We have heard that perceptions of the levels of customer service of the CMS continue to be poor for both paying and receiving parents. The Department should develop its management information to allow it to demonstrate it is delivering good customer service and report publicly on this regularly. We recommend the Department should publish this information on a yearly basis as part of the Department’s annual customer experience survey returns.

We have heard that perceptions of the levels of customer service of the CMS continue to be poor for both paying and receiving parents. The Department should develop its management information to allow it to demonstrate it is delivering good customer service and report publicly on this regularly. We recommend the Department should publish this information on a yearly basis as part of the Department’s annual customer experience survey returns. Type: recommendation | Number: 27 | Paragraph: 111 | Response status: under_consideration Government response: The nature of the Child Maintenance Service having at least two customers for every case, and the differing expectations of these respective customers, has a fundamental impact on their perception of the service. This means that, in many instances, when a positive result for one customer is achieved