The development of the National Employment and Entitlements

Service

from the merger of

2

Department of Social Protection

Community Welfare Service

Employment and Community Employment

Services

Who ...

• Government and the tax-payer

• Children and families e.g. Child benefit, FIS, carers, school meals

• People of working ageJobseekers, lone parents, disabled, widowed

• Older people Pensions, household benefit etc.

Most people are aware of DSP’s traditional role….

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

And will know that we responded well to a dramatic increase in demand…

4

27,800 36,140

15,026

-47,819

5,185

37,718

70,639

222,412

276,381

2001 2002 2003 2004 2005 2006 2007 2008 2009

Change in No of Beneficiaries

Rural Social & Community Development Schemes

CWOs/SWA

Redundancy and Insolvency

FÁS Employment andCommunity Services

GRO

But may not grasp of the scale or significance of the change that is underway…

‘Old’ DSP

‘New’ DSP

There is a strong consensus on the merits of an activation based approach to welfare/ employment services...

6

• Report of the Employment Task Force (Wim Kok) November 2003 – Focus on ALMP

• OECD Report: ‘Activation policies in Ireland’ January 2009– Focus on activation and service integration.

• ICTU: Job Creation and Protection Plan May 2009 –Training and career counselling for unemployed

• NYCI Report: ‘Creating a future for young jobseekers’ March 2011 – Service Integration and activation.

• Government decision to establish a National Employment and Entitlements Service March 2011

• NESC Report: Supports and Services for Unemployed Jobseekers August 2011

7

It is a consensus that has already been reflected in how other states deliver services

Established by the Department of Work and Pensions in 2005

Establishedin 2008 through merger of state welfare and employment agencies

Establishedin 2006 through merger of state welfare and employment agencies

Established through merger of state welfare and employment services - 1997

8

CommencePayment

Advise CWS

Refer to FÁS

Cease payment of BASI

Apply for rent supplements

etc.

Refer toTraining

CESExternal job.

Jobs club

Make CE/Training payments

Advise DSP

Take-off payment

Cease payment at scheme end

Advise DSP

Re-start payment

Take details Make appt.

Refer to CWS

Take details

CommencePayment of

BASI

Take detailsMake

appointment

3 sets of interfaces X 3 sets of records X 3 sets of payments X 50+ options =complexity, duplication, frustration and sub-optimal outcomes for customers

But is not, yet, reflected in how we do business in Ireland…

9

Functional Experts

InvestigationEmployment

GuidanceSpecial Needs

Integrated

View

of C

usto

mer

Case Management

Functional experts brought in

as necessaryCustomer provided with

appropriate income, employment and

personal development supports

CustomerAccesses Services

Is allocated a nominated client

representative

Client Rep. assesses needs.

Helps customer to develop/monitor

personal progression plan.

ImmediateNeeds

Referral toPersonal Development

Job Placement

Outcomes

Mu

ltip

le A

cces

s C

han

nel

s

Access

…This will change under NEES.

Register for service and commit to participate in activation?

Demonstrate Bona-Fides?

Commence Payment

Retain Payment

Y

Y

Y

NMove to reduced payment

N

Recommit and demonstrate Bona-Fides?

Y PaymentRestored

Move to minimum payment rate

N

Under NEES payment of benefit will be linked to participation in activation programmes…

11Intensity of Support

Clie

nt

Dis

tan

ce f

rom

Lab

ou

r M

arke

t

High

HighLow

Low Self-Serve

Job Search

Reference to development

Directive Guidance

Frequ

ency o

f interven

tion

Relationship between Client profile and Intervention Type and Frequency

…And the approach to activation will be tailored based on the client profile/needs.

12

Action Description Status

Development

of Activation

capability

Development and

implementation of process

and system capability to

profile citizens on the live

register and engage with

them to facilitate and

encourage a return to the

employment.

1. Client profiling tool developed and deployed on pilot basis.

2. Case management system developed and deployed on pilot

basis

3. New Employment Action Plan (EAP) referral tool/system

developed and in pilot.

4. Benefit sanctions introduced to people not engaging with

activation process.

Organisation

Mergers

Community Welfare Service

transferred to the DSP

1. Legislation in place

2. Transfer on a secondment basis complete on 1/1/2011.

3. Management reporting in place

4. Union discussions on-going

5. On target of full transfer by 1/10/11

FÁS Employment Services and

Community Employment

services transferred to DSP

1. Legislation in place

2. Funding and policy authority now with DSP.

3. Management separation and reporting in place

4. Union discussions on-going

5. On target for a full transfer by 1/1/2012

Integration of

services

Integration of business

activities to improve

efficiency and effectiveness

of operations

1. CWS Back to School scheme integrated into DSP- savings of

c €2m.

2. JobBridge – The National Internship Scheme developed on

integrated basis by DSP/FÁS.

3. Revised approach to employment referral implemented on

integrated basis by DSP and FÁS. – Increasing throughput

and participation.

We have already made good progress

ProcessModernisation (SDM)

Public office processes

Back Office Processes

Medical Review and case mgmt

BPI Projects

Customer Communications

Facilities/’high street’

ServiceDevelopment

Customer Profiling

Case management

Employer services

Linkages to education sector

Single Payment WA

Interim Payment

Disabled and Lone Parents

Branding/Marketing

Customer research

ServiceIntegration

Redundancy &

Insolvency

CWS

• BSCF

• Rent Supplement

• Mortgage Supplement

• EN/UN Payments

Employment Services

Community Employment Programmes

Services for disabled

OrganisationDevelopment

StrategyDevelopment

PeopleEngagement

SystemsDevelopment

Transfo

rmed

Organ

isation

But there is still a huge amount of work to be done….O

rgan

isat

ion

Cap

abili

ty F

ocu

s

Customer Service Focus

13

14

Critical milestones identified for the year ahead.

Milestone Target Date Status

Approval of proposed NEES Scope and

project plan proposal by Minister and

Government

July 26 2011 Complete

Establishment of Project Governance

Board

Sept 30, 2011 On target

Detailed Project planning completed Sept 30, 2011 On target

Transfer of CWS completed October 1 2011 On target

Transfer of FÁS completed January 1 2012 On target

Financial provisions included in 2012

Revised Estimates Volume

February 2012 On target

‘One stop shop’ trial commenced April 1 2012 On target

First phase ‘one stop shop’ roll-out

commenced

Sept 1 2012 On target

The objective: Complete the programme by end 2014

Apr 11 Jul 11 Oct 11 Jan 12 June12 Jan 13 June 13 Jan 14

Transfer of functionsa) CWSb) FÁS

Integrationa) CWSb) FÁS.

.

DevelopmentProfiling

Case mgmt

1-stop-shop..Project n

Implement/operate

1

2

3

4