Fiona O'Loughlin (Kildare South, Fianna Fail)
Link to this: Individually | In context | Oireachtas source

199. To ask the Minister for Employment Affairs and Social Protection the status of the delays in the processing of new and existing illness benefit claims; and if she will make a statement on the matter. [47517/18]

Finian McGrath (Dublin Bay North, Independent)
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 processes 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.