Develop and Implement New Options for Communicating with Customers

TACTICS

Increase communication methods to provide diverse options for engagement

Increase communication methods to provide diverse options for engagement and make it easier for participants navigating the child support program

Business Problem/Opportunity: Implement Electronic Review and Adjustment (eR&A) solution to allow customers to log into Customer Connect and electronically provide the minimum necessary information to have their case reviewed for modification. Strengthen customer engagement, cater to more needs of child support participants, provide easier and convenient communication methods.

Current Status: Green circle indicating task has started 32% completed

Business Outcomes:

  • An increase in the number of Review & Adjustment packets returned by participants
  •  A decrease in number of days in the return and processing of Review & Adjustment packets

Critical Success Factors: Expedited modification of court orders, increase in compliance with court orders, and increase in child support collections to help families.