Implement Organization and Program Efficiencies


Case Closure Updates and Enhancements

20 percent bar


Reduce Case Closure reasons from 55 to approximately 16 and align system processes to automate system functionality where able

Business Problem/Opportunity: To reduce Case Closure reasons and automate closure in the Child Support Enforcement system.

Current Status: 22% completed

Business Outcomes: 

  • Streamline Child Support Enforcement closure reasons and criteria

Critical Success Factors: 

  • Compliance with mandatory Federal Final Rule regulation
  • Increase efficiency of Child Support Enforcement closure reasons

Address Outdated Business Applications

50 percent bar

Review and determine replacement of outdated computer related business applications

Business Problem/Opportunity: Bring technology of applications up to date to support newer browsers, data validations, and add new features to support new policies and procedures. An efficient database design will increase efficiency for local child support agencies and Program Monitoring and Compliance Unit.

Current Status: 50% completed 

Business Outcomes: Integrate Complaint Resolution Tracking System and the State Hearing Office System into one application, which eliminate duplicate entry at the local child support agency level, and will streamline compliance monitoring at the state level.

Critical Success Factors: New application will be compatible with current browser technology and ensure a compliant tracking system, allows communication between applications, decreases workload for staff at the state and local levels, and increases accuracy and efficiency.

Implement Second Phase of Parentage Opportunity Program

60 percent bar

Implement corresponding program changes related to the implementation of legislation to allow the establishment of parentage

Business Problem/Opportunity: Carry out corresponding program changes related to establishing parentage, specifically for same-sex parents and parents using assisted reproduction.

Current Status: 64% completed

Business Outcomes: Implement corresponding legislative changes.

Critical Success Factors: Compliance with the intent of the legislature to allow parentage to be established by the child support program.

Transition the Child Support Enforcement System into a Cloud-based Environment

80 percent bar

Transition the current case management system into a cloud-based environment to improve overall structure and security

Business Problem/Opportunity: Move Child Support Enforcement system to the Microsoft Azure Government Cloud. New platform and infrastructure will help California Child Support Services meet business needs.

Current Status: 80% completed

Business Outcomes: Microsoft Cloud provides faster response and more flexibility to business changes, increases application delivery frequency, and improves security, business continuity, and disaster recovery protection for system recovery. Project will also provide a holistic approach to cloud governance including budget controls to support scalability.

Critical Success Factors:  The Child Support Enforcement system can operate successfully in the Microsoft Azure Government Cloud environment, with response times and security capabilities that meet or exceed business requirements. California Child Support Services technical staff to able to support Child Support Enforcement system in the Microsoft Azure Government Cloud.

California Child Support Central Modernization

25 percent bar

Improve overall information sharing between California Child Support Services and local child support agencies

Business Problem/Opportunity: The opportunity exists to move, archive, delete, and/or migrate the data stored and presented on the Child Support Central intranet site, decide on the appropriate use of this data and modernize the platform.

Current Status: Green circle24% completed

Business Outcomes:

  • Improve overall information sharing and collaboration between California Child Support Services and local child support agencies
  • Removal of obsolete information
  • Governance model for maintaining information sharing sites
  • Modernize security access to platform via single sign-on

Critical Success Factors: 

  • Increase site activity
  • Reduce content storage
  • Improve customer satisfaction


Improve Statewide Parentage Establishment

40 percent bar

To explore ways to improve performance in statewide parentage establishment percentage.

Business Problem/Opportunity: Among other challenges, the COVID-19 pandemic has adversely impacted statewide the parentage establishment percentage. As statewide parentage establishment percentage continues to fall, California Child Support Services is at risk for financial penalty. California Child Support Service will explore ways to improve performance in statewide parentage establishment percentage.

Current Status: Green circle37% completed

Business Outcomes:

  • Development of efficient tools for monitoring statewide parentage establishment percentage
  • Improvement of statewide parentage establishment percentage performance

Critical Success Factors: Statewide parentage establishment percentage performance of 90% or 2% increase from 2020 federal fiscal year baseline.

Local Child Support Agency Efficiency Enhancements

40 percent bar

Create efficiencies and system enhancements in Child Support Enforcement for local child support agencies

Business Problem/Opportunity: Target Child Support Enforcement system changes and enhancements that create efficiencies for local child support agencies that are sought after due to COVID-19 budget constraints and create relief for intensive manual processes.

Current Status: Green circle45% completed

Business Outcomes:

  • Addition of Spanish forms to Child Support Enforcement
  • Addition of barcoding to additional Child Support Enforcement documents
  • Implementation of e-Income Withholding Order processing for Social Security Administration benefits
  • Enhanced interface for address updating
  • Closed case task clean-up

Critical Success Factors: Volume of change requests implemented in system.

