My Department is committed to providing a quality service to all customers, ensuring that claims are processed as quickly as possible and that backlogs are kept to a minimum.
Processing times for new applications vary across schemes, depending on the differing qualification criteria. Schemes that require a high level of documentary evidence from the customer, particularly in the case of illness-related schemes, can take longer to process. Similarly, means-tested payments can also require more detailed investigations and interaction with the applicant, thereby lengthening the decision-making process. Delays can also arise if information is required from social security organisations in other jurisdictions and where additional information has been requested from the applicant but remains outstanding.
As part of my Department’s programme of service delivery modernisation, a range of initiatives aimed at streamlining the processing of claims, supported by modern technology, have been implemented in recent years. Operational processes, procedures and the organisation of work are continually reviewed to ensure that processing capability is maximised. In this regard, my Department has had major success in clearing backlogs, notably in the disability and caring schemes.
The staffing needs of my department are also regularly reviewed, having regard to workloads and the competing demands arising, to ensure that the best use is made of all available resources.
My Department is committed to ensuring that reviews of adverse decisions are carried out without delay. Due to the increased number of applications received and decided over the last 12 months, there has been a corresponding increase in the volume of requests for reviews. This has led to increased waiting times for reviews. Additional resources have recently been allocated to the review areas to deal with increased volumes and to minimise delays.
The Social Welfare Appeals Office (SWAO) functions independently of my Department and is responsible for determining appeals against decisions in relation to social welfare entitlements. All appeals are referred to the Department in the first instance so that the original decision can be reviewed. It is often the case that new evidence is provided with the appeal request and, as a result, the original decision may be revised by the Deciding officer. It is important to highlight the value of providing all relevant information at the initial application stage as this will increase the likelihood of achieving a positive result earlier in the process. If a review has not produced a favourable outcome, then a submission is prepared within the scheme area and forwarded to the SWAO without delay.
There are currently no processing delays with applications for Carer’s Allowance, Carer’s Benefit, Invalidity Pension or Disability Allowance.
The number of applications for Additional Needs Payments increased significantly following two major advertising and communications campaigns by my Department to promote the scheme this year. To the end of September this year, 66,000 Additional Needs Payments have been processed and paid.
In the region of 63% of applications for Additional Needs Payments are finalised within 4 weeks. Where an application is not finalised within this timeframe, this is generally due to additional information or documentation being requested from the person to support their application. Where my officials are aware of a customer with an urgent or an immediate need, every effort is made to ensure that customer in question receives a prompt service, usually on the same day.
I hope this clarifies the matter for the Deputy.
