Inadequacies in a new IT platform developed to process illness benefit claims are leading to serious delays in payments to needy claimants, according to Fórsa.
The head of the union’s civil service division, Derek Mullen, today (Tuesday) called for an urgent review of civil service IT systems, including what he believes is an over-reliance on external IT consultants in the Department of Social Protection and other government departments and agencies.
The union has sought a reversal of the new payment policy. It has also identified priority fixes for the IT system and special measures to deal with backlogs.
Mr Mullen said claimants had experienced serious delays following a change from payment in arrears to a real-time payments system.
“This has been exacerbated by problems with a new computer system. Staff are making huge efforts to get people paid using a platform that just can’t cope with the demands. As a result, they’re suffering the brunt of customer dissatisfaction, despite the fact that they are not responsible for the problems that have developed,” he said.
As well as apologies to the public, there should also be a very clear apology to the staff who were not to blame for the current crisis.
During negotiations with management on the issue, the union has sought a reversal of the new payment policy. It has also identified priority fixes for the IT system and special measures to deal with backlogs. The union pledged to continue to work closely with the department to ensure that whatever measures are necessary can be implemented as a matter of urgency.
Mr Mullen has also told the department’s secretary general that the staff concerned deserved the full support of their management. “As well as apologies to the public, there should also be a very clear apology to the staff who were not to blame for the current crisis,” he said.