PR Week Echo Columns

Organisation: Child Support Agency

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Analysis and commentary by Echo Research.

When the problematic Child Support Agency hit the headlines again there was little PR gold in the Government's stable left to spin. Early suggestions that their IT contractor should take the rap were accounted for in, just part, of the opposition's assault. While the late arrival, cost and ongoing problems of EDS' IT system were noted, it was the CSA's overall management that came under most brutal attack.

Even if the Liberal Democrat's appeals to scrap the CSA and Tory calls to 'get a grip', could be dismissed as party politics, the damning assessment of Sir Archy Kirkwood (Chair of the Commons Select Committee) were harder to ignore. "This is not just about computers … It is a systemic, chronic failure of management right across the totality of the agency"(Yorkshire Post, 18/11). It was a view supported by pressure groups One Parent and Child Poverty Action Group. "Whoever is in charge, the CSA is a mess and children in poverty are losing out"(Kate Green - CPAG, Independent, 18/11).

Little thought appeared to be given to technology partner EDS. Although unavailable for comment, the CSA's 2,000 specification changes (Computing, 17/11) and political timetable (Richard Holway - Ovum, Independent, 21/11) were summarised in ZD.Net's Leader "EDS does not appear to be the only party at fault"(7/11).