Mr. Tony O'Brien:

The service deals with approximately 7.8 million pieces of correspondence per annum and my understanding is that the number of missed files is relatively small. Where such losses occur, they have a very significant impact on the individuals concerned, which is regretted. We have commissioned a review both in the context of the learning we can gain from the process we have been through in the past 18 months and also in preparation for any new arrangement that might be introduced as a result of a policy framework. The object is to establish how we can improve all of the processes in order to minimise the impact on clients engaging with the applications process. Part of the complexity in the system derives directly from the legislation. We are considering how measures we might take to simplify the process for individuals could be supported by changes that might be contemplated in legislation so as to make the overall eligibility determination process more simplified.