A case in point is that of Mortgage Interest Direct, whereby the DSS pays the mortgage interest of its home-owning customers directly to their bank or building society. Our training for this amounted to 10 minutes each. Two years later, massive overpayments were discovered. Consequently, every case had to be scrutinised and corrected - at a cost of thousands.
When I talk to colleagues of pre-computer days, they hanker after those times. Apparently there existed a more convivial environment, more staff, far fewer mistakes and less bad press.
The writer is using a pseudonym.