Child Maintenance Service: Standards

The Child Maintenance Service (CMS) is committed to improving customer experience and are taking significant steps to enhance service quality for customers.

All CMS caseworkers receive extensive technical and soft skills training to ensure they are fully equipped to meet the needs of customers. We are investing in developing, reviewing, and improving new entrant and caseworker training materials and delivery across CMS in order to ensure greater consistency in customer interactions. Our transformed caseworker Smart Instructions ensure guidance is clearer, easier to follow, and more consistent, enabling caseworkers to access up to date instructions more quickly and reliably during customer interactions.

CMS proactively use quality assurance checks, call listening, customer insight from complaints and feedback to identify where caseworkers may need additional coaching or support to deliver a consistent and confident telephony service.

Through our Service Modernisation Programme, we are expanding digital channels and self-service options providing greater choice and flexibility and a faster and more responsive service to our customers. We have enhanced customer communications by increasing the use of SMS text and email and simplifying letters to make them clearer and easier to understand. Our online service My Child Maintenance Case (MCMC), allows parents to access advice and manage their case 24 hours a day, seven days a week.