Customer Action Plan 2009-2011
Delivering a Modern Service
'Our mission is to promote a caring society through income and other support services, enabling active participation in society, promoting social inclusion and supporting families'
Contents
Foreword by Minister
Introduction
Chapter 1-Customer Charter
Chapter 2-Action Plan
Chapter 3-Keeping You Informed
Chapter 4-Supporting You
Chapter 5-Consultation and Feedback
Chapter 6-Redress
Chapter 7-Key Achievements
Appendix 1-Values and Principles
Appendix 2 Contact Information
Appendix 3-Consultation with our Customers
Foreword by the Minister
The Department of Social and Family Affairs, through the wide range of services it provides, touches everyone's lives at some stage.
Our overall goal is to provide people with the information, financial support and other services that they require in a timely and customer-friendly way.
We are determined to perform to best international standards; be responsive and innovative; provide value for money; and maintain the public service values of openness, responsiveness, professionalism and good governance.
Investment in our staff and in modern information communication technologies are central to improving the quality of the service we provide to the public. Our new website and text messaging service have made it easier for people to access information at a time that suits them. At the same time, we are also working to ensure that a high quality service continues to be available by telephone, in our local offices, through the Citizens Information Centres and by post.
The customer charter sets out the standards of service that people can expect in their dealings with the Department. The charter will be displayed in all Department offices and on the website, 'www.welfare.ie'. The customer action plan builds on the charter commitments and sets out a range of aims and actions to achieve them during the lifetime of the plan.
Customer feedback – through surveys, customer panels, and meetings with representative organisations - helps us to deliver a better service. The Department engaged in a wideranging consultation process in the development of this customer action plan. I would like to thank all those who participated and provided input during this process.
There will be many challenges for the Department over the next three years. This customer action plan will help us to focus on meeting the needs of the increasing number of people who rely on our support, while also providing a high standard of service.
I would like to thank the staff of the Department, who work tirelessly every day to help people get access to the financial and other supports that we provide.
Mary Hanafin, TD
Minister for Social and Family Affairs
Introduction
The Department is committed to delivering a quality service to all its customers. To meet this objective, the Department is engaged in an ongoing programme of continuous improvement involving the redesign of office systems, business processes, procedures and work practices and the introduction of new technology solutions.
Harnessing the power of technology not only supports day-to-day customer services but provides a platform for delivering services across a range of contact channels - telephone, SMS text messaging, online, email, walk-in, paper correspondence, and electronic payment options – that maximise customer service and minimise cost of delivery. Providing ease of access through the various contact channels at a time and place that best suits customers' needs is a priority.
This customer action plan builds on the achievements of previous plans and sets out the commitments by the Department to develop and enhance its services over the coming years. It outlines the aims and actions being undertaken in respect of each customer contact channel. These aims and actions are a fundamental part of the Department's eGovernment strategy and modernisation agenda. They support the objectives of transforming the way services are organised and delivered, maximising the use of resources – technology and staff, to deliver a modern service to customers and address accessibility and eFinancial inclusion.
As we progress the modernisation agenda, we will maintain ongoing contact with customers through our consultation framework. We will also publish reports on progress made on the commitments in this customer action plan.
Bernadette Lacey
Secretary General
Chapter One
Customer Charter
The new customer charter sets out, at a high level, the commitments and the standard of service people can expect from the Department. The charter will be prominently displayed in all the Department's offices.
Through regular consultation with customers and stakeholders, the commitments in the charter will be measured to determine the extent to which these standards are met. Feedback received through the comments and complaints processes will also be actively managed to allow early identification and resolution of issues.
The customer charter and customer action plan were developed taking account of the Department's underlying key values and the twelve customer service principles used by all Government Departments which are set out at Appendix 1.
The customer charter is shown below.
Customer Charter
We are committed to delivering a quality customer service to you. This charter sets out the standards of service you can expect from us.
We will
- Serve you in a fair, courteous and timely manner
- Respect your privacy
- Protect your information
- Provide you with full and clear information
- Use modern technology to improve our service to you
- Inform you of your rights and entitlements
- Provide redress where you have a complaint
Help Us to Help You
- Always quote your Personal Public Service Number (PPS Number) when contacting the Department
- Provide full and accurate information and documentation when we ask for it
We Value Your Opinion
Let us know when things go wrong, when you get a good service, or how we can improve our services.
