Source · Select Committees · Work and Pensions Committee
Recommendation 26
26
Accepted
Strong support for named caseworkers to improve CMS customer service outcomes
Conclusion
We strongly support the Child Maintenance Service’s plans to move to having a named caseworker, initially for customers in abusive situations before eventually being rolled out to all customers. The experience of having to recount one’s story multiple times was a particular issue we heard about in our inquiry and the Department’s plans have the potential to improve customer service outcomes substantially. We would welcome data being provided to the Committee quarterly to demonstrate progress against assigning customers named caseworkers. (Paragraph 110) Children in poverty: Child Maintenance Service 49
Government Response Summary
The government has commenced a pilot program providing a single named caseworker for complex domestic abuse cases, accepting recommendations from an independent review. Findings from this pilot will inform future decisions regarding a wider rollout as part of CMS's Modernisation programme.
Government Response
Accepted
HM Government
Accepted
The Department has accepted 8 recommendations from The Independent Review of the Child Maintenance Service (CMS) response to Domestic Abuse. Subsequently, in response to Recommendation 4, the Department has commenced a pilot on complex cases where there has been domestic abuse, providing customers with a single named caseworker. CMS will evaluate the findings from the pilot to inform decisions on any commencement of additional activity as part of its Modernisation programme.