Regina Doherty (Meath East, Fine Gael) | Oireachtas source

Just because the Deputy might not know something about an issue does not mean that we have done something quietly. There has been a full and ongoing consultation with staff and unions during the development, piloting and implementation of the new model. The Fórsa trade union supplied detailed feedback to us for consideration of the pilot evaluation. That feedback was included, in its entirety, in an appendix to the pilot evaluation report. There have, however, been some industrial relations difficulties, with Fórsa issuing non-co-operation instructions to their members on two separate occasions, resulting in implementation days. My Department responded by engaging intensively with Fórsa to produce an agreed document covering all of the concerns raised. My Department and Fórsa have also put local operational and national structures in place to deal with any issues that may arise in the future.

Although the front office-back office model will generate efficiencies in claims processing, those efficiencies will be used to help organise and adapt our Department as more staff retire. They will also provide the basis to enable staff take on higher-value work, such as additional employment services and control work.

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