To do this:
- Log on to 'www.welfare.ie'
- Email mailto:qcs@welfare.ie
- LoCall 1890 66 22 44
- Drop in to your Social Welfare Local Office
- Write to Customer Services, Social Welfare Services, College Road, Sligo
April 2009
Chapter Two
Action Plan
The customer action plan builds on the charter commitments and sets out a range of aims and actions to achieve them during the lifetime of the plan. As part of its on-going modernisation agenda, the Department aims to deliver services to customers over a range of contact channels - telephone, SMS text messaging, electronic services, walk-in services, and paper. This will give customers more choice in how they access services, as well as providing a more integrated service. The actions being taken are outlined in this chapter for each of the contact channels.
Telephone Service
The Department is continuing to improve the telephone services provided to customers and has recently invested in a new telephony infrastructure, and telephone management software, which will be rolled out to all its offices in the coming years. This new system not only allows customers to ring a single number to access a range of services but facilitates customers in selecting the right service.
Aims
- Have a single contact number
- Ensure that a person gets through to the right section first time
- Provide a quality telephone service
- Reduce the number of abandoned calls and waiting times
Key Actions
- Provide a LoCall number for all main scheme areas-end 2009
- Implement the new telephony system-2009 onwards
- Revise contact details in telephone directories-2009
- Monitor and report on telephone customer services-2009 onwards
- Introduce call recording -2010
Short Message Service (text messaging)
Short Message Service (SMS), or text messaging, is a means of sending short messages to and from mobile phones. Text messaging services have recently been introduced by the Department. For example, customers can now use text messaging to request application forms for various schemes and services. In addition, a text messaging facility to acknowledge receipt of claims for certain schemes was recently put in place.
Aim
- Use text messaging as a contact channel
Key Actions
- Provide forms request facility by text message - 2009
- Support text message requests for statements of benefit income - 2009
- Provide a jobseeker's "sign-off” facility - 2009
- Extend claim acknowledgement facility - 2010
- Send notice of appointment and reminders to customers - 2010
eServices (website, e-mail, electronic payments)
Recognising that people use eServices in their daily lives, the Department will continue to develop a range of eServices that maximise investments in information communication technology. The newly redesigned website will facilitate these developments. The Department is also progressing its move to electronic payments, supporting eFinancial inclusion and providing options for all customers to receive their payments electronically. The objective is to enable people to access services at a time and place that best suits their needs.
Aims
- Ensure ease of access to services
- Provide an enhanced range of eServices
- Maximise investment in technology to improve the delivery of services
- Support eFinancial inclusion
Key Actions
- Implement on-line claim options - 2009 onwards
- Extend the use of general mailing lists - 2009 onwards
- Introduce new public service card for accessing services – 2009 onwards
- Introduce new free travel pass – 2009 onwards
- Implement on-line form and statement request options – 2009 onwards
- Replace all paper-based payment instruments with electronic payment methods - 2010
Walk-In Customer Service (Local Offices)
The Department has a network of local offices throughout the country which provide information, services and supports. A review of the walk-in customer service currently underway will inform how the local office network can best serve customers in the future.
Aims
- Provide modern local offices where people can access the full range of social welfare services
- Make all offices fully accessible
- Protect customers privacy
- Implement new operational model
Key Actions
- Promote the local office as a centre to access all social welfare services
- Implement recommendations of the strategic review of customer facing services
- Make all offices fully accessible - 2015
- Complete localisation of One Parent Family Payment – 2009
- Provide interpretation services
- Implement new "once and done” jobseeker claim processing – 2009 onwards
- Implement appointment system in all offices - 2009
Paper-based Communications
The Department is committed to reducing the use of paper in its day-to-day transactions which will help to simplify processes for customers and meet the Department's commitments with regard to protecting the environment. It is acknowledged that many people prefer to do business using paper and we will continue to facilitate those customers.
Aims
- Use clear and simple language in all communications
- All claim forms to have a clear layout and be easy to complete
- Electronic processing of all paper-based communications
Key Actions
- Apply plain English guidelines – 2009 onwards
- Redesign forms to facilitate the use of scanning and automated processing – 2009 onwards
- Review all paper-based forms to ensure they are easy to complete – 2009 onwards
Chapter 3
Keeping You Informed
Information Service
The primary objective of the Department's information policy is to ensure that all citizens are made aware of the wide range of schemes and services available and that they are kept informed of changes and improvements as they occur.
