IT too often blamed for project failures

Technology is too often the scapegoat for human error, with damaging consequences for public and business confidence, experts warn.

The Inland Revenue was this week the latest to react to what it says are unwarranted claims of IT glitches.

The media and politicians blamed a software problem for a five-year delay in issuing reminders about topping up National Insurance contributions. But the Revenue insists that the real cause is a policy decision by the former Benefits Agency.

And claims that the backlogged Tax Credits system was having further problems because it was incompatible with core Revenue systems have been dismissed by both the department and users.

Graham Steel, group secretary for the Revenue group of the civil service union PCS, says the design of the Tax Credit system is not the problem.

'About half the backlog has been due to IT problems - the other half is the sheer volume of calls because the Revenue didn't have enough people trained to handle the work,' said Steel.

It's too convenient to blame technology, says Nick Kalisperas, egovernment programme manager for supplier trade body Intellect.

'It's far too easy to brand any difficulties as an IT problem because it doesn't hold the people responsible. Technology projects aren't done in isolation - they are part of wider business change projects with political deadlines, as well as project deadlines, to be met,' he said.

The danger is a loss of public confidence, says Ovum Holway analyst Georgina O'Toole.

'Public sector IT is not just about technology but about convincing the people on the ground that it is worth them changing their way of working to fit in with it. Blaming IT means potential users will be less willing to adopt new technology because you can't convince them it will actually help,' she said.

Conservative ecommerce minister Andrew Robathan said: 'Ministers are responsible for the actions of the Inland Revenue - not computers.'