In addition to communication via letters and telephone, CMS have significantly improved its communications channels by introducing digital services as its preferred contact method for all customers, which offers customers the ability to update their information and request changes 24 hours a day, 7 days a week. CMS has made significant improvements in their telephony service, for example the average speed to answer calls has reduced by a third since 2021/22. CMS will continue to monitor and identify areas to further improve their customer contact channels.