Mary Hanafin (Dún Laoghaire, Fianna Fail)

The Department of Social and Family Affairs, through the wide range of services it provides, touches everyone's life at some stage. Our overall goal is to provide people with the information, financial support and other services they require in a timely and customer-friendly way.

The Department administers 2 million applications for 50 different schemes each year. Last month alone, it cleared some 207,000 claims. We are committed to ensuring that claims for payment are processed and that decisions on entitlement are issued as expeditiously as possible, having regard to the eligibility conditions that apply. These conditions vary from scheme to scheme and may involve, among other criteria, the need to establish the person's social insurance record; verification of his or her medical incapacity to work; confirmation of his or her place of habitual residence; and, where appropriate, the assessment of means. Additional information may also have to be sought. These factors, along with a significant increase in the claim load of a particular scheme, can affect processing times.

There are specific performance targets set for each scheme and these are monitored closely and action is taken where appropriate. I appreciate there are delays in some areas and I have outlined to the House on another occasion the steps we are taking to improving processing times, for the jobseekers' payments in particular.

Investment in our staff and modern information communications technologies is central to improving the quality of the service we provide to the public. Our new website and text messaging service have made it easier for people to access information at a time that suits them. The Department's website recently won an e-government award for accessibility. We are also working to ensure a high quality service continues to be available by telephone, in our local offices, through the citizens information centres and by post.

There is no doubt the significant rise in applications for some schemes is presenting major challenges for the Department. I assure the Deputies that we are committed to meeting the needs of the increasing number of people who rely on our support, while also providing a high standard of service.

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