The Department operates a network of some 130 local and branch offices throughout the country. Each local office has officers who are dedicated to providing information and are available to explain supports and services to people.
This locally-based service is supported by a central Information Unit which uses a variety of communication channels and media to make information available to people. This includes advertising campaigns, Department's website, information leaflets, fact sheets, posters, radio, television, national and provincial newspaper advertisements, and a range of public information events, seminars, and exhibitions such as at the National Ploughing Championships.
Information is also provided in accessible formats, for example Braille, audio tape and large print on request.
Citizens Information Board (CIB)
The Citizens Information Board, which comes under the aegis of the Department, supports the provision of independent information, advice and advocacy on the broad range of social services including social welfare services. Information is provided through Citizen Information Centres (CICs) and other offices throughout the country.
It has a statutory commitment to assist and support people, particularly those with disabilities, in identifying and understanding their needs and options and in accessing their entitlements.
It provides information to the public through three information channels:
- Citizens Information website 'www.citizensinformation.ie'
- Citizens Information Phone Service (CIPS) LoCall 1890 777 121
- A nationwide network of 106 Citizens Information Centres and 162 outreach services
Aims
- Ensure information on schemes and services is widely available
- Provide information through a range of channels
- Ensure information is accessible
- Ensure that customers know where to get information
Key Actions
- Provide information, including leaflets, in clear and simple language
- Provide information to customers through a range of outreach events
- Provide information in Irish and other languages as required
- Carry out information campaigns
- Maintain and publicise up-to-date contact details
- Promote Citizen Information Services as a source of information and support for customers in all leaflets, Departmental information advertisements, campaigns and notices
Protecting your Information
Data protection
The Department is engaged in a continuous programme of improvement to ensure that best practices are adopted in safeguarding personal information entrusted to us. The Department's data protection policy and guidelines are available on the website.
We are continuously developing and reviewing policies and procedures for using information communication technology systems and customer data, and communicating these policies and procedures to all staff.
Aims
- Protect the confidentiality, integrity and availability of information (data) and information resources
- Staff are fully aware of the importance of protecting customer data
Key Actions
- Review data protection policies and procedures and update as appropriate
- Review and update access control mechanisms
- Carry out staff awareness campaign in relation to data protection policies and procedures, staff obligations and penalties that apply for non-compliance
Freedom of Information (FOI)
Freedom of Information legislation is designed to allow the public access to information that is held by public bodies and not routinely available through other sources. Under this legislation, customers have the right to:
- Request access to official records held by us
- Have personal information corrected or updated
- Receive reasons for decisions taken that affect them
Chapter 4
Supporting You
The Department provides a range of supports to assist customers and their families in accessing services and improving their lives and circumstances. These include translations and interpretations, activation and family support programmes.
Translations and Interpretations
The Department provides assistance to people for whom English is not their first language, or who require a sign-language interpreter.
Aim
- Provide translation, interpretation and sign-language services
Key Actions
- Provide a document translation service
- Provide interpreters in local offices/branch offices to assist with customer communication
- Provide a mobile phone interpretation service for Social Welfare inspectors
- Provide a sign-language service in local offices
Activation
The Department's activation programme aims to promote participation and social involvement through a number of ‘activation' measures aimed at people of working age. Giving people the right skills to access employment in an ever-changing work environment is a priority of the programme.
A key element of the programme is to expand the facilitator services in Social Welfare local offices. The role of the facilitator is to identify the particular needs of recipients and, with other Government agencies, to enable them reach their potential through placement with local employers, education, and training.
Aim
- Ensure that people of working age who are in receipt of a social welfare payment are assisted in identifying their training/development needs and in accessing opportunities that will encourage greater self-reliance and self-sufficiency
Key Actions
- Help recipients identify training or development programmes which will enhance their skills
- Work in co-operation with other relevant service providers such as FÁS, VEC, HSE and other local agencies
- Promote the Back to Education and Back to Work schemes
Family Support
The Family Support Agency brings together programmes and services which are designed to:
- Promote local family support
- Support ongoing parenting relationships for children
- Help prevent marital breakdown
The Agency provides a direct, nationwide family mediation service; and supports, promotes and develops the provision of marriage and relationship counselling, other family supports and the Family and Community Resource Centre Programme, which is aimed at helping to combat disadvantage by improving the function of the family unit.
