Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what support his Department is providing to the Child Maintenance Service to reduce payment recalculation processing times.

Significant improvements have been to the online service ‘My Child Maintenance Case’ to allow Child Maintenance Service customers report a range of changes that, with the associated automation and optimisation, have enabled reduction in payment re-calculation times. Examples of the types of changes that can now be reported through ‘My Child Maintenance Case’ include Paying Parent change of income and changes in shared care. In addition, through modernisation, the service is continuing to enable more and more automation in its regular casework and processing including the automation of changes when qualifying children leave full time education or when customers move on and off benefit. As well as speeding up certain changes this digitisation additionally creates time for caseworker to focus on delivering more complex changes that still require manual action improving speed and quality.

Email and SMS campaigns are now also being used to signpost and inform customers of online services and the volume of customers who are using the online services continues to increase.

As part of the wider DWP Service Modernisation Programme, further enhancements are being made that will support the reduction in time to re-calculate payments. This includes greater use of data available to automate the processing of changes and improved tailoring of the online services to make it easier for customers to navigate and use the online service so get their change made quicker.