The Department told us that its Transformation programme should reduce costs and improve payment compliance by digitalising processes and allowing its staff to move from case maintenance into enforcement activities.83 It expected CMS transformation to be complete by financial year 2024–25, at a cost of more than £30 million to save an estimated £151 million.84 The Department told us that it also planned to make wider improvements to its customer service through its transformation programme. T...

The Department told us that its Transformation programme should reduce costs and improve payment compliance by digitalising processes and allowing its staff to move from case maintenance into enforcement activities.83 It expected CMS transformation to be complete by financial year 2024–25, at a cost of more than £30 million to save an estimated £151 million.84 The Department told us that it also planned to make wider improvements to its customer service through its transformation programme. The Department accepted that over the last two years, due to the impact of the COVID-19 pandemic, its service “has not been where we have wanted it to be. Type: conclusion | Number: 36 | Response status: not_addressed