Helping Us to Help You
In recognising the need for fairness and mutual respect there are responsibilities on people accessing services to provide information in a timely and open way, and to do so in a courteous manner.
To help us help you:
- Always quote your Personal Public Service Number (PPS Number) when contacting the Department
- Provide full and accurate information
- Complete all relevant questions on forms, sign them and provide all the documents needed for your claim
- Be on time for appointments or let us know if you can't attend
- Let us know if there is any change in your circumstances (for example earnings; getting married; changing address; taking up employment)
- Make yourself aware of the rules governing the receipt of your payment and comply with them
- Let us know when things go wrong, when you get a good service, or how we can improve our services
Chapter 5
Consultation and Feedback
Customer Consultation Framework
The Department provides a wide range of supports and services to a large and diverse customer base. We have a customer consultation framework in place whereby we seek participation from customers to assist in developing policies and service delivery mechanisms. This is achieved through surveys, customer panels, as well as meetings with customer representative groups and those engaged in welfare information services. In addition, submissions are sought from the public from time to time on particular initiatives, for example, the Pensions Green Paper. We value customers' views and will continue to consult with them to get feedback on the quality of services we deliver and increase people's awareness of the Department and its work.
Aims
- Inform people about various initiatives underway in the Department
- Consult with a wide range of customers
- Get feedback from customers
Key Actions
- Carry out customer surveys as per agreed schedules
- Meet with customer representative groups bi-annually
- Hold customer discussion fora as required
- Establish further links with business representative bodies
Customer Comments and Complaints
The Department has a formal comments and complaints procedure in place to allow customers give feedback on the quality of services they receive. We want customers to let us know when things go wrong, when they get a good service, or how services can be improved.
Aims
- Encourage customers to provide feedback on the quality and standard of service received
- Use comments and complaints to help improve services
Key Actions
- Develop a new central comments and complaints monitoring system – 2009
- Collate, analyse, and highlight trends for management action - 2009 onwards
Customers can let us have their views in one of the following ways:
- log on to'www.welfare.ie'
- email mailto:qcs@welfare.ie
- LoCall 1890 66 22 44 (9am to 5pm)
- Drop in to a Social Welfare Local Office
- Post a Comment and Complaint form (SW 104), or write to Customer Services, Social Welfare Services, College Road, Sligo
Chapter 6
Redress
The Department has a number of options available when a customer is dissatisfied with a decision on their entitlements.
They can:
- Request a review of the decision made on their claim
or
- Make a formal appeal to the Social Welfare Appeals Office
Review
A person can seek to have a decision on their claim reviewed by the deciding officer, a manager or supervisor.
Social Welfare Appeals Office
The Social Welfare Appeals Office is responsible for deciding appeals from customers against decisions made about entitlement to social welfare and insurability of employment. It also deals with appeals against certain decisions related to Supplementary Welfare Allowance. This Office acts independently of the Department in relation to its judgements and decisions. Contact details are set out in Appendix 2.
The Social Welfare Appeals Office customer charter is available on its own website (www.socialwelfareappeals.ie). If you wish to make an appeal, a ‘Notice of Appeal' form is available on the website or from any local office. The notice should be lodged within 21 days of notification of the decision. The Appeals Office headquarters are located at D'Olier House, D'Olier Street, Dublin 2. Appeal hearings are held in some 60 venues throughout the country. Contact details are set out in Appendix 2.
Ombudsman
Customers can contact the Office of the Ombudsman about their case but should first try to resolve the matter directly with the Department. By law the Ombudsman can investigate complaints about any of the Department's administrative actions or procedures as well as delays or inaction in customer's dealings with staff. The Ombudsman provides a free, impartial and independent service. Contact details are set out in Appendix 2.
Chapter 7
Key Achievements
This chapter sets out the key achievements made since the publication of the customer action plan 2004-2007 under the twelve quality customer service principles.
1. Timeliness and Courtesy
- Automated scanning of claim forms has been introduced for certain schemes to speed up processing of claims.
