Enda Kenny (Mayo, Fine Gael)
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Question 107: To ask the Minister for Social and Family Affairs the processing time for each individual social welfare office to deal with a claim for jobseeker's benefit; and if she will make a statement on the matter. [40635/09]

Phil Hogan (Carlow-Kilkenny, Fine Gael)
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Question 114: To ask the Minister for Social and Family Affairs the average processing time for a claim in respect of jobseeker's benefit; and if she will make a statement on the matter. [40634/09]

Phil Hogan (Carlow-Kilkenny, Fine Gael)
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Question 117: To ask the Minister for Social and Family Affairs the average processing time for a claim in respect of jobseeker's allowance; and if she will make a statement on the matter. [40633/09]

Enda Kenny (Mayo, Fine Gael)
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Question 119: To ask the Minister for Social and Family Affairs the processing time for each individual social welfare office to deal with a claim for jobseeker's allowance; and if she will make a statement on the matter. [40636/09]

Mary Hanafin (Dún Laoghaire, Fianna Fail)
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I propose to take Questions Nos.107, 114, 117 and 119 together.

The average processing times for claims decided in October was 3.14 weeks for jobseekers benefit and 7.38 weeks for jobseekers allowance. This is the average nationally and there are fluctuations between offices. In October, 3 out of every 4 claims for Jobseekers Benefit were processed within 3 weeks and 2 out of every 3 claims for the means tested payment Jobseekers Allowance were processed within 6 weeks.

The length of time it takes to process claims varies depending on the complexity of the claim, the availability of the necessary documentation from the applicant and or his/her employer and in the case of jobseekers allowance, the need to carry out additional enquires including the assessment of means and whether the claimant satisfies the Habitual Residence Condition.

Processing times can also vary from office to office due to the extent of the increased claimload, the number of staff vacancies, the duration of such vacancies and the turnover of staff in the office which impacts on the overall level of experience in the office. From time to time the average processing time for an individual office can vary considerably. This can occur where an office concentrates on clearing the claims that have been waiting the longest.

I set out below a tabular statement showing the average processing time for claims decided in October for each local and branch office. While every effort is made to ensure that applications are processed as quickly as possible, anyone who is under financial pressure while awaiting a decision on their claim for a jobseekers payment can apply for Supplementary Welfare Allowance which is subject to a means test and other qualifying conditions. It is open to any customer who is not satisfied with the decision on their claim to appeal that decision.

Over the past number of months the Department has introduced a range of process improvement initiatives to deal with the increased volume of claims which include: a more streamlined procedure for claimants moving to jobseekers allowance when their jobseekers benefit expires; a streamlined process for people who had a claim in the previous two years; application forms for the jobseeker schemes are now available on the Department's website. (this means that anyone who wants to make a claim can print the form at home and bring it to the local office completed which helps reduce queuing times); more straight-forward procedures for providing evidence of identity and address have been introduced; the process for casual employees has been streamlined and the employee can now self certify on a weekly basis without recourse to the employer. A compensatory periodic control measure has been introduced for employers. One of the most significant initiatives introduced recently, aimed at reducing queuing times and waiting times, involves the customer attending the office by appointment at which time the claim is taken and decided. This system has already been introduced in 20 offices and the Department is finalising plans to extend it to other offices.

The signing arrangements have also been revised in a number of offices and customers have been given an appointed time to attend the office in order to reduce queuing times.

I fully appreciate that becoming unemployed and having to claim a jobseekers payment is stressful enough in itself. By introducing these initiatives I am trying to ensure that the process is as easy as it possibly can be. I know that processing times in some areas are still too long and I assure you that steps are being taken to bring them back to acceptable levels. Appendix 1.

Processing times by Office (in weeks) for claims processed in the month of October 2009.

Olivia Mitchell (Dublin South, Fine Gael)
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Question 109: To ask the Minister for Social and Family Affairs when the measures to fast-track jobseekers' applications will be rolled out nationally; and if she will make a statement on the matter. [40645/09]

Mary Hanafin (Dún Laoghaire, Fianna Fail)
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Over the past year the Department has introduced a range of process improvement initiatives to deal with the increased volume of claims.

One of the most significant initiatives introduced aimed at reducing queuing times and waiting times, involves the customer attending the office by appointment at which time the claim is taken and decided.

Jobseekers at their first point of customer contact are directed to the Reception/Appointments desks where they are triaged. In those cases where considered suitable for fast-tracking - the customer is given an appointment. They are provided with the relevant applications forms and a list of the supporting documentation required to determine their eligibility to Jobseekers payments. Customers at this stage are encouraged to complete the application forms in advance of their appointment. Appointments are scheduled within 2 days of the customer first calling to the office.

The main benefits of this approach include: improved customer service; a more appropriate control and management of footfall within the office during peak and off peak periods; the elimination of queuing and waiting times for customers making claim applications; enhanced communication and information provision to customers on eligibility conditions and other entitlements; the reduction in repeat customer enquiries or transactions i.e. telephone calls, e-mails etc.

This system was first introduced in Dundalk and since last August has been introduced in a further 19 offices. The Department is currently finalising plans to extend the initiative to other offices.

The impact of this initiative is very encouraging, the processing times in Dundalk Local Office where the initiative was trialled and first introduced are now less than 1 week for JB and under 4 weeks for JA.