EA DSS Case study
The Department of Social Security (DSS) is responsible for the development, maintenance and delivery of the United Kingdom's social security programme and of the UK Government's policy for child support. The DSS currently employs around 90,000 staff and utilizes the largest civilian computer operation in Europe to provide services to its executive agencies, other Government bodies and various Independent Statutory Bodies. One of those executive agencies, the Information Technology Services Agency (ITSA), is responsible for providing the necessary IT systems and services, either internally or through contracts with the private sector.
Social Security spending is approaching £ 100 billion a year (1999), making it the biggest single spending Department in Government. At any given time, 70% of the population are in contact with the DSS. In 1998 the Department:
• Dealt with 15 million benefit claims, and 33 million changes of circumstances;
• Made nearly a billion payments (a great deal of which were handled electronically); and
• Handled upwards of 160 million telephone enquiries.
Departmental IT systems have tended to be product-based rather than customer-centred. There are separate systems for each DSS agency. In the case of the Benefits Agency, there are separate systems for each benefit. Each benefit system has evolved as a series of processes, supported by its own IS / IT. These ‘Benefit Chimneys’ support their own individual processes, and hold their own information. The consequence is unnecessary duplication and inefficiency, between processes and functions that are, or could be, common. This is especially the case in the way that the Department uses the information it holds. This belies the fact that these systems have data and functions in common.
Recognizing the problems inherent in a product-based approach, a Corporate IS/IT (CISIT) Strategy was developed to support Government objectives for a modern, more responsive social security service. IS and
Social Security spending is approaching £ 100 billion a year (1999), making it the biggest single spending Department in Government. At any given time, 70% of the population are in contact with the DSS. In 1998 the Department:
• Dealt with 15 million benefit claims, and 33 million changes of circumstances;
• Made nearly a billion payments (a great deal of which were handled electronically); and
• Handled upwards of 160 million telephone enquiries.
Departmental IT systems have tended to be product-based rather than customer-centred. There are separate systems for each DSS agency. In the case of the Benefits Agency, there are separate systems for each benefit. Each benefit system has evolved as a series of processes, supported by its own IS / IT. These ‘Benefit Chimneys’ support their own individual processes, and hold their own information. The consequence is unnecessary duplication and inefficiency, between processes and functions that are, or could be, common. This is especially the case in the way that the Department uses the information it holds. This belies the fact that these systems have data and functions in common.
Recognizing the problems inherent in a product-based approach, a Corporate IS/IT (CISIT) Strategy was developed to support Government objectives for a modern, more responsive social security service. IS and