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Social Welfare Offices

Dáil Éireann Debate, Wednesday - 16 October 2019

Wednesday, 16 October 2019

Ceisteanna (253, 254, 255)

John Brady

Ceist:

253. Deputy John Brady asked the Minister for Employment Affairs and Social Protection when the decision was made to roll out the front office back office model; if consultations took place ahead of the roll-out; the reason for the move; the amount of savings that will be made from this model change; and if she will make a statement on the matter. [42485/19]

Amharc ar fhreagra

John Brady

Ceist:

254. Deputy John Brady asked the Minister for Employment Affairs and Social Protection if the roll-out of the front office back office model will lead to a reduction in staff; if so, the number; and if she will make a statement on the matter. [42486/19]

Amharc ar fhreagra

John Brady

Ceist:

255. Deputy John Brady asked the Minister for Employment Affairs and Social Protection the way in which the roll out of the front office back office model will occur; the timeframe in place for same; and if she will make a statement on the matter. [42487/19]

Amharc ar fhreagra

Freagraí scríofa

I propose to take Questions Nos. 253 to 255, inclusive, together.

A new operating model which seeks to make best use of resources by balancing workloads across the Intreo network is currently being introduced. The new model utilises recent ICT developments implemented in Intreo Centres – collectively known as the digital claim - which have removed the location constraints of the previous paper based system and deliver the capability to distribute work to available resources across the Intreo network regardless of location. This enables the separation of Front Office customer facing functions and Back Office processing of claims and decision making which can now be undertaken via a back office that can utilise resources from across the country.

The new operating model was successfully piloted in late 2017 and early 2018 and the model has been approved for national implementation. It has now been implemented across the Department's Branch Office network and in eight Intreo Centres with rollout across the remainder of the Intreo network planned to complete in mid 2020. 

There has been full and ongoing consultation with staff and unions in the development, piloting and implementation of the new model. It is not envisaged that the introduction of the model will lead to a reduction in overall staffing numbers in my Department.

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