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Social Welfare Offices

Dáil Éireann Debate, Tuesday - 17 May 2022

Tuesday, 17 May 2022

Ceisteanna (125)

Pa Daly

Ceist:

125. Deputy Pa Daly asked the Minister for Social Protection if she will introduce a secure webchat capability for local INTREO offices to facilitate families with young children, those with disabilities and the elderly, given the difficulties they may face attending offices in person; and if she will make a statement on the matter. [24535/22]

Amharc ar fhreagra

Freagraí scríofa

Given the important and wide-ranging role my Department plays in the State, the delivery of excellent customer service is central to the Department’s mission of supporting and enabling individuals achieve their potential in Irish society.

The Customer Service Strategy 2020-2022 sets out to develop and implement key actions to deliver enhanced customer service to the Department’s customers. The Department’s customer base is broad and varied, and not all customers are prepared for, or wish to, utilise online services. In the Statement of Digital Strategy 2022-2025, the principle of ‘digital by desire’ remains one of the guiding principles of the Department’s approach to the development of digital services.

However, the Department aims to ensure that it maintains the progress made to date with moving to digital and online, particularly over the last two years when demand for such services soared. Tools such as social media, email, SMS, interactive voice response, are already part of the way we do business. Medical referee assessments moved online during Covid-19 restrictions. Further enhancements such as digital/web chat are likely elements of future development.

My Department is currently piloting a chatbot service on MyGovID. This allows customers to enter text queries and get responses to general questions related to the MyGovID identity service. My officials will continue to investigate new technology solutions and I am committed to providing customers with secure and accessible online services which meet their needs, particularly those who may face difficulties attending offices in person.

My focus and that of my Department is on empowering and encouraging customers and staff to continue to drive the digital adoption agenda, to allow customers the capacity to interact with the Department when and in a way that is convenient for them, in order to get the information, service and payments they are entitled to.

Finally all scheme areas in my Department are contactable by phone. Telephone queries relating to Intreo services are dealt with by the National Intreo Contact Centre, which is available to support customers with their queries on 0818 405060 from 8.15am to 5pm Monday to Friday. Customers can find contact details, including phone numbers and emails, for all other DSP schemes and services on my Department's www.Gov.ie site.

Question No. 126 answered with Question No. 95.
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