The Department is committed to ensuring that claims are processed as expeditiously as possible. The average time taken to award a carer’s allowance application is 25 weeks, however individual cases may vary. Some will be processed quicker, others will take longer depending on complexity and whether all information is supplied by the customer at the outset. In addition, where a customer requests a review of an initial decision to refuse an application, this will take additional time. I acknowledge that the time taken to process carer’s allowance claims at present is not satisfactory but I am satisfied that the Department is taking appropriate action to resolve the situation.
Following the completion of a major modernisation project, an in-depth business process improvement (BPI) project was completed for the carer’s allowance scheme. This project focused on optimising output and customer service and the reduction of backlogs. The outcome of the review is the division of work into two streams. One concentrates on dealing with new claim intake and processes these without delay and the other on the backlog which is ring-fenced with a clear and targeted plan for its elimination. Implementation of the plan commenced on Monday 3 September and is being closely monitored and managed to ensure it achieves its objectives. A noted increase in the number of new claims processed has been achieved in recent months where claims processed have substantially exceeded claim intake. However, it will take a number of months before the backlog is reduced to an acceptable level. Significant additional temporary resources have been allocated to the backlog elimination effort and the situation continues to be monitored in order that the backlog is eliminated in the shortest possible timeframe.
The current average time taken to process carer’s allowance appeals decided by summary decision is approximately 32 weeks, while the current average time for those requiring an oral hearing is approximately 43 weeks. Generally the vast majority of cases fall within these average times but extenuating factors, often outside of the control of the Social Welfare Appeals Office, will cause greater delays in some cases.
