1. A Changing Organisation
Niamh O’Donoghue
Secretary General
Department of Social Protection

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

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

4. Organisations Dept of Agriculture Dept of Health
‘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. Challenge of change... 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. What doesn’t work..... 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. What does..... Clarity of vision and purpose Honest communication
Engagement
Shared ownership
Realistic, but ambitious, timeframes
Flexibility and agility
Risk management
Celebration of achievement

8. Historic scope of business….
What ...
Policy development
Income support – over 50 Schemes – unique customer service role
Control and risk management
Activation
Referral
Information services
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.
How...
Direct Provision
Via Agencies
Collaboration

9. What we do..... Changing needs of citizens
National network of 10 regional headquarters and 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. Dept of Social Protection
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. Changing Shape 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 Waldron
Oliver Ryan
Eoin O'Broin
Brian O'Raghallaigh
Tom Mulherin
Alice O'Flynn
Gerry Mangan
Brian Flynn
Director
Assistant Director General
Assistant Secretary
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 McDonald
Nadine Mangan
Mary O'Sullivan
Brendan Friel
Dr. Clement Leech
Kieran Feely
Celine Moore
Marie O'Neill
Mary Kennedy
Dave Dillon
Catherine Hazlett
Business Architect
IS Division Management & Development
Corp Dev, Business Plans (MSU), SMI, Partnership Support, Disability Sectoral Plan
Short-Term Illness
Chief Medical Advisor
General Register Office
Regional 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 Galvin
Richard Shine
Regional Managers:
Orlaigh Quinn
Daragh O'Connor
IS Operational Services
Paul Carroll
Carers Schemes
Client Identity Services
Siobhan Lawlor
Pension, Carers Policy
Customer Service
Risk Management
Family Income Supplement
Vacancy
Standard Authentication Framework Environment
North West -
Don Watts
Vote & Social Insurance Fund, Salaries & Payments, Financial System, Treasury, Reconciliation of Payments
Helen Faughnan
Anne 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 Services
Kevin Coady
Business Continuity Planning
Customer Comments and Complaints / Channels
Client Systems
Geraldine Gleeson
Joan McMahon
Western
Barry Kennedy
Deirdre Shanley
Case Management
Maintenance Recovery
Employment Support Services / Labour Market
Tim Quirke
Medical Review & Assessment
Central Overpayments & Debt Management
Anne Tynan
Teresa Leonard
Victor 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
Guardians Pension
Southern -
Neil Kelly
Ursula Gilhawley
Policy Framework
Service Delvery Modernisation
Dermot Condon
Paddy Doherty
Patricia Murphy
Supplementary Welfare Allowance
Liam Walsh
Child 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 Fay
Domicilliary Care Allowance
Scope / PRSI Refunds
Mid West -
John Bohan
Free Travel
Architecture and Platform Support
Child Income Support / FIS
Project Governance
Dublin South -
John Glennon
Vincent Clohisey
Core Functions
Paul 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 Gleeson
Brian O'Raghallaigh
Orlaigh Quinn
Niall Barry
Kathleen Stack
Helen Faughnan
John McKeon
Alice O'Flynn
Chief Medical Adviser
Chief Appeals Officer
Assistant Secretary
Deputy CMA
Deputy CAO
Finance
HR Strat + Services
Enterprise Architect
Control
Operational Policy
Transformation - CWS
Working Age Policy
Dr Ronan O'Callaghan
Dan Kavanagh
Siobhan Lawlor
Celine Moore
Sean Fay
Deirdre Shanley
Bernard Tonge
Lucy Fallon-Byrne
Dave Dillon
Rita Tighe
Budget/IMF Reporting
HR Staff Develop.
Software Eng.
Mid Region +SIU
Transformation - FAS
Activation Agenda
Denis Moynihan
Cathy Barron
Kevin Coady
Phil Cox
Dublin Sth Region
Liam Treacy
Marie O'Neill
Mary O'Sullivan
Leg/SoS/BP/RiskMgt
Pens/Carers/HHB
Infrastructure
Border Counties
Paula Kelly
Transformation - IR
Community Schemes
Helen McDonald
Patricia Murphy
Liam Walsh
Don Watts
Anne Tynan
TJ Fleming
Finbar Murphy
Dublin Nth Region
Business Intelligence
Contrib Pensions
Service Delivery
Paul Carroll
Benefits/MRCM
FAS Liaison
Paul Morrin
Fiona Ward
Victor Galvin
West Region
James Sadlier
Brendan Friel
Padraig O'Conaill
Barry Kennedy
Facilities/BISU
Non Con Pens/HHB
Business Architect
John Shannon
South East Region
DA/Carers/FIS
PRSI/Scope/R+I/ER
Tim Quirke
Miriam Finnegan
Teresa Leonard
Philip O'Donohoe
Catherine Kellaghan
Mary Kennedy
Child Inc Policy
Greg Crowley
VFM Special Projects
GRO
John Bohan
Disability Policy
International
Brian Duffy
Kieran Feely
South Region
Joan McMahon
Anne McManus
CB/DCA/TB/CES
Neil Kelly
CIS
Tony Kieran
Richard Shine
Social Inclusion
SWA Policy
Information/DRIM
Catherine Hazlett
Kieran O'Dwyer
Daragh O'Connor

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

15. Philosophy... 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. Scale of change Organisation size: Organisation presence:
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. Process 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. Importance..... Government Customer/Taxpayer Reduce SW spend..
Reform SW system..
Activation of Working Age population...
Efficient payment systems...
Efficient customer engagement....
Accessible, agile systems....

19. Risks! 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. Opportunities Central Role Better service to customers
Better job satisfaction
Diverse career opportunities
New technology, new skills
Different perspectives
Chance to make a difference!