Dáil Éireann Debate, Wednesday - 6 July 2022
149. Deputy Claire Kerrane asked the Minister for Social Protection the intended changes to the appeals process from a Departmental organisation perspective; the way that the social welfare appeals office fits into these structures alongside her Department overall; and if she will make a statement on the matter. [36498/22]
View answerThe Social Welfare Appeals Office functions independently of the Minister for Social Protection and of the Department and is responsible for determining appeals against decisions in relation to social welfare entitlements made by Deciding Officers or Designated Persons of the Department.
The Office is committed to enhancing its operations to continue to deliver an efficient and effective appeals service to its customers. To support this goal, a programme of process redesign and modernisation is in progress. This programme includes the development and implementation of an enhanced appeals business process and the development of a new computer system.
A customer centric, multichannel solution, modernising and transforming the appeals process across the Department and the Appeals Office is envisaged. This solution will require operational, legislative, and procedural changes and will also reflect the recent recommendations of the Comptroller and Auditor General.
Information on the project is communicated regularly to all relevant staff in the Office and the Department and the management of both are committed to supporting staff in dealing with the necessary changes. Communication with the relevant unions is ongoing and any concerns will also be discussed in that forum.
This change process will ultimately provide a more efficient and streamlined service for people accessing the appeals service.
I trust that this clarifies the matter for the Deputy.