- Paper-based payment instruments have been replaced with electronic payment methods, allowing us to deal more quickly with changes in circumstances or entitlements.
- A number of local offices received an Excellence Through People Award in 2008.
- In 2008, the Department won a Taoiseach's Public Service Excellence Award for its project on customer certification.
- Child Benefit section obtained the Q Mark, the national symbol of quality, in 2006, 2007 and 2008.
- Staff dealing directly with customers received customer service training.
2. Information
- The Department's website, www.welfare.ie, has been fully redesigned. The new website provides a more accessible, user-centred service and supports the introduction of an enhanced range of online services.
- A new telephone system was introduced in a number of our headquarter buildings which helped to deal with an increase in callers over the last year.
- The use of plain English is now standard in communications with customers. A number of publications were accredited with the plain English quality mark and a plain English guide for staff was produced.
3. Physical Access
- A number of local office facilities have been upgraded.
4. Better Co-ordination
- We continued to integrate services, maximising data and technology resources, to reduce the administrative burden on customers.
- Registration of births and deaths supports additional automated services to customers such as child benefit for second and subsequent children.
- The death event publication service, which provides data on life events, registered with the General Register Office to some twenty other agencies.
5. Choice
- An SMS forms request service that allows customers to request application forms by text message is now in place.
- E-mail contact addresses are available for scheme areas throughout the Department.
- The Telephone Allowance Scheme was extended to include mobile phones in April 2007.
- Customers now have the choice to opt for a payment in respect of a landline or mobile phone.
6. Official Languages
- An Irish translation service for documents is provided.
- All primary forms and leaflets are available in Irish.
- The main Guide to Social Welfare Services (SW4) was made available on the website ('www.welfare.ie') in eight languages in addition to English and Irish.
7. Equality and diversity
- Access Officers and Inquiry Officers are now in place in offices. These Officers provide assistance and guidance for people with disabilities who have difficulty in accessing services, and investigate complaints relating to these services.
- Additional telephone supports are in place for people with disabilities. For example, a ‘minicom' facility has been in place in the Disability Allowance section since October 2006 for people with a hearing disability.
- A dedicated phone service for blind and visually impaired customers allows them to apply for social welfare payments and allowances over the phone.
- An enhanced interpretation service is available to enable staff communicate with customers for whom English is not their first language. For example, offices can use on-site interpretation services or a mobile phone interpretation service.
- The Department was successful in receiving an 02 ability award and accreditation in three categories in 2006 and in six categories in 2007.
- The Department's website was redesigned and redeveloped during 2008 and won an Irish eGovernment Award for most accessible Government website.
8. Appeals
- The Social Welfare Appeals Office website was launched (see Appendix 2).
9. Quality Service Standards
- The customer charter was printed in booklet form and displayed in headquarter offices and local offices in poster form.
- Both the charter and the customer action plan are available on the website.
- Performance measurements were reviewed.
- A review of the customer facing services was undertaken. This will inform the development of the local office network.
10. Comments and Complaints
- A facility was introduced where customers can make a comment or complaint through a range of channels, including a dedicated e-mail address, QCS@welfare.ie.
- Following a review of our comments and complaints system in 2007, enhanced procedures to support staff dealing with comments and complaints were introduced.
11. Consultation and Evaluation
- A customer consultation framework is in place whereby we seek participation from customers to assist in developing policies and service delivery mechanisms. A wide range of consultation with customers and representative groups was undertaken as set out in Appendix 3.
12. Internal Customer
- A new internal customer action plan was published in 2008. This internal action plan encourages and supports co-operation between staff in every area within our Department, helping to improve the services to customers.
Appendix 1
Values and Principles
Our Values and Guiding Principles
Service
We are conscious of our role as a public service organisation, of the particular importance of the services we provide and of the need for those services to be provided to the highest standard.
Fairness and Respect
We recognise the need for fairness and mutual respect.
Openness
We are open to change and encourage and facilitate the open expression of views.
Professionalism
We aim to apply the highest professional standards in every aspect of our work.
Flexibility and Responsiveness
We pride ourselves on our ability to respond to challenges in a flexible and creative manner.
