Joan Burton (Dublin West, Labour)
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My Department serves a wide and diverse group of customers including families, people in employment, unemployed people, people with disabilities, carers, older people and employers. The Department administers over 70 separate schemes and services which impact on the lives of almost every person in the State. The full range of online services which are currently available to customers is available on the ‘Online Services and Forms’ tab on my Department’s website .

My Department is focused on modernising its service delivery platform and developing systems to support new functions, and is committed to delivering on the objectives of the Public Sector ICT Strategy including the strategic objective of digitisation of key transactional services, increased use of ICT to deliver improved efficiency, and the provision of new digital services to citizens, businesses and public servants.

System development projects are in the main carried out as part of business process improvement projects and this includes identifying elements suitable for online services and eGovernment solutions. Many of the Department’s short term schemes such as supplementary welfare allowance may require the Department to engage directly with the customer face-to-face. Similarly, in schemes such as jobseekers allowance and illness benefit, certification requirements can involve more complexity and engagement with 3rd party entities. It is also very often the case that implementing data sharing and data exchange mechanisms with other government departments and offices can provide significant benefits in this regard and this is reflected in the Department’s strategy.

In 2014, the Department carried out an assessment of key transactional services and a programme of work commenced to develop new solutions for jobseekers. This programme includes the development of online services, an online identity and access management service and integration with Departmental IT systems. These new online services will be made available in phased releases beginning in 2015 and will initially include an online appointment service for public service card registration, online jobseeker application and close my claim service, and a facility to make appointments with case officers and deciding officers.

The statutory bodies operating under the aegis of the Department of Social Protection are the Citizens Information Board, the Pensions Authority, the Pensions Council, the Pensions Ombudsman and the Social Welfare Tribunal. The Citizens Information Board does not process applications from members of the public. While the Pensions Authority does not have any paper based application processes used by members of the public it does have reporting and application processes for the regulated entities which have moved online over the last number of years significantly reducing the quantity of paper submissions being processed by the Authority on an annual basis. The Social Welfare Tribunal does not have an on-line application process.

Customer service is at the centre of my Department’s strategies and business. My Department will continue to develop and extend the range of online services in line with the service delivery modernisation programme. However, my Department must always remain cognisant of the diverse range of profiles of our customers and provide application channels that are both appropriate and efficient and at the same time providing value for money.