Ms Paula Lyons:

Initially, the overpayment value must be calculated. This perhaps links to the Deputy's question about whether somebody has a dispute on the amount of overpayment, as we must be able to show the calculation of how the overpayment amount was arrived at. We know we have had delays in reaching those values and that is one area of improvement we are working on. We are seeking to centralise how we calculate those values to speed up the process internally. Once the value is identified, we are into the process I outlined earlier of going back to a local HR person to confirm that the recoupment is in order for proceeding and notification with employees. There is a two-letter notification process with employees. We are very much focused on how to cut out any of the delaying steps along the way.

We have much improved internal reporting. Ms Murphy-Fagan referred to reports going externally to our client base, but within our own walls, we have significantly improved reporting for ourselves for management information. On a weekly basis we can see how cases are moving through the system and at each stage, from value assessment through to notification and a recoupment plan being put in place, along with the targeting of possible delays. We can give the committee assurance on what we have done since the results of 2016 and through 2017 in terms of sharpening and improving our process.