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<p>Post-Covid, ICE has seen an increased number of referrals accompanied by an increase
in the number of cases it has accepted. In the year April 2021 to March 2022, there
was a 17% increase in the number of complaints being referred to ICE and a 68% increase
in the number of complaints being accepted for examination, compared to the previous
reporting year.</p><p> </p><p>Currently, there are 1249 cases awaiting allocation
to an ICE investigator.</p><p> </p><p>The rate at which complaints can be allocated
to an investigator is dependent on multiple factors, including the volume and complexity
of complaints received, as well as available investigative resource.</p><p> </p><p>The
average time taken, as at 5 December, from complaint receipt to allocation to an investigator
(based on all current live cases being investigated) is 53 weeks (67 weeks for CMS
cases, 50 weeks for DWP cases, 44 weeks for Provider cases).</p><p> </p><p>The ICE
office is continuously reviewing its own processes and operating model to improve
productivity and is piloting a new way of allocating cases according to their nature
and complexity as part of the initial complaint review.</p><p> </p><p>The office has
recruited 11 more investigators since April with a further 6 due to start in January
2023.</p><p> </p>
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