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CONTENTS
Foreword from the Minister 03
Introduction from the Secretary-General 04
Chapter 1: The Department 05
Chapter 2: 2004 – A Year in Review 11
Chapter 3: Goal 1 – Income Support 17
Chapter 4: Goal 2 – Support to Work 31
Chapter 5: Goal 3 – Families 37
Chapter 6: Goal 4 – Poverty and Social Exclusion 41
Chapter 7: Goal 5 – e-Government agenda 49
Chapter 8: Goal 6 – the Department and its Staff 53
Appendix 1: Status Report on 2004 Organisational Targets 70
Appendix 2: Summary of DSFA Budget Package, 2005 71
Appendix 3: Expenditure on social welfare by payment type, 2003 and 2004 76
Appendix 4: Legislation enacted in 2004 78
Appendix 5: Performance against Customer Charter standards (May – December 2004) 86
Appendix 6: Ministers in charge of the Department since 1947 89
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I am very pleased to introduce this 2004 Annual Report of the Department.
The Department is central to the social and economic life of this country.Through its range of schemes – from Maternity and Child Benefit, across itsSocial and Family Services, to Old Age Pensions – it touches on the life ofpractically every person in the state at some time or another.
This Government is proud of our investment in social provision. In 2004,spending on social welfare reached €11.29 billion – the highest ever – oralmost 29% of all Government expenditure. Each week, the Departmentmade payments to around 960,000 persons while a further 540,000families received Child Benefit each month.
Since becoming Minister for Social and Family Affairs in September 2004 I have become more directlyaware of the vital role of the Department in the life of the nation. Enormous progress has been made inthe development of the social welfare system, and the progress made during 2004 is outlined in thisreport. There is much work still to do and my priority, as Minister, is to look behind the payments andservices which the Department provides and seek to address the key challenges facing the countrywhether in the areas of pensions, long-term care, provision of opportunities for employment, educationand further development for recipients of those payments, tackling child poverty and so on. I amconfident that we will be able to make sufficient progress in these key areas in the period ahead.
Seamus Brennan, TDMinister for Social and Family Affairs
FOREWORD FROM THE MINISTER
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This is the second report on the Department’s Statement of Strategy2003-2005 "Promoting a Caring Society" . It outlines the progress wemade during 2004 on delivering on our commitments under the strategy.
The Department was responsible for expenditure of some €11.3 billion in2004. Our main priority is the continued delivery of social welfarepayments in an efficient and effective way and the implementation ofchanges in services as required. The quality of the service provided by theDepartment’s staff in challenging circumstances during 2004 was of aconsistently high standard. In addition a number of significantimprovements were made in service delivery during the year.
The Department also has a major input into policy making both in relation to social welfare schemesand more generally in the context of the social policy and social inclusion agendas and a number ofimportant developments in this regard are outlined in the report.
Investment in new technology and support for the e-Government agenda is a major aspect of theDepartment’s work and we have made good progress in the development of our IT systems andcontributed in a significant way to the wider e-Government agenda, as outlined in the report.
The programme of decentralisation announced by the Government in December 2003 has majorimplications for the Department with 1,300 posts to be decentralised to Drogheda, Carrickmacross,Carrick-on-Shannon, Sligo, Donegal and Buncrana. Planning and implementation of this programme hasbeen and will continue to be a priority.
Ensuring that governance and risk management arrangements are adequate for business continuityand implementation of the major changes facing the Department is another important priority and anumber of measures were put in place in 2004 to strengthen the Department’s risk management andcontrol systems.
We are conscious of our role as a public service organisation, of the particular importance of theservices we provide and of the need for those services to be provided to the highest standard. It is tothe credit of the staff of the Department that, despite the challenges we faced and the increaseddemands on our services, we were able to maintain and, in a number of respects, improve our overallservice during 2004.
John HynesSecretary-General
INTRODUCTION FROM THESECRETARY-GENERAL
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CHAPTER 01
THE DEPARTMENT
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THE DEPARTMENT OF SOCIALAND FAMILY AFFAIRS
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> The main functions of theDepartment are:
- to formulate appropriate social protectionpolicies;
- to administer and manage the delivery ofstatutory and non-statutory social andfamily schemes and services; and
- to work with other Departments andagencies in the delivery of Governmentpriorities.
The main business of the Department continuesto be the provision of income support, includinginsurance (PRSI) based payments, social assistance(means tested) payments, associated secondarybenefits and Child Benefit. Increasingly, theDepartment’s emphasis is also on meeting thediverse needs of our different customer groups bynot only developing a range of services that giveour customers financial security in a prompt andefficient way but also encouraging them tomaximise their participation in society, atwhatever level their skills and abilities permit.This requires collaboration with otherGovernment Departments and Agencies and thevoluntary and community sector.
> Organisation of the Department
The Department employs 4,734 people (4,289 full-time equivalent posts) and is structured onAireacht/Executive lines.
The Aireacht provides a range of corporateservices comprising Personnel (including theEmployee Assistance Service), Corporate and StaffDevelopment Units, Finance, FacilitiesManagement and Internal Audit. It also includesthe policy area – the Planning Division – which isresponsible for the formulation of socialprotection and other social support policies, the
preparation of legislation and for the provision ofpolicy support and advice to the Minister.
Social Welfare Services (SWS) is the executive armof the Department and is responsible for theadministration and management of social welfareschemes and services through a network of local,regional and other offices. Our main offices arelocated in Dublin, Dundalk, Letterkenny, Longford,Sligo and Waterford.
Regional Structure: The local delivery of someservices is structured on a 10-region basis withoffices in Cork, Dundalk, Galway, Limerick,Longford, Sligo, Waterford and three in the Dublinarea. Within these regions there is a network of58 Social Welfare Local Offices (SWLOs) and 68Branch Offices (SWBOs).
Social Welfare Appeals Office is the independentOffice responsible for determining appealsagainst decisions on social welfare entitlements.
The Reach agency (www.reachservices.ie), whichreports to the Department, has as its aims toradically improve the quality of service topersonal and business customers of Governmentand to develop and deploy the Public ServicesBroker (PSB) to help agencies achieve thatimprovement. In particular Reach is to developand implement an integrated set of processes,systems and procedures to provide a standardmeans of access to public services, to be known asthe Public Services Broker.
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JOHN HYNESSecretary General
BERNADETTE LACEYDirector General
TOM MULHERINAssistant Secretary
ALICE O’FLYNNAssistant Secretary
BRIAN O RAGHALLAIGHAssistant Director General
VERA DERVANDirector
GERRY MANGANDirector
GERRY DALYAssistant Director General
NIALL BARRYDirector
EOIN O’BROINDirector
OLIVER RYANDirector – REACH
BRIAN FLYNNDirector
MAUREEN WALDRONDirector
MANAGEMENT ADVISORY
COMMITTEE
> Statutory Agencies
There are five offices which come under the aegisof the Department:- Comhairle which has responsibility for
supporting the provision of independentinformation, advice and advocacy servicesfor all citizens throughout the country.OASIS (On-line Access to Services,Information and Support), is a publicservice information system provided overthe Internet by Comhairle(www.comhairle.ie);
- Combat Poverty Agency (CPA) which hasresponsibilities in the areas of advice to theMinister, research, action programmes andinformation in relation to poverty in Ireland(www.cpa.ie);
- Family Support Agency (FSA) which isresponsible for the provision of a familymediation service, the support, promotionand development of marriage andrelationship counselling and other familysupports, and the Family and CommunityServices Resource programme. TheAgency’s responsibilities also includeundertaking research, providing anddisseminating information about parentingand family issues, and providing advice tothe Minister on matters relating to families(www.welfare.ie);
- The Office of the Pensions Ombudsman,which investigates complaints of injusticedue to maladministration, disputes of factor law, in occupational pension schemes.The Pensions Ombudsman is a statutoryofficer and exercises his functionsindependently. He reports to the Houses ofthe Oireachtas(www.pensionsombudsman.ie); and
- The Pensions Board which is responsible foroverseeing the implementation of thePensions Act which concerns the securityand development of occupational pensions,and for the development of occupationalpensions (www.pensionsboard.ie).
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> Finance
In 2004, total expenditure by the Departmentamounted to over €11.29 billion. The charts belowillustrate the sources of finance in 2004 and theprogramme areas where this money was spent.
For a full breakdown on expenditure, please turnto Appendix 3 (page 77).
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EXPENDITURE ON SOCIAL WELFARE BY PROGRAMME 2004
Administration - 3.9%
Old Age - 24.2%
Widows, Widowers & One Parent Families - 16.2%
Child Related Payments - 16.9%
Illness, Disability & Caring - 16.2%
Miscellaneous Payments & Grants - 5.8%
Unemployment Supports - 9.5%
Employment Supports - 2.1%
Supplementary Welfare Allowance - 5.3%
NUMBER OF RECIPIENTS OF WEEKLY SOCIAL WELFAREPAYMENTS BY PROGRAMME AREA, 2004
Old Age - 31.7%
Widows, Widowers & One Parent Families - 22.2%
Child Related Payments - 1.3%
Illness, Disability & Caring - 23.7%
Unemployment Supports - 13.7%
Employment Supports - 4.2%
Supplementary Welfare Allowance - 3.1%
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FINANCING OF SOCIAL WELFARE EXPENDITURE 2004
State - 53.3%
Social Insurance Fund - 46.7
FINANCING OF THE SOCIAL INSURANCE FUND 2004
Investment Income and Other Recipts - 0.6%
Employer PRSI - 70.8%
Employee PRSI - 22.3%
Self-Employed PRSI - 6.3%
CHAPTER 02
2004 - A YEAR IN REVIEW
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2004 - A YEAR IN REVIEW
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2004 was a busy and eventful year for theDepartment. As always, the nature of ourbusiness means that change is a constant featureas the social welfare system has to be responsiveto other changes happening in society and beflexible enough to deal with such change.
The Department’s policies in 2004 were shaped bythe Programme for Government launched in 2002and reviewed in 2004, the Social PartnershipAgreement ‘Sustaining Progress’ which wasreviewed, mid-term, in 2004, and in the NationalAction Plan to combat poverty and social inclusion.
> EU Presidency
A particular highlight of theyear was the sixth IrishPresidency of the EuropeanUnion which began on 1January 2004.
During the Presidency, the focus for theDepartment was to advance the EU social policyagenda generally and, in particular, to makeprogress in realising the ten-year goals set by theLisbon European Council in 2000.
One of the goals of the Lisbon Agenda is toachieve greater social cohesion. Based on ananalysis of the second round National ActionPlans on Social Inclusion (2003-2005), a report onEmployment, Social Protection/Inclusion andGender Equality was adopted by the Council ofMinisters in March and reflected in a KeyMessages Paper to the Spring European Council.
The four key social protection/inclusion messagesrelate to:
- strengthening social inclusion;- making work pay (which was the subject of
a special Ministerial meeting in January);
- ensuring that pension systems supportlonger working lives; and
- ensuring accessibility, sustainability andquality of health care and long-term carefor the elderly.
One of the priorities of the Irish Presidency was tosecure agreement with the European Parliamenton the reform and simplification of Regulation1408/71 which coordinates the social securityrights of migrant workers, and members of theirfamilies, when they move within the Union.Following acceptance by the European Parliamentand the Council the new Regulation was adoptedon 29 April 2004. In addition, the Minister hosteda special conference in Budapest on 7 and 8 May,in co-operation with the Hungarian Governmentand the Commission, which addressed both thefuture implications of the new simplifiedRegulation for all 25 States and the particularimmediate challenges facing new Member Statesin implementing the existing Regulation.
The issue of migration was also a priority for theDepartment during the Irish Presidency. On 1 and2 April we hosted a conference in Bundoran onthe theme of "Reconciling Mobility and SocialInclusion". The main focus of the conference wason the role of social and employment policies inachieving social inclusion for people movingwithin the EU and it concluded that clear andcomprehensive strategies are required at nationallevel to promote employment and social inclusionof immigrants. Further details regarding thisconference, including conference papers andconclusions, are available on the OSI website –www.socialinclusion.ie (in the publicationssection), or directly from the Office for SocialInclusion, Department of Social and Family Affairs,Áras Mhic Dhiarmada, Store Street, Dublin 1.Tel: +353 1 7043851.
In the area of Family Policy and to mark the 10thanniversary of the UN International Year of the
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Family, the Irish Presidency hosted, with thesupport of the EU Commission, a majorinternational conference on the theme "Families,Change and Social Policy in Europe" (Dublin, 12-13May). The conference confirmed the high valueplaced on families throughout Europe. Familiesremain among the top sources of individual wellbeing and social cohesion, and as such are a majorsource of social capital.
However, new pressures placed on families includethe fact that the employment of both parents isbecoming the norm and these new arrangementsare leading to difficulties from the competingdemands of work and family. Families at risk ofsocial exclusion throughout Europe include thoseheaded by lone parents, large families, joblesshouseholds and older people living alone. Waysdiscussed for meeting the challenges faced includemore family friendly practices, the development ofthe right mix of income support and other familyservices and the provision of special targetedmeasures to assist more vulnerable families.The conference papers are available atwww.welfare.ie/topics/eu_pres04/fam_conf/
The Irish Presidency also progressed an initiativetaken by previous Presidencies by hosting a thirdmeeting of people experiencing poverty inBrussels at the end of May. One of the keymessages to emerge was that effectiveparticipation by people experiencing poverty istaking place and is being developed across allMember States to help make a decisive impact onthe eradication of poverty and achieve greatersocial cohesion. Conference papers andconclusions are available atwww.socialinclusion.ie (in the publicationssection), or directly from the Office for SocialInclusion, Department of Social and Family Affairs,Áras Mhic Dhiarmada, Store Street, Dublin 1.Tel: +353 1 7043851.
> Programme for Government
Specific commitments were given for achievingtarget rates in the Programme for Government forthe lowest social welfare payments, setting theappropriate equivalence level of child incomesupport and achieving a basic State pension rate
of at least €200 per week. The total funding forsocial welfare, at over €11.29 billion in 2004, wasthe largest ever committed. (Details of the socialwelfare budget package are contained in Chapter3 and Appendix 3).
> Activation measures includingEmployment Supports
Unemployment levels have reduced from over 12%in 1995 to less than 5% at present. The labourforce is projected to grow from 1.98 million in2004 to between 2.27 and 2.37 million by 2016. Itis anticipated that, over the medium term, thecurrent buoyancy in the labour market willcontinue.
The Department’s customers include largenumbers of people of working age. We arecommitted to delivering income support schemesto all customers who qualify, in an efficient andcustomer-friendly way. In addition, helpingwelfare customers to get back into employment,education or training, where appropriate, is a keyrole of the Department with programmes such asthe Family Income Supplement (FIS), Back to WorkAllowance (BTWA) and the Back to EducationAllowance (BTEA) being examples of specificsupports to people to access or remain in work.Developments with these schemes are covered inthis report (Chapter 4).
> Families and family supportservices
Ireland has seen huge social change over the pastdecade and significant changes have taken placein family formation and family structures. Overallthere has been a shift towards a greater diversityof family types, a growing incidence of latermarriage, cohabitation, marital and familybreakdown and lone parenthood. There is also agreater and growing number of one-personhouseholds. The increase in diverse family formsin Irish society raises issues in relation to thecurrent structure of social welfare payments.
The Government has begun a strategic processunder which issues affecting families would be
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addressed in an integrated way across the rangeof Departments and agencies. These include apublic consultation process by way of five regionalfora which gave rise to the publication of"Families and Family Life in Ireland: Challenges forthe Future" in 2004 (available on-line athttp://iyf2004.welfare.ie/Family_Life_FINAL.pdf ).This report, in conjunction with the report of theIrish EU Presidency Conference (see above) willinform the Interdepartmental Committee whichwas established during 2004 (the 10thanniversary of the UN International Year of theFamily) to oversee the development of a strategicapproach to strengthening families (Chapter 5).
> Social Inclusion Measures
Good progress has been recorded against many ofthe targets in the Irish National Action Plan againstPoverty and Social Exclusions – see Chapter 6 forfurther details. The first annual report of the Officefor Social Inclusion (OSI) contains a wide range ofactivities and strategies indicating the range andbreadth of programmes aimed at tackling socialexclusion. Some examples include:
- The launch in September 2004 of theNational Disability Strategy;
- The extension nation-wide of the FÁS HighSupport Process for jobseekers sufferingpersonal barriers to employment;
- Additional funding for childcare under theEqual Opportunities Childcare Programme;and
- The establishment of the first NationalCouncil for Special Education.
> New Technology and e-Government
The Department invests significantly inprogrammes to maintain and modernise existingservice delivery systems. This involves, inparticular, continuing investment in technologyand new systems to provide services moreeffectively and efficiently. The Department’sprogramme of service delivery modernisation isbeing implemented – details in Chapter 7 – withvery good progress being made over the differentelements of the programme.
A notable development was the enactment of theCivil Registration Act in February 2004 andcompletion of the rollout of the Civil RegistrationModernisation Programme. The integration ofbirth registration and Child Benefit claimprocessing was progressively extended asregistration offices went live resulting in ChildBenefit for nearly 32,000 children beingautomatically processed and average processingtime from birth registration to payment of ChildBenefit reduced from 10 weeks to a few days.
> Meeting Customer Needs
The bulk of the Department’s activity is in thedelivery of direct service to the public. Thisinvolves a considerable level of interactionbetween Department staff and the public,whether in person, by phone etc., and with theirrepresentatives. We are committed to meetingthe needs of an increasing and diverse customerbase and our new Customer Action Plan 2004-2007 and our first Customer Charter demonstrateour strong commitment to customer service(Chapter 8).
Keeping in touch with our customers informs ourservice delivery approach. We do this in a varietyof ways – sample surveys by independent marketconsultants, customer panels, a formal Commentsand Complaints system and touchscreen surveysat our local and branch offices. The most recentof these (October 2004) indicates that there isgenerally a high level of satisfaction – forexample:
- 92% were satisfied with the servicereceived;
- 74% found it easy to complete our forms;- 80% were satisfied that their claim was
dealt with quickly;- 83% were satisfied with the level of privacy
given to them; and- 81% were aware of our information
booklets and leaflets.
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> Social Partnership and the CivilService ModernisationProgramme
The national Social Partnership Agreement"Sustaining Progress" was reviewed in June 2004and extended until June 2006. Pay in the publicservice is being determined by a benchmarkingexercise which relates pay increases tocommitments to change and to productivitydividends by the civil service which are verified byan independent performance verification groupfor the sector.
The Department is heavily engaged in a changeand modernisation programme which is linked to‘Sustaining Progress’. The two key business driversfor the Department are a strong customer focusand an emphasis on cost effective delivery ofservices. Our Modernisation Action Plan wasagreed through our workplace partnership andreports on the progress achieved in meeting thecommitments in the Plans are regularlysubmitted to the Civil Service PerformanceVerification Group. The Plan is a very detaileddocument containing over 90 commitmentsranging from process improvements to ICTinitiatives. Priority areas identified in ourmodernisation programme include:
- Maximising the benefits of new technologyand e-Government to deliver consequentefficiencies and flexibilities – this includesimplementation of the Department’sService Delivery Modernisation (SDM)programme and associated projects (e.g.the civil registration modernisationprogramme, the Public Service Broker andthe development of public service identitymanagement). There has already beensubstantial progress in each of these areas;
- Continuing the programme of processimprovements – for example, deliveringservices at local level to one-parent familiesto provide better service to the customer,stronger control and facilitating access toan increasing range of supports inparticular activation measures to re-enterthe labour market;
- Ongoing improvements in external andinternal customer service;
- Maintaining business continuity in thecontext of, in particular, preparations fordecentralisation;
- A range of initiatives in the HumanResources area including continued,effective implementation of thePerformance Management andDevelopment System (PMDS); and
- Financial Management, ProgrammeEvaluation and Regulatory Reform.
The revised Modernisation Action Plan, whichreflects these priorities, contains a range ofinitiatives to improve our organisational capacityin support of top quality service delivery in allaspects of the Department’s activities. Very goodprogress and significant levels of success wereachieved in implementing our change programmeduring the year, details of which are reflectedthroughout this Annual Report.
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CHAPTER 03
GOAL 1: INCOME SUPPORT
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GOAL 1: INCOME SUPPORTPromoting the development of adequate, secure and sustainable income supportand related services and delivering appropriate services to the highest standards,in co-operation with other relevant agencies, and responsive to people’s changingneeds and entitlements, taking account of our responsibilities to contributors andtax-payers.
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> Introductory Statement
The Department has set out in its Statement ofStrategy 2003-2005 a number of high level goalscovering the main areas of its work. This Reportincludes an account of the Department’s progressin 2004 towards the delivery of these goals.
The developments during 2004 in pursuit of thisGoal are set out under the relevant objectives, asfollows:
> OBJECTIVE 1To meet effectively the income support andassociated needs of defined customer groups.
> Review of Schemes
The Department reviews schemes and services onan ongoing basis and these reviews help toinform the decision-making process arising in thecontext of annual Estimates or Budgets. In 2004,the measures introduced in the context ofEstimates 2004 were reviewed and a number ofalleviating initiatives were announced in Budget2005 which included:
- a reduction to 12 months in the qualifyingperiod for Back to Education Allowance(third level) and an increase of €146, to€400, in the Cost of Education Allowance.
- the introduction of transitional payments;of a duration of six months for one-parentfamily payments;
- an increase of €50 per week, to €350 perweek in the spouse’s income threshold forentitlement to half-rate child dependantallowances;
- changes in the conditions forSupplementary Welfare Allowance (SWA)rent supplement payments;
- The provision of an additional €2.3millionin 2005 to fund Crèche Supplements andthe support of community crèches;
- Special additional funding for the MoneyAdvise and Budgeting Service (MABS)equivalent to the funding previouslyprovided for MABS Supplements; and
- Discontinuance of additional half ratebenefits for recipients of lone parents andrelated payments.
These measures generally, come into effect in2005. In addition, entitlement to additional halfrate benefits for recipients of lone parents andrelated payments was restored with fullretrospection in the course of 2004.
