What Does This Mean?

RUBYMIA123

Hi guys, well ive just spoken to the csa as my case has been stuck since mid october, so called them for an update plus i was expecting 2 calls today one about a complaint i have made and one from a complex case officer, so anyway spoke to a lovely lady who said she will find out whats going on and call me back, which im pleased to say she did but she told me she had some bad news for me, My case is broken and nothing can be done about it and it will now have to be sent to the clerical team what does this mean? what will happen now?

kelloggs36

It means that yo have a long wait on your hands!

RUBYMIA123

Well why will it take so long, had got to the point where it was with enforcement before and they were going to get a LO, so why is it that the clerical team cant just pick up where they left it, is there anything i can do to move it along and would i be entitled to any kind of compo?

frugallass

RUBYMIA123 wrote: »

Hi guys, well ive just spoken to the csa as my case has been stuck since mid october, so called them for an update plus i was expecting 2 calls today one about a complaint i have made and one from a complex case officer, so anyway spoke to a lovely lady who said she will find out whats going on and call me back, which im pleased to say she did but she told me she had some bad news for me, My case is broken and nothing can be done about it and it will now have to be sent to the clerical team what does this mean? what will happen now?

When you say 'stuck' and 'broken' - what do you mean?

I've recently had the 'technical difficulties' excuse and wonder if it's something similar

All I can suggest is to get your MP / MSP involved straight away

kelloggs36

It means that the computer cannot progress the case it literally freezes and that is that! It has to be fixed or removed from the system and converted to clerical.

frugallass

so is it the hardware or the software that is causing the problem?

how often is this happening?

why can't they access a back-up of the casefile?

kelloggs36

YOu need to ask EDS that - I have absolutely no idea - as do none of the other staff there!! It happens quite a lot but they haven't found a solution to the issue yet

frugallass

What's EDS?

Seems to me that it's just another excuse for CSA staff to avoid dealing with enquiries and a way of reducing their workload

NACSA_CHAIR

To be fair to staff - they have an incredibly difficult task trying to work with a computer system that is so full of problems. The system has had a number of security patches to allegedly stop these cases becoming stuck, but it doesn't seem to have stopped the problem. But as Kelloggs has said - it does mean you are in for a long wait as everything on the case needs to be done manually. So you also need to ensure that you check everything for possible errors. Might be worthwhile getting your MP to complain too...

kelloggs36

EDS is the firm who are responsible for the system in the first place! The staff have no idea what the gubbings of it are - just how to use it! When it goes wrong, it is down to EDS to fix it.

LizzieS_2

Is there some standard time set for EDS to correct their own errors? Surely if the Government is paying the contractor they have a right to demand the same level of support/correction as with an inhouse system, ie 24 hours maximum.