department of social and family affairs annual report 2006 - Welfare.ie

e-Government Services
Using modern technology to significantly improve
the service we give
The Service Delivery Modernisation (SDM)
programme is currently being implemented
within the Department. The main objective of the
SDM programme is to modernise the delivery of
services to our customers by developing a new
generation of IS systems and the development
of improved business processes and procedures
to take advantage of flexibilities afforded by the
new system.
SDM Phase 2 is currently underway. The Pension
Schemes (State Pension (Transition) (SPT) and
State Pension (Contributory) (SPC)), Bereavement
Grant (BG), Free Travel and Overpayment and
Debt Management have been transferred to the
new computer system. SDM Phase 2 also involves
transferring Child Benefit and Household Benefits
onto the new integrated platform in 2007.
Treating You Fairly
Serving all our customers in an equal, fair and
courteous manner
Customer service training is provided to staff to
ensure this standard is maintained.
Applying the law consistently and fairly in relation
to your entitlements and obligations
This is standard practice across all scheme areas.
Security and Confidentiality
Keeping your personal information safe
This is treated as a priority standard across all
areas of the Department
Using that information only for social welfare
purposes and as permitted by law
This is treated as a priority standard across all
areas of the Department
The modernisation of the General Register Office
(GRO) has led to improved services in the Child
Benefit and General Benefits areas. There is
increased use of email services for contact with
customers and for distributing information to
employers.
Providing an improved range of services through our
website
All suitable primary booklets and application
forms are available for download from our
website. A strategic review of our website was
carried out during 2006 and work is being carried
out on the website as a result of this.
Continuing to support Reach (an agency set up
by the Government to develop electronic ways of
linking people and the public service)
This is ongoing.
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