Source · Select Committees · Work and Pensions Committee
Recommendation 30
30
Accepted
Paragraph: 115
CMS customer contact methods via letters or telephone remain slow and antiquated
Conclusion
Customers only being able to contact the CMS via letters or telephone is slow and antiquated. The CMS should introduce an electronic messaging system, or at least an ability for customers to contact them by e-mail to provide greater levels of customer convenience.
Government Response Summary
The government states that CMS has already significantly improved communication channels by introducing digital services as the preferred contact method, allowing customers to update information and request changes 24/7. This implies an existing electronic system.
Paragraph Reference:
115
Government Response
Accepted
HM Government
Accepted
In addition to communication via letters and telephone, CMS have significantly improved its communications channels by introducing digital services as its preferred contact method for all customers, which offers customers the ability to update their information and request changes 24 hours a day, 7 days a week. CMS has made significant improvements in their telephony service, for example the average speed to answer calls has reduced by a third since 2021/22. CMS will continue to monitor and identify areas to further improve their customer contact channels.