| Synopsis: |
In December 2012, the Department introduced the first phase of the child maintenance 2012 scheme. This replaces two previous schemes for child maintenance which had struggled with IT problems, leading to poor customer service and incomplete information about outstanding debt. The 2012 scheme is designed to maximise the number of children benefiting from child maintenance arrangements and reduce government spending on administering child support. It introduced new rules for calculating payments, a new IT system for managing cases, and charges for using and enforcing the scheme. Newly separated parents access information through an online and telephone 'gateway', which explains the benefits of the choices available, and provides guidance on how to set up family-based arrangements. The good practice evident in the way the Department designed and introduced the first phase of the 2012 scheme reflected lessons learned from previous programmes.The key factors behind the successful introduction of the scheme included: identifying what had gone wrong with the previous schemes; maintaining a stable and experienced leadership team that brought together both policy and operational expertise to the project; and implementing the scheme progressively, by moving forward only when the Department was confident it could introduce each stage, rather than trying to meet pre-announced deadlines. The 2012 scheme is simpler and more efficient to administer than the previous schemes, for example, by automating the process of collecting data on parents' income from HM Revenue & Customs (HMRC) systems |