Child Maintenance Service: Standards
The question
To ask the Secretary of State for Work and Pensions, what steps his Department is taking to help reduce Child Maintenance Service (a) response and (b) decision times.
Answered by Andrew Western
The Child Maintenance Service (CMS) has made significant strides through its Service Modernisation and Digital Transformation Programmes, improving response times and expanding online services for separated parents. It has optimised digital channels and self-service options, reducing caseworker involvement in many processes and speeding up outcomes for customers. Staff support has also improved through upgraded training and operational guidance. Communication with customers is quicker and clearer thanks to greater use of SMS, email, and simplified letters.
As the demand for the service continues to grow, CMS is actively reviewing resources and recruiting to meet future needs. It regularly gathers feedback through the Customer Experience Survey and uses this insight to identify areas for improvement. Its focus remains on delivering efficient, accessible services while continuing to review, evaluate, and enhance tools, processes, and customer experience as part of the ongoing Service Modernisation Programme.
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