Dáil Éireann Debate, Tuesday - 29 September 2015
199. Deputy Maureen O'Sullivan asked the Tánaiste and Minister for Social Protection if she is satisfied that all social welfare offices are properly manned and that call lines are accessible without long waiting times on hold; and if she has any plans to make social welfare offices more accessible to people, without having to physically attend the office. [33188/15]
View answerIntreo is the new integrated income support, employment and support service which is now provided by the Department.
Intreo, which was launched in 2012, is now in place in 53 offices located across the country and the service will be extended to a further number of Social Welfare Local Offices by the end of 2015.
The Intreo centre is a one-stop shop for all income and employment support services where customers can easily access job-seeking advice, information on vacancies and income support services all in the one place.
There are a number of key elements which make up the Intreo service which improve customer service and reduce waiting times, including:
- The provision of an integrated reception facility offering a one-stop shop customer contact point which incorporate all strands of the Department’s income support and employment services.
- The ability for customers to access services by appointment.
- The establishment of Integrated Decision Teams leading to quicker decisions and a reduction in delays to customers.
- The availability of Community Welfare Service Staff and Social Welfare Inspectors to support the decisions team in each Intreo Centre resulting in improved processing of Supplementary Welfare Allowance, Jobseekers and One-Parent Family Payment claims.
I am aware that at some times it may be difficult for customers to get through by telephone to some Intreo Centres, but every effort is being made to ensure that all phone calls are answered and queries handled. Customers can however refer to www.welfare.ie for useful information on all services provided by the Department and they can also access a range of on-line services.
My Department is continuing to develop additional on-line services for customers and a new myWelfare.ie application has recently become available. Already, customers can apply via myWelfare.ie for an appointment for a PPSN or a Public Service Card and over time a further range of on-line services will become available.
