Dáil Éireann Debate, Wednesday - 11 January 2012
399 Deputy Derek Nolan asked the Minister for Social Protection the average waiting time for applications in respect of carer’s allowance; if her attention has been drawn to the delays experienced and the anxiety that this is causing; the steps she will take to remedy this matter; when she expects the situation to improve; and if she will make a statement on the matter. [41394/11]
Amharc ar fhreagraThe average time taken to award a claim for carer's allowance to end Sept 2011 was 14 weeks. The average time to award for the last quarter of 2011 is unavailable as, due to the phased introduction of a new claims processing system in the carer's allowance area, new claims are being processed on the new system while older claims are still being processed on the old system.
A total of almost 17,260 carer's allowance applications were registered in 2011 and almost 13,900 were processed in the same period. Some 7,765 applications are awaiting a decision at present. There are approximately 51,000 carer's allowance claims currently in payment.
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.
As mentioned above, a major service delivery modernisation project is underway 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. The first tranche of new carer's allowance claims began to be processed under the new system in August 2011. 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. This has had a short-term negative impact on claim processing times.
While the new systems and processes will facilitate a significant improvement in overall processing times, it should be noted that the intake of new carer's allowance applications continues to increase and that individual claims may continue to take some time to process. Entitlement to carer's allowance is based on satisfying medical, means and residency conditions. 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.
The staff and other resources available to the Department are regularly reviewed with a view to ensuring claims are processed as quickly as possible. In the meantime, if a person's means are insufficient to meet his or her needs while awaiting a decision on a claim, he or she can apply for a means tested supplementary welfare allowance payment from his or her community welfare officer.
