IT WAS LATE in coming, but nevertheless good to hear the Director of the National Insurance Scheme (NIS), Ian Carrington, break his silence on the difficulties being experienced in the timely delivery of pension and other payments to some beneficiaries. But, why did it take so long for him to acknowledge publicly that there was a major problem?
The NIS behaved like a stubborn mule while people complained almost daily on radio call-in programmes or to newspapers. The situation certainly took on a different complexion when Leader of the Opposition Mia Mottley spoke late last week to the challenges pensioners and others dependent on the NIS were encountering.
Mr Carrington’s swift response following her intervention would suggest her voice holds more weight than those people directly affected and who had been crying out for help. Their complaints seem not to have been treated with the urgency they deserved.
The entire episode was a most unfortunate one and highlighted severe weaknesses in the NIS’ corporate communications policy, a lack of sensitivity and damage to its reputation. These are all issues which when ranked with all the risks the NIS will consider – human capital, information technology (IT) network and investment – must certainly be seen as the ones which can hold it up in high esteem.
It may not be easy to measure the damage done, but the development of social media and the various new channels of communication would have contributed to a negative view of the NIS in this matter. Based on the sentiments expressed through these channels, some people felt that the social security system had a money issue.
Mr Carrington must know that protecting the NIS’ business reputation is a most important task. This island’s social security system has long had a good reputation, but it is a vulnerable, intangible asset which is also difficult to protect. What has taken place suggests the situation was not properly handled.
That the basis of the NIS’ problem has been with its information technology system is another issue which should be clearly explained to the public. Unlike a private company which must report to its stockholders, the NIS should clearly outline to its contributors what has gone so terribly wrong with its efforts to upgrade its technology. To explain is necessary, since it is not the first time that the public has heard of major IT problems at the NIS. The public demands a lasting solution.
There are many people in Barbados dependent on social security as a major source of financial support. Not receiving their benefits in a timely manner can be devastating for many households, particularly pensioners. The NIS’ leadership needs to show more compassion in its treatment of the public.
