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<p>The DWP manages quality through the DWP Quality Assurance Framework, conducting
three separate tiers of quality assurance, allowing us to measure how well we are
doing and identify any required improvements. Tier One checking is internal within
the Child Maintenance Service and focuses checks on the more complex and high-risk
decisions. The results provides both individual learning redressed through coaching
support, and organisational learning to help us improve decision-making through for
example improved instructions and learning products.</p><p> </p><p>There are 2 Tiers
of independent assurance, reporting ultimately to NAO (National Audit Office). Learning
from both these layers of quality assurance is routinely fed back into our organisation
to help us determine product and process improvement.</p><p> </p><p>In January 2022
we introduced a new Learning and Innovation approach, making continual learning for
colleagues more accessible for point of need in our decision-making process. This
brings together self-paced learning products, guidance, tools, and videos to assist
colleagues with their continuous learning journey. This was followed in May 2022 with
a new Learning and Innovation Panel, with a remit to identify and address learning
needs, review and ratify learning products – resulting in several improvements delivered
year to date as a result of their scrutiny.</p><p> </p><p>This work and focus continues
to deliver a high level of accuracy in the decision-making process conducted by the
Child Maintenance Service, with the monetary value of error confirmed by NAO as less
than 1% in the last operational year.</p><p> </p><p>The Department’s estimate of assessment
accuracy for 2021/22 is 99.4%, which is unchanged from 2020/21 (99.4%). The Department
expects automation to continue to have a positive impact on accuracy as the proportion
of calculations carried out by the system rises relative to the manual activity of
caseworkers. Whilst the risk of manual caseworker error cannot be removed, significant
efforts are being made to reduce the likelihood of error.</p><p> </p><p>Better Management
Information (MI) has also contributed to improving accuracy through increased transparency
of the CMS 2012 system. CMG operations has implemented targeted checking regimes,
developed using this improved MI. This has allowed early identification of emerging
trends, allowing greater focus on getting things right first time for the client.
New and improved training materials have been developed and work is also being done
to embed a culture of continuous improvement</p>
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