Mr. Owen Keegan:

I was not around at the time but the RTB commissioned a new ICT system in 2017. It probably came online in 2021. The reality is there were major issues with the system and it never achieved the targeted level of functionality. Tremendous work had to be done, particularly by my colleagues, to get a minimal level of service. We need to revisit the system and get the full range of functionality. Part of this is to improve the customer experience, which is not at an acceptable level. While the system has greatly improved on what it was, we need to invest in it. There are issues such as the bulk uploading of renewals and restrictions on the number of properties people can pay for. There are many minor issues which customers find quite frustrating. The customer experience is not what would be expected from a public body. There are plans afoot to address these omissions.