DEVELOP AND IMPLEMENT NEW OPTIONS FOR COMMUNICATING WITH CUSTOMERS

Tactics:

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

Business Problem/Opportunity: The Review and Adjustment process is a critical juncture in case management where the goal is to obtain an order that is appropriate for the parties based on their accurately reported financial circumstances, ensure compliance with the order, and obtain timely support for families. The exchange of documents between the participants and the local child support agency is time sensitive to ensure child support professionals operate within mandated timeframes. The current process is cumbersome, requiring the parties to submit, often multiple times, extensive income, asset and expense information via the exchange of paper documents.

Current Status: 52% completed 

Business Outcomes:

  • Increase customer satisfaction and ease in providing information related to the modification process
  • More timely information received from participants about current circumstances
  • Decrease printing and postage costs

Critical Success Factors: Decrease in the length of time for the return of Review and Adjustment documents, decrease in timeline for review of Review and Adjustment documents, and improve customer service

  • Progress: e-Review and Adjustment 52% 52%

Deliver the Customer Connect platform in the Spanish Language

Business Problem/Opportunity: Customer Connect, a platform that customers use to manage various aspects of their child support case, is currently only available in English. Meanwhile, the Spanish language version of the Customer Connect user guide is the sixth most downloaded publication in the California Child Support Services library of publications.

Current Status: 99% completed

Business Outcomes: 

  • Spanish version of Customer Connect available to customers

Critical Success Factors: Spanish version of Customer Connect available to customers

  • Progress: Create a Spanish Customer Connect 99% 99%

Establish Equity Advisory Council

Business Problem/Opportunity: Focus on the lived experiences of customers from historically and statistically negatively impacted and marginalized communities. Provide valuable feedback and recommendations to improve program policies, processes, practices, and services that elevate equity

Current Status: Work in Progress icon 5% completed

Business Outcomes: 

  • Through thoughtful and collaborative deliberations, this council will advise department staff on strategic policies, strategies, and investments and elevating the voices of our diverse customers in our program decisions

Critical Success Factors: The number of recommendations and projects the council consults

  • Progress: Establish Equity Advisory Council 5% 5%