> Increases in Weekly Rates ofPayment
The 2005 Budget was announced in December2004 and made provision for significantimprovements in weekly rates of payment. Theseincreases were provided for in the Social WelfareAct, 2004, to come into effect from the beginningof January 2005.
The principal improvements were:
Personal Rates of Payment- An increase of €12 per week for all
pensioners aged 66 and over. This increasebrought the level of Old Age Contributoryand Retirement Pensions from €167.30 to€179.30 per week.
- A special increase of €14 per week in thepersonal rate payable to all other recipientsof social welfare payments. This broughtthe level of the lowest rate of payment to€148.80 per week, an increase of 10.4%.
- The minimum rates of Maternity andAdoptive Benefits also increased by €14 per
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week. In addition, the basis for calculationof higher rates of these benefits wasincreased from 70% of reckonable weeklyearnings to 75% resulting in an increase of€16.60 per week in the maximum rates.
Qualified Adult Rates of Payment- The weekly rates of Qualified Adult
payments increased by amounts rangingfrom €7.90 to €10 per week.
Support for Children- In 2004, child income support continued to
be focused in ways to avoid contributing towork disincentives and poverty traps. TheGovernment continued its programme ofmulti annual increases in Child Benefitduring 2004. Child Benefit was increased by€6 per month and €8 per month in thelower and higher rates, respectively, witheffect from April 2004. Further increases of€10 and €12 in the lower and higher rates,respectively, were announced in Budget2005, to come into effect in April 2005. Theseincreases bring the Child Benefit rate to€141.60 per month for each of the first twochildren and €177.30 per month in respect ofthe third and subsequent children.
- In January 2004, the Family IncomeSupplement (FIS) income thresholds wereincreased by €28 per week. Budget 2005provided for a further increase of €39 perweek from January 2005. The latestincreases in the FIS thresholds are thehighest ever and result in an averageincrease of €23.40 per week to thepayments of almost all FIS recipients fromJanuary 2005.
- Additional funding of €1 million was alsoprovided in 2004 for the School Mealsschemes.
Carers- The weekly income disregard on the Carer’s
Allowance means test increased by €40 to€250 for a single carer and by €80 to €500for a married carer, with effect from April2004. It was announced in Budget 2005that these disregards were to be furtherincreased to €270 and €540 respectively
with effect from April 2005 thereby makingsignificant further progress towardsachieving the Government commitment toincrease the level of the disregard forcouples up to the average industrial wage.
- The annual Respite Care Grant which is paidwith both Carer’s Allowance and Carer’sBenefit increased by €100 to €835 andcarers caring for more then one personreceived a double Respite Care Grant of€1,670, with effect from June 2003. Afurther increase of €165 in the Grant wasannounced in Budget 2005 to come intoeffect in 2005. In addition, it was alsoannounced that the Respite Care Grantwould henceforth be paid in respect of eachcare recipient, as distinct from a maximumof two which had previously applied.
- In Budget 2005, it was also announced thata Respite Care Grant would be payable toall persons providing full time care andattention, subject to certain employmentrelated conditions. This change, coming intoeffect in June 2005, will mean thatentitlement to a Respite Care Grant is nolonger dependent on also being in receiptof Carer’s Allowance/Benefit or DomiciliaryCare Allowance (payable by the HealthService Executive).
- The income threshold for people in receipt ofCarer’s Benefit who wish to engage in limitedemployment or self-employment wasincreased from €250 per week, to €270, witheffect from April 2005. It was also announcedthat, with effect from the same time, thecondition that a recipient of Carer’s Benefitmust have been in employment in the threemonths prior to the commencement of fulltime caring is abolished.
Assessment of Capital- The present arrangements for the
assessment of means for social assistancepurposes takes into account any cashincome the person may have, together withthe value of capital and property. An initialamount of capital is disregarded and thebalance is assessed by reference to aformula. It was announced in Budget 2005,
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that the initial disregard is to be increasedwith effect from June 2005 from €12,697.38to €20,000, an increase of just over €7,300.
- This measure is designed to ensure that thesocial welfare means testing arrangementsdo not act as a disincentive to claimants tobecome savers or to harshly penalise thosewho have been regular savers in the past.
- The enhanced disregard applies to allcapital regardless of where it is held, be itin an SSIA, a Credit Union, with An Post orany other account with a bank or otherfinancial institution.
- The new arrangements will mean that asingle non-contributory pensioner can havesavings of up to €28,000 and still qualifyfor a pension at the maximum rate. Thisfigure is doubled in the case of a pensionercouple.
Unemployment Assistance – Benefit and PrivilegeAssessment- For Unemployment Assistance purposes,
the value of the benefit and privilegederived from residing in the parental homehas been assessable for means testingpurposes. In 2003, the assessment of suchbenefit and privilege was abolished for allpersons aged 29 and over. This was furtherreduced to 27 years of age in 2004 and willbe further reduced to 26 years in 2005.
People with Disabilities- It was announced in Budget 2005, that
entitlement to a personal expenses rate ofDisability Allowance of €35 per week wouldbe extended to certain persons inresidential institutions who heretofore hadnot been entitled to a payment. Thismeasure comes into effect in June 2005.
- It was also announced that entitlement toa Smokeless Fuel Allowance was to beextended to those in receipt ofOccupational Injury Benefit for more than13 weeks, thereby bringing thesearrangements in line with those alreadyapplying to Disability Benefit.
- €1 million was allocated to Comhairle tobegin preparatory work towards the setting
up of a personal advocacy service forpersons with disabilities.
After Death Payments- Budget 2004 addressed the remaining
anomalies in the after death paymentsscheme whereby the spouse or partner ofthe deceased person is in a worse financialsituation for the six weeks after the deathof the pensioner.
Household Benefits Package - Free Lifetime Television Licence: From 1
August 2004 a customer who newlyqualified for the Household BenefitsPackage received an award notificationfrom the Department incorporating theirfree lifetime Television Licence. Customersalready in receipt of a free licence at thattime are issued with a lifetime licence asthese licences fall due for renewal. ByAugust 2005 all customers should be inreceipt of their lifetime licence. Theyremain entitled to this licence while theystill have an entitlement to the HouseholdBenefits Package.
- Telephone Allowance: From July 2004 thedepartment was able to facilitatecustomers who wanted their TelephoneAllowance (on a fixed land line) appliedwith a service provider other than Eircom.
- Free Travel and Luas: From the opening ofthe first Luas line (Sandyford to Stephen'sGreen) on 22 June 2004 all Free Travel passholders can avail of free travel. This alsoapplies on the second line (Tallaght toConnolly Station) which opened on 28September 2004.
Rural Transport- The Department again contributed
€500,000 towards the 34 pilots in theRural Transport Initiative (RTI). This ensuresthat Free Travel pass holders can travel freeof charge on these pilots and enablespersons who had never been able to usetheir Free Travel Pass because of lack oftransport, to do so.
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> OBJECTIVE 2To continually improve and update our system ofservice delivery.
> The Official Languages Act 2003
The Official Languages Act 2003 came into effectand the Department is taking necessary steps toimprove service provision through Irish. This wasevidenced by the provision of specialised trainingin the Irish language for front-line staff. The rangeof forms and information leaflets available in Irishon the Internet increased during the year. TheDepartment’s scheme, detailing the serviceswhich will be provided in Irish, bilingually and inEnglish, as required under the Act, is beingprepared and will be finalised in 2005.
Approximately 65% of all social welfareinformation leaflets and application forms hadbeen translated into Irish at the end of 2004.
> Data Quality Management
In line with the Departments ongoingcommitment to obtain, retain and maintain highquality customer data Client Identity Servicesundertook an audit of the quality of the identitydata on the Central Records System (CRS). Thisaudit facilitated the targeting of necessary dataquality improvement and management taskswhich, once completed, will improve customerservice through the availability of accurate dataand allow for the progression of strategicDepartmental projects such as the ServiceDelivery Modernisation (SDM) and thedevelopment of Public Service Identity (PSI)services which are dependent on this data.
> Payment Services
The Department issued in excess of 58 millionpayment transactions in 2004. Over 39 millionpayments were issued via An Post, a further 7million by cheque and 12 million by EFT intocustomers’ accounts. Discussions took place withthe Department’s payments service providers todiscuss payment related issues including service
delivery and future developments in the paymentinfrastructure. A strategic study of theDepartment’s future payment optionscommenced.
> Garda Signing
Garda involvement in certification ofunemployment ceased in November 2004. Thiswas replaced by the introduction of a revisedsigning arrangement which saw the boundary forthe designation of postal customers extendedfrom 6 miles to 10 miles. These customers arenow required to attend their local or branch officefor signing purposes once every four weeks.
Customers living beyond 10 miles are required toself-certify every month and attend at their localoffice for certification purposes once every 12weeks. Special arrangements were alsointroduced for customers on off-shore islands andother remote areas. In general, these people self-certify and are not normally required to attend aLocal Office.
> Lunchtime Opening
During 2004, a lunchtime service began in 33 ofthe Department’s Local Offices. These are nowproviding a service to the public each day from9:30am to 4:00 pm. A full customer service, otherthan certification, is being provided throughlunchtime opening hours. The remaining officesdo not have the level of activity to warrant theextension of opening hours.
> OBJECTIVE 3To provide comprehensive and accurateinformation in a clear and easily accessible mannerto customers, employers, staff and externalpartners.
> Information Services Strategy
The Department’s Information Services Strategy2003-2006 has as its primary purpose theprovision of comprehensive and accurate
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information in a clear and easily accessiblemanner to customers, employers, staff andexternal partners.
> Plain English
In 2004, the Department’s "Plain English" policycontinued to be implemented and over 80 formsand leaflets were amended with the assistance ofthe National Adult Literacy Agency thus ensuringthe use of plain English in all information materialfor our customers.
> Publications in 2004
A new information booklet titled ‘What Now’ waspublished by Information Services in co-operationwith the Prison Service, Probation and WelfareService, FÁS and Comhairle to meet theinformation needs of prisoners, ex-offenders, theirfamilies, friends and the many groups whoprovide support for prisoners on their release.
A number of existing information booklets werealso revised and up-dated.
> Seminars
An Information Seminar was held in Dublin inMay 2003 for all Departmental front-lineinformation providers. It included a presentationon the information needs of immigrants.
In pursuit of the commitment to addressing theinformation needs of emigrants, InformationServices funded and participated in anInformation Seminar in London in partnershipwith the Federation of Irish Societies. The purposeof this Seminar was to up-date Advice Workers inthe Irish Centres in the UK on current SocialWelfare Legislation and entitlements. Wecontinued with our support for the Coalition ofIrish Emigrant Centres in the USA.
An information seminar was held in Killybegs inJuly 2004, in partnership with the RevenueCommissioners, to address the PRSI/Taxinformation needs of share fishermen and thePRSI/Tax liabilities of boat owners.
> Advertising
Two major publicity campaigns were conducted in2004 (a) to promote public awareness of theCarers Benefit scheme and (b) to advisecustomers approaching retirement age to applyfor their Retirement/Old Age pension on time.
> Dublin Public Office
A review of the role and functions of the twoDublin Public Offices resulted in theamalgamation of the Gandon House Public Officewith the Public Office in Oisín House, PearseStreet, ensuring a more cost effective andcomprehensive delivery of information provisionin Dublin city centre.
> Exhibitions and Presentations
Staff participated in various exhibitionsthroughout the country and made informationpresentations on a wide variety of schemes andservices to numerous groups and nationalorganisations.
> Information Grants
A total of €0.42 million was allocated to variousnational organisations and voluntary groups forinformation dissemination projects to ourcustomers and to address the information needsof emigrants and immigrants.
> Accessibility Improvements
A databank of Blind Pension customers wasdeveloped in the Pensions Services Office (Sligo)which indicated requirements for information inBraille, audio cassette, email, large print, etc.Applications for Blind Pension and the FreeSchemes are now accepted, over the telephone,from visually impaired customers who arenotified of the outcome of their applications inthe same way.
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> Freedom of Information (FOI)
In 2004, in addition to the administration of FOIin the Department and the provision of ongoingsupport and advice to staff, activities in the FOIUnit included the publication of an FOIinformation bulletin and presentations to theMedical Review and Assessment Section and LocalOffice Managers.
The Department was one of the Public Bodies onwhich the Information Commissioner reported in2004. The Commissioner concluded that the FOIAct was being operated in a fair and balancedmanner.
During 2004, a total of 558 FOI requests werereceived in the Department. This represents a 6%decrease on the number (593) of requests receivedin 2003. Of the requests received in 2004, 536(96%) were from members of the public seekingaccess to personal records, including 28 requestsfrom staff members for personnel records. Theremainder were for non-personal records. A totalof 514 (93%) requests were granted in whole or inpart.
> OBJECTIVE 4To ensure that any person who is dissatisfied withthe decision made on his/her social welfareentitlements is provided with the means to havesuch decisions reviewed.
> Decisions Advisory Office (DAO)
The DAO continued to play a pro-active role in theprovision of advice and support to DecidingOfficers in the Department, to ensure decisions inregard to applications, or reviews on continuedentitlement to Social Welfare payments, werecarried out in a consistent and high qualitymanner.
The introduction in 2004 of the HabitualResidence Condition (HRC), which is applicable to10 schemes, involved a significant body of workwith the preparation of guidelines, training andinformation dissemination. From 1 May 2004, therequirement to be habitually resident in Ireland
was introduced as a qualifying condition for arange of social assistance and child benefitschemes operated by the Department. Anyperson, regardless of nationality, who makes aclaim for these payments is subject to the newcondition. The basis for the restriction containedin the new rules is the applicant's habitualresidence. The question of a person's "habitualresidence" is decided in accordance with EuropeanCourt of Justice case law, which sets out thegrounds for assessing individual claims. Since itsintroduction some 20,700 cases have beendecided.
During 2004, training by the DAO focused on HRC,Deciding Officer training and training for LocalOffice Trainers.
Over 900 requests relating to decisions by DecidingOfficers, including the interpretation of thelegislation, were dealt with by this office. The officealso liaises with the Social Welfare Appeals Office inrelation to the outcome of social welfare appeals.
> Social Welfare Tribunal
The Tribunal adjudicated on 2 cases in 2004. Inone case, the employer requested a review of theadjudication where the Tribunal found in favourof the employees. Following a review of this case,the Tribunal upheld the original decision.
> OBJECTIVE 5To ensure our income support programmes andassociated supports are relevant, adequate,efficient, effective, recognising the needs of diversecustomer groups and effectively address povertyand social exclusion.
> Programme Expenditure Reviews
The expenditure review process was launched in1997 to provide a systematic analysis ofexpenditure and a basis for informed decisionmaking on expenditure priorities. The Departmenthas completed 18 expenditure reviews since thestart of the programme. The review of the Back toSchool Clothing and Footwear Allowance scheme
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and the review of the Supplementary WelfareAllowance scheme - phase 1 were completed in2004.
> Back to School Clothing andFootwear Allowance
The scheme is administered by the HealthServices Executive on behalf of the Department.While the review made a number ofrecommendations in relation to the developmentand delivery of the scheme, its primaryrecommendation proposed that the schemeshould provide more targeted support to lowincome families.
> Supplementary Welfare Allowance
Phase 1 of the review of the Supplementary WelfareAllowance explored the background and challengesarising in relation to each of the elements thatmake up the Supplementary Welfare Allowancescheme. In the second phase of this review each ofthe elements will be reviewed in detail andrecommendations will be made regarding thefurther development and delivery of eachcomponent and in relation to the overall scheme.
> Reviews Underway
An Expenditure Review of the Back to EducationAllowance (see also Chapter 4) commenced inSeptember 2003 - the Review will be completedwith a report published in Autumn 2005.
> OBJECTIVE 6To promote the provision of social protectionthrough the social insurance system in accordancewith Government policy by extending coveragewhere appropriate and adapting benefits to meetemerging needs, while ensuring the financialstability of the Social Insurance Fund.
> Social Insurance Fund
The surplus of the Social Insurance Fund incomeover expenditure in 2004 was €377 million,
leading to a cumulative surplus of €1.906 billionat the end of the year.
> Social Partnership Working Group
A Working Group comprising of representatives ofthe social partners examined approaches forreform of social insurance to ensure it continuesto meet the changing needs of workers and theirfamilies in Irish society. The Working Group wasfirst established in 2002 under the PPF andcontinued its work under Sustaining Progress.The report includes an overview of a changinglabour market, identifies issues to be addressed toassist workers to build and maintain theircontribution record and examines how workerswith interrupted work patterns are treated withinthe system. The report is being prepared forpublication.
> Other Developments in PRSI
The earnings ceiling for PRSI increased by €1,740from €40,420 to €42,160 per annum. Newarrangements for the deduction of PRSI on non-pecuniary from benefits received by employeesand the self-employed were introduced smoothlywith effect from 1 January 2004.
> OBJECTIVE 7Development of a comprehensive pensions system(to include both State and supplementaryarrangements) taking account of and finding abalance between the following (sometimescompeting) factors of adequacy, sustainability andmodernisation.
> Pensions Awareness Campaign
The National Pensions Awareness Campaigncontinued in 2004. The campaign is financed bythe Department and is run by the Pensions Board.The campaign featured a range of measuresincluding TV and radio advertising as well asspecial initiatives aimed at particular groups. Inthis regard the Womens Mini Marathon in Junewas the focus of a special effort to promote
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pensions coverage amongst women. Thecampaign culminated in a National PensionsAwareness Week in September.
> Personal Retirement SavingsAccounts (PRSAs)
2004 was the first full year of the operation ofPRSAs and the number of accounts openedcontinued to grow throughout the year. ByDecember 2004 just over 46,000 accounts hadbeen opened with an asset value of €178 million.A particular focus of the work in this area was theenforcement activity relating to employerobligations to provide access to PRSAs foremployees. Legislation was passed to allow theDepartment’s inspectorate to assist the PensionsBoard in this area by identifying cases forinvestigation as part of its normal control activity.
> Funding Standard
The funding of defined benefit pension schemescontinued to be a major issue in 2004. As well asmarket difficulties, increased longevity, wageincreases and low interest rates are all serving toincrease the liabilities of schemes at a time whentheir asset values are only starting to improveafter the heavy losses to 2003.
The Pensions Board completed its review of theFunding Standard, which is used to determine thehealth of defined schemes, and submitted a finalreport to the Minister for consideration. Ingeneral, the Board recommended retaining therequirement for schemes to hold sufficient assetsto cover liabilities in the event of a schemewinding up. However, it recommended retainingthe temporary relief measures, introduced in 2003and which allowed schemes in difficulty extratime to restore full funding, and expanding thegrounds on which extensions can be granted.
> Long-Term Care
In order to progress the proposals in the Mercer"Study to Examine the Future Financing of Long-Term Care", a consultation document wascirculated to over 70 interested parties. This
document focused all interested parties on thespecific issues and recommendations contained inthe study. These issues related to benefit design,cost and financing of long-term care. Thefeedback from this process has been compiledand is now being used to help identify the policyoptions for a financially sustainable system oflong-term care.
> OBJECTIVE 8To implement controls on a cost-effective basis toensure that error, fraud and abuse are prevented,detected and deterred and any monies incorrectlypaid are recovered.
> Control Strategy
The Department’s control policy aims to keepfraud and abuse to a minimum by promotingcontrol as an essential element of the day-to-daywork of the Department. A four prongedapproach is taken to the control of schemesnamely prevention of fraud and error at the initialclaim stage, early detection through effectivereview of claims in payment, measures to deterfraud and the pursuit and recovery ofoverpayments.
The introduction of systematic risk analysis ofmajor schemes is now a key element of theapproach to tackling fraud and abuse in the SocialWelfare system. Furthermore fraud and errorsurveys of schemes are undertaken to establishbaseline levels of fraud and abuse and theDepartment is committed to undertaking at leasttwo such surveys annually.
> Public Awareness
During 2004, the Department continued to raisepublic and staff awareness in combating fraud. Inthis regard, emphasis was placed on theDepartment’s determination to recover moniesreceived fraudulently or without entitlement andto prosecute those who defrauded the socialwelfare system and employers who failed tocomply with their statutory obligations to complywith social welfare legislation. In an effort to raise
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public awareness of the Department’s controlpolicy, regular press releases are issued detailingthe outcomes of the Department’s control activityand the outcomes of court prosecutions were,where possible, publicised in local and nationalpress.
> Identity Fraud
Particular emphasis is placed on combatingidentity fraud with a specific focus to ensure thatpersons do not use false identities to obtain PPSnumbers or to facilitate the fraudulent receipt ofsocial welfare benefits. During 2004, a trainingprogramme for local staff, combined with internalback-up services contributed to the continueddetection of false applications. A total of 69persons were arrested in connection with offencesunder the Criminal Justice (Theft and FraudOffences) Act, 2001 by an Garda Síochána forpossession of false/forged documents followingdetection by staff.
> Debt Recovery
Considerable effort continues to be put intoimproving the effectiveness of debt recoverymeasures and pursuit of defaulters. Work iscontinuing on the design of a comprehensivecomputer system to handle overpayments anddebt recovery across all schemes.
> Outcomes
Gross savings from the control activities onscheme payments amounted to €374.7 million in2004 (see chart below). Some 305,700 claimswere reviewed in this process. In additioninspections of employer records identified arrearsof PAYE/PRSI amounting to €11.3 million. Overallsavings from control activities were some 26%higher than in 2003:
Savings €mUnemployment 119.7Illness 55.9Pensions 172.1Child Benefit 18.7Carers 5.7PAYE/PRSI 11.3Others 2.6
TOTAL 386
During 2004, in a continuation of the newfocussed approach to the criminal prosecution ofalleged offenders, a total of 503 cases (up 24% on2003) were forwarded to the Chief State Solicitor’sOffice (CSSO) for the initiation of courtproceedings. A total of 284 criminal cases werefinalised in court with the following results:
Outcome NumberFined 159Imprisoned 10Suspended Sentence 26Community Service 3Probation Act 44Bound to the Peace 7Adjourned/Liberty to re-enter 8Struck out/dismissed 20Maintenance Recovery Order granted 7
TOTAL 284
In addition 27 civil cases were sent to the CSSO forcourt proceedings to facilitate the recovery ofoverpayments and the enforcement ofmaintenance recovery orders against the liablerelatives of one-parent family recipients. No civilcases were finalised in the courts.
