PARLIAMENTARY WRITTEN QUESTION
(25 March 2025)

To ask the Secretary of State for Work and Pensions, with reference to the Gingerbread report entitled Fix the CMS, published on 25 November 2024, what assessment her Department has made of the potential merits of enabling Child Maintenance Service users to correspond with caseworkers via the digital platform.

Asked by:
Adam Jogee (Labour)

The Child Maintenance Service (CMS) is committed to delivering the best possible digital service for our customers.

The CMS Service Modernisation Programme has delivered improvements to the customer experience, enabling parents to access their case on-line through My Child Maintenance Case and ensuring parents can report changes of circumstances and access their digital communications at any time of the day.

CMS are currently discussing with stakeholders how we can further improve our digital messaging function for customers as well as updates to our current SMS and email notifications. The aim of further digital Improvements is to further increase flexibility for customers to correspond, gather customer information at an accelerated rate, and reduce inbound and outbound telephony demand allowing caseworkers more time to support vulnerable customers and those who cannot use digital channels.

We will continue to engage with stakeholders as we consider CMS reforms and recommendations from the Gingerbread report ‘Fix the CMS’.

Answered by:
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