01 June 2012

Benefits Processing To Be Centralised

Benefits processing is to be centralised in Belfast and Londonderry offices by this autumn.

But the Social Security Agency (SSA) insisted the move would not mean job losses and said the changes to the local office network would improve customer service.

The third phase of the Customer First Initiative will allow the SSA to meet the demands of welfare reform, the agency said.

Tommy O'Reilly of the SSA said: "The Customer First changes, being implemented by the Social Security Agency, bring about a change to how the Agency's office network processes its business and allows us to provide greater choice for how our customers access our services. The changes brought about by Customer First help meet the changing needs of our customers and pave the way for the introduction of Universal Credit and other welfare reforms over the coming years. However, let me reiterate, there will be no loss of jobs for staff as a result of the Customer First restructuring proposals. No offices will be closing and customers who prefer to see staff face-to-face will continue to do so. The Customer First initiative aims to ensure that all our staff are fully supported in delivering an even better service to our customers."

The Customer First plan was first piloted in 2010.

The SSA proposes to complete the two remaining phases, involving new offices in towns including Enniskillen and Lurgan, by March 2013.

(NE/GK)