Bernard Durkan (Kildare North, Fine Gael)
Link to this: Individually | In context

Question 732: To ask the Minister for Social and Family Affairs the changes that have taken place in the administration of services provided by his Department in the past three years; the way that such changes have affected the efficiency and delivery of services to the consumer; and if he will make a statement on the matter. [15838/10]

Éamon Ó Cuív (Galway West, Fianna Fail)
Link to this: Individually | In context

The income and support services provided by the Department impact on the lives of almost every person in the State. Over the course of the last three years, the administration of services by the Department of Social and Family Affairs has changed significantly arising from changes in both the economic environment and decisions of Government.

In summary, some 1.4 million people each week claim a social welfare payment and, when qualified adults and children are included, a total of almost 2.1 million people benefit from weekly payments. Over 600,000 families receive child benefit payments in respect of over 1.2 million children each month. The total expenditure by the Department in 2009 was €20.5 billion.

In 2007, the Department processed approximately 2 million new claims and applications across its various schemes and services; it made approximately 68 million payments, as well as responding to over 6 million telephone calls, enquiries and conducting investigations and reviews. In 2009, the respective figures had increased to almost 2.5 million new claims and applications; 83 million payments and almost 7 million telephone calls.

The Department has an ongoing programme of business, organisation and ICT modernisation which has supported its operations over the years in question. This Service Delivery Modernisation (SDM) Programme has facilitated the introduction of new organisational structures along with the introduction of new technology, the replacement of legacy computer systems, the move to electronic payments and the development of a range of e-services.

Improved processes and procedures, particularly in the Local Office Network, have helped to increase productivity among existing staff. In addition, over 450 extra people were assigned to claim processing since May 2008 and centralised units were set up to relieve some of the pressure on the busiest offices. In recent months the Department has introduced a range of process improvement initiatives to deal with the increased volume of claims including an appointments system for those wishing to make a claim and a more streamlined procedure for claimants moving to jobseekers allowance when their jobseekers benefit expires.

The Department is committed to providing an efficient and effective service to its customers. Following an extensive consultation process with customers, customer representatives, staff, and stakeholders the new Customer Charter and Customer Action Plan 2009-2011 was launched in May 2009. The Customer Action plan sets out the Department's aims and actions for the next three years and is a key part of the Government's objective of attaining greater efficiency in delivering public services in an affordable way and using modern technology to best effect. The new Customer Charter sets out the standards of service that people can expect in their dealings with the Department. It is displayed in all of the Department's offices and on the website. The Deputy will also be aware that during the three years in question, there were changes to the scope of the services provided by the Department arising from Decisions of Government.

Responsibility for the General Register Office, the central repository for records relating to births, death and marriages in the State, transferred to the Department from the Department of Health and Children with effect from 1 January 2008. Legislation to transfer the administration of the Domiciliary Care Allowance and the Blind Welfare Allowance schemes was contained in the Social Welfare and Pensions Act 2008. New claims for Domiciliary Care Allowance have been accepted in this Department since April 2009 whilst the administration of pre-existing claims transferred successfully from the HSE to the Department in September 2009. In addition, the Combat Poverty Agency was integrated into the Social Inclusion Division of the Department in July 2009 and responsibility for the Governance functions for the Money Advice and Budgeting Service (MABS) was successfully transferred from the Department to the Citizens Information Board (CIB) in July 2009.