My Department is committed to delivering the best possible service to its customers. All scheme areas are subject to continuous business process improvement supported by modern technology, the potential of which is continuously harnessed and applied to maximum effect. Claims are processed in the most efficient and expeditious way possible, having regard to the eligibility conditions that apply to each scheme and to ensure insofar as is possible that funding is targeted at those most in need.
Processing times vary across schemes because of both the volume of applications and the differing qualification criteria. For example, means assessments are required for all of the social assistance schemes; medical examinations are required for some of the illness related schemes and customers must also satisfy the habitual residence conditions. In the case of the insurance-based schemes, it may be necessary to ascertain details of foreign insurance records.
In managing these issues the Department has also had to adapt to a large increase in the volume of claims as economic conditions deteriorated and the scope of schemes was expanded. In order to meet this challenge, the department has embarked on a major programme of process redesign and modernisation, including the deployment of new computer systems. Arrangements have also been made to augment Departmental resources and increase the staff numbers available to process claims.
For example, since May 2008, 900 staff have been assigned to my Department, mainly through the transfer and redeployment of staff from other Government departments. These staff have filled additional posts and critical vacancies in local offices, support units, scheme areas and the Department's inspectorate. In addition, the Department has recruited new medical assessors and appointed additional staff to the social welfare appeals office. The Department also makes judicious use of overtime and employs temporary staff as appropriate to address particular service issues as they arise.
In order to offer a more streamlined, efficient and integrated service to customers, the Department is also undergoing a process of intensive organisational change in establishing the new National Employment and Entitlements Service (NEES). The establishment of the NEES under the management of my Department brings together the Community Welfare Service (CWS), the Employment Services and Community Employment Programmes of FÁS, the Rural Social Scheme and Community Services Programme from the Department of Community, Equality and the Gaeltacht and the Redundancy and Insolvency Schemes from the Department of Enterprise, Trade and Innovation.
It is my intention that the NEES will integrate all employment and benefit support services in a single delivery unit. This new service will provide a coherent integrated and more personalised service to customers and will help minimise the duplication that characterised services which were provided separately in the past.