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"Challenges" overcome after human error left 5,000 people unpaid

Thursday 30 November 2023

"Challenges" overcome after human error left 5,000 people unpaid

Thursday 30 November 2023


The States is offering support to anyone who was impacted financially after a human error meant 5,000 people didn't receive their wages or pension payments today.

The promise of support was made in a statement, issued by a States of Guernsey spokesperson.

That statement was issued at 17:30, after the spokesman had earlier explained that a "human error" caused a mistake to be made with the States payroll system overnight on Wednesday 29 November into Thursday 30 November.

The spokesperson reiterated that the mistake was nothing to do with any past IT issues which the States have experienced which have been widely reported previously.

Since the mistake was realised this morning, multiple payments have been made in batches, with everyone expecting to receive wages or pensions payments today receiving them by the end of today.

Among the current and former States employees affected were thousands of police, prison and fire officers, as well as call handlers at the Joint Emergency Services Control Centre. The payment problem also affected retired personnel - except teachers, the spokesman explained. 

An apology was extended to to the 5,000 people affected. They were also urged to make contact with the States payroll team if they were impacted financially by the late payment into their bank accounts.

"If anyone has incurred any financial challenges as a result of these late payments, they are asked to please contact payroll@gov.gg so that we can support them," the statement said.

Updated statement from a States of Guernsey spokesperson:

"In order to arrange same-day payments, we had to send them to our bank in batches of no more than 500 payments.

"We have had some challenges today in getting these sent through, however as of 17:30 all of the circa 5,000 payments have been made.

"We apologise to our staff and former employees for the inconvenience and anxiety these issues have caused. If anyone has incurred any financial challenges as a result of these late payments, they are asked to please contact payroll@gov.gg so that we can support them.

"For background, an issue during the payroll process resulted in a large number of staff and former staff, approximately 5,000, not receiving pay and pensions overnight (Wednesday 29 November into Thursday 30 November).

"With regards pay, this has affected staff from police, fire (including a small number of airport fire personnel), prison and JESCC. Pensions were also not paid to all retired former States of Guernsey staff other than teachers. This was a human error."

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Human error leaves thousands out of pocket

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