Partnership and Consultation
We recognise that effective delivery of our services and management of our work requires a partnership approach. We believe in continuous and effective consultation built on trust and mutual respect.
We are also committed to engaging with the social partners and interest groups to achieve our mission.
Customer Services Principles
| Principles |
Summary |
Related Chapter |
| 1. Timliness and Courtesy |
Deliver quality services with courtesy, sensitivity and the minimum delay, fostering a climate of mutual respect between provider and customer. Give contact names in all communications to ensure ease of ongoing transactions. |
Chapters 1, 2 , 3 , 4 and 5 |
| 2. Information |
Take a proactive approach in providing information that is clear, timely and accurate, is available at all points of contact, and meets the requirements of people with specific needs. Ensure that the potential offered by Information Technology is fully availed of and that the information available on public service websites follows the guidelines on web publication. |
Chapters 1, 2 , 3 , 4 and 5 |
| 3. Physical Access |
Provide clean, accessible public offices that ensure privacy, comply with occupational health and safety standards and, as part of this, facilitate access for people with disabilities and others with specific needs. |
Chapter 1, 2 and 3 |
| 4. Better Co-Ordination |
Foster a more co-ordinated and integrated approach to delivery of public services. |
Chapters 1, 2, 4 and 5 |
| 5. Choice |
Provide choice, where feasible, in service delivery including payment methods, location of contact points, opening hours and delivery times. Use available and emerging technologies to ensure maximum access and choice, and quality of delivery. |
Chapters 2 and 3 |
| 6. Official languages |
Provide quality services through Irish and/or bilingually and inform customers of their right to choose to be dealt with through one or other of the official languages. |
Chapters 2, 3 and 4 |
| 7. Equality/Diversity |
Ensure the rights to equal treatment established by equality legislation, and accommodate diversity, so as to contribute to equality for the groups covered by the equality legislation (under the grounds of gender, marital status, family status, sexual orientation, religious belief, age, disability, race and membership of the Traveller Community). |
Chapters 3 and 4 |
| 8. Appeals |
Maintain a formalised, well-publicised, accessible, transparent and simple-to-use system of appeal/ review for customers who are dissatisfied with decisions in relation to services. |
Chapters 1 and 6 |
| 9. Quality Service Standards |
Publish a statement that outlines the nature and quality of service that customers can expect, and display it prominently at the point of service delivery. |
Customer Charter |
| 10. Comments and Complaints |
Maintain a well-publicised, accessible, transparent and simple-to-use system of dealing with complaints about the quality of service provided. |
Chapters 1. 5 and 6 |
| 11. Consultation and Evaluation |
Provide a structured approach to meaningful consultation with and participation by, the customer in relation to the development, delivery and review of services. Ensure meaningful evaluation of service delivery. |
Chapters 1 and 5 |
| 12. Internal Customer |
Ensure staff are recognised as internal customers and that they are properly supported and consulted with regard to service delivery issues. |
Chapter 7 |
Appendix 2
Contact Information
Department Contact Details
Below are the contact details for the Department's central information service. Also listed are the contact details for each scheme and support area. These details are ordered based on persona, or customer type, for example 'Parents/Children' or 'Retired or Older Person'.
Note
1890 (LoCall) numbers are accessible only from the Republic of Ireland. The rates charged for the use of 1890 numbers may vary among different service providers.
