Abtran and Pobal: Supporting Families Through the National Childcare Scheme
Delivering Application and Contact Centre Services for One of Ireland’s Most Impactful Social Programmes
Since 2019, Abtran has supported Pobal in administering the National Childcare Scheme, helping thousands of families access vital childcare support through a secure, efficient, and compassionate service model.
98%
Overall quality score for 2023
3 year +
Average advisor tenure
92%
Annual retention performance
Services Provided
- Omnichannel Contact Centre
- Application Processing and Reviews
- Parent Support Centre Operations
- Document Handling and Verification
- Front and Back Office Administration
- Guided Support for Online and Offline Applicants
The National Childcare Scheme (NCS), introduced by the Department of Children and Youth Affairs (DCYA), was designed to provide universal and income-assessed financial support for childcare. Officially launched in 2019, the scheme is administered by Pobal on behalf of the government.
Abtran was engaged to support the mobilisation and operation of this critical new service, ensuring readiness for launch and ongoing delivery in line with public expectations and regulatory requirements. Our success in delivering consistent, high-quality support led to the renewal of our contract for an additional three-year term following a competitive tender process.
Each year, Abtran handles over 135,000 applications and over 90,000 queries through the NCS Parent Support Centre. Our team provides end-to-end applicant support across both parent/guardian and sponsor channels, including designated representatives from the Department of Social Protection and the HSE.
Key services delivered include:
- Guidance on navigating the Applicant Portal and NCS website
- Manual application processing when required
- Receiving, processing and returning supporting documentation
- Application reviews and follow-up where additional information is needed
- Providing an offline alternative to digital pathways, including fully supported application submissions
Our experienced team ensures that every applicant, regardless of channel or need, receives accurate information, timely assistance, and empathetic support throughout their childcare funding journey. Abtran plays a vital role in delivering this national social programme by combining technology, process efficiency, and a human-centred approach.
