Source · Select Committees · Work and Pensions Committee
Recommendation 27
27
Accepted
Paragraph: 111
Publish annual customer service data from CMS to demonstrate improvements publicly
Recommendation
We have heard that perceptions of the levels of customer service of the CMS continue to be poor for both paying and receiving parents. The Department should develop its management information to allow it to demonstrate it is delivering good customer service and report publicly on this regularly. We recommend the Department should publish this information on a yearly basis as part of the Department’s annual customer experience survey returns.
Government Response Summary
The government states it is focused on improving customer experience with a new Customer Experience Strategy and ongoing modernisation. It notes that the 2020/21 Customer Experience Survey annual report was published in May 2023 and that it reviews its CES reports annually, implying existing public reporting.
Paragraph Reference:
111
Government Response
Accepted
HM Government
Accepted
The nature of the Child Maintenance Service having at least two customers for every case, and the differing expectations of these respective customers, has a fundamental impact on their perception of the service. This means that, in many instances, when a positive result for one customer is achieved, the other customer may be less satisfied. CMS remains focussed on taking pro-active steps to improve the customer experience and has built a new Customer Experience Strategy. CMS identifies opportunities to recognise CMS customer’s experience and drive improvements in line with DWP strategy. The department is currently on a progressive modernisation journey with a range of activities to support improved customer service via ongoing evolution of internal processes and services. Children in poverty: Child Maintenance Service: Government Response 17 The 2020/21 Customer Experience Survey (CES) annual reports was published on the 25th of May 2023. The report outlines CES findings from the 2020/21 survey year and the 2019/20 survey year. The Department reviews its publications of CES reports on an annual basis. Due to the impact of COVID-19 in 2019/20 fieldwork was suspended and prevented the collection of Quarter 4 data (January – March 2020).