Mr. Neil Ward:

There is a lot of work to be done with the website. Our intention is that a new website will go live in the first quarter of next year. In the meantime, we are taking some steps to address it. We have considered our printed forms first. Each division within INIS is going through those and has been given plain language guidance on how to restructure all the forms. They are all being made to look the same in order that people who have applied previously under one scheme will be familiar with the forms when they reach them again. That has almost being dealt with. We have about four forms left to do and we will have those completed over the summer. We will then turn to the content on the website. We can redesign the website and that is fine but the content is the critical element. We have put together a communications network within INIS that has representatives from every business area within INIS. The National Adult Literacy Agency has been brought in to do plain language training with that whole cohort. That training has gone very well. I heard there is huge appetite among the staff for this. They acknowledge we are getting more queries because our website is not clearer. The intention is that from the autumn on, we will start getting new content ready and when the new website goes live in the first quarter, it will go live with up-to-date and accessible information for all our customers.

The last piece, which goes alongside that, is a shift from paper forms, which leads to other processing difficulties. We are a very paper-heavy organisation so we are shifting our forms online. We have a project live at present. The first two forms will go online, we hope, in late September, possibly early October. Then the intention is that between that point and the end of 2019, every single one of our forms will transition online and be accompanied by clear, accessible guidance as to how they should be completed.