> EU/INTERNATIONAL DIMENSION
Other than the EU Presidency, full details of whichare in the highlights chapter, the Department hada very busy year on the international front.
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> EU – Employment, Social Policy,Health and Consumer AffairsCouncil
The Minister and officials participated in fourformal meetings of the Employment, Social Policy,Health and Consumer Affairs Council in 2004.These meetings were held on 4 March, 1 June, 10October, and 6 & 7 December. In terms of socialprotection, reform and simplification ofRegulation 1408/71 continued to be a significantissue. Other items of relevance to thisDepartment included:
a) Promoting social cohesion in an enlargedUnion;
b) Streamlining the Open Method of Co-ordination in the field of Social Protection;and
c) The review of the Lisbon Strategy.
In addition, there were Informal meetings ofMinisters for Employment and Social Policy inGalway on 15 & 16 January, which concentrated onthe issue of "Making Work Pay", and in Maastrichton July 8 – 10, where the focus was ondevelopment of a new Social Policy Agenda forthe EU.
> EU – Social Protection Committee
The Department actively participates in the workof the Social Protection Committee. ThisCommittee was set up by a Council decision ofJune 29th 2000 and had its first meeting inDecember 2000. As a result of an Irish initiative alegal basis for the Committee was included in theNice Treaty.
In June 2004, the Council reached politicalagreement on a draft decision, which essentiallyre-establishes the existing Committee in line withits new legal basis after the entry into force of theNice Treaty. The first meeting of the reconstitutedCommittee took place in December, 2004, atwhich the Irish representative, Mr. Tom Mulherin,was elected as Chairperson for a two-year period.
Key activities of the Social Protection Committeein 2004 included:
- A study on pensions and planning for a newstudy on second and third pillar pensions.
- The preparation, in co-operation with theEmployment Committee, of a key messagespaper on employment, socialprotection/inclusion and gender equality.The social protection/inclusion keymessages involve strengthening the drivefor social inclusion, making work pay,ensuring that pension systems supportlonger working lives, ensuring accessibility,sustainability and quality of health andlong-term care for the elderly.
- Preparing a Joint Social Inclusion Report forthe Spring Council, which reflectedprogress and wide-ranging action plannedby Member States to combat poverty andto promote social inclusion across the EUfor the period to 2005.
> EU – Social Security Rights forMigrant Workers
In December 2003 the Council had reached politicalagreement on a Commission proposal for aregulation to reform and simplify Regulation1408/71 EEC on the application of social securityschemes to employed persons and their familiesmoving within the Community. Regulation 1408/71aims to protect the social security rights of insuredpersons moving within the Community. Theobjective of the proposal was to reform andsimplify the existing Community provisions whichdate back to the early years of the EEC. Substantialwork was done by each Presidency since 1999 intheir examination of this complex proposal.
As indicated in the highlights chapter, a keypriority of the Irish Presidency was to continuethis process of reform with a view to reaching co-decision agreement with the European Parliamentbefore the end of its parliamentary term. ACommon Position was adopted by the Council on26 January 2004 and this was presented to theEuropean Parliament. On 26 April 2004, theCouncil accepted a number of amendments madeto the Common Position at Parliament’s SecondReading, allowing for formal adoption ofRegulation 883/2004 on 29 April 2004.
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This new Regulation will come into effectfollowing adoption by Council and Parliament of anew Implementing Regulation to replace thecurrent Implementing Regulation 574/72.
> Pensions
The Social Welfare (Miscellaneous Provisions) Act,2004 included an amendment to the PensionsAct, 1990 in order to provide for the transpositionof two EU Directives in so far as they relate tooccupational pension schemes -
- Council Directive 2000/78/EC of 27November 2000 (establishing a generalframework for equal treatment inemployment and occupation on grounds ofreligion or belief, disability, age or sexualorientation) which required transpositionby 2 December 2003, and
- Council Directive 2000/43/EC of 29 June2000 (implementing the principle of equaltreatment between persons irrespective ofracial or ethnic origin) which requiredtransposition by 19 July 2003.
Part VII of the Pensions Act as it relates to genderequal treatment was also revised and updated tomirror broadly the requirements of theEmployment Equality Act 1998.
Part VII was also amended to fulfil a commitmentin social partnership agreement "SustainingProgress" to extend the equality provisions of thePensions Act to all the grounds covered by theEmployment Equality Act, 1998. The additionalgrounds required to fulfil this commitment weremarital status, family status and the travellercommunity.
> UN
The 42nd Session of the UN Commission for SocialDevelopment was held in New York in February2004. As Ireland held the Presidency of the EU atthat time, the Irish delegation, which includedofficials of the Department of Social and FamilyAffairs, had responsibility for co-ordinating theposition of the EU at the session. This included
preparation of agreed statements and acting asspokesperson for the EU group at formalmeetings of the Commission. It also included co-ordinating the EU group's position on the mainthemes for consideration at the session andleading for the EU delegation in negotiatingoutcomes on these themes with delegationsrepresenting the other World regions. TheCommission’s priority theme for 2005 will be thereview of the Copenhagen Declaration andProgramme of Action on the eradication ofpoverty on the occasion of the Tenth anniversaryof its adoption at the World Summit for SocialDevelopment, 6-12 March 1995.
> OECD
The Department participated in the OECDWorking Party on Social Policy and theInterdepartmental Committee on OECD Affairs.The Working Party focussed on preparations forthe Meeting of OECD Social Affairs Ministersscheduled for 2005 on the theme "ExtendingOpportunities: How active social policy canbenefit us all". The issues for discussion include:How best to invest in families and children, Howcan we get a better social policy balance betweengenerations, and More active social policies totackle poverty: what challenges for socialprotection systems?
There will also be a Forum involving the socialpartners and NGO representatives on the theme:What are the appropriate rights andresponsibilities for different parts of society indelivering social protection.
> Bilateral Relations with OtherCountries
The Department welcomed visitors from anumber of countries during 2004, includingAustralia, Montenegro, Moldova, New Zealandand Poland.
A UK/Ireland Bilateral Agreement on socialsecurity was signed in December 2004 in Dublinwhich will be ratified in London in 2005. Theprimary purpose of the Agreement is to
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consolidate the terms of earlier Agreements andto modify them to take account of legislativechanges that have occurred in both States and, inparticular, to extend their scope to the ChannelIslands.
In addition, the bilateral agreement on socialsecurity with New Zealand was reviewed andproposed amendments are being considered.
> North/South Co-operation
In partnership with the Department of SocialDevelopment (Northern Ireland) an InformationSeminar entitled "North/South BenefitInformation Day" was held in Letterkenny inDecember 2004. The purpose of the Seminar wasto provide frontline information staff withadequate knowledge to address the SocialWelfare information needs of those wishing tomigrate North/South. The Seminar focussed onthe themes of carers and lone parents. It wasattended by over 150 staff from the twoDepartments and included representatives of theVoluntary Sector.
Under the reciprocal Staff Exchange Programmeestablished between the Department and theNorthern Ireland Social Security Agency, six fraudinvestigators from the Northern BenefitsInvestigation Services visited this Department forone week in 2004.
> International Social SecurityAssociation (ISSA)
During the triennium 2002-2004, the TechnicalCommission on Unemployment Insurance andEmployment Maintenance undertook to examinethe issue of ‘Flexibility and Security in the LabourMarket’. This was decided upon in order toestablish to what extent increasing flexibility inthe labour market is accompanied by measureswhich allow workers to organise theirprofessional, social and family lives, whileproviding maximum security in terms of socialprotection and working conditions.
The Technical Commission thus decided to have acomparative study conducted on this topic. Aworking group composed of representatives fromBelgium, France, Ireland and the GeneralSecretariat of the International Social SecurityAssociation (ISSA) was established to examineand report on the matter. This work is ongoing.
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CHAPTER 04
GOAL 2: SUPPORT TO WORK
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GOAL 2: SUPPORT TO WORKFacilitating return to work or participation in training or further education bypeople in the active age groups dependent on State income supports, through arange of supportive measures, including referral to other agencies as necessary.
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> Labour Market
The Labour Force increased by 52,200 to 1,987,000in the year (Quarter 3, 2004), and accounted for61.8% of all persons aged 15 and over comparedwith 61.3% in Quarter 3 of 2003.
There were 1,893,600 people in employment in Q3 of 2004, an increase of 57,200 or 3.1% in the year.This is the highest level of annual growthrecorded since the 3.8% recorded in Q 1 of 2001.Increases in the numbers in full-time employmentaccounted for almost 90% of the annual change.
> Live Register
The average Live Register (LR) for 2004 was166,013. This compares to 172,414 in 2003.
The LR for the beginning of January 2004 was172,396, and by the end of December 2004 it haddecreased (by 13,508) to 158,816. During 2004, theLR reached its lowest at the beginning ofDecember when it fell to 151,012, and it reached itshighest at the beginning of August when in roseto 177,674.
The developments during 2004 in pursuit of thisGoal are set out under the relevant objectives, asfollows:
> OBJECTIVE 1To actively support customers in their efforts toaccess the labour market.
> Employment Support Services
The range of Employment Support Servicesadministered by the Department continue to bereviewed to ensure their relevance to currentlabour market and economic conditions.
The Back to Work Allowance and Back toEducation Allowance were further amended in2003 to ensure their continued focus on the morevulnerable groups in society. Following furtherreview the qualifying period for Back to WorkEnterprise Allowance was reduced from 5 years to3 years for persons on UnemploymentBenefit/Assistance, this took effect from March2004.
By December 2004 there were 11,566 participantsin the Back to Work Allowance scheme, 6,855 onthe self-employed strand and 4,711 on theemployee strand. There were 7,505 participants inthe Back to Education Allowance scheme in the2004/2005 academic year.
> Back To Education Allowance(BTEA)
With effect from September 2004 the qualifyingperiod for the Back to Education Allowance, ThirdLevel Option, was increased from 6 months to 15months. The qualifying period for the SecondLevel Option was not changed to ensure that thisstrand of the scheme retains its focus on the moredisadvantaged groups in society who do not havea second level education qualification and whoare at risk of becoming dependent on socialwelfare payments on a long-term basis. Inrecognition of the difficulties being experiencedby some customers in accessing third leveleducation at 15 months Budget 2005 resulted in achange in this qualifying criteria to 12 monthswhich will take effect from September 2005.
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> OBJECTIVE 2To assist in the implementation of theEmployment Action Plan (EAP).
There were 67,174 referrals to FÁS under the EAP,involving 57,234 individuals.
Under the terms of the EAP, anyone aged between18 and 55 years who is approaching six months'duration on the Live Register, is systematicallyreferred to FÁS to avail of interventions such asguidance and training. Of these people, 39,163(68%) were interviewed by FÁS by end-2004.
Everyone aged between 18 and 55 years who is onthe Live Register for over six months duration isalso systematically referred to FÁS for guidanceand training under this process. The referralsfigure above also includes 19,005 such referrals(16,477 individuals). This intensification processwas rolled out across all regions of theDepartment during the second half of 2003 andcontinued during 2004. Of the 16,477 individualsconcerned, 12,023 were interviewed by FÁS by end- 2004.
The Department's Memorandum ofUnderstanding (MOU) with FÁS, which provides aframework for co-operation between SocialWelfare Services and FÁS, was updated andformally launched in April 2004. Thismemorandum commits both organisations toworking more closely together to increase theeffectiveness of services to unemployed and othersocially excluded groups.
The Department also continues to work on thefeasibility of introducing profiling of unemployedcustomers.
> OBJECTIVE 3To facilitate and improve access to education,training and labour market programmes forpeople with disabilities.
The Disability Consultative Forum, which is aconsultative group established by the Departmentincluding groups representing the interests of
people with disabilities, continued its work in2004 on:
- employment support interventions;- Disabilities Bill / Sectoral Plans;- Transfer of Spending Money Allowances for
people in long-stay care;- Expenditure Review of Disability/Income
Supports; and- Carers Allowance Customer Survey.
There is ongoing consultation with FÁS and theDepartment of Enterprise, Trade and Employmentincluding consultation in relation to participationand progression rates to employment andtraining for people with disabilities.
> OBJECTIVES 4 & 5To facilitate and encourage lone parents to accessemployment.
To facilitate and support older people to remain inor access employment and participate in theprovision of local services.
Those who have been out of the labour market,particularly lone parents and people withdisabilities, availed of pre-employment andpersonal development training through theSpecial Projects fund which was set up to helplong-term unemployed people access the labourmarket and is accessed locally by Regional staff.Some €2.68 million was provided through thisfund in 2004 for training and supports for thosewho are most distant from the labour market.
Groups needing special help of this type alsoinclude the very long-term unemployed, travellersand people with literacy difficulties as well asolder people.
The budget for Special Projects for 2005 is €2.45million (increased from the 2003 budget of €2.15million).
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> Examples of Special Projects
Carlow Moving-On project for Young MothersThis programme has entered its eighth yearrunning this year. The aim of the project is ‘toenhance the life long prospects of 20 youngmothers aged between 16 and 25 years of age inthe County Carlow area by enabling them toachieve inclusion in education, training, enterpriseopportunities, the local labour market and theirown communities’. The programme objectives are:
- To provide opportunities to enable personaland social development to occur;
- To value the skills and experiences thatyoung mothers have and to build on thislife experience learning;
- To enhance generic work skills;- To facilitate preparation for work;- Flexibility, group and individual support;
safe learning environment, and non-formalapproach; and
- To offer national certification that enablesparticipants to access further education oremployment.
The fact that childcare is available on site hasmade the programme very effective. A mentoringand intervention /referral system was built intothe programme for participants. The programmehas received funding from DSFA for the past fewyears (received €60,000 in 2004). The 2002/2003evaluation shows the following progression levelsof participants:
- 6 participants moved on to PLC & FETACLevel 2 Childcare courses;
- 3 participants progressed to studyingsocial studies (St Patrick’s College Carlowand Carlow Institute of Further Education);
- 3 participants went on to study BusinessStudies and Information Technology FETACLevel 2 at Carlow Institute of FurtherEducation;
- 2 participants went into employment;- 1 went into a hairdressing apprenticeship;- 1 participant went on to a FAS training course;- 2 participants re-located to another area;
and - 2 took time out due to pregnancy.
In-Roads Programme for Lone ParentsThis programme was delivered in 2004 throughObair, Newmarket-on-Fergus, (Mid-West region),to 16 lone parents in the Newmarket-on–Fergus/Shannon areas for 2 mornings each week for 10 weeks.
The programme was essentially a careercounselling and personal developmentprogramme aimed at enhancing theemployability of these people who are distantfrom the labour market. Its main objectives were:
- Personal development for participants; and- To give participants the skills, attitude and
knowledge to make informed choices inrelation to work related options open tothem.
The following outcomes were listed for theprogramme:
- To have developed an awareness on thepart of participants of the changing natureof the world of work;
- To have identified participants’ strengthsand limitations in relation to employment;
- To have had an examination of the effectsof unemployment on the individual and onsociety in general;
- To have explored how parenting aloneeffects participants’ career choices and plans;
- To have explored participants’ skills,interests, needs and values in relation toreturning to work;
- To have explored a range of options open toparticipants e.g. education, training, self-employment;
- To have developed a positive attitude toadult learning options;
- To have information gathered in relation totheir preferred career option and to havedeveloped an individual plan with realisticand achievable goals; and
- To have developed increased self-awareness,inter-personal, communication and problemsolving skills on the part of participants.
The Department funded this programme at a costof €17,500.
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Social and Family Supports Service (SFSS)The Jobs Facilitation network was evaluated in the2001 – 2002 period by NEXUS Consultants.Following the completion of the evaluation, aprocess of consultation was undertaken withRegional staff engaged in the employmentsupports area of the business.
It is now broadly accepted that people of workingage are viewed as a similar customer group, withneeds and characteristics in common, whether theyare unemployed, lone parents or people withdisabilities. This is due to changes in society and inthe nature of work, and consequently there are nowmore opportunities for participation for the groupsconcerned and there is less distinction betweenthose groups than was the case in the past.
Arising from the NEXUS review and theconsultations, it was decided to merge the FamilyServices Project (FSP) and Job Facilitator (JF)services under the title Social and Family SupportService (SFSS). The merger took place in March2004 and Jobs Facilitators were renamedFacilitators.
The Department’s Facilitators will continue tofocus on the training, development and otherneeds of customers and their families on a casemanagement basis during 2005.
> OBJECTIVE 6To promote greater self reliance through activemeasures which lead to education, training,rehabilitation and work experience.
Second Chance Education Grants
Grants totalling €371,636 were paid from thisfund during 2004 in respect of 5 second-chanceeducation initiatives. This Grants scheme isdesigned to assist programmes, projects andinitiatives, which provide second-chanceeducation opportunities to long-termunemployed people and other disadvantagedgroups. The overall objective is to encourage thosegroups to return to education and training as ameans of improving their educationalqualifications with a view to returning to thelabour force.
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GOAL 3: FAMILIES
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GOAL 3: FAMILIESSupporting families in caring for children and other dependent family members,ensuring specific supports for disadvantaged families, families in conflict, one-parent families and families on low incomes and working with other agencies toidentify and develop responses to key family issues.
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The developments during 2004 in pursuit of thisGoal are set out under the relevant objectives, asfollows:
> OBJECTIVE 1To contribute to the development andimplementation of appropriate policies andactions to promote family welfare generally.
> Strengthening Families
An integrated strategic approach for supportingfamilies is being prepared. This will discuss therole of families and the impact on families andfamily life of the demographic, social andeconomic changes taking place in society andwhat changes might be necessary in currentpolicies and programmes in response to that.
An Interdepartmental Committee (IDC) wasestablished in July 2004 to oversee thedevelopment of this approach. The Departmentsrepresented on the IDC are also identifying thepolicy areas for which they have responsibility aswell as reviewing the implementation of therecommendations of the Commission on theFamily which come within their remit.
A call for submissions was issued in July 2004 tointerested organisations to inform the process.Some 25 submissions were subsequently receivedfrom non-governmental organisations setting outtheir perspective on the issues and challenges to befaced. A draft synthesis report has been preparedon the content of the submissions and the issuesraised will be taken into account by the IDC.
The IDC also commissioned a background paperwhich outlines the key demographic, economic,social and other relevant changes taking placewhich are impacting on families and family life,
the likely future trends in relation to familychange and the challenges these pose for currentpolicies and programmes.
Appropriate proposals arising from the currentexamination will be brought forward in 2005.
> Longitudinal Study
Preparations are being made by the Departmentand the Department of Health and Children,through the National Children’s Office, for aNational Longitudinal Study on children. Thestudy will be the most significant of its kind to beundertaken in the Republic of Ireland, particularlyin terms of the cost, scope and length of studyperiod. It is anticipated that 10,000 children frombirth and 8,000 children aged nine will berecruited to participate in the study. The aim ofthe study is to examine the factors whichcontribute to, or undermine, the well being ofchildren in contemporary Irish families, and,through this, contribute to the setting of effectiveand responsive policies relating to children and tothe design of services for children and theirfamilies. The study was put out to public tenderand it is hoped to commence the study in 2005.
A Steering Group has been established, chaired bythe Director of the National Children’s Office, andincluding senior officials from the Department ofSocial and Family Affairs, policy makers, peoplewith expertise in research and statistics as well aschild health, to oversee the project.
> Families Research Programme
The Families Research Programme was launchedin 1999 to provide grant aid to support researchprojects which have the ability to inform thefuture development of aspects of public policywhich relate to families and family services.Under the Programme, 14 projects were selectedfor funding covering such areas of family life as
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marriage, marital breakdown, the impact ofcounselling services on relationships, children andparental separation, fathers, grandparents andfamily friendly work practices.All of the projects funded under the Programmehave now been published. Four projects werepublished in 2004 viz.:- Distressed Relationships: Does Counselling
Help, published February 2004;- Young Men on the Margins, published in
April 2004;- From Child to Adult, published in
September 2004; and- Strengthening Families Through Fathers,
published in November 2004.
> OBJECTIVE 2To ensure that the social welfare system respondseffectively to the needs of different familysituations.
> Family Services Project (FSP)
The Family Services Project (FSP) continues toprovide a high quality information service on therange of supports available, through the Socialand Family Supports Service, to families fromState agencies and from the community andvoluntary sector with the emphasis on servicesavailable locally.
The FSP spend for 2004 was €1.6 million. Projectsfunded include, parenting skills, personaldevelopment and guidance and counselling forthose most distant from the labour market, mostdisadvantaged or those whose needs are complex.
2005 will see a more structured approach toreporting on outcomes for both the FamilyServices and Special Projects.
> One-Parent Family Payment(OPFP)
The One Parent Family payment is the incomesupport scheme for separated, unmarried andwidowed people, and also for prisoners spouseswho are bringing up a child or children without
the support of a partner. It was introduced in1997 when it replaced a number of schemes fordifferent categories of lone parent. At the end ofDecember 2004, there were 80,103 peoplereceiving this payment. On average, some 330new claims are received each week, equivalent toabout 17,000 per year.
Following the Department’s review of the schemein 2000, it was decided to localise theadministration of the scheme. This was with aview of improving customer service by bringinglone parents into closer contact with the varioussupport services available in local offices, reducingclaim processing times through closer linkagewith the local investigative officer network as wellas providing more direct local contact for loneparents with the Department’s employmentsupport services.
By the end of the year, 19 of the Department’sLocal Offices and their associated Branch Officeswere processing OPFP claims locally. The OPFPclaims processed locally accounted forapproximately 45% of the total weekly intake ofOPFP claims nationwide.
> OBJECTIVE 3To put in place programmes and supportivemeasures to help families in conflict and to addressthe effects of separation and divorce on families.
