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Niamh O’Donoghue Secretary General Department of Social Protection.

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Presentation on theme: "Niamh O’Donoghue Secretary General Department of Social Protection."— Presentation transcript:

1 Niamh O’Donoghue Secretary General Department of Social Protection

2  Many reform programmes  Many organisations  The challenge of change  What doesn’t work  What does work!  The DSP Change story

3 31 years (and counting).... ◦ “Devlin” ◦ Serving the Country Better ◦ SMI ◦ OECD Review ◦ TPS ◦ CPA

4  Dept of Agriculture ◦ ‘Local Office’ structures; CAP reform; Tribunals  Dept of Health ◦ Hospital Closures; Agency reduction; Professionalisation;  Civil Service Commission ◦ Service Delivery; Customer Orientation; modernisation of practice  Revenue ◦ Restructuring; Integration; Building Capacity  Department of Social Protection

5  Not ready (didn’t anticipate!)  Resistance – staff, management, stakeholders  Fear  Public criticism  Focus on what isn’t done vs what is done  Centrally determined (theory v practice)  Focus on decision rather than implementation

6  Decide and presume!  No logistical awareness ◦ one size does not fit all!!  ‘Promotion’ of change addressed to the ‘wrong’ audience  Over specification  Focus on structures...and little else  Budget focus alone, blunt instrument approach

7  Clarity of vision and purpose  Honest communication  Engagement  Shared ownership  Realistic, but ambitious, timeframes  Flexibility and agility  Risk management  Celebration of achievement

8 Who...  Government and the tax-payer  Children and families e.g. Child benefit, FIS, carers, school meals  People of working age Jobseekers, lone parents, disabled, widowed  Older people Pensions, household benefit etc. What... Policy development Income support – over 50 Schemes – unique customer service role Control and risk management Activation Referral Information services How... Direct Provision Via Agencies Collaboration

9 National network of 10 regional headquarters and 122 branch/local offices Over 5,000 department staff 50 separate welfare schemes and services Primary focus on income support Annually: 2.5 million applications for social welfare 6.5 million telephone calls 83 million payments 450,000 assignments conducted by social welfare inspector 750,000 control reviews Changing needs of citizens Process change, supported by technology solutions, is critical to meeting these needs

10 Previous presentation  Scale and volume increase in business  Business Process Re-engineering  IT Developments ◦ Local Office Modernisation Project; Means Project; Non contrib schemes (SPNC; DA; CA); Public Services Card; Medical Assessment; Activation/Case Management; R+I  Additional Resources

11  Aireacht/Executive Divide  Management Board  Policy and operations  Regions  Centralised Schemes  Support Areas  Approach to business development

12 Social & Family Affairs Organisational Structure - July 2009 Bernadette Lacey Secretary General, DSFA Niamh O'Donoghue Director General, SWS Vera Dervan Niall Barry Gerry Daly Maureen WaldronOliver RyanEoin O'Broin Brian O'Raghallaigh Tom Mulherin Alice O'Flynn Gerry ManganBrian Flynn Director Assistant Director GeneralDirector Assistant Director General DirectorAssistant Secretary Director General Register Office, Client Eligibility & Identity Services, DAO/FOI, Control & Prosecutions Legislation, SWA, Children/Family/Equality Policy, Statistics Office for Social Inclusion, MABS, Combat Poverty, EU/International Social Welfare Appeals Office Pension Schemes, Information Services, DRIM Information Systems Corporate Development, Risk Management, Facilities Management, Children Schemes /Treatment Benefits Illness/Family Schemes, Business Transformation Director of Regions Human Resources, Accounts, Budgets & Finance, Core Functions Pensions / Carers / Working Age Policy, Policy Framework, Activation Helen McDonaldNadine ManganMary O'SullivanBrendan FrielDr. Clement LeechKieran FeelyCeline MooreMarie O'NeillMary KennedyDave DillonCatherine Hazlett Business Architect IS Division Management & Development Corp Dev, Business Plans (MSU), SMI, Partnership Support, Disability Sectoral Plan Short-Term Illness Chief Medical AdvisorGeneral Register OfficeRegional Director's Office Estimates, Admin Budgets, Budget, Financial Management, Annual Output Statement, Means Test Policy, Accountability Policy Legislation Division, Press Office, Planning Sec., Treatment Benefit Policy, Social Partnership, Legal Adviser Unemployment, Incentives, Disability and PRSI Office for Social Inclusion, Combat Poverty Agency, Money Advice & Budgeting Service Document, Record & Information Management Medical Reviews & Assessments Bernard Tonge Denis GalvinRichard ShineRegional Managers: Orlaigh Quinn Daragh O'Connor IS Operational Services Paul CarrollCarers Schemes Client Identity Services Siobhan Lawlor Pension, Carers Policy Customer ServiceRisk ManagementFamily Income SupplementVacancy Standard Authentication Framework Environment North West -Don Watts Vote & Social Insurance Fund, Salaries & Payments, Financial System, Treasury, Reconciliation of Payments Helen FaughnanAnne McManus Information Services Business Information Security Long-Term Illness Deputy Chief Medical Advisor Family Affairs Unit, Equality Review of SW Code, Lone Parents Policy, Guardian’s & Deserted Wives’ Payment Policy, Support Agency and National Longitudinal Study of Children EU Co-ordinator, International Relations, North-South Co- operation Payment ServicesKevin CoadyBusiness Continuity Planning Customer Comments and Complaints / Channels Client Systems Geraldine Gleeson Medical Reviews & Assessments Joan McMahon Western -Barry Kennedy Deirdre Shanley Case Management Maintenance Recovery Employment Support Services / Labour Market Tim QuirkeMedical Review & Assessment Central Overpayments & Debt Management Anne Tynan Teresa LeonardVictor Galvin Facilities Management North East -Philip Cox Decentralisation, Industrial Relations & FOI, Competitions, Assignments & Promotions State Pension (Contributory) Working Age ICT Systems Archives Anne Vaughan Fraud Control Widows/Widowers Pension Health and Safety Business Improvement Unit Central Prosecutions Anne Vaughan Guardians Pension Southern -Neil Kelly Ursula Gilhawley Policy Framework Service Delvery Modernisation Dermot CondonPaddy DohertyPatricia Murphy Supplementary Welfare Allowance Liam WalshChild Benefit Client Eligibility Services Human Resources Policy, Employee Assistance Service, Grievance & Disciplinary, Anti-Bullying & Harassment Policy, Staff Training & Development Tony Kieran Elderly and Children ICT Systems Maternity Schemes South East - Philip O'Donohoe School Meals State Pension (Non Contributory) Early Childcare Supplement Electronic Exchange of Social Security Information Fuel Scheme One Parent Families Treatment Benefit Household Benefits Sean FayDomicilliary Care Allowance Scope / PRSI RefundsMid West -Vacancy John Bohan Free Travel Architecture and Platform Support Child Income Support / FIS Project Governance Dublin South -John Glennon Vincent Clohisey Core FunctionsPaul Morrin (transfer of functions from HSE to DSFA)Statistics, Business Intelligence Dublin North -Colm O'Neill Brian Duffy VFM Special Projects Seamus Quinn Internal Audit

