The Northern Ireland Social Security Agency (NISSA) is overhauling its Pensions Credit systems with software from Chordiant.
NISSA was established in 1991 and is the largest agency in Northern Ireland. Its main functions are helping people of working age into employment and providing financial help for people unable to work. Its programme for working age customers is delivered in partnership with Northern Ireland’s Department for Employment and Learning.
The Agency delivers its services to about 650,000 customers, almost a third of whom are pensioners, through a network of 35 locally based offices and a number of large centralised branches including the Pensions Service. Annual programme expenditure is about £4 billion sterling.
The Chordiant products are intended to provide the Pension Credit Call Centre agents with a complete, real-time view of the entire customer relationship by integrating the multiple communication channels and real-time transactional data sources.