Expand Customer Self-Service Capabilities

TACTICS

Enhance Customer Portal

Enhance the customer portal experience by updating Customer Connect.

Business Problem/Opportunity: Customer Connect Enhancements (I205, I235)

Current Status:  Tasks begun in 2019. Check back later for progress.

Business Outcomes: Work with courts to make the modification process simpler. 190 – Review and revise review and adjustment regulations. Provide new online and electronic services for customers to personalize how they interact with the program such as enabling customers to upload scanned document through mobile devices. Use Focus Groups with the public to identify complex areas of the California Department of Child Support Services service offerings; reduce the complex areas identified by the public. Provide forms in multiple languages.

Increase Efficiency of Customer Experience

Utilize technology to deliver self-service options to increase efficiency and the customer experience.

Business Problem/Opportunity: Implement Workflow Automation – SimpliGov

Current Status:  Tasks begun in 2019. Check back later for progress.

Business Outcomes: Implement self-service solutions for California Department of Child Support Services Program and Local Child Support Agencies to reduce the dependency on all staff

New Methods of Paying

Explore options to increase self-service options to meet child support obligations.

Business Problem/Opportunity: Expand-Promote-Assess Payment Methods (Change Request)

Current Status:  Tasks begun in 2019. Check back later for progress.

Business Outcomes: Expand placement of kiosks to provide easier access to customers. Explore new kiosk features (bulk note bill feeders).  Explore new payment options (Venmo, Apple Pay, e-check). Extend TouchPay kiosk availability to 24 x 7 (CHG0030219). Support Credit/Debit Card payments made on point-of-sale/handheld devices (CHG0031475). Develop Touch Pay Decrypt Interface to utilize the Quick Response code to quickly process “walk-ins” (CHG0030706).

Critical Success Factors: Decreased transaction times (measured by transaction data). Increased access to payment options (measured by usage of new options and surveys to customers).