The Appeals Service Northern Ireland (TAS) has signed a deal with Civica for the provision of an automated digital platform for intelligent workflow, scheduling, case management and document management.
It will be covered by a five-year, £3.4 million contract to support the case management of different types of appeal, with the aim of reducing the number of manual transactions needed and improving efficiency and customer contact.
Civica said the platform will provide for improved data analytics, help users connect data across systems, show an individual’s full appeals history and meet the service’s increasingly sophisticated reporting requirements.
TAS is Northern Ireland’s centralised appeals service, responsible for support to independent tribunals in appeals against decisions made by the Department for Communities on personal independence payments and child maintenance, HM Revenues and Customs, Northern Ireland Housing Executive and Land and Property Services.
It employs around 130 people in Belfast and Omagh, with a high volume of enquiries, 12,000 tribunal session records and 10,000 live appeal records at any one time.
Improvement
Mark Owens, managing director at Civica Northern Ireland added: “We’re delighted to have won this new contract with The Appeals Service and look forward to delivering an improved digital platform for all service users.
“As a major software and technology provider in Northern Ireland, we are fully committed to transforming the way public services operate via increasing cloud, data and digital innovation.”
The contract consolidates the company’s strong position in Northern Ireland’s public sector. During the summer it won a contract with the Department of Education to provide the software to administer teachers’ pensions, and has deals, among others, with the Police Service of Northern Ireland and the regional Fire and Rescue Service.
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