Faced with an inflow of applications from users, the Directorate-General noted serious deficiencies in in its reception process, which sometimes led to a build-up of claimants at the counters while certain benefits remained unpaid, with no explanation.

The Directorate-General therefore took urgent measures to address the situation and adopted a complaints management strategy based on direct access to top management: by posting top management 19s contact details in the reception area of every department users could contact them directly by telephone or email.. The managers include the Director General and four directors who now spend approximately one hour per day responding to clients and working with the departments. By posting this information, 2,688 applications were received and processed of which 74% (1,991) were paid immediately.