> 10th Anniversary of theInternational Year of the Family
2004 was the 10th Anniversary of the UnitedNations International Year of the Family. UnderSustaining Progress the Department of Social andFamily Affairs was responsible for preparing anational programme focussing specifically on thedevelopment of family policy and supports tomark the anniversary year. A Steering Committee,chaired by the Department was established to co-ordinate a governmental programme of activitiesfor each region. This committee included a rangeof government departments and agenciesinvolved with families.
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> Special Awards Scheme€1million was provided by the Government tofacilitate the celebration of this Anniversary. Thisincluded a once off special awards scheme forvoluntary and community organisations tofacilitate the development of a nationalprogramme to celebrate the anniversary year.Some 950 applications for funding were receivedand approximately 800 groups were approved forawards under the scheme. The majority ofawards went to small local community-basedgroups; a number of national groups were alsoawarded funding.
> OBJECTIVE 4To work with other Departments and agencies indelivering support to families.
> Family Support Agency
The Family Support Agency was established inMay 2003 under the Family Support Agency Act,2001. The Agency brings together the mainprogrammes and pro-family services developedsince 1997. It provides a comprehensive andcoherent response for families in need of thesesupport services and for families generally. TheAgency’s functions are to:
- Provide a Family Mediation Servicethroughout the country for couples whohave decided to separate, helping them toreach agreement on issues such as thefamily home, financial arrangements andongoing parenting arrangements so thatchildren retain close bonds with bothparents where possible;
- Support, promote and develop theprovision of marriage and relationshipcounselling services, child counsellingservices and bereavement support forfamilies and provide grant aid, with theapproval of the Minister for Social andFamily Affairs, to voluntary organisationsproviding these services in the community.Funding of €7.5 million was approved in2004 for over 520 voluntary andcommunity groups nationwide;
- Support, promote and develop the Familyand Community Services Resource CentreProgramme, the aim of which is essentiallyto help combat disadvantage by improvingthe function of the family unit; and
- Commission research into matters such asmarriage and family formation, trends inmarital breakdown, the effectiveness ofrelationships counselling and other familycounselling supports.
The Family Support Agency launched its firstStrategic Plan on 11th May 2004.
> OBJECTIVE 5To ensure insofar as possible that people meettheir obligations to support their family.
> Maintenance Recovery
All one-parent family payments claimants arerequired to make ongoing efforts to seekmaintenance from their spouse or, in the case ofunmarried applicants from the other parent oftheir child. Failure to make efforts to seekmaintenance can result in a claim being refused.Work by the Department in recent years has ledto an increase in the level of maintenance beingpaid by liable relatives and also to an increase insavings on scheme expenditure. Savings wereachieved of €14.2 million and €16.1 million in2003 and 2004 respectively. Court actions takenagainst liable relatives who failed to contribute tosocial welfare payments made to their spouse and/or children have been successful. Normally,maintenance is obtained by way of negotiation orby court order. Separated couples are increasinglyusing the Family Mediation Service. Since 2001,one-parent family payment claimants are allowedto retain 50% of any maintenance receivedwithout a reduction in their social welfareentitlements as a further incentive to seeksupport themselves.
The issue of maintenance support and recovery isbeing kept under review.
CHAPTER 06
GOAL 4: POVERTY AND SOCIALEXCLUSION
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GOAL 4: POVERTY AND SOCIAL EXCLUSIONProvide relevant and effective supports to those affected by poverty and socialexclusion and co-ordinate the development and implementation of theGovernment’s strategy in this area, in co-operation with other statutory andvoluntary agencies.
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The developments during 2004 in pursuit of thisGoal are set out under the relevant objectives, asfollows:
> OBJECTIVE 1To take a leading role in driving forward theimplementation of the revised National Anti-Poverty Strategy in co-operation with the otheragencies and organisations involved.
> National Anti-Poverty Strategyand National Action Plan againstPoverty and Social Exclusion
The National Action Plan against Poverty andSocial Exclusion (NAP/inclusion) incorporates thestrategic approach to tackling poverty set out inthe earlier National Anti-Poverty Strategy and alsoreflects the social inclusion commitmentscontained in the current National Partnershipagreement, Sustaining Progress.
The current Plan was submitted to the EuropeanUnion in July 2003 and covers the period up to2005. It sets out the commitments made byIreland to meet the Lisbon pledge ‘to make adecisive impact on the eradication of poverty’ by2010. Copies are available on the Office for SocialInclusion (OSI) website – www.socialinclusion.ie inthe publications section, or directly from theOffice for Social Inclusion, Department of Socialand Family Affairs, Áras Mhic Dhiarmada, StoreStreet, Dublin 1, Tel: +353-1-7043851.
The causes of poverty are many. Working toeradicate it requires action across a range ofdifferent policy areas. The NAP/inclusion containsactions in relation to employment, social welfare,education, health, housing, equality and alsofocuses on groups who have been identified asbeing most vulnerable to social exclusion. Thestrategic approach reflected in the plan meansthat these actions are being co-ordinated in a
‘joined up’ way, with a view to achieving moreeffective outcomes.
The Department, through the Office for SocialInclusion, also has lead responsibility forprogressing the Ending Child Poverty SpecialInitiative – one of eight special initiativescontained in Sustaining Progress.
> Office for Social Inclusion (OSI)
The Office for Social Inclusion (OSI) was set up inlate 2002, taking over from the NAPS Unit, andhas overall responsibility for developing, co-ordinating and driving the Irish National ActionPlan against Poverty and Social Exclusion(NAP/inclusion).
The main functions of OSI are as follows:
- Co-ordinating the strategic process fortackling poverty across relevantGovernment Departments and agencies.Poverty and social exclusion are multi-faceted problems requiring a multi-dimensional and co-ordinated strategicresponse;
SCREENSHOT OFOSI WEBSITE
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- Monitoring and evaluating progressagainst agreed targets. Working withindividual Departments, OSI monitorsimplementation of the NAP/inclusion andevaluates progress to determine whetherdesired outcomes are being achieved;
- Developing key support functions tounderpin the process, including a DataStrategy, amended Poverty ProofingGuidelines and research on the nature andcauses of poverty;
- Communicating and consulting with keystakeholders and interested parties aboutthe current Plan and the development offuture National Action Plans;
- Promoting regional and localimplementation of the NAP/inclusion.Working with the Combat Poverty Agencyand the Departments of Environment,Heritage and Local Government, Health andChildren and other Departments with localstructures. The aim is to develop a moreeffective focus on the regional and localimplementation of the NAP/inclusion andto ensure that local variations on thenature, extent and causes of poverty aretaken into account in both policy designand implementation;
- Increasing the social inclusion focus of theNational Development Plan (NDP). Inconjunction with the CPA, OSI is responsiblefor monitoring and reporting on theembedding of the Social InclusionHorizontal Principle within those measuresthat were prioritised for social inclusionfollowing the Mid-Term Evaluation of theNDP; and
- Managing the international dimension.Ensuring that we learn from experience ofother countries in tackling this commonchallenge and from the policy and researchfindings of international organisations.
In addition to Irish Presidency activity (full detailsin the Highlights chapter), and the ongoingmanagement of the functions outlined above,areas of particular priority for OSI during 2004included the monitoring and evaluation ofprogress towards achieving the NAP/inclusiontargets, culminating in the publication of OSI’sfirst Annual Report in December, the development
of a Communications Strategy for the Office andthe co-ordination and progression of actionsunder the Sustaining Progress Ending ChildPoverty Initiative.
> Institutional Structures
During 2004 OSI continued to develop andsupport the enhanced set of institutionalstructures which underpin the NAP/inclusion. Inaddition to the Office for Social Inclusion, theseinclude:
- The Cabinet Committee on Social Inclusion,which is chaired by the Taoiseach andincludes all relevant Ministers andMinisters of State with responsibility forareas relevant to the NAP/inclusion;
- The interdepartmental Senior OfficialsGroup on Social Inclusion, co-ordinated bythe Department of the Taoiseach whichmet monthly during 2004 to brief andadvise the Cabinet Committee on SocialInclusion;
- The Management Group of AssistantSecretaries, drawn from relevantDepartments, which is tasked withoverseeing the work of OSI which met fivetimes during 2004;
- Social Inclusion Officers/Units, establishedin key Government Departments to co-ordinate their Department’s contribution tothe process in liaison with OSI;
- The Social Inclusion Consultative Group,involving the social partners and anti-poverty experts, met twice during 2004 toprovide advice on implementation anddevelopment of the NAP/inclusion;
- The National Economic and Social Forum,which has responsibility for convening theSocial Inclusion Forum (SIF). The SIF givespeople experiencing poverty, individualmembers and representatives of thecommunity and voluntary and othersectors an opportunity to contribute to theNAPS process. The SIF met for the secondtime in January 2005; and
- National Development Plan(NDP)/Community Support Framework(CSF) Monitoring Committees. OSI has
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responsibility for supporting the socialinclusion horizontal principle within theNDP/CSF. To assist the progression of thisprocess and generally increase the socialinclusion focus of the NDP, OSI participateson all NDP Monitoring Committees andworks with the Combat Poverty Agency inproviding technical assistance.
> OBJECTIVE 2To develop a greater understanding of the causesof poverty and exclusion and the strategies toaddress it.
> Data Strategy
The current NAP/inclusion refers to the need fortimely, accurate and relevant statistical data, tothe work required to implement the commonlyagreed EU social indicators in Ireland and to theneed to develop national indicators to assistmonitoring and evaluation of policies.
In 2004 OSI brought forward proposals regardingthe development of appropriate indicators tomeasure consistent poverty. The CabinetCommittee directed that OSI should continuework on revising the existing indicators to takeaccount of changes in living standards since theindicators were first selected.
Other important inputs to the development ofthe Data Strategy in 2004 included work oncommon indicators undertaken at EU level by theSocial Protection Committee (SPC) Indicators Sub-Group and activity at national level under theumbrella of the Steering Group on Social andEquality Statistics (under the aegis of the NationalStatistics Board).
In 2005 OSI will prioritise the revision of povertymeasures, including indicators of consistentpoverty, as part of the overall development of thedata strategy. The work will cover all measures,with the aim of identifying specific vulnerablegroups to inform future policy and enable thesetting of targets, particularly in the context ofthe next NAP/inclusion which will cover the
period from 2006-2009. A further aspect of thework to be progressed in 2005 will be theidentification of remaining data gaps whichhinder the assessment of progress towardsmeeting many of the NAP/inclusion targets, andprescribing measures to fill these gaps. It will beimportant to ensure that issues and needs arisingas part of the development of the data strategywill inform the research agenda which is agreedby OSI and other agencies including the Economicand Social Research Institute and the CombatPoverty Agency.
> OBJECTIVE 3
In line with agreed EU guidelines, to co-ordinatethe preparation and submission of Ireland’sNational Action Plans against Poverty and SocialExclusion (NAP/incl) and support other EUinitiatives in this area.
> OSI First Annual Report
The preparation by European Union MemberStates of national action plans against povertyand social exclusion is part of an EU wide drive tomeet the objective set by the European Council atLisbon in 2000 to ‘make a decisive impact on theeradication of poverty and social exclusion by2010’. The preparation and evaluation of thenational action plans facilitates the exchange ofgood practice and provides a basis for exchangeswith the EU Commission and Member States indevising the best way to meet common objectivesin the area of social inclusion.
OSI's first annual report, which was launched inDecember 2004, details the progress made onimplementation of the NAP/inclusion sinceAugust 2003 (copies of the report are available onthe OSI website – www.socialinclusion.ie (in thepublications section) or directly from the Officefor Social Inclusion, Department of Social andFamily Affairs, Áras Mhic Dhiarmada, Store Street,Dublin 1, Tel: +353-1-7043851
The OSI annual report was prepared followingclose collaboration with policy owners in relevantGovernment Departments. A wide range ofactivities and strategies are set out in the report,
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indicating the range and breadth of programmesaimed at tackling social exclusion. The next stepin the process will be the preparation by OSI of areport to the EU on implementation andevaluation of the current NAP/inclusion forsubmission in June 2005.
> Transnational Level
Open Method of Co-Ordination The Office for Social Inclusion is represented onthe Social Protection Committee Indicators’ SubGroup (ISG) in relation to the formulation anddefinition of agreed common indicators formonitoring poverty and social exclusion. OSI isalso actively involved in the European UnionCommunity Action Programme to Combat SocialExclusion 2002-2006. The programme, which ispart of the open method of co-ordination, aims atsupporting co-operation between Member Stateson combating poverty and social exclusion.
> British-Irish Council
OSI is engaged in a programme of work as part ofthe social inclusion strand of the British-IrishCouncil (BIC). A Social Inclusion Ministerialmeeting was held in Cardiff in July 2004, whichwas attended by the Minister and an official fromOSI. This meeting reviewed the Council’s firstwork programme under this strand, which dealtwith financial inclusion, and agreed that thesecond work programme would be on access toemployment for disabled people and howeducation and training could assist in this regard.During 2004 representatives from OSI alsoattended BIC meetings for social inclusion officialsfrom member administrations.
> OBJECTIVE 4In the context of the development of policies forand the delivery of social welfare and relatedservices, ensure that the particular interests ofgroups affected by or vulnerable to poverty andsocial exclusion are addressed and protected.
> OSI Communication Strategy
The development of an effective communicationsstrategy was identified as a key priority for theOffice. Work was completed on the communicationsstrategy during the latter half of 2004, with thefollowing desired outcomes being agreed:
- A clear understanding of the role of OSIwithin the public sector and by keystakeholders;
- Increased awareness and knowledge aboutthe NAP/inclusion and its requirements inthe public sector and non-governmentalorganisations; and
- Increased awareness of the NAP/inclusionamong people experiencing povertygenerally.
A number of key messages were defined forcommunication including the role of OSI indeveloping, co-ordinating and driving theNAP/inclusion; the Government’s commitmentwith EU partners to make a decisive impact onpoverty by 2010; clear information about theNAP/inclusion process, its key objectives,timescales and the responsibilities of individualGovernment Departments in its implementationand key achievements of the process to date; theimportance of consultation with key stakeholdersin implementation of the NAP/inclusion andimproved awareness of where the NAP/inclusionfits with other national and local processes.Activities and actions were agreed for the firstyear of the communications strategy and thefollowing were achieved during December 2004:
- the development of an OSI website -www.socialinclusion.ie;
- the publication and launch of the first OSIAnnual Report; and
- the publication of the first of a series ofinformation leaflets on OSI and povertyissues in general.
More details about the Communication Strategyare available on the OSI website –www.socialinclusion.ie or directly from the Officefor Social Inclusion, Department of Social andFamily Affairs, Áras Mhic Dhiarmada, Store Street,Dublin 1, Tel: +353-1-7043851.
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> Social Inclusion Forum
During the latter months of 2004, OSI staffworked closely with the National Economic andSocial Forum (NESF), the European Anti-PovertyNetwork (EAPN) and the Combat Poverty Agencyin preparing for the annual Social Inclusion Forumwhich took place in the Royal HospitalKilmainham in January 2005. This Forum, whichwas co-funded by OSI and NESF, provided anopportunity for people who are not directlyrepresented in the social partnership process tobe consulted and to put forward their views andexperiences on key policies and implementationissues relating to the NAP/inclusion.
> Equality/Diversity
Population in Ireland will grow in the coming yearsmainly through continued immigration. The trendin immigration will change the profile of customersof some schemes. For social policy and servicedelivery planning, this poses challenges for takingaccount of new inter-cultural differences in dealingwith an increasingly diverse customer base.
The Government’s National Action Plan againstRacism (NPAR) provides strategic direction tocombat racism and provides a framework basedon 5 objectives:
- protection;- inclusion;- provision;- recognition; and- participation.
Progressing the Department’s focus in drivingforward implementation of the social inclusionagenda has been reported above. Equally, ourstaff supports, training and awareness raisinginitiatives are, and will continue to be, groundedin the overall objective of serving all ourcustomers in an equitable and non-discriminatorymanner.
To that end, the Department continues to berepresented on the various Quality CustomerService (QCS) Groups established under the SMIQCS Initiative, including the sub-group on
equality/diversity. Training on diversityawareness continued for staff in the Departmentduring 2004 with the assistance of our externalpartners in UCC, the Irish Wheelchair Associationand Pavee Point. By end 2004, some 500 staff hadparticipated in this course and it is planned toextend the training in 2005.
Quality Interpretation ServicesDuring 2004, 12 of the Department’s Local Officesand the Dublin HQ Public Office have had accessto a dedicated telephonic arrangement, operatingon a three-way connection between the customer,staff member and a ‘call-centre’ based contractorwho is a qualified interpreter. Access to theinterpretation service was also arranged forsmaller offices as the need arose. The facility willcontinue to be the subject of ongoing qualityreview to ensure that it addresses the needs ofcustomers and staff alike.
> OBJECTIVE 5To support through a nationwide service, familiesand individuals identified as having problems withdebt and money lending.
> Money Advice and BudgetingService (MABS)
MABS had an extremely busy 2004 with progressmade in a number of areas foremost amongstwhich was the compilation of a ModernisationAction Plan for the service provided for in‘Sustaining Progress’ and the setting up of MABSNational Development Limited (NDL) to support the52 MABS companies and their staff.
At European level the Unit hosted a peer review ofMABS in Cork in mid November 2004.
> National Advisory Committee(NAC)
A reconstituted National Advisory Committee(NAC), chaired by the Department, met with theMinister in January 2004 to set out its vision forthe future of the service. 5 meetings of the NACtook place in 2004 with 3 sub groups being set upto examine access to financial services,
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interdepartmental issues impacting on MABScustomers and community education.
> MABS National DevelopmentLimited (NDL)
MABS NDL was established in March 2004 tofurther develop the MABS Service in Ireland.MABS NDL mission is, through a partnershipprocess, to support management and staff ofMABS in the development of a quality consistentservice, operating to established standards, toensure that families on low income have access toan independent, free and confidential MoneyAdvice and Budgeting Service so that they cancope with debt and take control of their ownfinances. The MABS NDL team consists of fiveemployees who specialise in Casework/TechnicalSupport (3), Social Policy/Communications (1) andCommunity Education (1).
> MABS Peer Review
In National Action Plans against Poverty andSocial Exclusion (NAPs/incl 2003-2005), allMember States were asked to identify fourexamples of best practice and one of the fouradvanced by Ireland on this occasion was theMoney Advice and Budgeting Service. The aim ofthe peer review is to assess the effectiveness ofkey policies or institutions and encourage thedissemination of good practice input acrossMember States. It serves as a useful tool toMember States to help them in focusing theirpolicies in order to meet the objectives agreed atthe Nice Summit and revised at the CopenhagenEuropean Council.
The Review took place on 18 and 19 November andwas attended by representatives from sevenmember states. An EU Commission report on thereview will be available in January 2005.
> OBJECTIVE 6To support, where appropriate, initiatives at locallevel which encourage self-help andempowerment.
The Department staff are appropriately engagedat local, area and national level with, for example,involvement in the County and City DevelopmentBoards, RAPID and CLÁR programmes, AreaPartnerships and community groups fundedthrough ADM Ltd, supports for local initiatives (i.e.County Adult Guidance Service Committees,County Homeless Fora, ICTU Centres for theUnemployed, Social Economy Working Groups,Regional Drug Task Forces, County Council Co-ordinating Services Groups for Travellers, RegionalViolence against Women Committees, AreaChildhood Development Initiatives), Money Adviceand Budgeting Service, Citizen InformationCentres and County Childcare Committees.
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CHAPTER 07
GOAL 5: E-GOVERNMENT AGENDA
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GOAL 5: E-GOVERNMENT AGENDAPromoting the use and development of integrated services in line with thedevelopment of the e-Government Agenda.
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The greater use of new technology and progresson the delivery of the e-Government agenda arekey to the improved delivery of social welfareservices.
In October 2003, a major e-Government initiativeentitled ‘eEnabling Life Event Data’ was launchedby the Ministers for Social and Family Affairs andHealth and Children, and the Minister of State atthe Department of the Taoiseach. This initiativeincorporated four key and inter-relatedmodernisation projects:
- Modernisation of the Civil RegistrationService;
- REACH Inter Agency Messaging Service;- Personal Public Service Number – Public
Service Identity; and- This Department’s Service Delivery
Modernisation Programme.
The fundamental objectives underpinning thefour projects are:
- the introduction of a modern civilregistration service;
- the sharing of life event data electronicallybetween agencies;
- automated allocation, by the Department,of a Personal Public Service (PPS) Numberto a child on receipt of electronicnotification of birth;
- automated processing of Child Benefitclaims following the allocation of the PPSNumber;
- delivery of integrated and e-enabledservices for citizens; and
- re-engineering of back office and legacysystems.
Over the course of 2004, the Departmentcontinued to develop its new generation of ITsystems – these are radically changing how the
Department connects to its customers andpartner Departments, Agencies and Offices inoffering more customer-centred services.Organisational structures and work processescontinue to be redesigned to take advantage ofthe flexibilities offered by these new IT systems.Developments during 2004 in pursuit of this Goalare set out under the relevant objectives, asfollows:
> OBJECTIVE 1To deliver identity services to support the provisionof public services.
> Personal Public Service (PPS)Number
The Department’s Client Identity Servicescontinued to provide data matching services forDepartments/Agencies, who use the PPS Number,in advance of the implementation of PSI Services.This ongoing support will, in time, facilitate thedeployment of PSI services throughout theseorganisations. During the year data matchingexercises were carried out with Dept of Education,Dept of Agriculture, the Passport Office, HealthService Executive and Local Authorities.
> Public Service Identity
The Public Service Identity (PSI) project commencedin June 2004. The project is being developed andimplemented in parallel with the Public ServicesBroker being developed by Reach. Onceimplemented PSI Services will, using the PPSNumber as the unique customer identifier, providesupport for secure customer registration on the PSB.PSI Services will also provide Departments/Agencieswith online access to validate customers PPSNumbers or to find PPS Numbers for customers. Inthe future PSI services will allow for updates such as
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change of address. It is expected that PSI Serviceswill be available via the Reach Broker during thesecond quarter of 2005.
