Dáil Éireann Debate, Thursday - 26 February 2026
54. Deputy Seán Ó Fearghaíl asked the Minister for Social Protection the way in which he is enhancing application processes within his Department, and providing additional resources where necessary to ensure that individuals receive decisions on their applications in a timely manner; and if he will make a statement on the matter. [15050/26]
Amharc ar fhreagraMy Department is committed to providing a quality service to all its customers, ensuring that applications are processed and that decisions on entitlement for all payments are made as quickly as possible. My Department is also committed to the delivery of 90% of applicable services online by 2030 and follows a digital by desire approach to digital services adoption. In developing online services, my officials work with customers and advocacy groups to ensure that when services are launched, they are simple and intuitive to use, thereby enhancing the application process for the customer.
Processing times vary across schemes, depending on the different qualification criteria. Means-tested payments can require more detailed investigation and interaction with the applicant, thereby lengthening the decision-making process. Delays can occur if a claim is submitted and all the necessary supporting documentation is not included. If information is required from a social security organisation in another jurisdiction, this can also affect processing times. The vast majority of the department’s service metrics are achieved or exceeded, with external customer satisfaction surveys reporting high and improving levels of satisfaction.
To help my Department to make timely and fair decisions on all applications, applicants should ensure that they complete the application forms fully, providing all the supporting documentation required as per the checklist provided on the application forms. In cases where there is an urgent need for assistance a person may make an application for supplementary welfare allowance while waiting for a decision on their claim for another social welfare payment.
I wish to reassure the Deputy that claim processing is kept under active review, with all possible steps taken to improve processing times and customer service. This includes the assignment of additional resources, where available, and the review of business processes, to ensure the efficient processing of applications.
I trust this clarifies the matter for the Deputy.
