John Perry (Sligo-Leitrim, Fine Gael)
Link to this: Individually | In context

Question 84: To ask the Minister for Social and Family Affairs if there is a time target for dealing with queries from members of the public to the lo-call helpline for the people inquiring about the State pension; and if he will make a statement on the matter. [10953/06]

Séamus Brennan (Dublin South, Fianna Fail)
Link to this: Individually | In context

Under the Social Welfare Law Reform and Pension Bill 2006, I propose to change the name of the old age contributory pension to State pension, contributory, and the retirement pension to State pension, transition. Also, from 29 September next, I will introduce a new pension scheme to be known as State pension, non-contributory, which will incorporate most means tested payments which apply to people aged 66 and over.

The aim of my Department in dealing with telephone inquiries made to any of the Department's lo-call numbers is to ensure they are answered quickly, competently, courteously and with due regard to the needs of the callers. The pension services office of my Department in Sligo has a lo-call number — 1890 500 000 — which may be used to make inquiries about the State pension or any of the other social welfare schemes which are administered from there. These schemes include old age contributory pension, retirement pension, old age non-contributory pension and widow and widower's contributory and non-contributory pensions.

There are currently a total of 16 staff assigned to the dedicated phone banks in the office to deal with inquiries made via the lo-call number. There is a standard in place which stipulates that calls should be answered within 30 seconds and that the number of abandoned calls versus total calls should be no more than 5%. Available statistics indicate that these targets are met in general. However, there can be delays at times when the service is particularly busy, for example, after budget announcements, in the run-up to Christmas and similar times of high pressure.

To answer incoming telephone calls in the most efficient way possible, callers to the lo-call number of the pension services office are asked by means of an automatic call answering service to select the appropriate number on their telephone keypads. This ensures that their calls are directed immediately to the relevant section where they are answered by a dedicated team of experienced staff. The length of time it takes to deal with a telephone inquiry depends upon its nature and complexity. Most enquiries to the lo-call number are dealt with quickly by our telephone call answering staff. These staff have on-line access to the Department's pensions database which enables them to answer specific inquiries from pensioners about their personal entitlements. Due to the complex nature of some calls received, it may not be possible to fully deal with the inquiry immediately. In such circumstances, staff will always offer to phone back with the relevant information at a time that is convenient to the callers.

Last year, the pension services office of my Department received over 500,000 telephone calls from pensioners, public representatives and members of the public. To provide a better service to customers, my Department is actively seeking ways to minimise the necessity forthem to phone my Department with inquiries. The Department, for example, produces and maintains a comprehensive range of bookletson social welfare services which are freely available to customers in citizen information centres and social welfare local offices throughoutthe country. Also, my Department's website, www.welfare.ie, is regularly updated with the latest information on these services.

The position regarding phone response is kept under ongoing review and, as part of the extension of the Department's service delivery model, SDM, programme later this year, further improvements to the telephone service are planned. An additional lo-call number and additional telephone answering staff will be provided for the retirement and old age contributory pension sections and a team of back-up phone answering staff will be available to provide support when call volumes are very high.

Caoimhghín Ó Caoláin (Cavan-Monaghan, Sinn Fein)
Link to this: Individually | In context

Question 87: To ask the Minister for Social and Family Affairs if figures are available to gauge how successful his Department's campaign of advertising the family income supplement has been. [10989/06]

Jan O'Sullivan (Limerick East, Labour)
Link to this: Individually | In context

Question 106: To ask the Minister for Social and Family Affairs the response received so far to his Department's national awareness campaign on family income supplement; his plans for greater co-ordination of information with the Revenue Commissioners to ensure maximum possible uptake; and if he will make a statement on the matter. [11016/06]

Aengus Ó Snodaigh (Dublin South Central, Sinn Fein)
Link to this: Individually | In context

Question 120: To ask the Minister for Social and Family Affairs how effective the campaign to promote the family income supplement entitlements has been; and the number of people who have availed of their entitlements. [10985/06]

Séamus Brennan (Dublin South, Fianna Fail)
Link to this: Individually | In context

I propose to take Questions Nos. 87, 106 and 120 together.

The provision of information is an essential element in the effective delivery of social welfare schemes and services. The underlying objective of my Department's information policy is to ensure that all citizens are made aware of their entitlements and other supports and are kept informed of changes and improvements to schemes and services as they occur. The family income supplement is designed to provide cash support for employees on low earnings with families. This preserves the incentive to remain in employment in circumstances where the employee might only be marginally better off than if he or she were claiming other social welfare payments.

Currently, approximately 17,685 families, with almost 34,000 children, benefit directly from the weekly top-up payments but thousands of other families who, based on research, would be likely to qualify for FIS, are not applying for the scheme. Families can get top-up supports of between €20 and €400 a week, depending on their income and the size of their family. Expenditure on FIS in 2005 was €72.1 million.

Improvements to the family income supplement scheme, including the new increased income limits announced in budget 2006, mean that it is now easier for families to qualify under the scheme. Furthermore, FIS is a central element of a programme of reforms targeted specifically at addressing child poverty. To ensure that families are made aware of these improvements, my Department undertook a nationwide awareness campaign to promote and encourage a greatly increased take up of the family income supplement, FIS, scheme for working families on low incomes. This extensive week long campaign included advertising on TV, on national and local radio and in the national and regional press. A nationwide poster campaign was also undertaken.

During the media campaign, my Department provided a lo-call helpline for the public to answer their inquiries regarding eligibility under the improved scheme. The helpline responded to over 2,800 calls. To date, over 1,000 new application forms for FIS have been issued to families. In addition, the scheme was promoted through the Department's network of local offices, citizen information centres, citizens information phone service and by Comhairle, the national information support agency. Information was also made available through the Department's website.

I am very pleased with the response so far to the campaign. However, as the campaign only ended on 10 March 2006, it is too early to determine its full impact at this time. My Department has been working closely with the Revenue Commissioners to ensure that families on low incomes are made aware of the availability of FIS. Improvements in the scheme were outlined in an information leaflet distributed by the Revenue Commissioners with the 2006 tax credit certificates to all PAYE taxpayers. My Department will continue to work with the Revenue Commissioners on other initiatives to ensure that people are made aware of their entitlements in a timely manner.

Every effort is being made to ensure that families eligible for FIS are encouraged to apply for the scheme and every opportunity is taken by my Department to promote the benefits of the scheme. So far this year, applications received for FIS have increased by over 35% compared with the same period last year and over 800 applications are currently being received by my Department each week. The Government is determined to eradicate child poverty and I am confident that improvements to the FIS scheme will contribute towards targeting resources to low income households.