Social Security Agency puts ‘Customers First’

The Customer First Initiative, now into its third phase, will see the centralisation of benefit processing in a number of Belfast and Londonderry Social Security Offices. This is planned to be completed by Autumn 2012. Further phases will incorporate new processing centres in Lurgan, Dungannon, Newry, Armagh and Enniskillen.

Social Security Agency, Chief Executive, Tommy O’Reilly 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 the Agency’s North District from April to October 2010 and continued with roll out into the Agency’s Belfast West & Lisburn District, which completed in September 2011.

The Agency proposes to complete the two remaining phases of Customer First implementation by March 2013.