§ Mrs. EllmanTo ask the Secretary of State for Northern Ireland when she plans to publish details of the targets for the Child Support Agency; and if she will make a statement. [84930]
§ Mr. McFallThe Child Support Agency will publish its 1999–2000 Strategic and Business Plan today. Copies will be placed in the Library.
The targets that I have set for the Child Support Agency for 1999–2000 are set out:
Case Compliance, to measure the proportion of cases where the non resident parents are paying child maintenance, a value of 74 per cent.Cash Compliance, to measure the proportion of the total amount of child maintenance which is due for payment that is actually being paid, a value of 72 per cent.Accuracy, 80 per cent. value accuracy of all cases checked.Minimum Service Standards.clear 68 per cent. of new Maintenance Assessments in 20 weeks;97 per cent. of payment to be made to PWC within 10 working days;88 per cent. of review assessments to be made within 12 weeks; reply to 90 per cent. of letters within 10 working days;see 97 per cent. of clients within 10 minutes of appointment; acknowledge 90 per cent. of complaints within 2 working days; send a full reply within 10 working days in 75 per cent. cases; 80 per cent. of callers answered first time by Client Help Lines; 90 per cent. of customers surveyed on quality call backs (following contact with National Enquiry Line, Client Help Lines and Face-to-Face) to be at least satisfied with the service they have received, andto reduce the number of complaints received compared to current caseload to less than 0.28 per cent.The targets in the Business Plan present the Agency with a challenging but attainable objective which should lead to improvements both in customer service and in the maintenance flowing between parents.