The Child Support Agency - designed to place the cost of raising children on the parents of those children - has a history of foul-ups. From high levels of incorrect payments to large-scale failure to actually collect payments from (mostly) fathers the agency has lurched from one disaster to another. It is now, according to Frank Field, leaving its comfort-zone of crisis to enter the heady heights of meltdown.
In an open letter to the prime minister, published yesterday, Mr Field said the government had failed to grasp the CSA’s flaws and merely tinkered with reform rather than radically restructuring the agency as he had proposed.
[the] former social security minister… accused the agency of a “deliberate policy [of] curtailing the amount of information made available” about its poor performance.
But Mr Blunkett said the government needed “positive ideas” about how to reform the troubled agency rather than being told about problems it was already well aware of.
“What we welcome even more than criticism is positive ideas we can incorporate in the current review available before Christmas.”
The agency was a Conservative government brainchild designed to recoup the costs of paying benefits to nearly 900,000 single parents. From its start in 1993 it has endured an annual disaster of one sort or another, with back-logged cases at one time numbering hundreds of thousands, incorrect assessments running at 70% and, now, the amount of uncollected maintenance exceeding £1bn for the first time.
One of the agency’s lows came this year when a report revealed that staff, under pressure to meet targets, knowingly entered false information, deleted files and avoided actually speaking to anxious callers:
Staff at the Child Support Agency have admitted a catalogue of deliberate administrative blunders that caused hundreds of thousands of families to lose income they were due from absent parents and the government.
The errors included knowingly entering false information on the CSA database, deleting files for no good reason and avoiding contact with anxious parents by transferring telephone calls to the answering machines of absent colleagues.
Staff at one business unit were “told to make up national insurance numbers on their stats sheet [by managers] more interested in hitting their target than actually getting the work done”.
One staff focus group said staff deleted files if they did not know where they should be sent. Other ploys included sending files to the in-trays of people on long-term sick leave.
The report, which was commissioned by the Department for Work and Pensions, was hidden while the government attempted to place the blame for the agency’s failures on its new computer system.