My Department is committed to providing an efficient and speedy service to all its customers by ensuring that claims for its various schemes are processed and decided as expeditiously as possible having regard to the eligibility conditions which apply. My Department processes a large volume of claims and bearing in mind that each individual case has to be examined on its merits
I am satisfied that, in the generality of cases, there is no undue delay on the part of my Department in processing such cases. The time taken to process individual claims varies significantly having regard to the difficulty in establishing the circumstances in each case. People claiming unemployment payments must provide evidence of identification and address and satisfy conditions that they are available for and genuinely seeking work.
Failure to provide this information on time can result in a delay in processing a claim. In the case of unemployment assistance, it is necessary to carry out an assessment of the customer's means and this can involve a home visit. Investigations may also have to be carried out in the case of unemployment benefit where details of social insurance contributions have not been submitted by the employer.
When a customer makes a claim, he or she is given as much information as possible regarding the processing of their claim. He or she is advised of additional documentation, if any, he or she needs to supply and whether further investigations are necessary to enable a decision to be made on his or her claim.
Claim processing performance is monitored on an ongoing basis and staff are deployed as necessary to meet the requirements of fluctuating volumes of work. In addition, my Department has developed a system of performance standards to ensure that all claims are processed without undue or unnecessary delay and that the customer receives his or her payment at the earliest possible date. These standards are monitored on an ongoing basis. My staff examine processes on an ongoing basis to insure that all claim decisions are made as speedily as possible. A customer who is awaiting a decision on any social welfare claim and who is unable to meet his or her needs and those of his or her dependants may apply for supplementary welfare to the local community welfare officer.