. Positive offer and cultivation of demand
1. It is not enough for Public/State Bodies to cater for demand for services in Irish. There is
always an obligation on the State to cultivate demand for services in Irish.
2. It is necessary that the public in the IT knows that services in Irish are being offered by the
organisation, that these services are clearly written down and that the public are truly
welcome to use these services.
3. It should be ensured that all physical evidence in the organisation, especially in the public
offices, confirms that it is a bilingual workplace.
4. In this way a positive offer is given with the aim of making the customer feel comfortable in
looking for services in Irish.
4. Publications
We welcome the efforts made by DkIT to bilingually provide information on the background, current
services, plans and other areas of information about the college, including the annual report.
1. Regarding forms, signage, pre-recorded phone announcements and press notices, we
recommend all of them to be bilingual without exception.
2. This information should be provided simultaneously, the two languages side by side inside
one cover, without the need for any extra effort to find the information in Irish over finding it
in English. It is important to make Irish more visible to indicate that Irish is welcome in
DkIT’s business.
3. Regarding press releases, we demand that 100% of DkIT’s press releases be provided
bilingually by the end of the scheme.
5. Correspondence
That all correspondence will be available in Irish if that is the choice of the citizen and that this be
done in a way that doesn’t delay the citizen’s business nor reduce the level of service provided.
Regarding stationery, we recommend a positive offer be given to DkIT’s customers by the statement
“Correspondence in Irish is welcome” on the stationery. We recommend ensuring that this is in effect
and that it be continued during the second scheme and afterwards.
It is recommended that the organisation’s officers be aware of the specific needs of Irish speakers,
people of the Gaeltacht, Gaelscoileanna and Irish language organisations, and to send all
correspondence to them in Irish, except if they request it in English.
6. Phone System
The phone system is very important because it is usually the first point of contact of the citizen with
the organisation. It is important that every telephonist be able to deal with enquiries from the public in
both official languages and that the citizen be informed:
 That he/she has a choice of languages
 That Irish is welcome
 That service in Irish is available of the same standard as in English
It is recommended to give a welcome in Irish and then to give a choice of languages when answering
the phone, and to record bilingual messages, or Irish messages if the office is in a Gaeltacht area.
Regarding automated systems, the citizen should be given a choice of languages before any other
choice.
7. Email
That the disclaimer on every email sent will be bilingual. It is recommended to have an Irish version
of every email address, e.g. eolas@itdd.ie to be used and connected to its English equivalent so that
every email received goes into just one address. It is important not to delay the business of the citizen
if he/she does business in Irish.
8. Website
The website is very important nowadays because it is usually the first source of information of the
citizen about DkIT and the usage of Irish on the site shows the attitude of the organisation towards
Irish. We welcome the effort to implement bilingualism on the website but more work is needed on
the amount of content available in Irish on the site. We make the following recommendations:
 A home page that has nothing except a choice to enter the Irish or English versions of the site.
 To place the choice of the Irish version above the choice of the English version on this page
to make the Irish choice more visible.
 To create an Irish version of the site address and not to give priority to English by using
www.dkit.ie/ga for the Irish version.
 To ensure that accurate Irish is used on the site.
 To have an Irish version of every press release and to be able to click easily between both
versions.
 To provide speeches on the site in Irish or bilingually.
9. Computer System
It is very important that the computer system be able to handle the use of Irish so that service in Irish
can be provided of the same standard as service in English. ‘Gaelspell’, ‘WinGléacht’ or some other
Irish spell checker should be part of the computer package in use in the organisation.
10. Ringfencing of Positions
1. Request for at least one executive/officer nominated with responsibility to provide service in
Irish for every section of the organisation that deals with the public, and for publication of the
names and contact details (phone, email etc) of those employees.
2. It should be ensured that the receptionist/switch operator is competent in Irish to effectively
handle calls in Irish.
3. Irish should be recognised as a requirement for the above-mentioned jobs when recruiting
staff. The organisation should also provide training, internally or externally, for its employees
to cater for the above request.
4. As the organisation’s scheme is implemented, there will be a gradual increase in the services
offered in Irish. It should be ensured that promotion opportunities are available for the people
who provide services in Irish, as a recognition of the service they are providing and in order
to ensure their expertise in this area for the organisation into the future.
11. Staff Training
1. Regarding Irish courses for staff, Conradh na Gaeilge has a long-standing background in
teaching Irish and we recommend Irish courses from Conradh na Gaeilge that have been
adapted for the public sector.
2. It is important that staff understand the importance of providing bilingual service and that
they also receive training on language awareness.
3. We recommend incentives for staff to take Irish classes, whether within or outside DkIT’s
office hours.
4. We recommend providing a guidebook to every staff member with full information on the
language rights of customers and on how to deal professionally and effectively with
customers who are requesting service in Irish.
5. It is necessary that Meitheal na Gaeilge implement a monitoring and review system in DkIT
to ensure that service provision is of equal quality in Irish as in English.
12. Staff Recruitment
We recommend working towards employing a higher number of DkIT staff, academic, administrative
and service, who are competent to carry out their job duties in Irish and English. Therefore:
1. Recruitment notices will state that priority will be given to bilingual candidates
(Irish/English) who have all other qualifications, but that applications will be accepted also
from people without Irish willing to improve their ability to work through Irish.
2. In a case where there is no applicant with Irish for a particular position in DkIT, the interview
will be postponed for 6 weeks, the position will be re-advertised and other appropriate steps
will be taken to find and attract applicants with Irish.
3. A new appointment procedure will be initiated by which a temporary 3-year contract will be
offered persons without Irish to enable them learn enough Irish to carry out their job duties in
Irish. If such a person passes the Irish competence exam at the end of this 3-year period, the
appointment is made permanent. If not, the position is re-advertised without prejudicing the
right of the candidate, who failed the Irish competence test, to re-apply and to agree another
3-year temporary contract with DkIT if appropriate.
4. To give every interviewee a choice of language, whether or not Irish is a specific requirement
for the position in question.
13. Public Meetings
Recommend that the organisation’s officers be aware of the specific requirements of Irish speakers
and of the Gaeltacht community, especially when organising public meetings.
14. Irish Terminology
Every organisation in the public sector should ensure that the terminology pertaining to their
responsibilities are available on focal.ie and acmhainn.ie, and if not currently so, that it would soon be
so in future, in order to revive and promote Irish and to spread and further develop it in the
community.
15. Legislation
The needs of Irish speakers and of the Gaeltacht community must be taken into account in any
legislation that the organisation will prepare.
16. Reporting progress
1. The progress reports to the Senior Management Group in DkIT should be published in a
timely manner.
2. An annual report on the progress of the implementation of the scheme should be made
available to the public and publicised.
3. Progress under the first scheme should be the reported starting point of the second scheme,
demonstrating clearly in this way that the DkIT is working towards improvement in Irish.
17. Publicising the Scheme
1. We recommend the widespread publicising of the agreed second scheme and that the services
currently available in Irish because of the first scheme be advertised as well as the additional
services that will be provided under the second scheme.
2. We recommend that a symbol or statement to show that Irish is welcome, as well as the Irish
internet address, should be inserted into every notice published by the organisation so that the
public understands that Irish can be used across all sectors of the organisation.