2. 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

3. 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. 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

4. And will know that we responded well to a dramatic increase in demand… 4

5. Rural Social & Community Development Schemes CWOs/SWA Redundancy and Insolvency FÁS Employment and Community Services GRO But may not grasp of the scale or significance of the change that is underway… ‘Old’ DSP ‘New’ DSP

6. 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. 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 Established in 2008 through merger of state welfare and employment agencies Established in 2006 through merger of state welfare and employment agencies Established through merger of state welfare and employment services - 1997

8. 8 Commence Payment Advise CWS Refer to FÁS Cease payment of BASI Apply for rent supplements etc. Refer to Training CES External 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 Commence Payment of BASI Take details Make 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. 9 Functional Experts Investigation Employment Guidance Special Needs Integrated View of Customer Case Management Functional experts brought in as necessary Customer provided with appropriate income, employment and personal development supports Customer Accesses Services Is allocated a nominated client representative Client Rep. assesses needs. Helps customer to develop/monitor personal progression plan. Immediate Needs Referral to Personal Development Job Placement Outcomes Multiple Access Channels Access …This will change under NEES.

10. Register for service and commit to participate in activation? Demonstrate Bona-Fides? Commence Payment Retain Payment Y Y Y N Move to reduced payment N Recommit and demonstrate Bona- Fides? Y Payment Restored Move to minimum payment rate N Under NEES payment of benefit will be linked to participation in activation programmes…

11. 11 Intensity of Support Client Distance from Labour Market High Low Self-Serve Job Search Reference to development Directive Guidance Frequency of intervention Relationship between Client profile and Intervention Type and Frequency …And the approach to activation will be tailored based on the client profile/needs.

12. 12 We have already made good progress

13. Process Modernisation (SDM) Public office processes Back Office Processes Medical Review and case mgmt BPI Projects Customer Communications Facilities/’high street’ Service Development Customer Profiling Case management Employer services Linkages to education sector Single Payment WA Interim Payment Disabled and Lone Parents Branding/Marketing Customer research Service Integration Redundancy & Insolvency CWS BSCF Rent Supplement Mortgage Supplement EN/UN Payments Employment Services Community Employment Programmes Services for disabled Organisation Development Strategy Development People Engagement Systems Development Transformed Organisation But there is still a huge amount of work to be done…. Organisation Capability Focus Customer Service Focus 13

14. 14 Critical milestones identified for the year ahead. MilestoneTarget DateStatus Approval of proposed NEES Scope and project plan proposal by Minister and Government July 26 2011Complete Establishment of Project Governance Board Sept 30, 2011On target Detailed Project planning completedSept 30, 2011On target Transfer of CWS completedOctober 1 2011On target Transfer of FÁS completedJanuary 1 2012On target Financial provisions included in 2012 Revised Estimates Volume February 2012On target ‘One stop shop’ trial commencedApril 1 2012On target First phase ‘one stop shop’ roll-out commenced Sept 1 2012On target

15. The objective: Complete the programme by end 2014 Apr 11Jul 11 Oct 11 Jan 12June12 Jan 13 June 13Jan 14 Transfer of functions a)CWS b)FÁS Integration a)CWS b)FÁS.. Development Profiling Case mgmt 1-stop-shop. Project n Implement/ operate 12341234 15