Written Answers. - Social Welfare Services.
Deirdre Clune
Ceist:
43
Ms Clune
asked the
Minister for Social, Community and Family Affairs
if he has satisfied himself that social welfare recipients are given adequate information on their entitlements; if he will take action to ensure that recipients get better quality information; and if he will make a statement on the matter.
[29674/00]
The provision of comprehensive information in a clear and simple manner is an essential element in the effective delivery of social welfare services. The underlying objective of my Department's information policy is to ensure that all citizens are made aware of their entitlements under a broad range of social insurance, social assistance and other supports and are kept informed of changes and improvements as they occur.
My Department produces a comprehensive range of information leaflets and booklets covering each social welfare payment or scheme and these are widely available at local level from my Department, from post offices and from other organisations.
Changes and improvements to schemes and services are advertised, using an appropriate mix of national and provincial media, fact sheets, posters and direct mailshots. Selective use is also made of Freephone services to provide information and advice on the introduction of new schemes or, for example, at budget time. The budget freephone service is currently operating at 1800 400 400.
Over the past year, my Department has issued over 530,000 customised information newsletters to different groups of customers, including pensioners, lone parents, people with disabilities and carers. This new initiative, which has been widely welcomed as an effective means of informing customers of their full entitlements, will be extended in the coming year.
Another initiative undertaken by my Department is a website through which the public can access information on the Department's services. Further developments in relation to the website are being undertaken to extend the range of information available and to make the system more "user" friendly.
The Department seeks feedback from customers on a systematic basis in relation to the quality of service and in order to tailor the delivery of services, including information services, to meet their needs. Customer panels and customer surveys are among the mechanisms which are used for this purpose. The findings of these surveys are, in the main, very positive and show a high satisfaction rating with the services provided.
My Department also works closely with all relevant voluntary sector organisations, a number of which receive funding on an annual basis towards the cost of providing welfare rights and information services for their targets groups.
Finally, I should mention the work of Comhairle which was established in June 2000 and which comes within the aegis of my Department. It has been formed through a merger of the former National Social Service Board and relevant functions of the former National Rehabilitation Board and provides independent information, advice and other supports to citizens, including people with disabilities. Comhairle has received additional funding each year from my Department to enable it to further develop its services and supports including the development of the integrated citizen's information database which is now in widespread use not only throughout the network of citizens information centres but also by many other organisations involved in the provision of information on social services generally. I am glad to say that Comhairle has received an additional £1 million in last week's budget to enable it to continue with its important work.
