Customer views on service delivery in the Child Support Agency:
Saved in:
| Main Authors: | , , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
London
Stationery Office
1998
|
| Edition: | 1. publ. |
| Series: | Great Britain / Department of Social Security: Research report
74 |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XVI, 94 S. |
| ISBN: | 0117625833 |
Staff View
MARC
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| 245 | 1 | 0 | |a Customer views on service delivery in the Child Support Agency |c Sandra Hutton, Jane Carlisle and Anne Corden |
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Record in the Search Index
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|---|---|
| adam_text | CONTENTS
Acknowledgements vii
Summary i.v
1 Introduction /
Introduction 1
Objectives 1
Background 2
Research method 4
Fieldwork locations 5
The interviews 5
Structure of the report 7
Group discussion 7
Summary 7
2 Client Understanding of the Role of the
Child Support Agency 8
Introduction 8
Absent parents 8
Perceptions of the task of the CSA 8
Knowledge of the requirements of the other parent 10
Knowledge of how the assessment is calculated 10
Parents with care 12
Perceptions of the task of the CSA 12
Knowledge of the requirements of the other parent 12
Knowledge of how the assessment is calculated 13
Summary 14
3 Experience of the Process of Maintenance
Payment through the Child Support Agency 16
Introduction 16
Absent parents 16
First contact and previous arrangements 16
The Maintenance Enquiry Form 11
Assessment and the amount to be paid 18
Time taken 20
Complaints 20
Overall 21
Parents with care 22
First contact 22
Maintenance Assessment Form 23
Assessment and payment 24
iii
Time taken 26
Overall view of the process 26
Summary 21
4 Communications 29
Introduction 29
Absent parents 29
Leaflets 29
Letters 29
Tele phone 30
Face to face 32
Parents with care 33
Leaflets 33
Letters 33
Telephone 34
Face to face 35
Summary 35
5 Outcomes 31
Introduction 31
Absent parents 31
Effects on children 31
Effects on partners and ex partners 38
Effects on finances and employment 38
Parents with care 39
Effects on children 39
Effects on partners and ex partners 40
Effects on finances and employment 40
Summary 42
6 Overall Satisfaction and Dissatisfaction 44
Introduction 44
Illustrations of dissatisfied and satisfied cases: Absent parents 41
Mixed 41
Dissatisfied 48
Satisfied/mixed 50
Illustrations of dissatisfied and satisfied cases: Parents with care 51
Mixed 51
Dissatisfied 53
Satisfied 54
Summary 55
7 Discussion and Issues to Improve Satisfaction 56
Measuring satisfaction 56
A good service 56
Issues for improvement of satisfaction 51
Short term measures 51
Absent patents 51
Parents with care 58
Longer term, broader issues 58
Absent parents 58
Parents with care 59
Joint issues 59
Short term 59
Longer term, broader issues 59
References 62
Appendices
I Approach letter 66
II Topic Guide for Absent Parents 61
III Topic Guide for Parents with Care 18
IV The group discussion: Methodology 89
V Procedures of a case from initial contact, through assessment,
payment, appeals and reviews 90
|
| any_adam_object | 1 |
| author | Hutton, Sandra Carlisle, Jane Corden, Anne |
| author_GND | (DE-588)13336285X |
| author_facet | Hutton, Sandra Carlisle, Jane Corden, Anne |
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| author_sort | Hutton, Sandra |
| author_variant | s h sh j c jc a c ac |
| building | Verbundindex |
| bvnumber | BV011980417 |
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| callnumber-subject | HV - Social Pathology, Criminology |
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| dewey-ones | 362 - Social problems and services to groups |
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| dewey-search | 362.70941 |
| dewey-sort | 3362.70941 |
| dewey-tens | 360 - Social problems and services; associations |
| discipline | Soziologie |
| edition | 1. publ. |
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| indexdate | 2024-07-09T18:19:37Z |
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| isbn | 0117625833 |
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| series2 | Great Britain / Department of Social Security: Research report |
| spelling | Hutton, Sandra Verfasser (DE-588)13336285X aut Customer views on service delivery in the Child Support Agency Sandra Hutton, Jane Carlisle and Anne Corden 1. publ. London Stationery Office 1998 XVI, 94 S. txt rdacontent n rdamedia nc rdacarrier Great Britain / Department of Social Security: Research report 74 Child Support Agency - Evaluation Grande-Bretagne - Child Support Agency Entretien d'enfants - Grande-Bretagne Management, administration, and business studies sigle Sociology sigle Sécurité sociale - Grande-Bretagne Child support Great Britain Evaluation Social surveys Great Britain Jugendhilfe (DE-588)4028892-4 gnd rswk-swf Großbritannien Großbritannien (DE-588)4022153-2 gnd rswk-swf Großbritannien (DE-588)4022153-2 g Jugendhilfe (DE-588)4028892-4 s DE-604 Carlisle, Jane Verfasser aut Corden, Anne Verfasser aut Department of Social Security: Research report Great Britain 74 (DE-604)BV010000600 74 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008106354&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Hutton, Sandra Carlisle, Jane Corden, Anne Customer views on service delivery in the Child Support Agency Child Support Agency - Evaluation Grande-Bretagne - Child Support Agency Entretien d'enfants - Grande-Bretagne Management, administration, and business studies sigle Sociology sigle Sécurité sociale - Grande-Bretagne Child support Great Britain Evaluation Social surveys Great Britain Jugendhilfe (DE-588)4028892-4 gnd |
| subject_GND | (DE-588)4028892-4 (DE-588)4022153-2 |
| title | Customer views on service delivery in the Child Support Agency |
| title_auth | Customer views on service delivery in the Child Support Agency |
| title_exact_search | Customer views on service delivery in the Child Support Agency |
| title_full | Customer views on service delivery in the Child Support Agency Sandra Hutton, Jane Carlisle and Anne Corden |
| title_fullStr | Customer views on service delivery in the Child Support Agency Sandra Hutton, Jane Carlisle and Anne Corden |
| title_full_unstemmed | Customer views on service delivery in the Child Support Agency Sandra Hutton, Jane Carlisle and Anne Corden |
| title_short | Customer views on service delivery in the Child Support Agency |
| title_sort | customer views on service delivery in the child support agency |
| topic | Child Support Agency - Evaluation Grande-Bretagne - Child Support Agency Entretien d'enfants - Grande-Bretagne Management, administration, and business studies sigle Sociology sigle Sécurité sociale - Grande-Bretagne Child support Great Britain Evaluation Social surveys Great Britain Jugendhilfe (DE-588)4028892-4 gnd |
| topic_facet | Child Support Agency - Evaluation Grande-Bretagne - Child Support Agency Entretien d'enfants - Grande-Bretagne Management, administration, and business studies Sociology Sécurité sociale - Grande-Bretagne Child support Great Britain Evaluation Social surveys Great Britain Jugendhilfe Großbritannien |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008106354&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| volume_link | (DE-604)BV010000600 |
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