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<p>As part of its Modernisation Programme, CMS continues to improve how it communicates
with customers and how customers access its service. When a customer first applies
for CMS they are enrolled on the online service which provides them the ability to
update their information and request changes 24 hours a day, 7 days a week. The majority
of our customers make use of these online services to effectively meet their needs
every day, though we are actively engaged in improving the service further and increasing
customer take up.</p><p> </p><p>We recognise some customers need alternative methods
to contact us or choose to call us, and on occasion call wait times on our inbound
phone lines can be longer than we would like. Speed to answer is continually reviewed
throughout the working day and operational resource is regularly reviewed and flexed
to minimise excessive wait times.</p><p> </p><p>Over the coming year we will increase
customer education on what can be raised and progressed using our online services
and encourage more customers to make use of this as the primary channel for their
CMS enquiries. This will help protect our inbound phones lines for our customers that
need to access our service in this way and reduce the wait time they experience.</p>
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