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<p>The Minister for Lords and officials appeared at the Work and Pensions Select committee
on 18 January 23 to discuss ‘Children in poverty: Child Maintenance Service’ which
included discussion on recommendations from NAO and the domestic abuse review conducted
by Dr Samantha Callan.</p><p> </p><p>These discussions highlighted the following;</p><ul><li>Continuing
to improve our service, in particular our online services through the wider Departmental
Service Modernisation.</li></ul><p>o Services that have been made available online
and therefore 24/7 and, in many cases, now delivered via automation and therefore
faster and more responsive.</p><p>o The introduction of online Get Help Arranging
Child Maintenance service providing support to separated parents in managing their
own affairs as well as making the CMS more accessible.</p><p>o A wider organisational
redesign is underway with a key priority to improve customer experience.</p><ul><li>Dr
Samantha Callan Review recommendations:</li></ul><p>o Recommendations on training
have been adopted: domestic abuse awareness training is in place and training is being
reviewed with a view to strengthening.</p><p>o Recommendation on single caseworker
treatment is being piloted currently.</p><ul><li>Use of the DWP customer experience
survey to track satisfaction levels and provide insight.</li></ul><p>o The Department’s
2020/21 Customer Experience Survey and the CMS Customer Experience Survey are currently
unpublished, so we are unable to share the findings at this time.</p><p>o The reason
for the delay is because of the impacts of Covid on the survey, resulting in an extended
QA process.</p><p>o Steps are in place to publish the findings and the final sign
off procedures are currently taking place within the Department, with the intention
to publish by Summer 2023.</p><ul><li>Real time customer feedback has been piloted
now considering how to introduce at scale.</li><li>Sessions planned in March for MP
researchers to support them in constituency casework relating to Child Maintenance.</li></ul><p
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