Heather Humphreys (Cavan-Monaghan, Fine Gael) | Oireachtas source

My Department has already implemented a review process whereby performance metrics are formally reviewed on an annual basis and amended as appropriate. We review our performance on a monthly basis when I meet with the management team. If there are any issues that Deputies have brought to my attention or I have seen in my own constituency, I certainly raise them. I have seen many cases where there have perhaps been longer delays or backlogs have developed for whatever reason, and we have redeployed resources as necessary. I must say that I am very proud to head up a department of social protection that is agile and flexible. When it comes to redeploying resources in certain areas in order to resolve problems that may arise, they do it quickly. It is not always the case across Government that there is that level of agility and responding so quickly to the demands of the customers. Ours is a very customer-based Department, where the needs of our clients and people come first.

The Chairman mentioned the issue of appeals. We recently appointed two deputy chief appeals officers. I passed legislation to do that. We have the chief appeals officer and two deputies now. The legislation is such that the chief appeals officer determines the decision if the appeal goes up the line. The chief appeals officer had to do a great deal of work, so we have two new deputy appeals officers in place to help speed that up.

The Chairman suggested that the Department highlight the mistakes made in applications. I know that it does not suit everybody, but if you make your application online, there is less chance that you will make some of those mistakes and the process is probably more streamlined. In the case of applications for benefits with a medical component, sometimes the information required is not provided in the first application. We know, from our own offices, that it may be that a person is applying for a benefit that is related to medical condition, and a letter is sent off with the application that is very vague and does not give the details needed. We send the applicant back to the doctor to get a more detailed letter because when they tell you what is wrong with them, we tell them that it is not included in the letter and a decision cannot be made on the basis of the information included in the letter. The applicant is asked to supply further information and in the majority of cases, the application is processed. The Chairman is right that these are the sort of things that we need to tell people. We must tell them to supply the right information in the first place to speed up the application.

The committee has recommended that all social welfare appeals be processed within a 12-week timeframe. We have that down to a 12.9-week timeframe. Sometimes things happen. That is the current average. Where we find that there are issues that lead to delays, we redeploy resources very quickly. I think I have covered most of the Chairman's points. If there is anything else, I am happy to come back to the committee.