Dáil Éireann Debate, Tuesday - 13 November 2018
96. Deputy John Curran asked the Minister for Employment Affairs and Social Protection the cause of the difficulties experienced by persons accessing illness benefit payments over the past few months; the reason no information was available; the reason telephone calls from persons seeking advice were not answered; and if she will make a statement on the matter. [46823/18]
View answer105. Deputy Joan Collins asked the Minister for Employment Affairs and Social Protection the details of the problems with the new system for illness benefit claims; and the average delay times in issuing claims. [46886/18]
View answer111. Deputy Catherine Connolly asked the Minister for Employment Affairs and Social Protection the number of persons awaiting back payment of illness benefit payments; the number of weeks for which the payments are outstanding; the value of outstanding payments; and if she will make a statement on the matter. [46885/18]
View answer125. Deputy Thomas Pringle asked the Minister for Employment Affairs and Social Protection the status of her handling of delays in the issuing of illness benefit payments; if these delays have been fully addressed; if not, when she envisages payment issues will be resolved; and if she will make a statement on the matter. [46624/18]
View answer128. Deputy Aindrias Moynihan asked the Minister for Employment Affairs and Social Protection the steps being taken to address the delays in processing and paying illness benefit; the reason for these delays; when all persons will be paid up to date; and if she will make a statement on the matter. [46878/18]
View answerI propose to take Questions Nos. 96, 105, 111, 125 and 128 together.
My Department transferred administration of the Illness Benefit scheme to its core Business Objects IT platform in August 2018. Although the system change has worked effectively for over 80% of IB customers, significant difficulties arose following implementation for a number of customers.
My Department is taking three main steps to resolve the issues impacting on payments. First, we have deployed additional staff to process the tasks and respond to the customer enquiries. Second, we have developed some new IT routines or ‘workarounds’ that address the payment gap issues and to ensure a faster flow-through to payments. Third, we are reviewing the design rules in the system to afford greater flexibility in processing of claims and certificates.
As a consequence of the steps just described people who are due a payment and whose certificates and claims are in order should now receive their payment entitlement. I can advise that payment volumes were restored to normal levels over the past two weeks and my officials are monitoring them on a daily basis to ensure that they remain at this level. Any further issues that may arise will be dealt with as they are identified. In addition to these system issues, the Department acknowledges that it did not communicate effectively with customers.
In stating this it is important to note that there are always cases, and were always such cases under the old system, where people's payments are legitimately stopped or paused for a variety of reasons. These type of issues will always remain and are normally dealt with via our helpline number. Given high call volumes in recent weeks this service was not sufficient to deal with the queries arising but with the additional resources now deployed the helpline service has improved and is continuing to improve.
In order to ensure that we learn from the lessons of this experience, I have arranged for an independent review into how the changes to IB were planned, implemented and – importantly – communicated to customers. I expect this work to be completed by the end of the year.
Finally, I would like to sincerely apologise again for the difficulties and frustration experienced by customers who did not receive the correct IB payment or who experienced delays in their payments over the last few weeks.
I hope this clarifies the matter for the Deputies.
