Mr. David Delaney:

The end-to-end review went through a process of interacting with all the teams and units in the International Protection Office and the International Protection Appeals Tribunal. It is also looked to the Catherine Day report for guidance on the big picture. Very wisely, it set out key targeted recommendations. Ms Buckley referred to one, that was in respect of getting civil servants to do specific targeted work to instantly give us an opportunity to increase productivity. There are other recommendations may not have received the same headlines which we have moved to implementing. I mentioned the ability to upscale the videoconferencing facilities to a much greater degree. It also involved bringing in efficiencies in how applications were dealt with, to reduce the contact time for the customer and to process claims quicker in those early stages. There has been some feedback on putting the questionnaire online and how we could accept it back by email. All those little recommendations have been implemented along the way. Indeed, sometimes when an idea would come forth during discussions by the end-to-end team with staff, they would nearly implement it and then three months later the end-to-end review team would have it as part of the recommendation. There was that type of positive interaction and engagement.

On the broader IT question, it would be hard to put a number on the cost for a while. Probably because of Covid, we have already moved to trying to get as many documents and interactions digitally without having a wonderful new expensive computer system. The questionnaire being emailed in is a very simple recommendation, which stopped people filling it in by hand and posting it and then scanning it and putting it onto a file. That will form part of a digital file. We are now moving towards having as many things on a digital file as possible. Those are the types of practical recommendations from the end-to-end review at work. Does that answer the Deputy's questions?