Why not centralise a formal government customer care unit to handle people enquiries and complaints. This will do away with individual ministry customer care responses. In this way the government can quickly grasp areas of concern and address the issue and avoid the classic hiding of issues under the carpet so as to look nice.
In many cases people are unaware of services they are entitled to and approach ministers for "favours" when really what is needed is some way to explain what they are entitled to. It would also be a way for ministers to avoid undue pressures by having a "customer Care" section to handle such requests when legitimate.
An unsophisticated implementation of this idea already exists - dail 153 ... extending this unit as proposed is a very good idea
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