Dáil Éireann Debate, Thursday - 7 June 2012
79 Deputy Michael Healy-Rae asked the Minister for Social Protection the action she will take to reduce the processing time of applications for carer’s allowance; and if she will make a statement on the matter. [27568/12]
Amharc ar fhreagraThe Department is committed to delivering the best possible service to its customers. The average time taken to award a carers allowance application is 28 weeks at present, however individual cases may vary. Some will be processed more quickly, others will take longer. In particular, where a customer requests a review of an initial decision to refuse an application, this will take additional time.
In determining entitlement to the allowance, in certain cases unavoidable time lags are involved in making the necessary investigations and inquiries to enable accurate decisions to be made. Delays can also arise if those applying for the allowance are not in a position to supply all the necessary information in support of their claim at original claim stage.
A major service delivery modernisation project is underway to address the large increase in the claim-load and to improve the efficiency of administration of the carer's allowance scheme. This involves the development of information technology functions and associated business process re-organisation. It is anticipated that the new system will introduce significant processing efficiencies and a quicker and more responsive service to the customer. Accordingly, the project is being given high priority and involves a significant level of time and commitment from the relevant staff in the Department. In addition to the deployment of new systems, the Department is allocating additional resources in the form of overtime working and temporary staff to help reduce backlogs that have built up. However, it is expected to be a number of months before the backlog is reduced to an acceptable level. The staff and other resources available to the Department are regularly reviewed with a view to ensuring claims are processed as quickly as possible. I acknowledge that the time taken to process carer's allowance claims is not satisfactory but I am satisfied that the Department is taking appropriate steps to resolve the situation. In the meantime, if a person's means are insufficient to meet their needs while awaiting a decision on an application, he/she may apply for a means-tested supplementary welfare allowance payment.
