Source · Select Committees · Work and Pensions Committee
Recommendation 3
3
Accepted
Paragraph: 25
Systematically and swiftly move ineffective Direct Pay cases into Collect and Pay
Conclusion
Cases moving from Direct Pay to Collect and Pay appear to have substantial arrears on average. The Department should more systematically and swiftly move ineffective Direct Pay cases into Collect and Pay. To do this, the Department should consider imposing a change to how cases are moved to Collect and Pay so that is triggered by child maintenance arrears reaching half of the current average arrears.
Government Response Summary
The government stated it has already introduced dedicated teams to swift action requests for change to Collect and Pay and allows 24/7 reporting of missed payments. It is also embarking on a Modernisation Programme to separate the administration of direct pay and collect and pay cases and improve communications to parents on reporting ineffective arrangements.
Paragraph Reference:
25
Government Response
Accepted
HM Government
Accepted
The Direct Pay service allows parents to focus on collaboration and managing payments between themselves but with support from the Child Maintenance Service. The CMS generally only becomes aware of the existence of arrears on a direct pay case at the point that a parent requests a move to collect and pay. The Department has already introduced dedicated Change to Service Type teams whose role is to swiftly investigate and action all requests to change to Collect and Pay where Direct Pay arrangements have broken down. Customers can report missed payments 24hrs a day 7 days a week via ‘My Child Maintenance Case’ online portal, reducing the potential for arrears to accumulate on direct pay cases. The Department is also embarking on a programme of work as part of its Modernisation Programme. CMS’ new service design will: • Separate the administration and managing of direct pay cases from collect and pay cases ensuring that timely action is taken to investigate reports of ineffective Direct Pay arrangements and swift completion of changes to Collect and Pay. • Increase case ownership across the service. • Conduct robust conversations from the outset and at various stages in the customer’s journey where expectations and consequences for both the Service and of customers are explained. • Although the onus will still rest on customers to report if Direct Pay is not working, parents will be given clear communications about what to do if the arrangement is no longer effective through improved SMS text messages, letters at each annual review and prompts on the ‘My Child Maintenance Case’ online service. Children in poverty: Child Maintenance Service: Government Response 3 CMS Modernisation will be measured, as part of the Departments Modernisation Programme against the wider programme benefits under three main areas: • Great People where we will create the conditions for colleagues to thrive, do their jobs effectively and serve customers well. • Modern Services where we will give our customers fast, efficient services and effective routing to the right support through the most appropriate channels. • Better Outcomes where we will provide the right support to our customers at the time, they need it. Enforcement