SWD corrects computer glitch affecting long term care services

The Social Welfare Department staff confirmed the veracity of a report involving an elder whose allocation of service was delayed by about six months. 

His application was approved for an immediate allocation. The department has taken the initiative to explain the problem to the elder's family and apologise for the delay, which is estimated to be about six months. There is no question of covering up the matter.

The SWD observed that the problem concerned the Delivery System which may possess a risk of accuracy in terms of waiting time information for cases involving a switch from "group application" to "individual application".

In this connection, contingency measures have been implemented by the SWD to ensure that the cases concerned are all properly dealt with.  The SWD stressed that the problem with the computer system only occurred in one of the computer programmes for processing the switch of an applicant from "group application" to "individual application". Other types of applications were not affected.

Further investigations revealed that the problem probably originated from a system enhancement project on "group application" in July 2006.  Only seven cases were involved in the switch of applicants from "group application" to "individual application" with the enhanced computer programme. Apart from the above-mentioned case, six other applicants encountered a similar situation. However, as these applications were all submitted on laterdates, they are currently on the waiting list without actual delay.
 
The SWD has requested the contractor responsible for system maintenance and support services to conduct a comprehensive inspection of the computer system and implement improvement measures expeditiously.  The department has also taken contingency measures to ensure that data of all applicants are reviewed regularly to prevent a recurrence of the incident.

The SWD also revealed that irt was already planning to redevelop the computer system before the incident. A feasibility study is underway and system redevelopment will commence in 2012-13.