The average time taken to award an application in the quarter ended September 2011 was 17 weeks. Figures for the last quarter of 2011 and for January 2012 are unavailable as, due to the introduction of a new claims processing system in carer's allowance area, new claims are being processed on the new system while older claims are still being processed on the old system.
As mentioned above, a major service delivery modernisation project is underway to improve the efficiency of administration of the carer's allowance scheme. This involves the development of information technology functions and associated business process reorganisation. The first tranche of new carer's allowance claims began to be processed under the new system in August 2011. It is anticipated that the new system will introduce significant processing efficiencies and a quicker 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. This has had short-term negative impact on claim processing times which is expected to continue until the completion of the modernisation project when all existing carer's allowance claims will be transferred onto the new processing system.