General Information
Information Services
College Road, Sligo
1890 66 22 44
Email – General Enquiry: info@welfare.ie
Email – Customer Services: qcs@welfare.ie
Website 'www.welfare.ie'
Parents/Children
Adoptive Benefit
Inner Relief Road, Ardarvan, Buncrana, Co. Donegal
1890 690 690
Child Benefit
St. Oliver Plunkett Road, Letterkenny, Co. Donegal
1890 400 400
Early Childcare Supplement
St. Oliver Plunkett Road, Letterkenny, Co. Donegal
1890 400 400
Family Income Supplement
Balinalee Road, Longford
1890 927 770
Births and Marriage Registration
General Register Office, Convent Road, Roscommon
1890 252 076
Website 'www.groireland.ie'
Guardian's Payment
College Road, Sligo
1890 500 000
Health & Safety Benefit
Inner Relief Road, Ardarvan, Buncrana, Co. Donegal
1890 690 690
Maternity Benefit
Inner Relief Road, Ardarvan, Buncrana, Co. Donegal
1890 690 690
One Parent Family Payment
College Road, Sligo
1890 500 000
Unemployed
Back to Education Allowance
Shannon Lodge, Carrick-on-Shannon, Co. Leitrim
1890 927 999
Back to Work
Shannon Lodge, Carrick-on-Shannon, Co. Leitrim
1890 927 999
Employment Support Services
Shannon Lodge, Carrick-on-Shannon, Co. Leitrim
1890 927 999
Jobseeker's Benefit / Jobseeker's Allowance
Contact Local Office / Branch Office
Supplementary Welfare Allowance
College Road, Sligo
071 9157100
Retired or Older Person
Free Travel
College Road, Sligo
1890 500 000
Homemakers
Homemakers Scheme Section, Social Welfare Services,Department of Social and Family Affairs, Inner Relief Road, Ardarvan, Buncrana, Co. Donegal
LoCall: 1890 690 690 (from the Republic of Ireland only)
Telephone: +353 1 4715898 (from Northern Ireland or overseas)
Household Benefits
College Road, Sligo
1890 500 000
State Pension (Transition, Contributory & Non Contributory)
College Road, Sligo
1890 500 000
Carer
Carer's Allowance
Ballinalee Road, Longford
1890 927 770
Carer's Benefit
Ballinalee Road, Longford
1890 927 770
Domiciliary Care Allowance
College Road, Sligo
1890 500 000
Respite Care Grant
PO Box 10085, Dublin 2
01 6732222
Person with Disability or Illness
Blind Pension
College Road, Sligo
1890 500 000
Disability Allowance
Ballinalee Road, Longford
1890 927 770
Disablement Benefit
Ballinalee Road, Longford
1890 927 770
Illness Benefit
Áras Mhic Dhiarmada, Store Street, Dublin 1
1890 928 400
Injury Benefit
Áras Mhic Dhiarmada, Store Street, Dublin 1
1890 928 400
Invalidity Pension
Ballinalee Road, Longford
1890 927 770
Medical Care
Áras Mhic Dhiarmada, Store Street, Dublin 1
1890 928 400
Widow or Widower
Widow(er)s Pension (Contributory & Non-Contributory)
College Road, Sligo
1890 500 000
Widowed Parent Grant
College Road, Sligo
1890 500 000
Employee
Client Identity Services
Shannon Lodge, Carrick-on-Shannon, Co. Leitrim
1890 927 999
PRSI – EU/International Records
Client Eligibility Services, Social Welfare Services, Department of Social and Family Affairs, Inner Relief Road, Ardarvan, Buncrana, Co. Donegal
LoCall: 1890 690 690 (from the Republic of Ireland only)
Telephone: +353 1 4715898 (from Northern Ireland or overseas)
PRSI – Scope (Insurability of Employment)
Oisín House, Pearse Street, Dublin 2
01 6732585
PRSI Records
Client Eligibility Services, Inner Relief Road, Ardarvan, Buncrana, Co. Donegal
1890 690 690
PRSI – Refunds
Oisín House, Pearse Street, Dublin 2
01 6732586
Treatment Benefit
St. Oliver Plunkett Road, Letterkenny, Co. Donegal
1890 400 400
Voluntary Contributions Section
Cork Road, Waterford
1890 690 690
Self Employed
Self-Employment Section
Cork Road, Waterford
1890 690 690
Special Collection
Cork Road, Waterford
1890 690 690
Recently Bereaved
Bereavement Grant
Ballinalee Road, Longford
1890 927 770
Death Benefit
Ballinalee Road, Longford
1890 927 770
Death Registration
General Register Office, Convent Road, Roscommon
1890 252 076
Website 'www.groireland.ie'
SMS Text Messaging Service
To request forms, text the form code below followed by your name and address to 51909 (from the Republic of Ireland only). Standard text rates apply.
For example, if you wanted to request the Bereavement Grant form, send the following text to 51909: FORM BG Mary Murphy 1 New Street, Old Town, Co. Donegal.
