Gerry Adams (Louth, Sinn Fein)
Link to this: Individually | In context | Oireachtas source

554. To ask the Minister for Employment Affairs and Social Protection the number of persons awaiting payment for illness benefit in County Louth; the length of time these persons have been waiting; and when they can expect to receive payment of same. [46630/18]

Regina Doherty (Meath East, Fine Gael)
Link to this: Individually | In context | Oireachtas source

The information requested by the Deputy is not currently available in the manner requested.

However, the average processing time for individual Illness Benefit (IB) claims, dependent on the complexity of the claim application, is one week.

The Deputy should also note that IB payment volumes were restored to normal levels last week and my officials are monitoring them on a daily basis to ensure that they remain at this level. Any further issues that may arise will be dealt with as they are identified.

I trust this clarifies the matter for the Deputy.

Gerry Adams (Louth, Sinn Fein)
Link to this: Individually | In context | Oireachtas source

555. To ask the Minister for Employment Affairs and Social Protection the details of the difficulties with the new illness benefit scheme forms that she has identified since July and August 2018; the measures she has taken to resolve each of these difficulties; and the status of the outstanding difficulties that still remain in place. [46631/18]

Regina Doherty (Meath East, Fine Gael)
Link to this: Individually | In context | Oireachtas source

My Department transferred administration of the Illness Benefit scheme to its core Business Objects IT platform in August 2018. Although the system change has worked effectively for over 80% of IB customers, significant difficulties arose following implementation for a number of customers.

My Department is taking three main steps to resolve the issues impacting on payments. First, we have deployed additional staff to process the tasks and respond to the customer enquiries. Second, we have developed some new IT routines or ‘workarounds’ that address the payment gap issues and to ensure a faster flow-through to payments. Third, we are reviewing the design rules in the system to afford greater flexibility in processing of claims and certificates.

Payment volumes were restored to normal levels last week and my officials are monitoring them on a daily basis to ensure that they remain at this level. Any further issues that may arise will be dealt with as they are identified. In addition to these system issues, the Department acknowledges that it did not communicate effectively with customers.

In order to ensure that we learn from the lessons of this experience, I have arranged for an independent review into how the changes to IB were planned, implemented and – importantly – communicated to customers. I expect this work to be completed by the end of the year.

Finally, I would like to sincerely apologise again for the difficulties and frustration experienced by customers who did not receive the correct IB payment or who experienced delays in their payments over the last few weeks.

I hope this clarifies the matter for the Deputy.