Derek Keating (Dublin Mid West, Fine Gael)
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Question 17: To ask the Minister for Social Protection if her attention has been drawn to the fact that the voice message on the telephone regarding applications for disability allowance is stating that applications are taking up to 17 weeks before they will be processed; if her attention has been drawn to the fact that appeals are taking from six months for written appeals and up to 12 months for oral appeals (details supplied); and if she will make a statement on the matter. [20395/12]

Pat Deering (Carlow-Kilkenny, Fine Gael)
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Question 25: To ask the Minister for Social Protection if her attention has been drawn to the fact that the voice message on the telephone regarding applications for disability allowance is stating that applications are taking up to 17 weeks before they will be processed; if her further attention has been drawn to the fact that appeals are taking from six months for written appeals and up to 12 months for oral appeals; and if she will make a statement on the matter. [20347/12]

Joan Burton (Dublin West, Labour)
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I propose to take Questions Nos. 17 and 25 together.

The average time taken to award an application for disability allowance in 2011 was 17 weeks. The average time taken to award an application for disability allowance in the first quarter of 2012 is not currently available, as claims are being processed on both a new system and the old system since the beginning of February 2012.

Entitlement to disability allowance is based on satisfying medical, means and residency conditions. In determining entitlement to the allowance there are, in certain cases, unavoidable time lags involved in making the necessary investigations and enquiries to enable accurate decisions to be made. Certain claims have to be sent to social welfare investigators for means investigations and this can add to the overall processing times. These claims are often complex and can take time to investigate. Delays can also arise if people applying for the allowance are not in a position to supply all the necessary information in support of their claim at the time of application. In addition, factors outside the department's control can have an impact, for example, the supply of relevant information by the customer, employers or other third parties.

A major service delivery modernisation project is currently underway to address the increase in the claim-load and to improve the efficiency of administration of the disability allowance scheme. This involves the development of information technology functions and associated business process re-organisation. It is anticipated that the new system will introduce significant processing efficiencies and a quicker and more responsive service to the customer. Accordingly, the project is being given high priority and involves a significant level of time and commitment from the relevant staff in the Department. In addition temporary staff have been deployed to reduce the backlog and waiting times.

The cadre of medical assessors (complement of posts) is 27 which includes a Chief Medical Advisor and a Deputy Chief Medical Advisor. There are currently 4 vacancies arising from recent retirements. The Public Appointments Service is currently advertising for new medical assessors and the closing date for applications is 9 May. It is expected that the selection process will commence soon thereafter.

The current average time to process disability allowance appeals decided by summary decision is 32.3 weeks and 40.7 weeks for oral appeals. These processing times are calculated from the registration date of the appeal to the date of its finalisation and include all activities during this period including time spent in the Department for comments by the deciding officer on the grounds of appeal put forward by the appellant and any further investigation, examination or assessment by the Department's inspectors and medical assessors, that is deemed necessary. In an effort to reduce the appeal processing times, the Department appointed 12 additional appeals officers between 2010 and 2011. In addition, a further 10 appeals officers, formerly employed by the Community Welfare Services (CWS) of the Health Services Executive, joined the Social Welfare Appeals Office (SWAO) as part of the integration of the CWS. This brought the total number of appeals officers to 39. In addition to this, the SWAO has improved its business processes and IT support.

I am assured by the Chief Appeals Officer that she is keeping the methods of operation by which the Social Welfare Appeals Office conducts its business under constant review, and that the processes are continuously being enhanced to reduce the backlogs in that Office and, overall, to reduce the processing times for dealing with appeals.