30 September 08 – Publication of DWP research report 529: Child Support Agency – employers’ views on setting up and processing deduction from earnings orders
New research published today by the Department of Work and Pensions examines the views and experiences of employers and payroll organisations (who are contracted by employers) regarding the ease or difficulty of setting up and paying Deduction from Earnings Orders (DEOs). The research also looked at employers’ perceptions of the support service and employer-specific communications they receive from the Child Support Agency (CSA).
This report, presents findings from a small qualitative study of 58 employers and two payroll organisations with experience of setting up and paying DEOs to the CSA. Interviews were also conducted with four Agency employees.
The main the findings are:
- Employers expressed general satisfaction, finding the setting up and administering of the DEO process to be both straightforward and relatively problem free.
- Employers were generally satisfied with the way CSA employees dealt with their queries - some noticed an improvement in the standard of service over the previous twelve months.
- Standard notifications and leaflets were considered clear and helpful though some employers felt they received too many leaflets (one for each DEO).
- Agency employees highlighted that employers may make mistakes on setting-up and processing DEOs. If not rectified by the Agency they reoccur and may delay payment to parents with care (PWC).
- Where errors cause delays in PWC receiving maintenance, employers may receive several calls a day as the Agency seeks to confirm and monitor payments.
- Many employers were not aware of the Agency’s preferred method of payment, Detailed Automatic Credit Transfer, which has the potential to address some employer mistakes.
Notes to Editors
- In its Operational Improvement Plan (OIP) produced in February 2006, the CSA set out steps to improve the Agency’s performance, including plans to increase the use and effectiveness of Deduction from Earnings Orders (DEOs). As part of the OIP, the CSA will use DEOs earlier and more frequently for those who default on other payment arrangements or indicate that they are unlikely to pay. The CSA commissioned this research to better understand employers’ interactions with the Agency and the DEO process, to inform implementation of this element of the OIP.
- The research is based on findings from a combination of face to face and telephone interviews with 58 employers of varying sizes and two payroll agencies. Findings from initial scoping consultations with four CSA employees, three key organisations representing employers and payroll agencies and three employers of various sizes also informed the report.
- Research Report 529: “Child Support Agency – Employers’ views on setting up and processing Deduction from Earnings Orders”, is published on 30th September 2008. The report is available on the DWP website.
Media Enquiries: Liz Forster 020 3267 5122
DWP Press Office: 0203 267 5144
Out of hours: 07659 108 883
Website: www.dwp.gov.uk
Prepared by: Department for Work and Pensions Child Support Agency
