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Inside the State Claims Agency: The Operations Team

  |   State Claims Agency

The Operations team in the State Claims Agency (SCA) has been in existence as long as the Agency itself, since the year 2000. As a service provider, Operations’ remit is twofold:  1) to process all claims-related payments on behalf of the SCA and 2) provide IT support to internal and external stakeholders.  IT support is provided to SCA staff across all IT platforms, but most specifically on the document management system and the National Incident Management System (NIMS).  The team also provide Helpdesk support to external clients via email and telephone specifically on NIMS.  The team is currently comprised of 7 personnel, three each for accounts and IT with support from an administrative assistant.

The accounts team deal with all payments – invoices, legal costs, settlements etc – generated through the day to day management of claims which have been taken against Delegated State authorities (DSAs).    Once these payments are made, Accounts then have to ensure that SCA are reimbursed by the DSA on whose behalf the claim is being managed.   The team processes in the region of 1000 payments monthly.  These payments generate a large amount of queries from internal Claims Managers, those seeking payment, colleagues in NTMA Finance who make these payments through the NTMA General Ledger, as well as the DSA clients themselves.    The processing of payments by the SCA falls under Prompt Payment legislation, meaning that payments have to be made within 30 days of being received.

The IT team are the first port of call for SCA personnel when it comes to day to day IT issues – printers, scanners, network access etc.  The two specialist systems used by the SCA are 1) the Softco document management system – all documentation relating to every claim is stored on this system, creating a soft copy version of a claim file and 2) the National Incident Management System commonly referred to as NIMS.  All of the DSAs have a statutory requirement to log all incidents with the SCA and NIMS is the method provided to meet this requirement.   Day to day support, through NIMS Helpdesk, involves creating new users, applying new access, guidance with logging specific incidents, assisting with view creation and report generation and deleting duplicate incidents.  The team is also very much involved in the design and updating of the system.   NIMS is an evolving system and as more of the DSAs start to use it, the SCA receives more requests for additions and modifications to the system.  SCA has a Change Authorisation Review Team (CART) and a process for reviewing these changes, assessing the risk to existing data should a change be made and making recommendations accordingly.  Operations personnel are key to this team and process.

On average, the IT team deal with up to 500 emails and close to 300 telephone calls a month.  IT Operations also provide all the training in relation to NIMS and in the past 12 month period have trained over 200 personnel across DSAs.

On average, the IT team deal with up to 500 emails and close to 300 telephone calls a month.  IT Operations also provide all the training in relation to NIMS and in the past 12 month period have trained over 200 personnel across DSAs

The day to day activities of the Operations Team are very process driven and the team sought NSAI Quality Management System ISO 9001:2008 Standard certification in 2009. The team were awarded this certification on the first attempt and have maintained that certification ever since.


Article by: Maeve Wright,
Operations Manager, SCA