13 Department of Social Protection Organisation Structure - May 2011 Internal Audit Secretary General Seamus Quinn Niamh O'Donoghue Deputy Secretary Anne Vaughan Dr Clem Leech Geraldine GleesonBrian O'RaghallaighOrlaigh Quinn Niall Barry Kathleen StackHelen Faughnan John McKeonAlice O'Flynn Chief Medical AdviserChief Appeals OfficerAssistant Secretary Deputy CMADeputy CAOFinance HR Strat + Services Enterprise ArchitectControl Operational PolicyTransformation - CWSWorking Age Policy Dr Ronan O'CallaghanDan KavanaghSiobhan Lawlor Celine MooreSean Fay Deirdre Shanley Bernard TongeLucy Fallon-ByrneDave Dillon Rita Tighe Budget/IMF ReportingHR Staff Develop.Software Eng.Mid Region +SIUTransformation - FAS Activation Agenda Denis MoynihanCathy BarronKevin CoadyPhil Cox Dublin Sth RegionLiam Treacy Marie O'Neill Mary O'Sullivan Leg/SoS/BP/RiskMgtPens/Carers/HHBInfrastructure Border Counties Paula Kelly Transformation - IRCommunity Schemes Helen McDonaldPatricia MurphyLiam WalshDon Watts Anne TynanTJ Fleming Finbar Murphy Dublin Nth Region Business IntelligenceContrib PensionsService DeliveryPaul Carroll Benefits/MRCMFAS Liaison Paul MorrinFiona WardVictor GalvinWest RegionJames Sadlier Brendan FrielPadraig O'Conaill Barry Kennedy Facilities/BISUNon Con Pens/HHB Business Architect John Shannon South East RegionDA/Carers/FIS PRSI/Scope/R+I/ER Tim QuirkeMiriam Finnegan Teresa Leonard Philip O'DonohoeCatherine Kellaghan Mary Kennedy Child Inc PolicyGreg Crowley VFM Special ProjectsGRO John Bohan Disability PolicyInternational Brian DuffyKieran Feely South RegionJoan McMahonAnne McManus CB/DCA/TB/CESNeil Kelly CIS Tony KieranGreg Crowley Richard Shine Social InclusionSWA Policy Information/DRIMCatherine HazlettKieran O'Dwyer Daragh O'Connor

14 Rural Social & Community Development Schemes CWOs/SWA Redundancy and Insolvency FÁS Employment and Community Services GRO National Employment and Entitlements Service

15  Customer centric service  Integrated supports ◦ Employment advice; needs identification and referral; job matching; income supports; exceptional needs supports  Tailored Case Management  Any door will do  Any channel will work

16  Organisation size: ◦ From 5,000 to 7,000  Organisation presence: ◦ From 130 to 180 offices localised clinics  Service offering now much broader ◦ Sophisticated support/information systems  New customer groupings – employers  ‘Integration issues’ – IT, HR, Culture

17  Communications critical and underway ◦ Customers ◦ Staff  Planning in place for different components  Organisations working closely together  Pilot projects in various locations  Overall plan to Government soon  Specific milestones to be detailed re Welfare System reform agenda; organisation change and service delivery

18 GovernmentCustomer/Taxpayer Reduce SW spend.. Reform SW system.. Activation of Working Age population... Efficient payment systems... Efficient customer engagement.... Accessible, agile systems....

19  Scale of change  Not a ‘green-field site’  Expectations – staff and customers  Multiple and competing priorities ◦ Whilst keeping business going...  Organisation capacity  ‘Core’ business of income support has stabilised at very ‘high’ levels

20  Central Role  Better service to customers  Better job satisfaction  Diverse career opportunities  New technology, new skills  Different perspectives Chance to make a difference!


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