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CSA 2010-2011 Annual Quality Review issued

The CSA has issued an amended 2010-2011 Annual Quality Review document.

The copy is available on the CSA Web site or the pdf attachment below.

The Annual Quality Review
In 2009, the Delivering Quality Outcomes (DQO) review was undertaken by David Richmond (AO) to explore decision making and quality assurance processes within Child Support. In developing the report, Richmond consulted extensively with staff and stakeholders. The Shared Parenting Council of Australia and other groups made extensive submissions to David's team and a range of recommendations were proposed.

The review made 115 recommendations while acknowledging the complex and dynamic environment in administering the Child Support Scheme.

The report also recognised the extensive change program associated with introducing recent legislative changes and the work towards improvement already underway.

One of the recommendations (3.1.38) of this review was to provide visibility of the quality of Child Supports services through the Annual Quality Review.  As such, the aim of this annual review is to:

 provide an overview of the state of play across a range of quality indicators and customer experiences

Each year Child Support intends to publish an Annual Quality Review report. This report will explore key aspects of Child Supports quality performance in supporting separated parents.

The key report from David's team has been published here before but the link is available at CSA's downloads page and it perplexes me why the CSA do not publish the direct links to these sorts of documents.

Some interesting points:

Rate of Child Support debt growth
The growth of total outstanding child support debt has reduced from 7.45 per cent during 200910 to 2.37 per cent  for 2010 11

Percentage of active paying parents without a child support debt

The number and proportion of active paying parents without a child support debt is steadily increasing compared to the previous financial year. Close to 74.5 per cent of all active paying parents had no debt at the end of June 2011 compared to 72.7 per cent at the end of June 2010.

Percentage of active paying parents with debt under a payment arrangement
The percentage of active paying parents with a payment arrangement for outstanding child support was 44.35 per cent in 201011. This is consistent with the previous year and maintained the previous improvement seen in 2009-10 when there was an increase of 5 percentage points.

The number of escalated complaints has reduced significantly over the past two years.

In 201011, 7,443 complaints were received compared to 9,553 in 200910, a reduction of 22.10 per cent.

This improvement built on our success in reducing complaints in 200910, by focusing on customer issues being effectively managed and resolved at the first opportunity. This includes strategies such as:
   establishing the Customer Review and Quality Improvement business line in February 2010 to help customers with complex needs and provide review services with the intention of re-establishing an effective relationship between Child Support and the customer;
   involving front-line supervisors earlier in managing and resolving complaints including improved access to call recordings;
   better staff understanding of the impacts of customer complaints and the need for complaints to be effectively managed and resolved; and
   training for all staff through e-learning on how to handle complaints.

These measures directly improved the way staff interacted with customers. Escalated complaints in 2010-11 relating to staff behaviour reduced by 38 per cent and those related to decision making reduced by 21 per cent compared to 2009-10. These results were complemented by strong
customer satisfaction levels with Customer Service Officers.

Telephony response
Child Support delivers the majority of its services via the phone. Child Support aims for a service standard of 80 per cent of telephone calls being answered within 30 seconds.

At 30 June 2011, 85.10 per cent of customer calls were answered within 30 seconds with more than 2.9 million calls answered from customers and 3.1 million outbound calls made to customers.

There has also been a reduction in the number of inbound calls which reflects proactive efforts to improve quality customer service.

Objections to Child Support decisions
Fewer objections were received from customers regarding decisions about child support assessments and the collection of child support in 201011 than previous years. In 2010-11 17,179 objections were received, compared to 19,557 in 2009-2010

Customer Feedback
Customers Having a Say is a telephony based, point of service survey which is measured against five customer service principles. Child Support uses this survey to gather feedback from customers about their satisfaction with service and suggestions for improvement.

Customer satisfaction

During 201011 customer satisfaction results tracked consistently above the target of 70 per cent every month. The table below shows the performance each month over the last year
Review the report on page 12

Customer suggestions
For one week each month customers are given the opportunity to leave a recorded response to the statement:
Please provide one suggestion on how you think Child Support can improve their service to you. This information is incorporated into the ongoing improvement agenda as part of the systemic approach to feedback management.

The majority of customers provide positive feedback and compliments in response to this statement. Of the customers who commented on overall service quality, 77 per cent of customers responded either positively or were neutral. Customers who commented on their customer
service experience with staff, reported to have a positive experience and represented 65 per cent of all responses in this category.
Comments are an effective way for customers to provide specific feedback and suggestions about the Child Support service. A common issue was the change of assessment process. Some typical feedback on this issue was;

It shouldnt take two months to get the change of assessments through. (Oct 2010)

 the lengthy forms that I used to get, I dont know if you still do that. But theyre complicated, complex and just so irritating. (Dec 2010)

In response to customer and stakeholder feedback Child Support have been making the change of assessment process easier and quicker for separated parents in special circumstances. This involves earlier and more frequent contact between customers and decision makers,
shorter decision timeframes, and the introduction of more user-friendly forms.

2010-2011 Annual Quality Review

Delivering Quality Outcomes Review Implementation Report

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