I complained to the ombudsman on behalf of a client about the processing of his housing benefit. The local authority acknowledge that there have been errors as a result of the "Northgate Benefits System" which they use. The ombudsman has asked me to comment on whether this system is particularly unreliable when compared to others in use by other local authorities. Does anyone have any experience of the reliability of the Northgate Benefits System vis a vis other benefits systems currently in use by other local authorities?

"Reliability of the Northgate Benefits System"

Change the word "Northgate" to "any", and it won't be too far off the mark .

In fairness, it's been too long since I've used any version of what is now Northgate to comment on the reliability of that system in the context of hands-on experience. However, maybe the following general view is of interest.

In 20 years cumulative benefits experience, including assessing and dealing with appeals, there has not been one single system that I have been seriously impressed with.

Over the years, I have found most have had their good points, but ALL have had problems and limitations that require "workarounds" (including manual adjustments). Occasionally, the computer system is simply incapable of doing what is necessary and even the workarounds won't help. And downtime is just a fact of benefits life.

A further difficulty is that the computerisation of the HB/CTB calculation means that large numbers of assessors simply don't recognise a flawed calculation when they see it - an assumption is made that the computer system must always be correct.

Maybe a rhetorical question assists: "Are HB/CTB computer systems made for the benefit of LAs, or are they made for the benefit of the software houses?".

The above doesn't directly answer the points raised but, if it's of use, feel free to use the content.

Regards

Change pnultimate paragraph tp:

"Are computer systems made for the beenfit of customers, are are they made for the beenfit of the software houses?"

I cherish a haiku given to me by the former administrator of my CAB:

"Yesterday, it worked.
Today it is not working.
Windows is like that."

We use Northgate, and it does certainly have it's shortcommings, but to be fair when we identify "computer" errors it is more likly to be user errors (system admin or officer input) than there being something wrong with the code.