Trinidad and Tobago’s National Insurance Board (NIBTT) is confronting growing parliamentary scrutiny after confirming it holds more than $50 million in outstanding payments to a digital service vendor working on its flagship Empower digitization initiative, a project designed to overhaul the agency’s outdated service delivery and revenue collection systems.
The details of the unpaid liability were brought to light during a Friday sitting of the Joint Select Committee (JSC) on Finance and Legal Affairs, a parliamentary panel currently conducting a review of NIBTT’s public accessibility, responsiveness, and overall service performance. Committee members have raised pointed questions about the financial sustainability of the $300 million-plus project, which is funded entirely through NIBTT’s existing contribution collections and investment returns, at a time when the agency already faces a gap between incoming contributions and outgoing benefit payouts.
NIBTT leadership has defended the multi-phase transformation effort, arguing that the deep digitization push is non-negotiable for the agency’s long-term functionality. For decades, NIBTT has relied on slow, paper-based and manual processing systems to handle its massive annual workload: roughly 40,000 new claims and 480,000 employer submissions each year. Executive Director Niala Persad-Poliah explained that existing legislation, the NIBTT Act, prohibits the agency from using bond financing to fund capital projects like Empower, forcing the organization to draw on its operating revenue. The first two phases of the project, which launched in 2022 and wrapped up implementation in August 2024, delivered a new human capital management system and an integrated financial platform, laying the groundwork for full operational overhaul.
Persad-Poliah also clarified the discrepancy between the original $164 million project budget and the much higher total spending to date. She noted that the initial budget only covered core hardware and software costs, excluding critical supporting expenses including consultant fees, marketing outreach, and third-party project management services. To date, $143 million in solution implementation costs plus $10.3 million in value-added tax have been paid, with ongoing annual maintenance costs set at $18 million for existing systems, rising to $50 million annually once the full project is complete. The $50.9 million outstanding payment to the lead vendor will be settled once the final phase of work is delivered, and NIBTT management has already submitted a request to its board for additional funding to cover outstanding obligations.
The final phase of the Empower project will focus on rolling out customer-facing digital tools, including an online portal that allows claimants to track their applications in real time and access services remotely, addressing longstanding public complaints about extended processing delays. So far, roughly 1,400 employers have registered for the new portal, and Persad-Poliah has urged more businesses to adopt the digital system to speed up processing. Agency technology leaders report that user acceptance testing (UAT) for the full system is 96% complete, with final end-to-end testing now underway to verify the entire workflow from claim submission to payment disbursement.
Despite the progress, NIBTT acknowledges that thousands of claims remain backlogged, and the full public benefits of the project have yet to take effect. Human Resources Executive Director Isha Khan told the committee that the agency has reassigned existing staff full-time to backlog reduction over the past two years, used acting arrangements to fill vacant roles, and brought on external contract workers to support entry-level operations. Even with these adjustments, staff remain overburdened by the high volume of claims.
JSC Chair Dr. Marlene Attzs, an Independent Senator, echoed committee members’ concerns, pressing NIBTT leadership for clarity on when vulnerable populations, who rely most heavily on NIBTT benefits, will see tangible improvements to service speed and accessibility. NIBTT officials reaffirmed that once fully implemented, the Empower system will dramatically expand access for people with special needs and other vulnerable groups by eliminating the need for in-person visits and reducing processing wait times.