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<p /> <p /> <p>Call forecasting volumes used as part of a re-tendering exercise for
delivery of the Child Maintenance Options service were based on historic call volume
data. From November 2013, Child Maintenance Options became the mandatory gateway for
all new applicants to the statutory scheme, which led to an incremental increase in
demand.</p><p>This, among other recent changes, added an increased level of uncertainty
into forecasting call volumes, in anticipation of which the Department has in place
planned and agreed business continuity arrangements with the supplier. This includes
the use of colleagues from the Department in order to take some calls where volumes
exceed contracted levels.</p><p> </p><p>This service was introduced in 2008 and has
never been delivered in-house, and there are no plans to do so. Therefore, the transferring
of staff under TUPE regulations is not applicable.<br></p>
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