DEVELOP AND IMPLEMENT NEW OPTIONS FOR COMMUNICATING WITH CUSTOMERS
Tactics:
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:
33% 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 33%
2026 - Streamline e-Review and Adjustment process - COMPLETE
Reduced the e-Review and Adjustment process to help participants navigate the child support program easier.
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:
100% completed
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.
2024 - Spanish Customer Connect - COMPLETE
Customer Connect, a platform that customers use to manage various aspects of their child support case, is available in English and Spanish
Business Problem/Opportunity:
Customer Connect was not available in Spanish
Current Status:
100% completed
Critical Success Factors:
Spanish version of Customer Connect available to customers.