14th November 2000: Department of Social Security launches Quality Service Charter

During the press conference held to mark the launch of the new Charter, Acting Prime Minister and Minister for Social Policy, Lawrence Gonzi said that the Department of Social Security is currently in the process of upgrading its IT systems. The Department is also planning an expenditure of Lm200,000 over the coming year to ensure that payments are delivered efficiently and that the service is rendered more customer-friendly. Dr Gonzi went on to explain that in a few days a "zero tolerance strategy" is to be implemented with the aim of clamping down on fraudulent claims for social security benefits.

As from tomorrow, the Department will also be informing individuals of their eligibility to receive certain benefits. All those retiring from work after 1st March 2000 shall receive the relative application form to be used when applying for retirement pensions. The same will apply to those who register a marriage or birth of a child who will be receive information on how to apply for marriage grants and children's allowances.

In an effort to render its services more accessible to the public, the Department's Customer Care Section in Valletta is also extending its opening hours and a number of informative leaflets will be available at District Offices and Local Councils' premises for the benefit of the public. (For more information kindly visit the Ministry for Social Policy Website at http://www.msp.magnet.mt/ministry/services.htm

Director, Social Security, Mr Edward Gatt said that the Department had delayed the issue of this Quality Service Charter partly due to the sheer volume of work that the Department handles. The Department issues over 1.5 million cheques annually. Before any guarantees on standards of service could be given an extensive review exercise had to be carried out and the department's IT infrastructure considerably strengthened. In fact, this Charter does not cover all the services offered by the Department of Social Security. With this in mind, the Department is concentrating on the completion of its computerisation project and is planning to recruit a number of District Managers who will be given special training in order to improve the level of service available from District Offices.