> Data Protection
The Code of Practice for the use of the PPSNumber was kept under review. Work has alsocommenced on creating a system accessdatabase. Progress was made on the compilationand publication of the Register of Users of the PPSNumber with one hundred and fifty four repliespublished on the Departments website. Thecompilation of the Register is ongoing.
> SAFE
Client Identity Services in DSFA, working with theDepartment of Finance, established aninterdepartmental Steering Group to develop astandards based framework for a Public ServiceCard, using the PPS Number as an identifier. Theprogramme has been named SAFE - StandardAuthentication Framework Environment. This isin line with the focus on the provision of astandard means of authentication for access topublic services.
The reason that the term 'framework' is beingused is to emphasise that a single public servicecard is not envisaged at this stage but rather astructure within which individual initiatives cancontinue and converge where there is a benefit todoing so (e.g. convenience for users, efficienciesfor issuers). The output from the SAFE SteeringGroup will be a standard which will take the formof a document that sets out the businessprinciples, rules and other requirements for allcards and tokens issued by public serviceagencies.
It is expected that SAFE will facilitate convergenceover time of existing cards under a single brandedscheme, reducing the need for customers to carrymultiple cards.
> OBJECTIVE 2To support the provision of, and internet-basedaccess to, information about public services.
> Department’s Website
The website has maintained the WC3 WebAccessibility Initiative AAA Standard making itscontent fully accessible to disabled customers –the blind and partially sighted in particular. Thesite also complies with XHTML 1.0 Standard,which means that, with web-based translationtools, its content can also be seen in a variety ofother languages including French, German andItalian.
All translated leaflets and application forms arenow also available in Irish on the website. Inaddition, an email subscription facility is availablefor employers to receive instant notification ofPRSI changes.
> OBJECTIVE 3To implement the Civil Registration ModernisationProgramme – ‘GRO Project’.
The General Register Office (GRO) is responsiblefor the administration of the Civil RegistrationService in Ireland and operates under the aegis ofthe Department of Health and Children (DoH&C).The day-to-day service is delivered by the HealthService Executive (HSE) (formerly Health Boards)on an agency basis for the GRO.
A joint programme of work between theDepartment of Social and Family Affairs (DSFA)and the DoH&C for the modernisation of the civilregistration service has been ongoing for anumber of years. The objectives of the CivilRegistration Modernisation programme are toultimately provide for a seamless integration ofGovernment services, eliminating the need forpaper certificates and leading to efficient, timelyand more convenient e-Enabled services forcitizens.
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The main developments during the year 2004were as follows:
- The Civil Registration Act was enacted inFebruary 2004;
- The roll-out of a new computer system toall HSE registration offices was completedin 2004;
- The integration of birth registration andChild Benefit (CB) claim processing wasprogressively extended as registrationoffices went live and now facilitates theautomated processing of CB claims for allbirths registered electronically. What thismeans in practice is that the electronicregistration of the birth of a child sets inmotion the allocation of a PPS No for thechild and triggers the automated claimprocess for Child Benefit for the first bornchild in a family and the automatedpayment of Child Benefit for subsequentchildren;
- Child Benefit claims in respect of 31,750children were automatically processed in2004, on foot of the registration of a birthon the civil registration system;
- Average processing time from birthregistration to payment of Child Benefithas been reduced from up to 10 weeks to afew days, resulting in improved customerservice and reduced paper volumes andassociated handling costs;
- Electronic interfaces have beenimplemented to allow for the electronictransfer of birth data from some maternityhospitals to the civil registration computersystem thereby taking paper out of thesystem and introducing greater efficiencies
- Integrating and eEnabling of Live Event wasone of three projects chosen to representIreland in the EU-wide conference onQuality in the Public Service (3QC) whichtook place in the Netherlands in September2004. The project was also one of 20included in the National Showcase of PublicService Excellence in July 2004 and hasbeen internationally recognised – includingeEurope awards for eGovernment; and
- The Death Event Publication Services (DEPS)became available on 15 March 2004. Thisfacility assists with the publication of deathregistration data, with validated PPSnumbers, to public sector agencies for theadministration and control of schemes andservices. It is now being used by a variety ofagencies. In addition, death registration isnow being provided on a weekly basis viaREACH to the National Cancer Registry ofIreland for research purposes.
> OBJECTIVE 4To develop its internal systems so that they willsupport electronic delivery of service to its clients.
The DSFA Integrated Services Connector (DISC)was deployed to support the completedintegration with the General Register Office (GRO)for births and deaths. This system will provide theDepartment’s messaging infrastructure forconnection with the Public Services Broker (PSB)to be operated by the Reach agency.
Work continued on the multi-year programme ofdevelopment of the Department’s ‘newgeneration’ of systems, based on the BusinessObject Model, that underpin Service DeliveryModernisation. The systems are being designed to‘streamline’ interaction with the Department’scustomers and to support process change.
> REACH
The Reach agency largely concentrated on thebuilding of the Public Service Broker (PSB) during2004. As a first stage, the reachservices.ie facilitywas rebuilt and this was put into operationduring 2004. The bulk of development effort,however, went into the PSB itself with a view tolive operation in 2005.
It also continued to operate the Inter-AgencyMessaging System to provide communicationservices between the GRO, DSFA and CSO onbirths, deaths and marriages.
CHAPTER 08
GOAL 6: THE DEPARTMENT AND ITS STAFF
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GOAL 6: THE DEPARTMENT AND ITS STAFFDeveloping an effective, adaptable and capable organisation and a culture of pride,innovation and performance with a high level of involvement and participation bypeople at all levels and a climate which fosters personal and career development.
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The developments during 2004 in pursuit of thisGoal are set out under the relevant objectives, asfollows:
> OBJECTIVE 1To promote and develop a strong customer serviceculture throughout the Department and theagencies under its aegis and to deliver continuousimprovement in quality customer service byplacing the customer at the centre of the process.
> Developing Service Delivery
The Department is committed to delivering aquality customer service to all our customers andalso to ensuring the continuous improvement inthe standard of service we provide. TheDepartment’s Statement of Strategy andCustomer Action Plan provide a specific focus oncustomer service development. The latestCustomer Action Plan 2004-2007 was publishedin May 2004.
> Customer Charter
May 2004 also saw the launch of theDepartment’s first Customer Charter "Our Servicefor You". This marked an important developmentin quality customer service for both the customerand the Department.
The Charter is an easy-to-read booklet which setsout the Department’s commitments to deliveringa high quality service to our customers. Beforepreparing the Charter, a consultation process tookplace to obtain the views of customers and staff.Arising from this process, four main areas ofservice delivery were identified and the Chartercommitments focus mainly on these:
- Access to Our Services;- Provision of Information;- Your Claim; and- Comments & Complaints.
An update on how the Department has met thestandards, set down in the Charter, is set out inAppendix 5 of this Report. Quality customerservice initiatives, arising from our Chartercommitments, are being progressed across theDepartment on an ongoing basis.
> Customer Consultation
2004 saw the continued support and facilitationof work on customer panels and surveys.
Touchscreen SurveysThe Department continued to use touchscreentechnology to obtain customer feedback. Theequipment is available in all 10 regions. Thetechnology is a fast and efficient method ofsurveying customers. Surveys based on the 12quality customer service principles were carriedout during 2004.
Comment and Complaint SystemThe Department is operating a formal Commentand Complaint System since 2002. This systemprovides customers the opportunity to expresstheir views about our service delivery. It alsoensures that there is consistency in howcomments and complaints are dealt with acrossthe organisation.
The Customer Charter published this year placesfurther emphasis on our commitment to respondquickly to customer complaints. Comment andComplaint Leaflets are available in our PublicOffices. Customers can make a comment orcomplaint either by completing a Comment andComplaint form, by phone or through theDepartment’s website: www.welfare.ie
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Training in complaint handling has been providedto frontline staff across the Department. Acomputerised Comment and Complaint RecordingSystem is in place, which facilitates the provisionof data about the issues that concern customers.This feedback in turn helps to inform ongoingcustomer service policy.
Customer PanelsThe Department continued its practice ofproviding avenues for consultation throughCustomer Panel activity in 2004. Four panels wereconvened throughout the year:
- Two panels for unemployed customers ranin the Southern Region;
- A multi-scheme panel was operated in theDublin North Region, which involvedparticipation by a representative from theHealth Service Executive; and
- A Money Advice and Budgeting Service(MABS) Panel was conducted in the DublinSouth Region.
The panels sought to elicit information fromcustomers in relation to perceptions of servicedelivery, preferences for channels to interact withthe Department and attitudes as regardstransacting claim business through Social WelfareLocal Offices (SWLOs).
Customer SurveysSurvey activity in the Department, in 2004,involved conducting Touchscreen Surveys ofcustomers visiting Local Offices, across the 10regions. A Consultant’s Report providing anindependent review of the Department’scustomer consultation methods was carried outin 2003. An action plan was prepared in 2004 toprogress the key recommendations identified inthe review.
> OBJECTIVE 2To develop the capacity for high quality support tothe political process, the maintenance of a highstandard of policy development and support forcontinuous improvement of our business and forinnovation.
> Policy-Making Process
The Government instituted an ExpenditureReview process to provide a systematic analysis ofwhat is actually being achieved by expenditure oneach programme, and to provide a basis on whichmore informed decisions can be made onpriorities within and between expenditureprogrammes. The process involves engagementwith customers and with other Departments andAgencies with an interest in the delivery of theparticular programme under review.
Expenditure reviews have been carried out in 18areas of the Department to date. In 2004, thereview on Back to School Clothing and FootwearScheme and the Review of the SupplementaryWelfare Allowance Scheme - Phase 1 werecompleted.
Many of the recommendations, put forward in thereviews carried out to date, have beenimplemented. Remaining recommendations arereviewed on an annual basis and will beconsidered for implementation as priorities andresources allow.
> Regulatory Reform
Following an OECD report on Ireland’s regulatoryframework, the Government published a whitepaper ‘Regulating Better’, in January 2004, whichsets out core principles of good regulationincluding rigorous assessment in terms of theirimpacts on business and ensuring that existingregulations are streamlined and revised through aprocess of systematic review and by repealing,restating and consolidating them as appropriate.Preparing and applying legislation is a keyfunction of this Department and the main vehiclefor giving effect to policy changes. TheDepartment embarked on a programme of
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Regulation consolidation and we will continue toensure that our future legislative programme fullyaccords with the objective of a firm legislativebasis existing for social protection schemes andthat the legislation is easily accessible to thosewho apply it and our customers.
> Review of Business Processes
The Department’s Service Delivery ModernisationProgramme aims to transform delivery of servicesto customers and to respond ever more effectivelyto changes in business and customer needs, andto e-Government initiatives. Realisation of theprogramme depends heavily on applying newtechnologies. A new generation of IT systems hasbeen developed and is being refined andextended on an on-going basis. Neworganisational structures and work processes arebeing redesigned to facilitate a service that ismore customer centred, integrated, proactive,efficient, controlled and easier to access. See alsothe progress reported on this programme underObjective 4 of this Chapter on page 57.
> OBJECTIVE 3To provide secure, reliable and robust ICT systemsin support of current policy, service delivery andadministrative objectives and to develop new ICTcapabilities in line with the Department’s strategicdirection.
> Operations:
The IS Division successfully operated andmaintained its older production systems whilemigrating systems to a newer, though less robust,industry standard platform (Intel processors,Windows operating system, etc.). Considerablework remains to be done in the next few years todevelop the management capability and thenecessary resilience for this platform.
The infrastructure review, commenced in late2003, was completed. The resultant plans willsatisfy the Department’s decentralisation needs,insofar as these are known. VoIP technology waspiloted and the entire private PBX network
migrated to VoIP which meant that DSFA were thefirst public service organisation running VoIPacross the data VPN. Migration from leased line tothe Government VPN also commenced.Considerable work was done on enhancing themanageability of the desktop devices to providegreater security, allow remote configuration etc.This work is scheduled to complete in 2005.
In addition to this work, the continuousrequirements to support staff andaccommodation changes throughout the countrywere met. The help desk dealt with over 27,000calls for fault reports and requests. There weresome 283 additional pieces of equipmentinstalled, 1,091 equipment moves and 2,083changes in 2004. This includes the deployment ofassistive technology to visually and hearingimpaired staff.
> Applications:
On the strategic applications front, the difficultfeat of implementing the various budgetaryprovisions in a short timescale was successfullyachieved again.
The Integrated Short Term Schemes (ISTS) systemwas enhanced, in particular to support thedeployment of One Parent Family Paymentprocessing to local offices. Development of afurther ISTS release to encompass Revenuetaxation requirements was commenced. Similarly,a number of enhancements were made to thelong term schemes systems and to the CentralRecords system. Administrative systems were alsoprogressed, in particular a lot of effort was putinto the Oracle Financials system.
The main strategic development focus continuesto be the ‘new generation’ of systems, based onthe Business Object Model, that underpin theService Delivery Modernisation programme. Workcommenced on a further stage of this programmefor phased delivery in 2005.
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> OBJECTIVE 4To refine and progress the Service Delivery Model(SDM) as part of the Modernisation ActionProgramme.
To develop organisational structures and workprocesses to support implementation, and benefitsrealisation, of the Service Delivery Model.
SDM is a long-term programme of change and isbeing implemented in a number of phasesspanning several years. Phase 1 has beensuccessfully implemented for Child Benefit.
Phase 2 of the Service Delivery Modernisation(SDM) project was initiated in 2003 forRetirement/Old Age Contributory Pensions,related Household Benefits/Free Travel and theBereavement Grant. The aim of SDM Phase 2 is toprovide a quality, reliable, caring and integratedservice to pensioners, assisting them inestablishing their rights and anticipating theirneeds where possible by:
- Proactive initiation by the Department ofRetirement/Old Age Contributory pensionclaims and related allowances for people;
- Additional access channel – phone, post, inperson at an office of the Department andvia the Public Service Broker;
- Customer contact centre for pensioners forthe taking of claims, provision of informationand maintenance of claims; and
- Integrated processing of pension claims andrelated allowances, relieving pensioners ofthe need to complete multiple claim forms,minimising customer effort.
Very good progress was made during 2004 inimplementing this phase.
The technology element of the projectcommenced in May 2004, following the on-schedule selection of a tenderer. It was acondition of the tendering process that theNational Disability Authority guidelines on ITaccessibility were adhered to and the systemdesigned to meet all possible eventualities.
In parallel with the development andimplementation of the new IT system, a team-based programme of organisational change wasput in place to re-design work processes,organisational structures and roles. As with SDMPhase 1 (for Child Benefit – see above and our2003 Annual Report), the aim of this componentof the project will be to gain from the efficiencieson offer from the new IT system and multi-skillstaff to handle all aspects of the work, therebyproviding a fully integrated service to pensioners.
Further phases of the SDM programme will berolled out in the coming years.
> OBJECTIVE 5To increase the Department’s capacity to managethe security of its information in line with bestpractice and legal obligations.
Business Information Security Unit, which was setup during 2003, continues to promoteinformation security to ensure that theDepartment’s business information is used in asecure environment by security conscious staff.The unit advises business owners and supportareas of their responsibility to protect theconfidentiality, integrity and availability ofbusiness information from a wide range ofthreats. This helps to minimise the risk of damageto business information and to ensure compliancewith relevant legislation and best practice.
> OBJECTIVE 6To ensure the structure of the Department isoptimal to achieve the tasks which must beundertaken.
> Decentralisation
As part of the major decentralisation programmefor the Civil Service announced in December 2003,it is proposed that the Headquarters of theDepartment, together with two of theDepartment’s agencies (The Combat PovertyAgency and Comhairle), comprising some 1,300posts will move from Dublin to various provincial
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locations. In preparation for the challenge thatthe decentralisation programme poses for theDepartment and its staff, a formal projectmanagement structure was established tomanage the planning and implementation of theprogramme.
Implementation PlanA detailed Implementation Plan was developedfor the programme and submitted to theDecentralisation Implementation Group in June2004.
Communication StrategyA Communication Strategy for the programmewas developed. This strategy established theframework for communication to be adopted forthe implementation of the decentralisationprogramme. All documents relating todecentralisation are filed in a shareddecentralisation drawer, accessible to all staff, onthe Department’s messaging system. In addition,two newsletters were issued to all staff during2004, to keep staff up to date on the programme.
Training StrategyA training strategy was prepared in consultationwith the Department’s Staff Development Unit(SDU). This strategy sets out the scope andresponsibility of the training and development forthe programme.
Partnership Sub-Committee A Decentralisation Partnership Sub-Committeewas established to provide a forum for liaisingwith staff. This group also has a QualityAssurance role regarding documents developed aspart of the communication and trainingstrategies.
Central Application Facility (CAF) ResultsThe number of first preference applications to theCentral Application Facility, for each location wereissued to Departments following the priorityapplication date in September.
November 2004 - ReportThe Decentralisation Implementation Groupreport published on 24 November recommendedlocations to be included in the 1st Phase of moves.
The locations recommended for this Departmentwere Sligo and Drogheda while Carrick-on-Shannon was identified as a potential earlymover.
> OBJECTIVE 7To ensure the optimal relationship between theDepartment and the agencies with which it doesbusiness.
> Pensions Board
The Department works closely with the PensionsBoard on the development of policy in relation tooccupational pensions and PRSAs generally. TheDepartment is represented on the Pensions Boarditself and the various committees, which underpinand support the work of the Board. The PensionsBoard is financed mainly through annual feespaid to it by the pension schemes and PRSAproviders which it regulates.
> Comhairle
The Department has a very close workingrelationship with Comhairle and has arepresentative on the Board of Comhairle. In 2004Comhairle continued its development of thenational network of Citizens Information Centreswith 46 full-time centres, 52 part-time centres and143 outreach locations. Over 600,000 querieswere dealt with by the various centres in 2004.This represents an increase in 20% on theprevious year. The Budget allocation for Comhairlefor 2004 was €17.286 million.
> Combat Poverty Agency
A collaborative relationship exists between theOffice for Social Inclusion (OSI) in the Departmentand the Combat Poverty Agency (CPA). Regularplanning meetings take place between OSI andCPA management and the Department isrepresented on the CPA Board. The Departmentprovided funding of almost €4 million to the CPAin 2004.
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> Family Support Agency
The relationship between the Family Affairs Unitand the Family Support Agency is one ofcontinuous and effective co-operation andcommunication. Regular meetings take placebetween the two and the Department isrepresented on the Board of the Agency. Theoverall allocation for the Family Support Agencyfor 2004 was €20.185 million.
> Pensions Ombudsman
The Pensions Ombudsman has the power toinvestigate and determine complaints made by oron behalf of beneficiaries of occupational pensionschemes or Personal Retirement Savings Accounts(PRSAs) who allege that they have sufferedfinancial loss as a result of maladministration bythose charged with managing thesearrangements. He may also investigate anydispute of fact or law brought to his attentionthat arises from the actions of thoseadministering occupational pension schemes orPRSAs. The Pensions Ombudsman is independentand is able to give such directions as he considersnecessary or expedient to resolve a dispute.
The Office of the Pensions Ombudsman openedfor business in September 2003 but did notbecome fully operational until 2004 when therecruitment of investigative staff was completed.The claimload of the Office increased steadilythroughout 2004 and while the PensionsOmbudsman can make a legally bindingdetermination in relation to complaints received,efforts are also made to resolve issues brought tohis attention through mediation.
> OBJECTIVE 8To develop the role of the manager as the keyfacilitator in implementing change andimprovement. To ensure management processeswhich foster open and participative management,effective communications, clear setting of tasksand priorities, timely and logical decision makingand which encourage decision making andownership of problems at the appropriate level ofmanagement.
> AP/PO Management DevelopmentProgramme
The roll-out of the AP/PO ManagementDevelopment Programme concluded in 2004 witha total 190 APs and 57 POs (including MedicalAssessors) completing the programme. Thecourse centred around four main themes:Personal Effectiveness, Leadership, Teamwork andDriving Change.
A customised version of the programme was alsodelivered to the Social Welfare Appeals Officersand Medical Assessors. During the course of theprogramme, issues that arose of generalorganisational application were reported to theManagement Advisory Committee (MAC) and arebeing followed up.
> OBJECTIVE 9To implement our Human Resources Strategy2003-2005 in the context of delivering on thecommitments outlined in this Strategy Statement.
> Human Resources
The Department employs more than 4,700 staffand, as such, is one of the largest employers in theCivil Service.
Basic pay costs amounted to €161.77 million whilethe cost of overtime was €3.546 million. During2004, the turnover of staff in the Department wassignificantly less in comparison with previousyears. In accordance with the Governmentdecision on Public Service numbers theDepartment operated against a background ofrestrictions on staff numbers and criticalexamination and prioritisation of the filling ofvacancies both at the local and corporate levels.
During the year, 188 employees joined theDepartment, of whom 96 were new recruits tothe Civil Service. 69 of the Department’s staffwere promoted either internally or throughinterdepartmental competition. 263 employeesleft the Department during 2004, including 51who transferred to other GovernmentDepartments on promotion and 107 who moved
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on lateral transfer. 37 staff retired during the yearand 44 staff resigned their positions.
> Human Resources Strategy 2003-2005
The purpose of the Department’s HR Strategy isto bring together our various HR policies,integrate them within the overall organisationalstrategy and place Human Resources at the centreof the Department’s decision-making.
The implementation of the Strategy is beingmonitored via the Management Committee andthe Department’s Partnership process. An updateon progress to the end of 2004 will becommunicated to staff in early 2005.
> Career Opportunities
In addition to Civil Service-wide competitions, 7competitions for internal promotions were held. Inline with commitments in the Sustaining ProgressNational Agreement the holding of additional andenhanced internal competitive interviewcompetitions was agreed. Some of thesecompetitions were held or commenced in 2004.
The reviewing of competitive interview promotionprocesses continued in 2004 and includedstatistical analysis of competition results andfeedback from candidates and interview boardmembers.
A number of schemes, which providedopportunities for career advancement, and, insome cases, opportunities for study abroad, werealso dealt with.
