Ttitle Page
Contents
The Authors 14
Abbreviations 15
Glossary of terms 17
Summary 21
1. Introduction 27
1.1. Context 27
1.1.1. Establishment of the CSA 27
1.1.2. Services provided to CSA clients 27
1.1.3. The CSA client journey 29
1.1.4 .The CSA's Operational Improvement Plan 31
1.1.5. Reform of the child maintenance system 33
1.2. Terms of reference 34
1.3. Methodology 35
1.3.1. Overview of the methodology 35
1.3.2. Stage 1: Project initiation 35
1.3.3. Stage 2: Qualitative client insight research ?focus groups 35
1.3.4. Stage 3: Quantitative client insight research 꿻elephone survey 38
1.3.5. Stage 4: Analysis and reporting 41
1.4. Structure of the report 42
2. Focus group findings 45
2.1. Introduction 45
2.2. Experiences of Child Suport Agency service delivery 45
2.2.1. Initial touch-points with the CSA 46
2.2.2. Client experiences of case management 50
2.2.3. Debt enforcement 53
2.2.4. Dealing with client complaints50 57
2.2.5. Communication and relationship channels 58
2.2.6. Summary 62
2.3. Lessons for future client insight research 63
2.3.1. The impact of policy on the client experience 63
2.3.2. The interface between the client context and servicedelivery 67
2.3.3. A proposed framework for client insight 70
2.3.4. Summary 73
3. Profile of Child Support Agency clients 77
3.1. Introduction 77
3.2. Understanding the client context 77
3.3. Extent of experience of the Child Support Agency service 79
3.4. Clients with no contact in the 12 months priorto the survey 83
4. Application and assessment 87
4.1. Introduction 87
4.2. Profile of respondents 89
4.3. How important was this to clients? 92
4.4. Clients' views on the performance of the Child Support Agency 94
4.5. Overall satisfaction 97
4.6. Relationship between performance and satisfaction 98
4.7. Comparison of importance and performance measures 99
4.8. Summary 100
5. Case maintenance 103
5.1. Introduction 103
5.2. Profile of respondents 104
5.3. How important was this to clients? 106
5.4. Clients' views on the performance of the Child Support Agency 108
5.5. Overall satisfaction 111
5.6. Relationship between performance and satisfaction 112
5.7. Comparison of importance and performance measures 113
5.8. Summary 114
6. Debt enforcement 117
6.1. Introduction 117
6.2. Profile of respondents 118
6.3. How important was this to clients? 120
6.4. Clients' views on the performance of the Child Support Agency 123
6.5. Overall satisfaction 125
6.6. Relationship between performance and satisfaction 126
6.7. Comparison of importance and performance measures 127
6.8. Summary 129
7. Change in circumstances 131
7.1. Introduction 131
7.2. Profile of respondents 132
7.3. How important was this to clients? 134
7.4. Clients' views on the performance of the CSA 136
7.5. Overall satisfaction 138
7.6. Relationship between performance and satisfaction 139
7.7. Comparison of importance and performance measures 140
7.8. Summary 141
8. Complaints 143
8.1. Introduction 143
8.2. Profile of respondents 144
8.3. How important was this to clients? 145
8.4. Clients' views on the performance of the CSA 147
8.5. Overall satisfaction 149
8.6. Relationship between performance and satisfaction 150
8.7. Comparison of importance and performance measures 151
8.8. Summary 152
9. Interaction with the Child Support Agency 153
9.1. Introduction 153
9.2. Profile of respondents 154
9.3. Relationships with CSA front-line employees 155
9.3.1. How important was this to clients? 155
9.3.2. Views on the performance of the CSA 157
9.3.3. Comparison of importance and performance measures 159
9.3.4. Sub-group analysis 160
9.4. Communication between the Child Support Agency and its clients 161
9.4.1. How important was this to clients? 161
9.4.2. Views on the performance of the CSA 163
9.4.3. Comparison of importance and performance measures 165
9.4.4. Sub-group analysis 166
9.5. The capacity of Child Support Agency employees 167
9.5.1. How important was this to clients? 167
9.5.2. Client views on the performance of the CSA 169
9.5.3. Comparison of importance and performance measures 171
9.5.4. Sub-group analysis 171
9.6. Summary 173
10. A summary view of client experience 175
10.1. Introduction 175
10.2. What matters most to Child Support Agency clients? 175
10.3. How do clients feel the Child Support Agency has performed? 177
10.4. Where are the largest gaps between importance and performance? 179
10.5. The client experience 183
10.5.1. Client experience overall 183
10.5.2. Client experience of CSA service provision as a whole 186
10.5.3. Understanding the relationships between overall satisfaction and service provision 187
10.6. Summary 190
11. Exploring the impact ofthe client context onclient experience 191
11.1. Introduction 191
11.2. Comparing the experiences of non-resident parent and parent with care clients 193
11.2.1. Experiences of service delivery 193
11.2.2. Interactions with the CSA 196
11.2.3. Overall satisfaction 198
11.2.4. Summary 199
11.3. The impact of relationship status on the client experience 199
11.3.1. Experiences of service delivery 199
11.3.2. Interactions with the CSA 201
11.3.3. Overall satisfaction 202
11.3.4. Summary 203
11.4. The impact of contact with the child on the client experiences 204
11.4.1. Experiences of service delivery 204
11.4.2. Interactions with the CSA 205
11.4.3. Overall satisfaction 206
11.4.4. Summary 207
11.5. Comparing the experiences of benefit intake and non-benefit intake clients 208
11.5.1. Experiences of service delivery 208
11.5.2. Interactions with the CSA 209
11.5.3. Overall satisfaction 210
11.6. Summary 211
12. Conclusions 213
12.1. Introduction 213
12.2. Service delivery going forward 213
12.3. Managing universally high client expectations 214
12.4. Understanding the implications of the client profilefor CSA service delivery 215
12.5. The position of non-resident parents and parents with care as Child Support Agency clients 216
12.6. Engaging with clients 217
References 219