Written answers

Tuesday, 16 April 2013

Department of Social Protection

Departmental Correspondence

Photo of Alan FarrellAlan Farrell (Dublin North, Fine Gael)
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To ask the Minister for Social Protection the annual spend in her Department for sending correspondence to applicants and recipients of any social welfare payment, to include the cost of postage, printing, paper and envelopes in this figure; her plans to introduce this by electronic means of communicating when email addresses are provided; if this has been reviewed by her Department; and if she will make a statement on the matter. [17143/13]

Photo of Joan BurtonJoan Burton (Dublin West, Labour)
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The information requested by the Deputy is set out in respect of 2012 in tabular form below

ItemExpenditure 2012 (€)Note
Postage11.044mIncludes cost of posting cheque payments
Envelopes0.419mIncludes envelopes for cheque payments
Printing/paper1.006mNot including cheque stationery

As a general strategy my Department favours the introduction of electronic channels to replace paper when communicating with customers where this is feasible and appropriate.

In determining the appropriate channel to communicate with customers, recognition must be taken of our customer profile, the nature of the communication and the security of the channel. Despite high levels of internet penetration in Ireland, studies indicate that the number of older people who do not use the internet for personal transactions is high. A significant number of our customers fall into this category and the Department adopts the general approach of interacting with these customers through more traditional and secure communication channels. The nature of some of my Department’s communications also means that email is not always suitable (e.g. cheque payments or control activity).

My Department uses electronic communications through its website and through individual communication; for example, it uses SMS texting to correspond with some customers. The range of electronic forms and information available to customers via our website (www.welfare.ie ) has also been increasing. As ICT options are further developed internally and externally, my Department will use electronic communications as much as possible and will keep the issue under review.

Photo of Alan FarrellAlan Farrell (Dublin North, Fine Gael)
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To ask the Minister for Social Protection if there are means by which her Department can introduce an email only policy, with appropriate exceptions, when corresponding in writing to members of the Oireachtas in order to save the cost of postage, paper, printing and envelopes; and if she will make a statement on the matter. [17144/13]

Photo of Joan BurtonJoan Burton (Dublin West, Labour)
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The Department of Social Protection provides a range of contact channels for all its customers including members of the Oireachtas.

The practice within the Department is to reply to queries and requests for information by the same channel through which they were received, where appropriate. Where a written request for information is received from an Oireachtas member, the response issues in writing, either by post or email, depending on the initial request.

To facilitate the speedy resolution of queries and requests for information from Oireachtas members, the Department has provided lists of designated contact telephone numbers and email addresses for various business areas and these are used by members on a regular basis.

The Department takes a pro-active approach to communicating information on legislative and other changes to Oireachtas members. In 2012, this involved emailing members with information on, for example, changes to the State pension scheme and arrangements in respect of Back to School Clothing and Footwear Allowance. This approach will continue to be followed for other information campaigns undertaken by the Department.

As part of its commitment to minimising costs, the Department of Social Protection is continually reviewing its information and service delivery model. The Department also has a duty of care to its customers to safeguard their personal information, as provided for under the Data Protection Acts. Any future initiatives involving the electronic transfer of customer information will be considered in the context of the security and reliability of the means of transfer, email or otherwise.

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