Reduce the Complexity of the Customer Experience

TACTICS

2021 Simplify, Reduce and Streamline the Child Support Application Process

 

Simplify, reduce, and streamline the child support application process to make applying for services easier

Business Problem/Opportunity: Simplify, reduce, and streamline the child support application process to make applying for services easier. Make the child support application process simpler and more efficient, and make it easier and faster for participants to fill out.

Current Status: Scheduled for 2021

Business Outcomes:

  • Reduce the length of the current application package by exploring the federal minimum requirements
  • Simplify the language used to request information for services
  • Explore interface with court system to allow online submission of case registry forms

Critical Success Factors:

  • Decrease the number of online applications that are abandoned
  • Increase the number of online applications completed and submitted
  • Increase in the number of case registry forms received
  • Increase in the number for applications for child support received through case registry forms submission

2021 Overhaul of Office of State Publishing Application Packet Content and Process

 

Reduce printing of packets and applications to achieve modernization of forms and streamline processes

Business Problem/Opportunity: Explore feasibility of reducing printed packet and developing a pre-populated packet with the applicant’s online submission for review and confirmation of their data. Provide applicants information to assist them with the child support process, potential flexible case management choices, and confirmation and/or possible correction of information already in Child Support Enforcement.

Current Status: Scheduled for 2021

Business Outcomes:

  • Significant reduction in printing and postage costs
  • Improve business management of types of applications
  • Improve data in Child Support Enforcement
  • Improve customer service
  • Improve modernization of forms and streamlining of processes
  • Modernization of communications

Critical Success Factors:

  • Reduce printing and postage costs
  • Increase return of mailed application packets
  • increase use of digital applications
2020 - Introduce Texting for Customer Service - COMPLETED

Implement texting to improve the customer service

Business Problem/Opportunity: Implemented a statewide text messaging solution to increase accessibility and communication with county and regional child support agencies.

Current Status: 100% completed

Business Outcomes: Improved communication between county and regional child support agencies and child support participants. Increased efficiency and speed of the child support case process, and enabled faster response rates for customers.

Critical Success Factors: Child support participants are using text messaging and are satisfied with the service, increase in customer service, faster responses from county and regional offices.