Reduce the Complexity of the Customer Experience

TACTICS

Introduce Texting for Customer Service

Implement texting to improve the customer service

Current Status: Tasks begun in 2019. 

Business Outcomes: Implement a statewide text messaging solution, to the extent authorized by the customer and permissible by federal regulation, to increase accessibility and communication with county and regional child support agencies, improve efficiency and speed of the child support case process, and enable faster response rates for customers.

Simplify Applications

Simplify, reduce and streamline the child support application process

Business Problem/Opportunity: Simplify, reduce, and streamline the child support application process.

Current Status: Scheduled for early 2020. 

Business Outcomes: Incorporate modifications to the online application. Pending submission of system concept statement.