The Department for Work and Pensions (DWP) partnered with ICM to undertake an 18-month tracking survey, measuring the effectiveness of direct mailings from the CSA to parents regarding the closure of their cases. With the CSA being replaced by a new child maintenance service, this research gained elevated importance.
The survey was conducted via telephone among CSA clients (6 waves; 800 sample per survey).
The research showed that as DWP sent out further mailings, CSA customers became more aware of the proposed changes to the service. The likelihood of parents taking action and their intention to take action to make a child maintenance arrangement also increased throughout the mailings, although by the final mailing the majority had not taken any action.