> Family Friendly Measures
Staff continued to avail of family friendlymeasures in 2004. At the end of 2004 thefollowing was the position regarding the take-upof the various worksharing options:
Pattern Number of officers availing of option
4 day week 2313 weeks on/1 week off 253 day week 1039am-3pm attendance 26Half attendance 597
Total 982
> Term Time
In 2004 there were 386 applications for TermTime, with 41 applications subsequentlywithdrawn and 27 applications refused. Of the318 approved applications, 299 (94%) were femaleand 307 (97%) were for the purpose of child-minding. 238 temporary Clerical Officers wererecruited to cover Term Time absences and 169staff members received Higher Duty Allowancesfor the period.
> Staff with Disabilities
In line with the Civil Service Gender and DiversityPolicies and its own published commitments theDepartment is developing a range of initiativesaimed at increasing staff awareness of equalityissues as they apply across the broad HR agenda.The HR Strategy 2003-2005 included acommitment to progress initiatives aimed ataddressing issues affecting staff with disabilitiesand, specifically, to strengthen the role of theDepartment’s Disability Liaison Officer (DLO). TheDLO is based within Personnel and hasresponsibility to promote the interests of staffwith disabilities and co-ordinate the achievementof the Department’s objective of ensuring aworking environment that meets the particularneeds of these employees. Key elements of therole are:
- liaison and co-operation with external andinternal service providers to ensure specificneeds are met;
- raising awareness of disability issues in theDepartment; and
- research regarding best practice in this area.
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A Disability Issues Monitoring Committee wasestablished in 2004 to oversee recommendationsmade by the Partnership Disability Issues Group.The Committee, which includes staff memberswith disabilities, carries out regular assessmentsand monitors progress of recommendations madeand meets with relevant support areas to discussthe implementation of these.
Disability Awareness Guidelines were producedand circulated to all members of staff in 2004.These guidelines were developed in consultationwith members of staff with disabilities andparticularly emphasise communication withpeople with disabilities. In relation to AssistiveTechnology, a review of the outstanding needs ofstaff with visual and hearing impairments wascarried out, equipment purchased and deliveredto relevant staff, with training programmesprovided.
> POSITIVE WORKINGENVIRONMENT
> Civil Service Code of Standards &Behaviour
The Civil Service Code of Standards & Behaviourwas published in September 2004. The Codeforms part of all civil servants’ terms andconditions of service. It underpins the existingrules in many areas and introduces new rulesgoverning gifts, hospitality and the acceptance ofappointments outside the civil service. A copy ofthe Code was issued to every member of staff.
> Anti-Bullying, Harassment &Sexual Harassment Policy
An officer was assigned on a full-time basis in2004 to investigate bullying and harassmentcomplaints and to deliver awareness raisingsessions on the policy to managers and staff.
> Employee Assistance Service
The Employee Assistance Service has animportant role in HR management. It enables theDepartment to respond appropriately tosituations that may involve employees withpersonal difficulties and, more broadly, providesan employee support service. The usage of theservice increased in 2004 and this can beaccounted for by the appointment of anadditional Employee Assistance Officer in 2003and the proactive promotion of the Service,particularly in the Local Offices.
> Human Resource ManagementSystem
The current computerised Human ResourceManagement System was implemented in theDepartment in 2000 following a joint project withRevenue and CMOD (Department of Finance) toidentify and procure/develop a suitable HRMsystem for the Civil Service. As part of thedevelopment of common systems in Personnelareas in the Civil Service an upgraded version ofthe system became available in 2002 and is beingadopted as the Civil Service standard. In line withthis development the Department’s system wasupgraded, with the new system successfully goinglive in February 2004.
The upgrade of the system:- Allows the Department to adopt the Civil
Service standard system;- Enables Personnel section to operate more
effectively and to improve currentstandards of service and administrativeefficiency;
- Will support the future devolution ofcertain Human Resource Managementfunctions to line management;
- Assists Personnel in meeting the HRcommitments of the Public ServiceModernisation Programme, the HR Strategy2003-2005 and the Internal CustomerService Plan; and
- Enables Personnel, as the custodians of aninformation source, to support thedevelopment of other Departmentinitiatives, e.g. Management InformationFramework (MIF).
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> Excellence Through People (ETP)
Excellence Through People is Ireland’s NationalStandard for Human Resource Development andis administered by FÁS. The Department’s StaffDevelopment Unit (SDU) underwent anassessment for ETP and received the award inNovember 2004. The principal objectives of theaward are to encourage the development ofemployees to full potential so as to maximisetheir contribution to the specific needs of theorganisation and to show recognition fororganisations that have achieved this aim. Theaward must be reapplied for annually.
> Performance Management andDevelopment System (PMDS)
PMDS gives the civil service the framework thatdefines how we can advance towards improvedperformance, greater job satisfaction and betterservice. The rollout of PMDS in the Departmentcontinued in 2004. During 2004, twenty trainerslocated throughout the country delivered trainingin the three phases of PMDS. The sub-group of thePMDS Project Board set up to examine theimplementation and monitoring of the process inthe Department continued its work.
Under the terms of General Council Report 1398,the process of Upward Feedback must beintegrated into PMDS. As required by the report, aStaff Attitudinal/Climate Survey was carried outin February 2004 and a report on the findings wasproduced in the last quarter.Following this, the PMDS trainers delivered
training/briefing sessions, to all staff (4,700approx) of the Department, on the process ofUpward Feedback and its Code of Practice.
> Training & Development ServicesSupplied
Staff Development Unit (SDU) provides a range oftraining and development services for staff of theDepartment, and details of these are available toall staff. In addition to details of formal trainingcourses available, this includes material availablethrough the Learning Centre for self-managedlearning (i.e. CD Roms, books and videos). Toassist people in completing their PMDS PersonalDevelopment and Training Plan, both formalcourses and self-managed learning optionsoutlined in the Directory are linked to the relevantPMDS Competencies. SDU offer a broad range ofcourses under the headings of Induction,Customer Service Interpersonal Skills,Management Development and PC Training. Inaddition, specialised training is provided forparticular roles within the organisation (e.g.Service Officers, Local Office Managers and SocialWelfare Inspectors) and for particular businessneeds. The unit also actively promotes andsupports staff in the provision of on-the-jobtraining and coaching. Two issues of theDepartment’s training magazine –‘TrainingMatters’ – were published during 2004, updatingstaff on training plans and initiatives around theDepartment.
> PMDS Personal Development andTraining Plans
PMDS Personal Development and Training Plansare the primary mechanism of submittingtraining requests to SDU. During 2004, SDUreceived 460 Year 1 Personal Development andTraining Plans and by the end of 2004 hadreceived a total of 4,878 forms since thecommencement of PMDS. Also received were 839annual review forms, 421 Year 2 plans and 524 Year3 plans.
Sexton Cahill, Chairman of ETP Approvals Board,Michéal Martin, Minister for Enterprise, Tradeand Employment, Paula Lyons, former StaffDevelopment Unit DSFA and Rody Molloy, Director General of FÁS.
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> Training Provided
During 2004, 2,564 staff attended a total of 362SDU training courses involving 3,044.5 mandays.Courses delivered included Induction,Management Development, Interpersonal Skills,Writing Skills, Computer and PC Training. Inaddition, specialised training was provided forparticular roles within the organisation (e.g.Services Officers and Inspectors) and for particularbusiness needs. For example, for Inspectors, twotraining programmes were developed anddelivered to enable these staff perform new workpractices efficiently and effectively. 9 briefingsessions on the application of PRSI to certainbenefits-in-kind were delivered to 330 field staff,with a further 23 information sessions on thePRSAs attended by over 370 participants.
> Training Strategy
The draft Training and Development Strategy wasamended during 2004 to reflect the need for asubstantial investment in training anddevelopment to support the Government’sProgramme for Decentralisation. The strategy hasbeen developed in the context of the Frameworkfor Civil Service Training and Development (2004 -2008) by the Centre for ManagementOrganisation and Development (CMOD). Thisframework maps out a strategy for thedevelopment of training over 5 years within whicheach Government Department will develop itsown strategy and priorities.
The Department’s training strategy will define thescope and responsibility for training anddevelopment and a framework within whichtraining plans can be developed and will outlinethe environment and influences affecting thetraining function in the future. The strategy hasbeen developed in consultation with thePartnership Committees.
> Learning Centre
During 2004, SDU continued to cater for self-managed learning needs through its LearningCentre facility. A total of 600 requests were
received for material such as CD ROMs, books andvideos on topics relating to Group andInterpersonal Effectiveness, Managing for Results,Thinking Style and Problem Solving PersonalEffectiveness as well as Life Skills Material. Agreat deal of interest was also shown in the ITmaterial available. The Learning Centre has aninternal website (intranet) for all HQ staff whichcontains 75 course titles.
> Refund of Fees
For the academic year 2003/2004 there are 243staff members availing of the Refund of Feesscheme. This includes 7 people pursuing MastersDegrees (in Public Management, PublicAdministration, Social Policy, Business Studies,European Law, Internet Systems, StrategicManagement) and 151 pursuing courses in corestudy areas which include Business Studies andPublic Administration. This also includes fundingfor short courses of 16 weeks duration or less e.g.ECDL, which is being pursued by 51 people.
> Irish Language TrainingProgramme
Four specialised Irish language-trainingprogrammes were completed in 2004. Theseprogrammes were delivered to a number ofInspectors, Facilitators, and Social Welfare LocalOffice staff from the Western, Southern andEastern regions. Staff from the Pension ServicesOffice in Sligo and the Public Office in OisínHouse, Dublin also received specialised training.
The main objective of the training is to equipfront-line staff to deliver a quality customerservice through Irish. A further programme oftraining will be provided during 2005 to supportthe implementation of the Official Languages Act2003.
> Partnership
A key value and guiding principle of theDepartment is the recognition that effectivedelivery of our services and management of our
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work requires a partnership approach betweenmanagement, unions and staff.
The Department’s Partnership SteeringCommittee is supported by 5 regionalpartnerships and 36 local or special interestcommittees. The Steering Committee met on 8occasions in 2004.
Promoting Partnership in the DepartmentThe review of partnership and how it operates inthe Department, which began in 2003, wasfinalised during 2004. An Action Plan wasdeveloped over a number of areas and is nowbeing implemented.
Over the course of 2004, partnership also activelycontributed to and participated in initiatives such as:
- The Department’s Modernisation ActionPlan and progress reports (details of whichhave been outlined in Chapter 2);
- Attendance Management Policy;- Staff Climate and Attitudinal Survey under
PMDS;- Review of the HR Strategy;- Preparations for the new Internal Customer
Service Plan which will be finalised in 2005;and
- the Fiúntas awards (see below).
> FIÚNTAS - Employee RecognitionScheme
The Fiúntas Scheme is an exceptionalperformance award scheme whose purpose is toincrease staff motivation, to recognise exceptionalperformance and to encourage fresh input andfoster a climate of change. In 2004 a total of 94awards were made to 46 individuals and 48teams across a wide number of areas of theDepartment. The total expenditure was just over€177,000. Awards are publicised in the SocialAffairs magazine.
> Input Suggestion Scheme
In 2004, a total of 125 suggestions were receivedunder this scheme and, of these, 54 were deemedto be valid with 4 receiving awards and 38 stillunder consideration at the end of the year.
In 2004, 51 suggestions, which had beensubmitted between 2001 and 2004, wereimplemented. Of these, 22 suggestions resultedin confirmed savings of €331,314.
The annual INPUT Awards ceremony was held inDecember 2004. The event was a way ofacknowledging the successful suggestionssubmitted under the scheme during 2003 and2004. Some 25 award winners collected InputAward Certificates at the ceremony.
The Idea of the Year award and a bonus cheque of€500 went to a team of officers from the PensionServices Office who submitted a design for a userfriendly ready reckoner to enable customerscalculate their entitlements under the Retirementand Old Age Contributory Pension Schemes.
John Hynes S-G, Fidelma Cotter – Employee ofthe Year award winner, December 2004 and Mick Breathnach.
John Hynes, Secretary-General with PSO staff whoreceived the INPUT Idea of the Year award 2004
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> OBJECTIVE 10Resources will be allocated for the effective andefficient implementation of our objectives asoutlined in this Strategy Statement.
> Project Management
A Projects Governance Process is in place to ensurethat a corporate view is taken of competingrequirements and that resourcing decisions aresoundly based. The Projects Governance Committeemeets on a monthly basis to monitor progress withprojects and to review, where necessary, resourcingrequirements including allocations for consultancyunder the Department’s Administrative Budget. A
Project Management Framework is being developed to promote best practice in projectmanagement throughout the Department.
The Department established a Risk ManagementUnit to co-ordinate implementation of its riskmanagement programme. During 2004, this Unitpiloted the programme in 4 specific areas with aview to commencing the roll out across theDepartment during 2005.
> Staffing Reviews
The 3rd round of staff assessments for Local Offices(LO) was completed and a report was submitted.
Staffing resource impact analysis was carried outon 16 Local Offices, which took on the registrationand deciding of new One Parent Family claims in2004.Staffing reviews were also carried out in anumber of other business areas.
A staffing assessment was carried out to assessthe impact of the Habitual Residence Conditionthat was introduced in May 2004.
> Training, Development andEducation Resources
The organisation of the training resources withinthe Department reflects the significant staffingnumbers (some 4,700) and the wide geographical
spread of offices.SDU, based in Dublin, is the central training unitwith a staff of sixteen but works with, andsupports, the staff of the training units indecentralised headquarter buildings and anetwork of 58 Local Office Trainers basedthroughout the country. A separate Training Unitprovides specialist Information Systems training(ISDDU) for the staff of the IS Division and liaiseswith SDU as required. Training in the rollout ofPMDS has been managed separately under aPMDS Project Manager.
The annual training budget allocation for 2004was €0.96 million, of which €210,000 wasdelegated to Principal Officers for use in accessingexternal training courses in areas which theDepartment does not have the expertise orresources to provide. The training budget alsocovers funding for special training projects andthe Fees Refund Scheme.
> OBJECTIVE 11To operate Financial Management systems of thehighest quality.
> Management InformationFramework (MIF)
Improving financial management systems hasbeen identified as a priority for the civil servicechange and modernisation programme under theStrategic Management Initiative. A key elementof this reform process is the ManagementInformation Framework (MIF). The Departmentplaces the highest priority on the effectivemanagement of the resources for which it isresponsible and on having good financialmanagement and control systems in place. TheMIF project in the Department aims, therefore, atfacilitating better decision-making aboutallocation of resources, better management ofresources once allocated and a greatertransparency in and accountability for the use ofresources.
In 2004, good progress was made on theimplementation plan for the MIF. The main
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priority has been the development of new-stylemanagement reports. These provide a range ofinformation from which performance can beassessed. The development of these one-pagemanagement reports continued during the yearand management report templates weredeveloped for all of the main scheme areas of theDepartment. The process of automating thecompletion of the one-page reports for theregions was started.
On the costing system, an evaluation of theoptions available was undertaken. A costingmodel, which caters for the specific needs of theDepartment, was developed and approved by theMAC.
Work continued on refining the ManagementInformation data to improve its quality andconsistency. This exercise will enhance theDepartment’s ability to develop more detailedindicators so as to more accurately reflect thecomplex nature of the work.
Work also continued on the implementation ofthe MIF training and awareness strategy,including customisation of the centrallydeveloped MIF training programme. Progress ondeveloping the MAC level balanced scorecard willcontinue into 2005.
In 2002, the Department agreed to participate inthe Resource Allocation and Business Planningpilot project which sought to develop a model forlinking business planning and financialmanagement and facilitate effective monitoringof performance against outputs/outcomes. Thepilot was associated with the ongoingdevelopment of performance indicators and otheraspects of the MIF project. During 2004, theDepartment participated in the Steering Groupand inter-Departmental Working Group whichdeveloped the project under the overallsupervision of the Financial ManagementSubgroup of Secretaries General. A draft reportlinking the Department's estimates with outputsidentified by reference to the Statement ofStrategy was submitted to the Steering Group.The project continued into 2005.
> Change Management Fund
The Change Management Fund managed by theDepartment of Finance, supports Departments/Offices in their efforts to implement, in aneffective and co-ordinated manner, the strategicchange agenda under the SMI programme ofmodernisation. In 2004, the Department receivedsome €51,000 from the Fund for a number ofprojects, including:
- Elements of the Performance Managementand Development System trainingprogramme;
- The ‘What Now' Information Booklet for ex-offenders;
- Co-hosting of the North/South BenefitsInformation Seminar;
- Diversity awareness training for staff; and- Quality Accreditation under the Quality
Customer Service programme.
> Performance under PromptPayment Legislation
The Department complied with the provisions ofPrompt Payment legislation in 2004. In therelatively small number of cases where thestatutory time limit for payment was exceeded,the relevant amount of interest was included inthe total payment. In 2004, there were 29 latepayments, the value of which amounted to 0.09%of total payments. Prompt payment interestamounted to €789.42.
> Provising of EFT method ofpayment to Suppliers of goodsand services to the Department
In 2004, the Department commenced payingsuppliers of goods and services by electronicfunds transfer (EFT). This facility was extended totravel and subsistence payments for staff on 1November 2004. Up to 31 December 2004, a totalof 1,171 EFT payments issued to 514 suppliers/staffto a value of €12.8million.
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> OBJECTIVE 12To ensure Value for Money in all of the activities ofthe Department.
> Business Controls, Internal Audit& Audit Committee
As a vital element of the corporate governanceprocesses within the Department, the robustnessof its business control infrastructures wassubjected to continuous review, audit andenhancement during the year. All significantcontrol and governance issues andrecommendations brought to attention byinternal and external audit were responded to inwriting by management and enhancementsactioned as appropriate.
The recommendations in the (Mullarkey) Reportof the Working Group on the Accountability ofSecretaries General and Accounting Officers,which issued in January 2003, were actioned bythe Department in line with the timetablestherein.
The DSFA Audit Committee, which operates undera written charter and whose membership of sixincludes three external members (including theChairperson), is an integral part of theDepartment's corporate governance processes.The Audit Committee met on four occasionsduring 2004 and provided advice and guidance tothe Department in relation to business control,internal audit, risk management and othergovernance issues.
During 2004, the Internal Audit Unit – which is anindependent, objective, assurance and consultingactivity – provided audit reports, reviews,questionnaires and other audit activities inrespect of many aspects of the Department’sbusiness environment including social welfareschemes, head office areas, computer areas andSocial Welfare Local Offices.
The Internal Audit Unit provides advice andassurance to Management on matters relating(inter alia) to the Department’s systems ofbusiness control, to quality of performance and tobusiness risk.
> Facilities Management
In 2004, the Department introduced a new WasteManagement system with the emphasis onreducing the amount of waste going to landfilland increasing the amount to be recycled. Pilotedin the Dublin HQ buildings, progress on thisprogramme will be reviewed in 2005.
L to R : Eoin O Broin, Director of Regions, DSFA,Brian Duffy, Head of Internal Audit, DSFA, Pat Banahan, General Manager Internal Audit,VHI, Eddie Rice, Decisions Advisory Officer, DSFA,Sylda Langford, Assistant Secretary, Departmentof Justice, Equality & Law Reform and outgoingChairperson of DSFA Audit Committee 2004 and Michael Flynn, Director of Internal Audit,Department of Agriculture and Food and incomingChairperson of DSFA Audit Committee 2005.
