IMPROVEMENTS TO CUSTOMER SERVICE AND ENFORCEMENT

1 Jul 2004 04:00 AM

Work and Pensions Minister Patricia Hollis today welcomed the publication of the Independent Case Examiner's annual report 2003/04 on the Child Support Agency. Patricia Hollis said:

"I am grateful to the Independent Case Examiner for her report. The high priority the Agency has given to customer service, complaint handling and improving its enforcement process have rightly been singled out. These are an indication of the Agency's determination to improve the service it provides to clients.

"I note the Independent Case Examiner's concerns about the new child support system. Staff at the Agency are working hard to resolve difficulties caused principally by problems with the EDS computer and telephony systems. Progress reports show performance has grown steadily and I am pleased that the Independent Case Examiner has recognised increasing levels of success in calculating maintenance on the new system in record time."

Doug Smith, Chief Executive of the Child Support Agency, said:

"The Agency continues to work closely with the Independent Case Examiner, including holding regular meetings with senior managers, and has developed a successful relationship. As EDS improves its computer service, we will continue to make improvements in our performance and work to provide a professional, efficient and sensitive service for all our clients.''

Notes to editors

1. Jodi Berg is the Independent Case Examiner for the Child Support Agency and the Northern Ireland Social Security Agency.

2. The Independent Case Examiner provides an independent complaints review service for the Child Support Agency. The Examiner will only investigate cases after all internal complaints handling procedures have been exhausted.

3. The Child Support Agency was one of the first to introduce an independent element to its complaint handling processes - this example has been followed by other government agencies in order to provide a high level of customer service. The Agency is committed to working closely with the Independent Case Examiner.

4. Members of the public can obtain copies of the ICE report by calling 0151 801 8800 or from the Independent Case Examiner's website at www.ind-case-exam.org.uk from 1 July 2004.

Public enquiries 020 7712 2171
Website www.dwp.gov.uk