Dáil Éireann díospóireacht -
Thursday, 20 Jun 1996

Vol. 467 No. 3

Written Answers. - Social Welfare System.

Denis Foley

Ceist:

24 Mr. Foley asked the Minister for Social Welfare the main steps, if any, he has taken to improve the quality of service provided to users of the social welfare system; the ongoing plans, if any, he has in this regard; and if he will make a statement on the main areas that give rise to customer complaints within his Department. [12932/96]

Minister for Social Welfare (Proinsias De Rossa)

My Department introduced a number of initiatives over recent years aimed at improving the quality of service delivery. These initiatives include: the provision of more services locally; substantial improvement in claim processing times; introduction of new payment methods; provision of new offices and systematic refurbishment of older offices; and better access and focus on the provision of privacy facilities.

The Strategic Management Initiative recently launched by the Government has presented an opportunity to build on these initiatives. Priority is being given to the development of a customer service action programme, the primary objective of which is to develop and build on the existing customer service culture that exists across my Department.

Specifically the objectives of this programme are: to put in place participative structures where customers can express opinions and give feedback thus enabling the services to be delivered in a way which is more responsive to their needs; to equip staff, through training and development, to fulfil customer service objectives; to develop measurable customer service quality standards; and to provide better quality information and advice about entitlement in individual circumstances.

Customer consultation has been part of the normal activity of my Department over the past number of years. It is facilitated through customer surveys, customer comment cards and customer panels. The objective of this activity is to elicit feedback on the various services that we deliver on an on-going basis and to ensure that we are aware of customer needs, attitudes and expectations. It is through this process that we will improve the quality of our services in a way that is responsive and relevant to the needs of our wide range of customers.

My Department recently commissioned an independent customer survey which was undertaken on our behalf by MRBI. The results of this research showed a high level of overall satisfaction among existing customers and further confirmed the improvements that have already taken place in the quality of the services which we deliver. The survey also provided valuable feedback regarding areas that are still in need of further improvement. The survey highlighted that further attention is required in the areas of information dissemination and the provision of privacy facilities. This confirmed what had also emerged from other feedback.

It is our goal to provide relevant, timely and accurate information and continually seek to identify new ways of getting information on our services to those who need it, when they need it. We are examining the implications of the survey findings to see how best we can adapt our procedures to achieve this goal. The provision of privacy facilities will continue to receive primary consideration in the design of all new local office buildings and in all office refurbishment projects. I am committed to the ongoing development of our customer service programme which will ensure that the quality of our services are enhanced and meet the highest standards of what can be provided.

Tom Kitt

Ceist:

25 Mr. T. Kitt asked the Minister for Social Welfare the steps, if any, he intends taking to remedy the anomaly where self-employed persons who are compulsorily covered for social insurance since April 1988 are not covered against the risks of unemployment, illness or disability. [13053/96]

Minister for Social Welfare (Proinsias De Rossa)

Self-employed persons are compulsorily insurable under the Social Welfare Acts since 1988. They are eligible for benefits as follows: Widow's-Widower's (Contributory) Pension; Orphan's (Contributory) Allowance; Old Age (Contributory) Pension.

Contributions as self-employed persons (Class S) do not reckon for any short-term benefits under the Social Welfare Acts.

The contributions payable by self-employed persons do not include any element in respect of these benefits. To extend the range of benefits payable would mean an appreciable increase in the rate of contributions. The question of extending benefits to include disability and invalidity benefit was considered by the National Pensions Board and their recommendations in the final report of that board are being considered.

There are no plans at present to extend short-term benefits to self-employed persons. Any such proposal would have financial implications and would have to be considered in a budgetary context.