Dáil Éireann Debate, Wednesday - 29 June 2022
123. Deputy Joan Collins asked the Minister for Social Protection if there is a process taking place in her Department that will change the appeals officer job specification in relation to appeals decisions; and if there are, if she will provide the changes. [34974/22]
Amharc ar fhreagraThe Social Welfare Appeals Office functions independently of the Minister for Social Protection and of the Department and is responsible for determining appeals against decisions in relation to social welfare entitlements.
The Office is committed to enhancing its operations to continue to deliver an efficient and effective appeals service to its customers. To support this goal a programme of process redesign and modernisation is in progress. This programme includes the development and implementation of an enhanced appeals business process and the development of a new computer system.
A customer centric, multi-channel solution, modernising and transforming the appeals process across Department and the Appeals Office is envisaged. This solution will require operational, legislative, and procedural changes and will also reflect the recent recommendations of the Comptroller and Auditor General.
Information on the project is communicated regularly to all relevant staff in the Office and the Department and the management of both are committed to supporting staff in dealing with the necessary changes. Communication with the relevant unions is ongoing and any concerns will also be discussed in that forum.
This change process will ultimately provide a more efficient and streamlined service for people accessing the appeals service.
I trust that this clarifies the matter for the Deputy.