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APPENDICES
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APPENDICES
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Appendix 1: Status Report on Organisational Targets for 2004
Clearance Time Target
Activity Standard StatusNew Claims Clearance Time(1) PerformanceOld Age Contributory Pension 55% in 6 weeks 44% AchievedRetirement Pension 80% in 5 weeks 49% AchievedWidow(er)’s Contributory Pension 80% in 5 weeks 82% AchievedOld Age (Non-Contributory) Pension 65% in 8 weeks 63% AchievedWidow(er)’s (Non-Contributory) Pension & One Parent Family Payment (Widow) 75% in 8 weeks 84% AchievedOne-Parent Family – (Unmarried Parent) 55% in 8 weeks 14% AchievedOne-Parent Family – (Separated Spouse) 65% in 13 weeks 24% AchievedFree Schemes 70% in 7 weeks 72% AchievedBereavement (PSO) 80% in 3 weeks 61% AchievedBereavement (Longford) 80% in 3 weeks 67% AchievedInvalidity Pension 70% in 9 weeks 69% AchievedFamily Income Supplement 70% in 3 weeks 44% AchievedDisability Allowance 70% in 13 weeks 71% AchievedCarers 70% in 13 weeks 50% AchievedUnemployment Benefit – All Claims 85% in 2 weeks 68% AchievedUnemployment Assistance – All Claims 70% in 2 weeks 56% AchievedDisability Benefit 90% in 1 week 57% AchievedOccupational Injury Benefit – Interim Disability Benefit 85% in 1 week 70% AchievedMaternity (before commencement of benefit) 80% 78% AchievedTreatment Benefit 90% in 2 weeks 72% AchievedChild Benefit 90% in 1 week 76% Achieved
ArrearsPSO (Sligo) 80% in 3 weeks 87% AchievedLongford SWS 80% in 3 weeks 76% Achieved
1 Clearance time: elapsed time from date of receipt of claim to date of decision.
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APPENDIX 2: SUMMARY OF DSFA BUDGET PACKAGE 2005
COST2005 Full Year€m €m
1 Delivering Income Support 678.82 678.822 Support to Work 17.73 19.363 Fighting Child and Family Poverty 118.99 155.244 Supporting Persons with Disabilities and their Carers 18.61 20.58
Total 834.15 874.00
DETAILS OF DSFA BUDGET PACKAGE 2005
Proposal1. Delivering Income Support
Personal Rates of Payment€12 increase in the personal rate of payment for all pensioners aged 66 or over (65 in the case of Retirement and Invalidity Pension); special €14 increase in the personal rate of all lower payments. Proportionate increases for all persons in receipt of reduced rates. [January 2005]
QAA Rates of Payment€9.30 per week increase for OACP, Retirement Pension and Invalidity Pension QAAs aged 66 and over; €10 per week increase for Invalidity Pension QAA aged under 66; €8 per week increase for OACP and Retirement Pension QAAs aged under 66; €7.90 per week increase for OAP QAAs aged under 66 and a €9.30 per week increase for all other QAAs.Proportionate increases for all persons in receipt of reduced rates.[January 2005]
Maternity BenefitIncrease the minimum rate of Maternity Benefit by €14 per week,from €151.60 to €165.60. [January 2005]
Maternity & Adoptive BenefitIncrease the rate of Maternity Benefit from 70% to 75% of reckonable weekly earnings. [January 2005]
678.82 678.82
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APPENDIX 2: SUMMARY OF DSFA BUDGET PACKAGE 2005 (continued)
COST2005 Full Year
Proposal €m €m2. Support to Work
Family Income Supplement (FIS)Increase all FIS earnings thresholds by €39 per week. [January 2005]
Back to Education AllowanceIncrease the Cost of Education Allowance by €146, from €254 to €400 per annum and reduce the qualifying period by three months, from 15 to 12 months. [September 2005]
Qualified Adult Allowances (QAAs)Increase the upper ceiling for entitlement to tapered QAA payments by €10, from €210 to €220 per week.[January 2005]
One Parent Family PaymentIntroduce a transitional half-rate payment (of six months duration) of One Parent Family Payment where recipients' income exceeds €293 per week. [January 2005]
17.73 19.36
Proposal3. Fighting Child and Family Poverty
Child BenefitIncrease the Child Benefit Lower Rate by €10.00 and the Higher Rate by €12.00 per month. New monthly rates are €141.60 and €177.30 per month,respectively. [April 2005]
Child Dependant AllowanceIncrease the income threshold for entitlement to half-rate CDA with UB,DB, IB and H&S Benefit by €50, from €300 to €350 per week. [January 2005]
Creche SupplementProvide funding for:- (1) the continued support in 2005 of existing recipients,- (2) the support of new cases referred by Health Sector Personal Social
Services Professionals and- (3) the support of community creches (subject to discussions with the
Ministers for Health and Children and Justice, Equality and Law Reform).[2005]
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APPENDIX 2: SUMMARY OF DSFA BUDGET PACKAGE 2005 (continued)
COST2005 Full Year€m €m
Diet SupplementIntroduce improvements in the Diet Supplement scheme in the contextof the report on the cost of dietary requirements carried out by the Irish Nutrition and Dietetic Institute. [2005]
Rent Supplement- Additional criteria for Rent Supplement eligibility- Allow Rent Supplement to remain in payment unless a third offer of
local authority accommodation has been refused (replacing the eligibility requirement that a person cannot refuse more than two reasonable offers of local authority accommodation). [January 2005]
Rent and Mortgage Interest Supplement- Increase the income disregard for entitlement to Rent and Mortgage
Interest Supplement by €10, from €50 to €60 per week. [January 2005]
Unemployment AssistanceAbolish the assessment of Benefit and Privilege for UA recipients aged 26.[April 2005]
Family Resource CentreFunding for the expansion of the Family and Resource Centre Programme[2005]
Marriage/Family CounsellingIncrease in Grants for Marriage/ Family Counselling [2005]
Family Mediation ServiceFunding for the upgrade of premises and computer systems for the Family Mediation Service [2005]
Information & Families Research ProgrammeFunding for the launch and promotion of the second phase of the Families Research Programme. [2005]
Family Support AgencyAdditional funding for the development of the Family Support Agency's information and dissemination role. [2005]
MABSAdditional funding for the Money Advice & Budgeting Service [2005]
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APPENDIX 2: SUMMARY OF DSFA BUDGET PACKAGE 2005 (continued)
COST2005 Full Year€m €m
Special Funding for MABSSpecial funding for development of additional MABS services [2005]
ComhairleAdditional funding for Comhairle. [2005]
ComhairleSpecial funding for the development of Comhairle's communications strategy. [2005]
Combat Poverty AgencyAdditional funding for Practice to Policy Programme operated by the Combat Poverty Agency. [2005]
Assessment of CapitalIncrease the amount of capital disregarded for the means test purposes for all schemes (except SWA) from €12,694.38 to €20,000, an increase of €7,302.62. [June 2005]
118.99 155.24
Proposal4. Supporting Persons with Disabilities and their Carers.
Respite Care GrantExtend entitlement to the Respite Care Grant to persons providing full time care and attention (excluding those working over 10 hours per week and those on unemployment payments) [June 2005]
Extend entitlement to Respite Care Grant in respect of each care recipient(currently payable in respect of 2 care recipients only) [June 2005]
Increase the rate of Respite Care Grant by €165, from €835 to €1,000 for each care recipient. [June 2005]
Carer's AllowanceIncrease the income disregard from €250 (single)/€500 (couple) per week to €270 (single)/€540 (couple) per week; increases of €20 and €40 per week, respectively. [April 2005]
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APPENDIX 2: SUMMARY OF DSFA BUDGET PACKAGE 2005 (continued)
COST2005 Full Year€m €m
Carer's BenefitIncrease the earnings limit for Carer's Benefit recipients who work outside the home by €120 per week, from €150 to €270 per week.[April 2005]
Abolish the condition that a recipient of Carer's Benefit must have been in employment in the three months immediately prior to commencement of full-time caring. [April 2005]
Disability AllowanceExtend entitlement to a transitional Disability Allowance weekly rate of €35 to all persons resident in institutional/residential settings.[June 2005]
Injury BenefitExtend entitlement to full rate Injury Benefit where a person is also in receiptof Disablement Benefit, thereby aligning the Injury Benefit provisions with those of Disability Benefit. [April 2005]
Disability BenefitExtend entitlement to full-rate DB to claimants transferring from Long-Term Unemployment Assistance who have a total of 260 contributions paid.[May 2005]
Disability BenefitAllow a choice of using either of the two previous Relevant Tax Years to satisfy contribution conditions for receipt of Disability Benefit immediately following payment of Occupational Injury Benefit. [April 2005]
Advocacy Service for People with DisabilitiesSpecial funding for Comhairle to begin preparatory work towards the setting up of a personal advocacy service for persons with disabilities. [2005]
Free FuelExtend entitlement to the Smokeless Fuel Allowance to those in receipt of Occupational Injury Benefit for 13 weeks or more. [October 2005]
18.61 20.58
TOTAL: 834.15 874.00
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Appendix 3: Expenditure on Social Welfare by Payment Type, 2003 and 2004
2003 2004Type of Payment Provisional Change
€000 €000 %
Old Age (Contributory) Pension 946,902 1,050,348 10.9%Retirement Pension 898,981 983,706 9.4%Old Age (Non-Contributory) Pension 565,006 599,988 6.2%Pre-Retirement Allowance 89,077 94,726 6.3%
Total Old Age 2,499,966 2,728,768 9.2%
Widow/er's (Contributory) Pension 826,135 906,450 9.7%Widow/er's (Non-Contributory) Pension 116,834 122,300 4.7%Deserted Wife's Benefit 89,234 89,749 0.6%Deserted Wife's Allowance 10,605 10,967 3.4%Prisoner's Wife's Allowance 13 15 15.4%One Parent Family Payment 660,586 694,835 5.2%Widowed Parent Grant (Contributory) 2,867 3,068 7.0%Widowed Parent Grant ( Non-Contributory) 290 323 11.4%
Total Widows, Widowers and One Parent Families 1,706,564 1,827,707 7.1%
Maternity Benefit 107,336 121,572 13.3%Health and Safety Benefit 213 144 -32.4%Adoptive Benefit 532 609 14.5%Orphan's (Contributory) Allowance 8,895 9,659 8.6%Orphan's (Non-Contributory) Pension 5,805 6,223 7.2%Child Benefit 1,666,530 1,765,117 5.9%
Total Child Related Payments 1,789,311 1,903,324 6.4%
Disability Benefit 433,455 478,996 10.5%Invalidity Pension 440,263 487,376 10.7%Injury Benefit 11,883 13,599 14.4%Disablement Benefit 60,810 62,599 2.9%Death Benefit 5,813 6,185 6.4%Disability Allowance 463,608 544,489 17.4%Medical Care 251 275 9.6%Carer's Allowance 183,273 210,277 14.7%Carer's Benefit 6,943 7,698 10.9%Blind Person's Pension 14,816 15,868 7.1%
Total Illness, Disability and Caring 1,621,115 1,827,362 12.7%
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Appendix 3: Expenditure on Social Welfare by Payment Type, 2003 and 2004
2003 2004Type of Payment Provisional Change
€000 €000 %
Unemployment Benefit 477,129 455,544 -4.5%Unemployment Assistance 565,952 613,817 8.5%
Total Unemployment Supports 1,043,081 1,069,361 2.5%
Family Income Supplement 45,360 55,812 23.0%Employment Support Services (1) 139,407 115,956 -16.8%Farm Assist 62,806 66,343 5.6%
Total Employment Supports 247,573 238,111 -3.8%
Supplementary Welfare Allowance 587,813 601,582 2.3%
Total Supplementary Welfare Allowance 587,813 601,582 2.3%
Treatment Benefits (1) 63,348 70,455 11.2%Rent Allowance 675 754 11.7%Free Schemes (1) 340,514 364,272 7.0%Miscellaneous (1) 68,489 76,767 12.1%Equal Treatment - Insurance payments 5 1 -80.0%Equal Treatment- Assistance payments 0 - - Redundancy and Insolvency (2) 97,636 147,722 51.3%
Total Miscellaneous Payments and Grants 570,667 659,971 15.6%
Administration - Insurance Schemes 184,042 191,313 4.0%Administration - Assistance Schemes 242,987 243,566 0.2%
Total Administration 427,029 434,879 1.8%
Grand Total 10,493,119 11,291,065 7.6%
(1) See Additional Expenditure Details in Table A4.(2) These schemes are administered by the Department of Enterprise, Trade and Employment.
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APPENDIX 4: LEGISLATION ENACTEDIN 2004
A number of primary and secondary legislativeinitiatives were introduced in 2004 as follows:
1) Civil Registration Act 2004 (Number 3 of 2004)
2) Social Welfare (Miscellaneous Provisions) Act2004 (Number 9 of 2004)
3) Social Welfare Act 2004 (Number 41 of 2004)
The following Regulations listed below weresigned into legislation by the Minister for Socialand Family Affairs during the course of 2004:
S.I. No. 8 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT, 2002(SECTION 16) (COMMENCEMENT) ORDER, 2004
This Order provides for the commencement of thefollowing items of the Schedule to the SocialWelfare (Miscellaneous Provisions) Act, 2002 in sofar as it relates to the Districts of Limerick,Nenagh, East Clare and Limerick West: Item 3 ofPart 4, Items 1, 2, 5, 6, 8 and 9 of Part 5 and Item 2of Part 6. These items provide for amendments tothe Registration of Births and Deaths (Ireland)Acts and the Marriages (Ireland) Acts.
The commencement of these provisions isnecessary to enable the electronic registration ofbirths and deaths in the Civil Registration Officein Limerick from 19 January 2004 and in Nenagh,East Clare and Limerick West from 26 January,2004 and to allow for the capture of additionalinformation at the time of registration.
S.I. No. 9 of 2004 SOCIAL WELFARE(CONSOLIDATED PAYMENTS PROVISIONS)(AMENDMENT) (NO.1) (QUALIFIED CHILDINCREASE) REGULATIONS, 2004
The Social Welfare Act, 2003 provided that, witheffect from 19 January 2004, any increase for aqualified child applicable to UnemploymentBenefit, Disability Benefit, Injury Benefit andHealth and Safety Benefit will be payable onlywhere the weekly income of the spouse or
partner of the claimant does not exceed aprescribed amount. These Regulations providethat the prescribed amount shall be EUR 300 per week.
S.I. No. 17 of 2004 SOCIAL WELFARE(CONSOLIDATED PAYMENTS PROVISIONS)(AMENDMENT) (OVERLAPPING PAYMENTS)REGULATIONS, 2004
These Regulations provide for the removal of theentitlement to half-rate Disability Benefit, InjuryBenefit, Unemployment Benefit, UnemployabilitySupplement, Maternity Benefit, Adoptive Benefitand Health and Safety Benefit where the recipientis in receipt of Widow/ers Pensions or One-ParentFamily Payment (OPFP), as announced in Budget2004.
The Regulations provide that where a person is inreceipt of a reduced rate widow/er's pension orOPFP and has an entitlement to Disability Benefit,Injury Benefit, Unemployment Benefit,Unemployability Supplement, Maternity Benefit,Adoptive Benefit or Health and Safety Benefit at ahigher rate of payment, he or she may continue toreceive the Widow/er's pension or OPFP andreceive a "top-up" by way of the benefit payment.
The amount of the top-up payment will be thedifference between the maximum rate of benefitto which the person is entitled, and the reducedrate of Widow/er's pension or OPFP he or shereceives.
The Regulations also contain a saver whichprovides that a person who is in receipt of half-rate benefit and a Widow/er's pension or OPFPprior to the commencement of these Regulations,will continue to receive such overlappingpayments for the duration of his or her claim.
S.I. No. 49 of 2004 OCCUPATIONAL PENSIONSCHEMES (REVALUATION) REGULATIONS, 2004
Section 33 of the Pensions Act, 1990 (as amendedby section 21 of the Pensions (Amendment) Act,2002) provides that the Minister for Social andFamily Affairs, after consultation with the Ministerfor Finance, shall, in respect of each revaluationyear, make Regulations specifying the percentage
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which shall determine the amount by whichpreserved benefit is to be increased in that year.This Regulation provides for a revaluationpercentage of 3.5% for 2003.
S.I. No. 75 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT, 2002 (SECTION16) (No. 1) (COMMENCEMENT) ORDER, 2004
This Order provides for the commencement of thefollowing items of the Schedule to the SocialWelfare (Miscellaneous Provisions) Act, 2002 in sofar as it relates to the Districts of Kilmallock,Thurles and Roscrea: Item 3 of Part 4, Items 1, 2, 5,6, 8 and 9 of Part 5 and Item 2 of Part 6. Theseitems provide for amendments to the Registrationof Births and Deaths (Ireland) Acts and theMarriages (Ireland) Acts.
The commencement of these provisions isnecessary to enable the electronic registration ofbirths and deaths in the Civil Registration Officein Kilmallock from 9 February 2004, in Thurlesfrom 11 February 2004 and in Roscrea from 13February 2004 and to allow for the capture ofadditional information at the time of registration.
S.I. No. 77 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT, 2002 (SECTION16) (No. 2) (COMMENCEMENT ORDER), 2004
This Order provides for the commencement of thefollowing items of the Schedule to the SocialWelfare (Miscellaneous Provisions) Act, 2002 in sofar as it relates to the Districts of Kilrush andEnnistymon: Item 3 of Part 4, Items 1, 2, 5, 6, 8 and9 of Part 5 and Item 2 of Part 6. These itemsprovide for amendments to the Registration ofBirths and Deaths (Ireland) Acts and theMarriages (Ireland) Acts.
The commencement of these provisions isnecessary to enable the electronic registration ofbirths and deaths in the Civil Registration Officein Kilrush from 23 February 2004 and inEnnistymon from 25 February 2004, and to allowfor the capture of additional information at thetime of registration.
S.I. No. 97 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT, 2002 (SECTION
16) (No. 3) (COMMENCEMENT) ORDER, 2004
This Order provides for the commencement of thefollowing items of the Schedule to the SocialWelfare (Miscellaneous Provisions) Act, 2002 in sofar as it relates to the Districts of Letterkenny,Leitrim and Stranorlar: Item 3 of Part 4, Items 1, 2,5, 6, 8 and 9 of Part 5 and Item 2 of Part 6. Theseitems provide for amendments to the Registrationof Births and Deaths (Ireland) Acts and theMarriages (Ireland) Acts.
The commencement of these provisions isnecessary to enable the electronic registration ofbirths and deaths in the Civil Registration Officesin Letterkenny, Leitrim and Stranorlar from 16March 2004 and to allow for the capture ofadditional information at the time of registration.
S.I. No. 125 of 2004 SOCIAL WELFARE(CONSOLIDATED PAYMENTS PROVISIONS)(AMENDMENT) (No. 2) REGULATIONS, 2004
These Regulations provide for increases in theincome disregarded for the purposes of Carer'sAllowance. In the case of a single person, theincrease is EUR 40, bringing the total amount ofthe disregard to EUR 250 per week. In the case ofa married person, the disregard is increased byEUR 80, giving a new total of EUR 500 per week.These changes take effect from 1 April, 2004.
The Regulations also provide for an improvementin the assessment of benefit and privilege forUnemployment Assistance and Pre-RetirementAllowance. In the case of persons aged 27 yearsand over who are living in the parental home, theassessment of benefit and privilege will beabolished with effect from 7 April, 2004.
S.I. No. 141 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT, 2004(SECTIONS 22 & 23 (COMMENCEMENT) ORDER,2004)
This Order provides for the commencement ofSections 22 and 23 of the Social Welfare(Miscellaneous Provisions) Act, 2004.
Section 22 provides for the substitution of theexisting Part VII of the Pensions Act 1990. Part VII
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currently provides for equal treatment of men andwomen in Occupational Benefit Schemes. Thisnew Part will further provide, inter alia, for theimplementation of Council Directive 2000/43/ECof 29th June 2000 implementing the principle ofequal treatment between persons irrespective ofracial or ethnic origin (Race Directive) and2000/78/EC of 27th November 2000, establishinga general framework for equal treatment inemployment and occupation (FrameworkEmployment Directive) as they apply toOccupational Pensions.
These Directives relate to discrimination ongrounds of sexual orientation, religion, age, raceand disability. It is also proposed to extend PartVII to include the grounds of marital and familystatus and the Traveller Community Ground.
Section 23 provides for some miscellaneousamendments to other sections of the PensionsAct which are mainly technical in nature andsome of which are consequential on the equaltreatment provisions.
S.I. No. 145 of 2004 SOCIAL WELFARE(CONSOLIDATED PAYMENTS PROVISIONS)(AMENDMENT) (No. 3) (OVERLAPPING PAYMENTS)REGULATIONS, 2004
These Regulations provide for the restoration ofthe entitlement to half-rate Disability Benefit,Injury Benefit, Unemployment Benefit,Unemployability Supplement, Maternity Benefit,Adoptive Benefit or Health and Safety Benefitwhich was payable to recipients of Widow/ersPension and One-parent Family Payment prior to19 January 2004.
S.I. No. 158 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT, 2002 (SECTION16) (No. 4) (COMMENCEMENT) ORDER, 2004
This Order provides for the commencement of thefollowing items of the Schedule to the SocialWelfare (Miscellaneous Provisions) Act, 2002 in sofar as it relates to the Districts of Kenmare,Castletownbere and Dingle: Item 3 of Part 4, Items1, 2, 5, 6, 8 and 9 of Part 5 and Item 2 of Part 6.These items provide for amendments to the
Registration of Births and Deaths (Ireland) Actsand the Marriages (Ireland) Acts.
The commencement of these provisions isnecessary to enable the electronic registration ofbirths and deaths in the Civil Registration Officesin Kenmare and Castletownbere from 13 April2004 and in Dingle from 20 April 2004 and toallow for the capture of additional information atthe time of registration.
S.I. No. 159 of 2004 SOCIAL WELFARE(TRANSITIONAL ARRANGEMENTS)(ALIGNMENT OF INCOME TAX YEAR WITH
CALENDAR YEAR) REGULATIONS, 2004
These Regulations provide for the continuation ofthe transitional arrangements necessary topreserve entitlement to social insurance-basedbenefits, consequent on the alignment of theincome tax and calendar years with effect from 1January, 2001.
Article 3(1) provides that in the Benefit year 2004(i.e. the period 5 January 2004 to 2 January 2005),for the purposes of qualifying for DisabilityBenefit and Unemployment Benefit, theappropriate Governing Contribution Year will bethe contribution year commencing on 1 January2002 and ending 31 December, 2002.
Maternity and Adoptive Benefit payment rates aredetermined on the basis of a woman's reckonableearnings in the last complete income tax yearbefore the beginning of the Benefit Year in whichthe claim is made. Article 3(2) provides that in the2004 Benefit Year, the Income Tax Year 1 January2002 to 31 December, 2002 will be applicable.
Article 3(3) provides that, for the purposes ofdetermining entitlement to Health and SafetyBenefit in the Benefit Year 2004, the appropriateGoverning Contribution Year will be 1 January 2002 to 31 December, 2002.
Article 3(4) provides that, for the purposes ofdetermining entitlement to Treatment Benefit inthe Benefit Year 2004, the appropriate RelevantContribution Year will be January 2002 toDecember, 2002.
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S.I. No. 184 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT, 2004(SECTION 17) (COMMENCEMENT) ORDER, 2004
This Order provides for the commencement ofSection 17 of the Social Welfare (MiscellaneousProvisions) Act, 2004 with effect from 1 May 2004.Section 17 provides for the introduction ofHabitual Residence as a condition for qualificationto certain social welfare payments.
This condition will require a person who makes anapplication for social assistance, on or after 1 May2004, to be habitually resident in the State or therest of the Common Travel Area (Great Britain,Northern Ireland, the Channel Islands and the Isleof Man) for a substantial continuous period. If heor she has been present in the State for less thanthe 2 year period it shall be presumed that he orshe is not habitually resident, and the onus will beon him or her to prove otherwise.
The habitual residence condition will apply to thefollowing social assistance payments:
- Unemployment Assistance- Old Age (Non-Contributory) and Blind
Pensions- Widow(er)'s and Orphan's (Non-
Contributory) Pensions - One-Parent Family Payment- Carer's Allowance- Disability Allowance - Supplementary Welfare Allowance (other
than once off exceptional and urgent needspayments)
It will also apply to persons claiming Child Benefit.
S.I. No. 194 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT, 2002 (SECTION16) (No. 5) (COMMENCEMENT) ORDER, 2004
This Order provides for the commencement of thefollowing items of the Schedule to the SocialWelfare (Miscellaneous Provisions) Act, 2002 in sofar as it relates to the Districts of Monaghan andDrogheda: Item 3 of Part 4, Items 1, 2, 5, 6, 8 and 9of Part 5 and Item 2 of Part 6. These items providefor amendments to the Registration of Births and
Deaths (Ireland) Acts and the Marriages (Ireland)Acts.
