Improve Child Maintenance Service performance and develop a transparency culture

So as to avoid further repetitions, we seek that the CMS adopt a transparent process whereby each applicant/customer is provided an unique reference number (URN) and ability to adopt their own password and recognition identity to allow immediate real-time access to their case file which allows to see the status of each case and the latest entry details posted by a case-worker.

It is further sought that each applicant/customer is assigned a case officer or team so that there is a degree of consistency throughout a case as opposed to a different person each time you call as at present. This process is similar to doctor’s notes available to patients on-line and can be easily replicated. Such a facility will also improve CMS staff performance and accuracy when dealing with customers.