Dáil debates
Tuesday, 20 February 2024
Ceisteanna Eile - Other Questions
Public Services Card
8:50 pm
Aindrias Moynihan (Cork North West, Fianna Fail)
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55. To ask the Minister for Employment Affairs and Social Protection the measures that are being taken to tackle the backlog of appointment requests for public service cards in County Cork as it is ten years since the roll-out and a high volume of renewals is required; the progress that is being made to have an online application and renewal system available for public services cards; and if she will make a statement on the matter. [7936/24]
Aindrias Moynihan (Cork North West, Fianna Fail)
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The key issue with the renewal process for the card is that it should be smooth and that people should find it straightforward to do, with the minimum of hassle. We are getting a range of queries on different issues in our offices in Macroom and throughout County Cork. Will the Minister outline of the efforts being made to make the renewal process as smooth as possible?
Heather Humphreys (Cavan-Monaghan, Fine Gael)
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I thank Deputy Moynihan. Intreo centres manage the front-line delivery of the standard authentication framework environment - the long version of SAFE - registration. This includes registration for public service card issuing and renewal and the processing of applications for personal public service numbers. Demand for these services remains high.
The public service card is a physical token that a person's identity has been authenticated by the Department. It means customers can access a range of public services easily without having to submit identity proofs to different public sector organisations.
The user’s identity is fully authenticated when it is issued so they do not have to give the same information to multiple organisations. It was first introduced in 2011 and was initially rolled out to people getting social welfare payments. There are three Intreo centres and 11 branch offices manned by 26 staff in Cork city and county, offering either a walk-in or an appointment service. We are not experiencing any delays or backlogs in Cork. Any urgent applications or renewals are processed without delay, while for non-urgent applications, an appointment is offered to applicants within a suitable timeframe and before the expiration of their current public service card.
Appointments can be made by email or telephone to any Intreo centre or branch office. After a customer has submitted an application along with the relevant documentation, the public service card will be posted within seven to ten working days. Anyone wishing to renew their card can do so online or at their local Intreo centre or branch office. Details of the Intreo centres and branch offices, how to make an appointment and the documents required for the appointment are all available on Gov.ie.
In Cork city and county there have been 7,310 public service card applications, first time and renewals, for the period 1 January 2024 to 15 February 2024. My Department currently provides an online public service card renewal service, which includes free travel cards, for customers who have a verified MyGovID account. Since the service was launched more than 134,000 customers have renewed their card online, with some 70,000 renewals completed in 2023.
9:00 pm
Aindrias Moynihan (Cork North West, Fianna Fail)
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Local offices are very helpful in getting the card renewed and they facilitate the appointments with people. We are seeing that people are getting a letter three months in advance, notifying them of the card coming due for renewal, but that they cannot make an appointment for another two months. They will not be facilitated with an appointment until the card is within a number of weeks of the renewal date. That concerns people. They want to know that they can get their card renewed. It is only in the last number of weeks they can do so and then the pressure is on because if the card is not renewed on time, people might have concerns about their free travel, for example. The online option is good for many people, but some people are really hitting a wall with the photograph when applying online and having the correct aspect ratio on the photograph. People feel ambushed by this in terms of knowing whether the photograph is correct. Many people are frustrated by having to load it again and again. Some people end up having to go to the local office to ask for an appointment in this regard.
Heather Humphreys (Cavan-Monaghan, Fine Gael)
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Once the application process is completed, the card will be posted within seven to ten working days. If a person is getting the appointment well in advance of the card's expiry they should be okay.
I will have to take up the issue around the photograph with my officials. We want to streamline this process to allow people to go online and upload the photograph. People want to know that it is the correct photograph and that it has been taken. If it is not taken, the person can experience bother as well. As I said, we are not aware of any delays but if there are any specific instances the Deputy wants to bring to my attention, I am happy to follow up on them. If there is a problem we will find out what it is and deal with it. Generally speaking, the system is a good one and the public services card is a great job.
Aindrias Moynihan (Cork North West, Fianna Fail)
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Having a smooth and reliable process for the renewal is so important. When people are getting their letter three months in advance they expect to be able to either do it online, or to be able to access the office locally. People are struggling to get appointments until they are much nearer the date of their card expiry. From what we understand, this is because of a large number of people. The card was introduced around ten or 11 years ago, so there is a large block of people coming towards the renewal at around about the same time. That is a predictable load, so there should be measures in place to deal with it. When a person gets the renewal done, the card is issued quite quickly. That is the positive part but getting to that renewal stage is where people have raised the issue of the photograph and also having to wait to get an appointment, even though they would have been notified three months in advance. It is a huge concern, particularly for people with the free travel. People really value the free travel and when it is available to them, they use it. Without the card there is a possibility that they would be stopped on the free travel.
Heather Humphreys (Cavan-Monaghan, Fine Gael)
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I take the Deputy's point. They get the notice three months in advance, which is good. At least they are getting the notification that their card is due to expire. The card was introduced in 2011 and there were a lot of first-time applications in 2012, 2013 and 2014 when many people started to use the public service card, so there are a good few extra for renewal at this point. Since the service was launched, more than 134,000 people have renewed their cards online. Some 70,000 renewals were completed in 2023. That is a fair few and that will be more again in 2024. The important thing is that they get the card in time and I fully understand that they want to have the free travel pass. We spoke with the regional managers in Cork and they did not say that there were any delays, but I will raise the Deputy's concerns with my officials.