The commencement of these provisions is necessaryto enable the electronic registration of births anddeaths in the Civil Registration Offices in Monaghanfrom 27 April 2004 and in Drogheda from the 28April 2004 and to allow for the capture of additionalinformation at the time of registration.
S.I. No. 233 of 2004OCCUPATIONAL PENSION SCHEMES(ANNUAL REPORTS) REGULATIONS, 2004
Section 55(5) of the Pensions Act provides that,where an annual report prepared in respect of adefined benefit scheme does not contain astatement in relation to the funding of thatscheme in accordance with Section 55(3) or (4), orcontains a statement but the actuary does notstate that the scheme satisfies the fundingstandard, the trustees must notify the PensionsBoard to that effect within such time limit as maybe prescribed.
The annual report is required to be madeavailable to members not later than nine monthsafter the end of the scheme year to which itrelates or such later date as may be approved bythe Board. This regulation sets a time limit of notlater than four weeks after this date for trusteesto provide such notification to the Board.
S.I. No. 250 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT, 2002 (SECTION16) (No. 6) (COMMENCEMENT) ORDER, 2004
This Order provides for the commencement of thefollowing items of the Schedule to the SocialWelfare (Miscellaneous Provisions) Act, 2002 in sofar as it relates to the Districts of Navan andGalway: Item 3 of Part 4, Items 1, 2, 5, 6, 8 and 9 ofPart 5 and Item 2 of Part 6. These items providefor amendments to the Registration of Births andDeaths (Ireland) Acts and the Marriages (Ireland)Acts.
The commencement of these provisions isnecessary to enable the electronic registration ofbirths and deaths in the Civil Registration Offices
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in Navan and Galway from 12 May 2004 and toallow for the capture of additional information atthe time of registration.
S.I. No. 375 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT, 2002 (SECTION16) (No. 7) (COMMENCEMENT) ORDER, 2004
This Order provides for the commencement of thefollowing items of the Schedule to the SocialWelfare (Miscellaneous Provisions) Act, 2002 in sofar as it relates to the Districts of Mayo andRoscommon: Item 3 of Part 4, Items 1, 2, 5, 6, 8 and9 of Part 5 and Item 2 of Part 6. These itemsprovide for amendments to the Registration ofBirths and Deaths (Ireland) Acts and theMarriages (Ireland) Acts.
The commencement of these provisions isnecessary to enable the electronic registration ofbirths and deaths in the Civil Registration Officesin Mayo from 2 June 2004 and in Roscommonfrom 3 June 2004 and to allow for the capture ofadditional information at the time of registration.
S.I. No. 406 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT, 2004(SECTIONS 13 & 16) (COMMENCEMENT) ORDER,2004
This Order provides for the commencement ofSections 13 and 16 of the Social Welfare(Miscellaneous Provisions) Act, 2004.
Sections 13 and 16 provide for technicalamendments to the definitions of PRSI, containedin the Social Welfare (Consolidation) Act 1993,consequential on the Budget 2003 measure tocharge PRSI and levies on certain benefits-in-kind.The amendments provide for the deletion of thedefinition of 'emoluments' and a minoradjustment to the definition of 'reckonableearnings'. These amendments will come intoeffect from 1 January 2004.
S.I. No. 428 of 2004 SOCIAL WELFARE(CONSOLIDATED CONTRIBUTIONS ANDINSURABILITY) (AMENDMENT) REGULATIONS, 2004
These Regulations amend the Social Welfare(Consolidated Contributions and Insurability)
Regulations, 1996, to provide for an exemptionfrom PRSI on the return on certain foreign fundsand life policies. These Regulations are required inorder to harmonise, for PRSI purposes, treatmentof similar domestic funds and policies.
S.I. No. 429 of 2004 SOCIAL WELFARE(CONSOLIDATED CONTRIBUTIONS ANDINSURABILITY) (AMENDMENT) (No. 1)REGULATIONS, 2004
These Regulations amend the Social Welfare(Consolidated Contributions and Insurability)Regulations, 1996, to prescribe, for the purposes ofSections 10(12) and 18(4) of the Social Welfare(Consolidation) Act, 1993, Section 985B of theTaxes Consolidation Act, 1997. This part of the TaxCode will be used to govern the payment of PRSIin relation to benefits-in-kind which are minorand irregular in nature.
S.I. No. 450 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT, 2002 (SECTION16) (No. 8) (COMMENCEMENT) ORDER, 2004
This Order provides for the commencement of thefollowing items of the Schedule to the SocialWelfare (Miscellaneous Provisions) Act, 2002 in sofar as it relates to the Districts of Dublin, DublinSouth City, Naas and Wicklow: Item 3 of Part 4,Items 1, 2, 5, 6, 8 and 9 of Part 5 and Item 2 of Part6. These items provide for amendments to theRegistration of Births and Deaths (Ireland) Actsand the Marriages (Ireland) Acts.
The commencement of these provisions isnecessary to enable the electronic registration ofbirths and deaths in the Civil Registration Officesin Dublin from 3 August 2004, in Dublin SouthCity 4 from 5 August 2004, in Naas from 9 August2004, and in Wicklow from 11 August and to allowfor the capture of additional information at thetime of registration.
S.I. No. 657 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT, 2002 (SECTION16) (No. 9) (COMMENCEMENT) ORDER, 2004
This Order provides for the commencement of thefollowing items of the Schedule to the SocialWelfare (Miscellaneous Provisions) Act, 2002 in so
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far as it relates to the District of Waterford: Item 3of Part 4, Items 1, 2, 5, 6, 8 and 9 of Part 5 and Item2 of Part 6. These items provide for amendmentsto the Registration of Births and Deaths (Ireland)Acts and the Marriages (Ireland) Acts.
The commencement of these provisions isnecessary to enable the electronic registration ofbirths and deaths in the Civil Registration Officein Waterford from 11 October 2004 and to allowfor the capture of additional information at thetime of registration.
S.I. No. 658 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT, 2004(SECTION 8) (COMMENCEMENT) ORDER, 2004
This Order provides for the commencement ofSection 8 of the Social Welfare (MiscellaneousProvisions) Act, 2004.
The Maternity Protection (Amendment) Act 2004provides for a range of improvements in thematernity leave arrangements arising from therecommendations of the Working Group on theReview and Improvement of the MaternityProtection Legislation. Section 8 of the SocialWelfare (Miscellaneous Provisions) Act, 2004provides for a number of amendments to theMaternity Benefit scheme consequent on theamendments to maternity leave. Theseamendments provide for:
(a) a reduction from 4 weeks to 2 weeks in theminimum period of Maternity Benefit whichmust be taken before the expected date ofbirth, and consequential amendments, and
(b) the power to make Regulations to allow forthe splitting of the period of Maternity Benefitin situations where the infant is hospitalised.
S.I. No. 660 of 2004 SOCIAL WELFARE(CONSOLIDATED PAYMENTS PROVISIONS)(AMENDMENT) (NO.4) (MATERNITY BENEFIT)REGULATIONS 2004
The Maternity Protection (Amendment) Act 2004amended the provisions governing maternityleave, by reducing the minimum period of leavewhich must be availed of prior to the expected
date of birth from 4 weeks to 2 weeks, andproviding that the continuous period of maternityleave may be postponed where the child ishospitalised.
These Regulations reflect these amendments,with effect from 18 October, 2004, for thepurposes of the Maternity Benefit scheme, byproviding as follows:
- The minimum payment period prior to theexpected date of birth will be 2 weeks; and
- Where Maternity Benefit has been inpayment for a minimum period of 14weeks, payment may be postponed in theevent of the hospitalisation of the child.
- The Regulations further provide that anapplication to postpone payment must bemade in writing; that the maximumduration of the postponement of benefitwill be six months, and that payment willresume within seven days followingwritten notification of the discharge of thechild from hospital. Payment will thencontinue until completion of the period ofentitlement to benefit.
S.I. No. 689 of 2004 SOCIAL WELFARE(TEMPORARY PROVISIONS) REGULATIONS, 2004
These Regulations provide for the payment of aChristmas Bonus to long-term social welfarerecipients, equivalent to 100% of their normalweekly payments, subject to a minimum paymentof EUR 30. The bonus payment applies torecipients of –
- Disablement Pension,- Death Benefit by way of pension,- Old Age (Contributory and Non-
Contributory) Pension,- Retirement Pension,- Invalidity Pension,- Widow's and Widower's (Non-Contributory)
Pension,- Widow's and Widower's (Contributory)
Pension,- Orphan's (Contributory and Non-
Contributory) Pension,- Pre-Retirement Allowance,
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- Blind Pension,- Carer's Allowance,- One-Parent Family Payment,- relevant payments under section 18(1) of
the Social Welfare Act, 1996 (formerlyDeserted Wife's Benefit and Allowance andPrisoner's Wife's Allowance),
- Unemployment Assistance at the long-term rate,
- Disability Allowance; and- Farm Assist.
S.I. No. 735 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT 2002(SECTION 16) (No.10) (COMMENCEMENT) ORDER2004
This Order provides for the commencement of thefollowing items of the Schedule to the SocialWelfare (Miscellaneous Provisions) Act, 2002 in sofar as it relates to the District of Wexford: Item 3of Part 4, Items 1, 2, 5, 6, 8 and 9 of Part 5 and Item2 of Part 6. These items provide for amendmentsto the Registration of Births and Deaths (Ireland)Acts and the Marriages (Ireland) Acts.
The commencement of these provisions isnecessary to enable the electronic registration ofbirths and deaths in the Civil Registration Officein Wexford from 29 November 2004 and to allowfor the capture of additional information at thetime of registration.
S.I. No. 756 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT, 2004(SECTION 9) (COMMENCEMENT) ORDER, 2004
This Order provides for the commencement ofSection 9 of the Social Welfare (MiscellaneousProvisions) Act, 2004.
The Adoptive Leave Act 1995 (Extension of Periodsof Leave) Order 2004 provides for an increase inthe period of adoptive leave, permitted under theAdoptive Leave Act 1995, from 14 to 16 weeks.Section 9 of the Miscellaneous Provisions Act,2004 provides for the consequential increase inthe number of weeks for which adoptive benefitis payable, from 14 to 16 weeks. This amendmenttakes effect from 19 November 2004.
S.I. No. 802 of 2004 SOCIAL WELFARE(MISCELLANEOUS PROVISIONS) ACT 2002(SECTION 16) (No.11) (COMMENCEMENT) ORDER2004
This Order provides for the commencement of thefollowing items of the Schedule to the SocialWelfare (Miscellaneous Provisions) Act 2002 in sofar as it relates to the Districts of Portlaoise,Mullingar, Dundalk and Cavan: Item 3 of Part 4,Items 1, 2, 5, 6, 8 and 9 of Part 5 and Item 2 of Part6. These items provide for amendments to theRegistration of Births and Deaths (Ireland) Actsand the Marriages (Ireland) Acts.
The commencement of these provisions isnecessary to enable the electronic registration ofbirths and deaths in the Civil Registration Officein the District of Portlaoise from 13 December2004, in the District of Mullingar from 14December 2004, in the District of Dundalk from 17December 2004, and in the District of Cavan from20 December 2004. It will also allow for thecapture of additional information at the time ofregistration.
S.I. No. 845 of 2004 SOCIAL WELFARE(OCCUPATIONAL INJURIES) (AMENDMENT)REGULATIONS 2004
The Social Welfare Act 2004 provides for increasesin the maximum rates of benefits payable underthe Occupational Injuries Benefits scheme arisingfrom Budget 2005. These Regulations provide forincreases in the reduced rates of the followingOccupational Injuries benefits:
- in respect of Disablement Gratuitiesappropriate to degrees of disablementassessed at 19% or less with effect from 3January 2005,
- in respect of Disablement Pension payablein lieu of such Gratuities, with effect from 7January 2005, and
- in respect of Injury Benefit payable topersons under the age of sixteen witheffect from 3 January 2005.
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S.I. No. 846 of 2004 SOCIAL WELFARE(CONSOLIDATED PAYMENTS PROVISIONS)(AMENDMENT) (NO. 6) (MISCELLANEOUSPROVISIONS) REGULATIONS 2004
These Regulations provide for the circumstancesin which the recipient may receive, for a further 6months, a transitional One-Parent Family Paymentpayable at half rate where the recipient's incomeexceeds the weekly threshold of EUR 293. TheseRegulations come into operation on 6 January,2004.
S.I. No. 847 of 2004 SOCIAL WELFARE(CONSOLIDATED PAYMENTS PROVISIONS)(AMENDMENT) (No. 7) (QUALIFIED CHILDINCREASE) REGULATIONS 2004
The Social Welfare Act 2003 provided that, witheffect from 19 January 2004, any increase for aqualified child applicable to UnemploymentBenefit, Disability Benefit, Injury Benefit andHealth and Safety Benefit would be payablewhere the weekly income of the spouse orpartner of the claimant does not exceed aprescribed amount.
These Regulations provide that the amountprescribed shall be EUR 350 per week.
S.I. No. 848 of 2004 SOCIAL WELFARE(TRANSITIONAL ARRANGEMENTS) (ALIGNMENT OFINCOME TAX YEAR WITH CALENDAR YEAR) (NO. 1)REGULATIONS 2004
These Regulations provide for the continuation ofthe transitional arrangements necessary topreserve entitlement to social insurance basedbenefits, consequent on the alignment of theincome tax and calendar years with effect from 1January, 2001.
Article 3(1) provides that in the Benefit year 2005(i.e. the period 3 January 2005 to 1 January 2006),for the purposes of qualifying for DisabilityBenefit and Unemployment Benefit, theappropriate Governing Contribution Year will bethe contribution year commencing on 1 January2003 and ending 31 December, 2003.
Maternity and Adoptive Benefit payment rates aredetermined on the basis of a woman's reckonableearnings in the second last complete income taxyear before the beginning of the Benefit Year inwhich the claim is made. Article 3(2) provides thatin the 2005 Benefit Year, the Income Tax Year 1January 2003 to 31 December, 2003 will beapplicable.
Article 3(3) provides that, for the purposes ofdetermining entitlement to Health and SafetyBenefit in the Benefit Year 2005, the appropriateGoverning Contribution Year will be 1 January2003 to 31 December, 2003. Article 3(4) providesthat, for the purposes of determining entitlementto Treatment Benefit in the Benefit Year 2005, theappropriate Relevant Contribution Year will beJanuary 2003 to December, 2003.
S.I. No. 849 of 2004 SOCIAL WELFARE (RENTALLOWANCE) (AMENDMENT) REGULATIONS 2004
These Regulations provide for increases in theamount of means disregarded for people affectedby the decontrol of rents and the minimum rentfor the purposes of the Rent Allowance schemewith effect from 1st January 2005.
S.I. No. 850 of 2004 SOCIAL WELFARE(CONSOLIDATED PAYMENTS PROVISIONS)(AMENDMENT) (No. 5) (INCREASE IN RATES)REGULATIONS 2004
The Social Welfare Act 2004 provides for increasesin the maximum rates of social insurancepayments arising from Budget 2005. TheseRegulations provide for increases in the reducedrates of Disability Benefit, Unemployment Benefit,Health and Safety Benefit, Old Age (Contributory)Pension, Retirement Pension, Widow's andWidower's (Contributory) Pension, Deserted Wife'sBenefit, and also provides for increases in therates of tapered increases in respect of QualifiedAdults. All of these increases are effective fromthe first week in January 2005.
The Regulations also provide for increases in theminimum weekly rate of Maternity Benefit andAdoptive Benefit with effect from January 2005.
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Appendix 5 Performance againstCustomer Charter Standards (May -Dec 2004)
Access to our Services
- Making our offices accessible for allincluding people with disabilities (80% ofour offices are accessible, for people withdisabilities at present).85% of our offices now have basicdisabled access. A Disabled Access Grouphas also made recommendations toimprove these access levels and a plan isunderway to improve standards onexisting and new building projects
- Extending our opening hours in many ofour Local Offices (check the opening hoursdisplayed at your own Local Office).At the end of 2004 a total of 33 localoffices were providing a servicethroughout lunch-hour
- Respecting your privacy needs if calling toour offices.This service is being provided, wherefacilities permit, to those who require it
- Improving our services for visuallyimpaired customers (LoCall 1890 500 000ext 8442 or 8459 for this service).A data bank of all Blind PensionsClaimants has been set up in thePensions Services Office, identifyingpreferred type of communication (Braille,Audio cassette, email or Large Print).Communications are issued to customersthrough that medium. Blind PersonsPension claims are now taken by phonewith follow up contact to finalise cases.Ongoing reviews will be undertaken toidentify improved service needs for thevisually impaired across other services inthe Department
- Improving our telephone answeringservice by aiming towards a target of answering all telephone calls within 30 seconds.A new telephone monitoring system wasinstalled in July 2004. The call answeringservice across the main scheme areas forthe second half of the year shows anaverage call answer within 9.6 seconds. Atelephone monitoring project is alsounderway to further improve ourperformance in this area
- Phoning you back if you ask us to.This service is provided by all schemeareas
Provision of Information
- Providing you with full, clear and correctinformation on our schemes and serviceswhen required. You can request claimforms and information leaflets bytelephoning LoCall 1890 20 23 25 or youcan download them from our website atwww.welfare.ie.A three day target is aimed at for allrequests to the LoCall leaflet line
- Ensuring our forms and leaflets are simpleand easy to understand.Forty-six scheme related booklets and 27primary application forms have been"Plain Englished" by the end of 2004
- Providing help with filling in forms at yourlocal Social Welfare Office or your localCitizen’s Information Centre (contactLoCall 1890 777 121).This service is provided as required on anongoing basis
- Supporting employers in the operation ofthe PRSI contribution system.A pro-active approach is maintained withSpecial Collection Employers who dealwith the Department. PRSI updates andchanges are issued by annual mailshot
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Your Claim
- Letting you know how soon you mayexpect a decision on your claim.Scheme areas notify customers if therewill be a likely delay in processing a claim
- Advising you how to get financial or otherhelp in the meantime, if necessary.This is standard practice across all schemeareas
- Letting you know the different paymentoptions available.This is routine procedure across allscheme areas
- Informing you of the reasons for thedecision on your claim.This is standard practice across all schemeareas
- Informing you of your right to appeal thatdecision and how to make an appeal.This is standard practice across schemeareas where such a right exists
- Letting you know that you also haveaccess to the Ombudsman's Office.This is normal practice where occasiondemands – where a customer wishes topursue an issue falling outside the remitof Deciding Officers and Appeals Officers
Comments and Complaints
- Promoting and developing our existingComment and Complaint System (inoperation since May 2002).A Poster and leaflets are available in allour offices promoting the Comment andComplaint System. Customers can alsoaccess our website for this facility
- Answering any complaint within 15working days.This standard is being met across allscheme areas
- Guaranteeing that your complaint will notaffect how we treat you in the future.Training is provided to staff to ensure thisstandard is met
e-Government Services
- Using modern technology to significantlyimprove the service we give.The modernisation of the GeneralRegister Office (GRO) has led to improvedservices in the Child Benefit and GeneralBenefits areas.
There is increased use of email servicesfor contact with customers and fordistributing information to employers.
- Providing an improved range of servicesthrough our website.All suitable primary booklets andapplication forms available for downloadfrom our website at end 2004
- Continuing to support REACH (an agencyset up by the Government to develop electronic ways of linking people and the public service).Following extensive consultation, threeservices were identified during 2004 forinclusion in the launch of the PublicService Broker (PSB): (1) Notification ofUnemployment; (2) Request for Changeto a Direct Payment Method; (3) Requestfor Replacement of Social Services Card
Treating You Fairly
- Serving all our customers in an equal, fairand courteous manner.Customer service training is provided tostaff to ensure this standard ismaintained
- Applying the law consistently and fairly inrelation to your entitlements andobligations.This is standard practice across all schemeareas
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Security and Confidentiality
- Keeping your personal information safeThis is treated as a priority standardacross all areas of the Department
- Using that information only for socialwelfare purposes and as permitted by lawThis is treated as a priority standardacross all areas of the Department
Service Through Irish
- Providing quality services through Irishand English if requiredIt is our policy to provide this service asrequired. Irish Language training isprovided for staff to conduct businessthrough the medium of Irish. At the endof 2004, 41 booklets and 24 claim forms inIrish were available for download fromour website
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Appendix 6: Ministers in Charge of the Department since 1947
From ToJames Ryan 22 January 1947 18 February 1948William Norton 18 February 1948 14 June 1951James Ryan 14 June 1951 2 June 1954Brendan Corish 2 June 1954 20 March 1957Patrick Smyth 20 March 1957 27 November 1957Sean McEntee 27 November 1957 24 June 1959Sean McEntee 24 June 1959 12 October 1961Kevin Boland 12 October 1961 21 April 1965Kevin Boland 21 April 1965 16 November 1966Joseph Brennan 16 November 1966 2 July 1969Kevin Boland 2 July 1969 6 May 1970Joseph Brennan 6 May 1970 14 March 1973Brendan Corish 14 March 1973 5 July 1977Charles J Haughey 5 July 1977 12 December 1979Michael Woods 12 December 1979 30 June 1981Eileen Desmond 30 June 1981 9 March 1982Michael Woods 9 March 1982 14 December 1982Barry Desmond 14 December 1982 14 February 1986Gemma Hussey 14 February 1986 10 March 1987Michael Woods 10 March 1987 18 July 1989Michael Woods 18 July 1989 13 November 1991Brendan Daly 13 November 1991 11 February 1992Charlie McCreevy 11 February 1992 12 January 1993Michael Woods 12 January 1993 15 December 1994Proinsias De Rossa 15 December 1994 26 June 1997Dermot Ahern 26 June 1997 17 June 2002Mary Coughlan 17 June 2002 29 September 2004Seamus Brennan 29 September 2004
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