Dáil Éireann Debate, Wednesday - 12 March 2014
103. Deputy Noel Harrington asked the Minister for Social Protection her plans to provide to an applicant a tracking service for all applications to her Department and agencies under the aegis of her Department from members of the public for all schemes processed by her Department similar to the passport applications tracking scheme processed by the Department of Foreign Affairs and Trade; and if she will make a statement on the matter. [12358/14]
View answerThe Department operates more than 70 schemes across a number of different information technology systems catering for some 2 million new claims annually and issues some 80 million payments to customers each year. Due to the number of different technology systems in use, it would be a major exercise to develop a tracking system as described.
Over the past number of years extensive investment has been made in new technology and a high proportion of our customers claims are now processed and paid via new systems. In respect of these claims the customer is issued with a text acknowledgement on receipt of the customer claim, where they provide a mobile telephone number. However, it is not intended to retrofit this solution to claims processed on older systems, as it would not be cost effective to do so.
Efficient and prompt processing of all customer claims remains a key priority for the department. Claim processing standards are regularly reviewed and the target achieved in each scheme area is published to inform customers of the likely time required to process individual claims. In some schemes, customers have their claims processed and paid within one to two weeks and in such cases developing and maintaining a tracking system would possibly slow the process. I am satisfied that the processes in place to manage applications and to keep customers informed are appropriate and that customer service is kept under continual review to ensure the best possible service is provided to the Department’s customers.
