Aengus Ó Snodaigh (Dublin South Central, Sinn Fein)
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Question 406: To ask the Minister for Social Protection if tracking is carried out on social welfare appeals and reviews which are upheld to see whether there is a pattern; if certain deciding officers are negligent or uninformed of qualifying criteria, or if the public are failing at an early stage to submit all documents and information required. [11426/12]

Joan Burton (Dublin West, Labour)
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Over 70 different schemes and services are administered by the Department's staff and over two million people receive a weekly payment. In addition, the Department has been faced with an unprecedented increase in the number of people accessing its services over the last couple of years.

Regarding appeals and reviews, each claim presented is examined on its own merits in relation to the pertinent facts and circumstances. Should any trend in relation to issues with decisions become apparent, however, these are examined to see whether any clarification is needed in relation to the qualifying requirements. There is regular contact between the Social Welfare Appeals Office and the Decisions Advisory Office of the Department in this regard

Staff Development Unit, the central training unit of the Department, has developed a new Deciding Officer course for Jobseeker's Allowance and Jobseeker's Benefit which is currently being delivered to our regional local office trainer network. This structured training initiative is part of the ongoing supports for deciding officers and, in conjunction with on the job training, ensures that deciding officers have the necessary knowledge to deal with the varied and complex decisions that are8 presented to them, and that decisions made are consistent and of a high standard. Where a question arises as to how to proceed with a decision, the officer can consult the relevant scheme guideline, or following on from this, advice may be sought from the Scheme owners, the Regional Decision Advisor or the Decisions Advisory Office.

Application forms and explanatory leaflets are available on the Department's website and at the Department's offices and clearly set out the information required. Citizen Information centres can assist customers in completing application forms should they request this. Customers should provide all supporting documentation at the time of claim. However, should they not provide the documentation at that stage, they may provide it at a later stage and it will then be considered by the deciding officer.

The Department is committed to providing a quality service to all its clients and to ensuring continuous improvements in the standard of service it provides. In this regard, the Department receives regular feedback on services through its daily contact with clients. The Department also has a client consultation framework in place whereby it seeks participation from clients to assist in developing policies and service delivery mechanisms. This is achieved through surveys, client panels, as well as meetings with client representative groups and those engaged in welfare information services.

In launching the recent report "Person or Number?" I referred to the duty of the Department to provide a professional, inclusive and timely service. Such reports, using case studies to highlight the difficulties faced by particular clients, provide a clear indication of where customer service may not meet the standards expected and will be of use in developing our Client Action Plan and Charter for 2012-2014.