Catherine Murphy (Kildare North, Independent)
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Question 41: To ask the Minister for Social Protection the average time it is taking to process carer's allowance applications; the number of applications awaiting decision; if there is a plan to reduce delays; and if she will make a statement on the matter. [10413/11]

Joan Burton (Dublin West, Labour)
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The average time taken to award a claim for carer's allowance in the first quarter of 2011 was 12 weeks. A total of 3,815 applications were registered in the first quarter of 2011 and 3,883 were processed in the same period. Some 4,509 applications are awaiting a decision at present. Approximately 51,000 carer's allowance claims are in payment. I acknowledge that the time taken to process carer's allowance claims is not satisfactory but I am satisfied that the Department is taking appropriate steps to resolve the situation. It recently commenced a major service delivery modernisation project to improve the efficiency with which it processes applications from clients for carer's allowance. This involves the development of information technology functions and associated business process reorganisation.

It is anticipated that the new system will introduce significant processing efficiencies and a quicker and more responsive service to the customer. Accordingly, the project is being given high priority. It involves a significant level of time and commitment from the relevant staff in the Department. This has had a short-term negative impact on claim processing times. I am pleased to say the modernisation project is on target. The first tranche of new carer's allowance claims will be processed under the new system from July. Although the new systems and processes will facilitate a significant improvement in overall processing times, individual claims may continue to take some time to process. Entitlement to carer's allowance is based on satisfying medical, means and residency conditions. In determining entitlement to the allowance, in certain cases unavoidable time lags are involved in making the necessary investigations and inquiries to enable accurate decisions to be made. Delays can also arise if those applying for the allowance are not in a position to supply all the necessary information in support of their claim.

The staff and other resources available to the Department are regularly reviewed with regard to the workload. The Department monitors available resources against workload on an ongoing basis with a view to ensuring claims are processed as quickly as possible. The action taken may include providing for flexibility in the application of staff resources in accordance with seasonal or temporary fluctuations in workload and using overtime where appropriate. The position is being kept under continuous review. In the meantime, if a person's means are insufficient to meet his or her needs while awaiting a decision on a claim, he or she can apply for a means tested supplementary welfare allowance payment from his or her community welfare officer.

Catherine Murphy (Kildare North, Independent)
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My understanding of the monitoring of information systems is that when the term "business process reorganisation" is used, the entire process is thrown out and a new one is introduced. Is that what is taking place in this instance? The Minister suggested that there is an overlap between one processing system and another. The key issue is what the ideal time will be. That is one of the questions I have. I accept that if a person does not provide sufficient information, it is not possible for his or her claim to be dealt with within the ideal time. There can be variations. Does the Minister envisage that an ideal time for making a decision will be determined? She is aware that if one encounters uncertainty when leaving work to care for somebody with a sudden illness, it can take a long time for one to deal with such matters, which can be very stressful.

It appears to me that the refusal rate is quite high. Having heard anecdotal evidence and discussed this with some of my Independent colleagues, it seems that there is a high level of success on appeal. Has the Minister examined that in her Department? Can she ascertain whether there is a variation between the approach to carer's allowance and the approach to other kinds of allowances provided by the Department?

Joan Burton (Dublin West, Labour)
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In 2010, the average time it took to award a claim for carer's allowance was eight weeks. Some 18,212 applications for carer's allowance were made and some 16,629 claims were processed in that year. The main reason for the deterioration in the processing time is that major modernisation work is ongoing. That work will be completed and the new system will be started by July of this year. My experience of the Department of Social Protection is that investment in the modernisation of information technology facilities achieves results such as improvements in processing times.

The Deputy asked about levels of refusal. Some 16,574 new claims were received in 2009. Some 5,776 claims were refused in that year. That represented a refusal rate of 34.8%. As I said, some 18,212 new claims were made in 2010 and 6,972 were refused. That represented a refusal rate of 38.2%.

One of the reasons for delays in processing all social welfare applications, including for carer's allowance, is the provision of insufficient or inaccurate information. As the Deputy noted, owing to changing circumstances people often make applications while under pressure and it may take time to obtain all the relevant information and present it properly. I am optimistic that when the new system is operational, we will be able to achieve the previous processing times and perhaps improve on them. The process would be facilitated if people had more complete information when they made an application.

Aengus Ó Snodaigh (Dublin South Central, Sinn Fein)
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Does the Minister accept that greater use should be made of the review process as opposed to the excessively arduous appeals process? Many of those who apply for carer's allowance do not understand the documentation or the requirement to include details on the level of care they provide. Does the Minister agree that waiting times, especially for appeals, are unacceptably long across all schemes? I do not know if she is aware of today's missive from the Minister without Portfolio, Deputy Brendan Howlin, which indicates that the Department of Social Protection will be allocated an additional 22 staff by the end of the year. This figure does not take account of the transfer of community welfare officers from the Health Service Executive. Does the Minister agree that 22 additional staff will not be sufficient to address the delays in processing social welfare applications?

Catherine Murphy (Kildare North, Independent)
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What is the average processing time for an appeal? What difference will the review process make? If an appeal is successful, the relevant payment will be backdated to the date on which the application was submitted and the Exchequer will not make any savings. In many cases, people are being put through the wringer unnecessarily.

Joan Burton (Dublin West, Labour)
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I expect completion of the information technology modernisation programme will significantly improve processing times from July onwards.

I did not hear the announcement made today by the Minister, Deputy Brendan Howlin. I accept that an additional 22 staff is small in the context of the number employed in the Department, which currently stands at approximately 5,000. However, since my appointment I have signed in nine additional appeals officers.

We had a discussion previously at Question Time on the need for better quality information in processing applications and to use reviews rather than full appeals. Last week I met senior staff and many other employees in the appeals section, including inspectors and staff manning the telephones. I am aware that the section is of particular concern to Members of the House. Given the condition of the economy, staff in the office must contend with providing testing and exacting services for members of the public. Nevertheless, everybody in the appeals structure is determined to give citizens the best possible service. As I indicated, the additional nine appeals officers should produce a significant improvement and reduce processing times.

Catherine Murphy (Kildare North, Independent)
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What is the average processing time for an appeal?

Joan Burton (Dublin West, Labour)
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I do not have detailed information on appeal times, but I will send it to the Deputy.