CSA invests in complaints software

The failing Child Support Agency (CSA) has extended its contract for complaints software following a damning report which saw its IT system called a "turkey."

As IT PRO reported last week, the public accounts committee said that £539 million in reforms failed because of outsourcing and errors in a new IT system, which the committee's chairman Edward Leigh called a "turkey from day one."

The Department for Work and Pensions (DWP) extended its contract with CDC Software to provide a better complaints management system for the CSA. And it's a good thing too, as the CSA receives thousands of complaints.

"It is hard to think of a body in which the public has less confidence: in 2005-06 alone, there were 55,000 complaints about the CSA," Leigh said last week.

The CSA will be using CDC Respond for nearly 800 users, which will link to the Independent Case Examiner, the body which looks into CSA complaints.

"We are delighted to announce this latest deal with the DWP," said vice president of the CDC Respond division James Heavey. "We have the understanding and experience needed to help the CSA achieve its efficiency targets and enhance service by empowering client-facing CSA people to deal with complaints quickly and effectively."

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