SMS Text Messaging Service
| Social Welfare payment or scheme |
Form Code |
| Bereavement Grant |
FORM BG |
| Carer's Allowance |
FORM CARA |
| Carer's Benefit |
FORM CARB |
| Disability Allowance |
FORM DA |
| Family Income Supplement |
FORM FIS |
| Free Travel |
FORM TRAVEL |
| Fuel Allowance |
FORM FUEL |
| Household Benefits |
FORM HHB |
| Invalidity Pension |
FORM INV |
| Living Alone Allowance |
FORM LAA |
| Maternity Benefit |
FORM MAT |
| One Parent Family Payment |
FORM OPFP |
| Respite Care Grant |
FORM RCG |
| State Pension (Non-Contributory) |
FORM SPNC |
| State Pension (Transition/Contributory) |
FORM SPC |
| Widow(er)'s Contributory Pension |
FORM WCP |
| Widow(er)'s Non-Contributory Pension |
FORM WNCP |
| Domiciliary Care Allowance |
Form DCA |
Contact Details of Other Support Services
Note
1890 (LoCall) numbers are accessible only from the Republic of Ireland. The rates charged for the use of 1890 numbers may vary among different service providers.
Citizens Information Board
Head Office: Ground Floor, George's Quay House, 43 Townsend St, Dublin 2
Telephone: (01) 605 9000
Lo Call: 1890 777 121
Email: info@ciboard.ie
Website:'www.citizensinformation.ie'
Money Advice and Budgeting Service (Ireland)
Helpline: 1890 283 438 or (01) 812 9350
Email: mailto:helpline@mabs.ie
Website: 'www.mabs.ie'
The Family Support Agency
Address: St. Stephens Green House, Earlsfort Terrace, Dublin 2
Telephone: (01) 611 4100
Email: mailto:familysupport.agency@welfare.ie
Website: 'www.fsa.ie/
The Pensions Board
Address: Verschoyle House, 28/30 Lower Mount Street, Dublin 2
Telephone: (01) 613 1900
Email: mailto:info@pensionsboard.ie
Website: 'www.pensionsboard.ie'
Office of the Pensions Ombudsman
Address: 36 Upper Mount Street, Dublin 2
Telephone: (01) 647 1650
Email: mailto:info@pensionsombudsman.ie
Website: 'www.pensionsombudsman.ie'
Office of the Ombudsman
Address: 18 Lower Leeson Street, Dublin 2
Telephone: (01) 639 5600
Lo Call: 1890 22 30 30
Email: mailto:ombudsman@ombudsman.gov.ie
Website: 'www.ombudsman.ie'
Social Welfare Appeals Office
LoCall: 1890 74 74 34
Email: mailto:swappeals@welfare.ie
Website: 'www.socialwelfareappeals.ie'
Consultation with our Customers
Customer Surveys
Customer Surveys
| Type of Customer Survey |
Date |
| Customer Service Survey (Listowel and Kenmare Local Offices) |
June 2008 |
| South East Survey |
2008 |
| Family Income Supplement Uptake Research Survey |
2008 |
| Online Customer Survey |
February to May 2008 |
| Over 50s Survey |
October 2007 |
| Data and Statistics Strategy Survey |
2007 |
| Disability Allowance |
May/June 2007 |
| Child Benefit |
2006 and 2007 |
| Online-Office of Social Inclusion |
October 2006 |
| Medical Review Assessment Survey |
2006 |
| Disability Allowance Fraud and Error Survey |
2005 |
Customer Panels and Focus Groups
Discussed at sessions: customer service issues, redesign and demo of website, SMS textmessaging, electronic payments, forms design, general information and open discussion forum.
Dublin - April & October 2008
Sligo - April 2008
Family Income Supplement Uptake Research Focus Groups 2008
Customer Representative Groups
Discussed at sessions: customer service issues, redesign of website, SMS text-messaging, electronic payments and open discussion forum.
Discussion Forum – Seniors Group - September 2007 & April 2008
Disability Consultative Forum - September 2007
Discussion Forum with nine rep bodies April 2008
The Green Paper on Pensions
The Green Paper on Pensions outlines the major policy choices and challenges in this area and was launched by the Taoiseach in October 2007.
A long consultation period was undertaken as part of the programme, including the provision of a dedicated website and advertisements in national newspapers. There were approx. 8,000 hits on the website and 150 submissions received in response to the advertisements. In addition, a series of public seminars were held in February and March 2008 and a major conference on internal pension reforms was hosted by the Department.