NISSA Electronic Communications

The request was successful.

Dear Department for Social Development (Northern Ireland),

FAO: Northern Ireland Social Security Agency

I write to request the following information held by your department under the terms set in the Freedom of Information Act (FoIA).

Your colleagues at the Department for Work and Pensions have previously disclosed policy, guidance and desk aid documents to another WhatDoTheyKnow (WDTK) requestor regarding their policy on electronic communications with customers [1].

I would be interested in knowing whether or not your department has any specific guidelines or policy for staff on communicating with customers using electronic communication channels.

To clarify, I would define "electronic communications" as the following channels at a minimum:
* Email
* Secure Messaging - i.e. web based solutions
* Web Chat
* Online BSL Interpretation (such as SignVideo)
* Text Messaging

Taking cognisance of the requirement to provide solutions for customers with disabilities as a "reasonable adjustment" under the NI equivalent of the Equality Act (The Disability Discrimination Act 1995), I know that in the past NISSA may have used some of these methods to communicate with customers on an ad-hoc or individual agreement basis, however, as the security of unencrypted email can be questionable at times, I would also be interested in knowing:

* How many customers have a registered request for a "reasonable adjustment" of this type (if known)
* What process NISSA/DSD requires a customer to complete in order for this type of communication channel to be used.

In addition, your colleagues at the DWP have inferred in their 2015 guidance that they are working on "developing secure communication solutions" through Digital Transformation and Welfare Reform. I am aware that NISSA is currently working on rolling out Personal Independence Payment in Northern Ireland as a replacement for DLA, so would be particularly interested in knowing if you hold any of the following:

* Any business case/plan held in relation to "secure communication solutions"
* Copies of any communications held with the DWP regarding these solutions, particularly regarding NISSA use of a DWP solution (as NISSA currently use a DWP hosted email system).

If development of such a system is planned…
* If the development is not being handled in-house, a copy of any tender and contract award which was issued by the department relating to these solutions (or, a signpost to the relevant repository if easier)
* Any documentation relating to the current status of these solutions, in particular, which service areas are being covered and any expected rollout dates/phases.

If it helps to narrow my request to a particular service area, particularly in light of the cost provisions under the act, I am particularly interested in any plans for the DLA/PIP and Access to Work areas, but, any general information is of course most welcome.

I look forward to hearing from you within the usual 20 working day period.

Yours faithfully,

Martyn Dewar

Mccleery Carol NISSA BELFAST LESLEY EXCHANGE,

1 Attachment

Mr Dewar,
 
Please see attached FOI DSD/2016-0055 acknowledgement letter.
 
 
 
Many Thanks
 
Carol McCleery
Single Investigation Service
Support
Lesley Exchange 1
24 East Bridge Street
Belfast 1 3NR
 
(dd 02890040516)
(ex 8516) (IP to IP 755488516)
 
[1][email address]
 
 
 
 
 

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Hood James NISSA BELFAST LESLEY EXCHANGE,

1 Attachment

Mr Dewar
 
Please see attached in relation to your FOI request.
 
Thanks
 
James
 
 
James Hood / Support and Prosecutions / Single Investigation Service /
Ground Floor Lesley Exchange 1 / 24 East Bridge Street / Belfast BT1 3NR /
Tel: 028 90040514 / IP to IP 7 5548 8514 Ext: 8514 / E-mail:
[1][email address]
 
 
 

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Mccleery Carol NISSA BELFAST LESLEY EXCHANGE,

1 Attachment

Dear Mr Dewar,
 
Please see the attached response to your Freedom of Information request.
 
 
Many Thanks
 
Carol McCleery
Single Investigation Service
Support
Lesley Exchange 1
24 East Bridge Street
Belfast 1 3NR
 
(dd 02890040516)
(ex 8516) (IP to IP 755488516)
 
[1][email address]
 
 
 
 
 
 

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