Child Support Agency gets new software to manage complaints :: PublicTechnology.net :: e-Government & public sector IT news + job vacancies:

The Department for Work and Pensions (“DWP”) has extended its contract with CDC Software for the supply of its CDC Respond complaint and feedback management software to provide an improved solution for managing complaints within the Child Support Agency (“CSA”).

This project involves implementing a system for 789 users across the organisation and will facilitate the link to the Independent Case Examiner.

The CSA is focused on improving services to clients, increasing the amount of money collected and achieving greater compliance from non-resident parents. The CSA is part of the DWP and is responsible for the calculation, collection and payment of child support maintenance under the Child Support Acts of 1991 and 1995. The Independent Case Examiner provides impartial investigation into complaints about the way that the CSA has handled a case.

The CSA has moved quickly since a general efficiency review identified complaints management as a critical area for improvement. Since 15 January of this year, new complaints logged with the CSA are being entered into the CDC Respond system. The information resides in a central database and is used to identify the root cause of issues and to generate management information needed to boost productivity, enhance the overall customer experience and drive efficiency gains across the organisation.

Vice President for CDC Respond division James Heavey comments: “We are delighted to announce this latest deal with the DWP. We have the understanding and experience needed to help the CSA achieve its efficiency targets and enhance service by empowering client–facing CSA people to deal with complaints quickly and effectively.”

Since the software was developed in 1991, CDC Respond solutions have been deployed in 40 percent of all organisations within local and central government to enhance the services they provide and improve the way they operate.

Related links to this article:
Department for Work and Pensions
Child Support Agency
CDC Respond
CDC Software

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