Child Maintenance Service: Telephone Services

The Child Maintenance Service are committed to delivering the best possible service to all customers. We continuously monitor telephony performance and through this fully recognise that call waiting times are at times longer than we would like. To address this, we are working extensively to improve the efficiency of our customer interactions through both telephone and digital channels. We introduced the Digital Assist Telephony Service September 2024, which has been a significant step forward in our mission to support and encourage customers to use our online services. We restructured our call routing October 2024 to make more caseworkers available to answer telephone calls. By promoting self-service options online and efficient call routing, we have freed up valuable resources to deliver a more responsive service and allow caseworkers more time to better assist customers who need to reach out to us via telephone. Additionally, we have extended the telephony service to 6pm on weekdays to meet demand. and our online services are available to all customers 24/7. The Department publishes quarterly statistics for the Child Maintenance Service and the latest statistics are currently available to December 2024. Table 12 of the latest National tables shows the percentage of calls to the CMS that were answered each quarter, from January 2015 to December 2024. Latest published quarterly telephony performance for the period Oct to December 2024 was 75% for Percentage of calls answered.