Joan Burton (Dublin West, Labour)

The Department is committed to delivering the best possible service to its customers. The average time taken to award a carer's allowance application is 28 weeks at present. This is not a satisfactory position.

A major service delivery modernisation project is under way to improve the efficiency of administration of the carer's allowance scheme. This involves the deployment of information technology solutions and associated business process re-organisation. It is anticipated that the new system will introduce significant processing efficiencies and a quicker and more responsive service to the customer. However, full deployment for carer's allowance will be achieved by mid-June, so it will be a number of months before the backlog is reduced to an acceptable level.

In addition to the deployment of new systems, the Department is allocating additional resources in the form of overtime working and temporary staff to help reduce backlogs that have built up. I understand that Deputies are concerned about delays in deciding applications. Indeed, the high volume of queries from Deputies has, to a degree, added to the problems. Before the end of the year I hope to have a dedicated published telephone line for Deputies' inquiries. As Members will be aware, that applies in respect of other areas of social welfare. However, we must get the new system up and running, deal with the backlog and then I hope to be in a position to implement, by the end of the year, a dedicated telephone inquiry line.

Entitlement to carer's allowance is based on the individual satisfying means, residency, full-time care provision and medical suitability criteria. Consequently, one family member having had an entitlement to carer's allowance does not automatically confer an entitlement on another family member. In all such cases an application must be made by the carer in accordance with the requirements of the scheme.

Additional information not given on the floor of the House.

Each application for carer's allowance is considered on its merits in accordance with the relevant legislation. The decision is based upon the information and medical evidence provided by the applicant. The staffing levels and other resources available to the Department are regularly reviewed with a view to ensuring claims are processed as quickly as possible. I acknowledge that the time taken to process carer's allowance claims at present is not satisfactory but I am satisfied that the Department is taking action to resolve the situation.

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