Kevin Humphreys (Dublin South East, Labour)
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To ask the Minister for Social Protection if her attention has been drawn to the delays being experienced within her Department due to the failure to quickly transfer files for appeals when decisions in the negative for entitlements to payments are appealed by a citizen; and if she will make a statement on the matter. [49989/12]

Joan Burton (Dublin West, Labour)
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Significant resources and effort have been put into reducing backlogs and improving appeals processing times for appellants, including:

The assignment of 15 additional Appeals Officers (AO).

Retaining retired experienced AOs for 18 months ending December 2011.

Improving business processes and implementing a new operating model in SWAO.

Programme of process redesign and system modernisation in scheme areas.

I think it is worth repeating the scale of the increases in social welfare appeals over the last three years. Up to 2009, the average number of appeals received was 15,000 per annum. In 2011 it rose to 32,000. In the same period the number of decisions finalised increased from an average 13,500 to 34,027.

Currently the details of delays in the transfer of files for Appeals are outlined in the table:

Table 1 - Files Awaiting Submission to SWAO as at 5th November 2012

The Department continues to examine what further improvements must be made to reduce processing times. When an appeal is received, it is acknowledged, the Department makes a submission to the SWAO on the grounds of appeal put forward by the appellant. Part of this process is a review by the Department of the initial decision in light of new evidences or information submitted as part of the appeal. For example, in the case of schemes which include medical criteria, the time taken by the Department will almost always include a review by a different medical assessor to the one who initially examined the case. In cases where a person’s means are the issue, a further visit by a Social Welfare Inspector may be required. All of this adds time to the process.

In effect the Department allows multiple reviews and submissions of fresh evidence to ensure the applicant gets every opportunity to make their case. A number of jurisdictions do not do this and inevitably restrict the opportunities of the applicant. Nonetheless, there is no doubt further improvement is needed and there are plans in place to do so. In relation to the SWAO itself, the Chief Appeals Officer expects to finalise 6,000 more claims in 2013 than will be finalised this year. This will be achieved through the additional capacity generated as the newer Appeals Officers become experienced. As things stand, with turnover of staff and additional new recruits, 25 Appeals Officers have less than 18 months experience.

There is a major programme of process redesign and modernisation currently underway in relation to many scheme areas which will reduce scheme backlogs and will also reduce the time taken for the Department to respond to requests from the SWAO for submissions in relation to appeals. It is also planned to improve the capacity of the Medical Review and Assessment Service through the recruitment of additional Medical Assessors in 2013. All of these measures taken together will reduce the waiting times for appellants.