Develop Legal Reference Guide

80 percent bar

Develop a legal reference guide for child support attorneys to assist in statewide consistency and best practices

Business Problem/Opportunity: Establish legal reference guide to achieve statewide consistency.

Current Status: Green circle81% completed

Business Outcomes: Ongoing drafting, review, approval, and publication of the legal reference guide.

Critical Success Factors: Assist child support attorneys in statewide consistency and best practices through updated legal reference guide.

2020 - Develop Process for Measuring Project Benefits - COMPLETED

Develop a process to track project success using data and statistics

Business Problem/Opportunity: Implement an enterprise-wide, standard process that includes objective measures to determine the effectiveness of new changes, tools, strategies, and processes.

Current Status: 100% completed 

Business Outcomes: Support a consistent, enterprise-wide process that follows a specific plan to ensure the components are in place to determine if a change is effective.

Critical Success Factors: Meets objective measurement in capturing the effectiveness of a change. Achieves sustainability where the process can be used for any change in the organization.

2020 - Explore Amending Court Order Rules - COMPLETED

Explore amending the rules surrounding the calculation of child support and establishing a court order

Business Problem/Opportunity: Guideline and Establishment of the calculation of child support and establishment of a court order.

Current Status: 100% completed

Business Outcomes: Explore amending statutes and regulations related to California’s guideline formula and IV-Directors establishment processes to ensure orders are set accordingly to legislation.

Critical Success Factors: Ensure orders are set according to a parent’s ability to pay and provide clarity regarding the use of imputed income.

2020 - Provide Assistance to Users with Technology Systems - COMPLETED

Develop a password management system to provide easy access to various systems while maintaining a required level of security.

Business Problem/Opportunity: Implement Password Manager to allow local child support agencies access to child support systems that requires unique usernames and passwords.

Current Status: 100% completed 

Business Outcomes: Password Manager will be deployed to all Option 1 local child support agencies.

Critical Success Factors: Training of Password Manager to Option 1 local child support agencies who will be able to use it across different work computers, shared computers, sites and counties. California Child Support Services Help desk will provide post-deployment support. Communication will be assisted by the Organizational Change Management team.

2020 - Single Sign-On - COMPLETED

*Effort continues as regular maintenance and operation.

Develop single sign-on for business applications.

Business Problem/Opportunity: Develop a single sign-on to manage multiple accounts and passwords to access California Child Support Services applications.

Current Status: 100% completed 

Business Outcomes: By consolidating access through a single account and using multi-factor authentication, higher levels of efficiency and security can be achieved for California Child Support Services and local child support agency users.

Critical Success Factors: Implement single sign-on for California Child Support Services and local child support agency users.

2020 - Implement Vendor Service to Distribute Money - COMPLETED

Implement a vendor service agreement to receive and distribute child support money to parents/parties receiving child support.

Business Problem/Opportunity: Complete State Disbursement Unit transition.

Current Status:  100% completed 

Business Outcomes: Completed State Disbursement Unit transition.

Critical Success Factors: Vendor service to handle the receipt and disbursement of child support payments, allowing payments to be made and received faster, easier, and more securely.

2020 - Explore Title Agency Registry Access - WITHDRAWN

Explore Title Agency Registry Access

Business Problem/Opportunity: Explore Title Agency Registry Access.

Current Status: Failed 

Business Outcomes: The efforts to explore a statewide child support lien registry did not receive full buy in.

2020 - Develop Electronic Submission for Litigants - MOVED

*This project has been rolled into the 2021 Simplify Application project under Goal 2, Objective 1.

Develop electronic submission of child support order information for litigants who are not in the child support system directly to statewide Child Support Case Registry,

Business Problem/Opportunity: Develop electronic submission for litigants.

Current Status:  Moved

Business Outcomes: Local child support agency submission consists of developing an electronic submission of FL-191 case registry information from litigants directly to California Child Support Services. Pending change Request for required system changes.

2020 - Business Continuity Plan Mobile Application (Change Request) - COMPLETED

*Effort continues as regular maintenance and operation.

Implement Business Continuity Plan Mobile Application.

Business Problem/Opportunity: Develop a Business Continuity Plan mobile application to provide support teams with the necessary communication and information distribution channel to effectively collaborate with staff and partners during incidents.

Current Status: 100% completed 

Business Outcomes: The application can be downloaded to personal devices and department-owned devices, and will operate in an online and offline mode and provide access to communications and information that will support incident-related activities.

Critical Success Factors: The Business Continuity Mobile application, including messaging and communication services, can operate successfully. Updates are published to mobile application in real-time or near real-time. Available in Google Play and Apple applications store for download. Information housed in Business Continuity Mobile application can be accessed independent of California Child Support Services technology.