CSA IT system dogged by problem cases

The Child Support Agency continues to have trouble processing thousands of cases through its computer systems.

Liberal Democrat MP David Laws tabled a parliamentary question asking how many cases have been "stuck" in the CSA's computer system since it was introduced.

In response, CSA deputy chief executive Mike Isaac said that in the past six to eight months approximately 32,000 cases have had the required "technical intervention work" carried out by supplier EDS to make them available again to CSA staff.

He added: "I can tell you that the number of cases we have currently identified which require technical intervention by EDS for them to be progressed is approximately 20,000. As of June 2005 the number of additional cases that now require such intervention each month is approximately 1,200."

Isaac said the CSA has set up a project to investigate the "underlying system faults that give rise to un-progressable cases".

The CSA said it is currently drawing up plans and timetables to allow such cases to be scheduled and managed in a "controlled and efficient manner".

Un-progressable cases are those that are temporarily unable to pass through the system.

The agency's IT supplier EDS told silicon.com: "There are a number of cases that require intervention each month but then can be progressed by simply amending incomplete data or implementing a defect fix."

It said that the technical intervention mentioned by Isaac involves a scan of a case to identify why it can't be progressed - usually the result of incomplete data or a defect. EDS said scans are run over night and typically a technician can move the item on in that period.