Dáil Éireann Debate, Tuesday - 29 January 2013
479. Deputy Bernard J. Durkan asked the Minister for Social Protection the extent to which she is investigating a method whereby it would possible to simplify the application forms and procedures for any of the social protection entitlements in view of the length of time taken to process voluminous application forms; and if she will make a statement on the matter. [4544/13]
View answerThe Department has a continuous programme of process improvement initiatives underway aimed at streamlining the processing of claims, supported by modern technology. The simplification and reduction of application forms complements the introduction of more streamlined processes. The key principles underpinning the design of the Department’s application forms are the use of clear and simple language, with consistent layout and presentation across both online and paper forms. All primary application forms are designed to facilitate the use of scanning and automated processing. This ensures that the application is processed as efficiently as possible and that customers receive their entitlement in a timely manner. Primary application forms are regularly reviewed to ensure they request only the information required to establish the customer’s entitlement, in a clear and easy to understand manner.
Staff in the Department’s local and branch offices and Intreo centres provide information and guidance to customers on the completion of application forms when required. In addition, the Citizens Information Board, through its network of offices around the State provides information, advice and advocacy services to members of the public on a wide range of public and social services, including assistance in completing application forms. All primary application forms are also available on the Department's website, www.welfare.ie. Applications for a number of schemes, i.e. child benefit, State pension (contributory), widow(er)’s or surviving civil partner’s contributory pension, household benefits and, in certain cases, jobseeker’s payments, can be completed and submitted online.
The objective is to enable people to access services at a time and place that best suits their needs. The use of online application forms reduces the administrative burden for the customer and facilitates efficient processing of claims by the Department. I am satisfied that the ongoing initiatives underway in the Department, the improvements to processes and procedures supported by the redesign of application forms, and the Department’s use of modern technology will continue to deliver an improved and efficient service to customers.
