The current opening hours of the CMS helpline were criticised in our roundtable discussions, particularly from parents who had work commitments. We recommend the Government trial different opening hours for the CMS, to include weekends. This could be achieved by reducing the opening hours on some weekdays.

The current opening hours of the CMS helpline were criticised in our roundtable discussions, particularly from parents who had work commitments. We recommend the Government trial different opening hours for the CMS, to include weekends. This could be achieved by reducing the opening hours on some weekdays. Type: recommendation | Number: 29 | Paragraph: 113 | Response status: under_consideration Government response: In line with the CMS’s customer service strategy, opening hours are regularly reviewed based on the demand requirements of its customers across multiple channels including 24/7 availability of the online portal. CMS have recently extended their telephony service to 6pm on weekdays to meet this deman