ENHANCE PROGRAM OUTREACH
To deliver a clear and accurate image of our program to the public
Tactics:
Modernize the call center to improve customer service
Business Problem/Opportunity:
This is an opportunity to modernize the call center to better align with industry standards.
Current Status:
1% completed
Business Outcomes:
- The features included in this implementation will improve call center efficiencies and customer service
Critical Success Factors:
New features will allow for more streamlined documentation of each call, leading to a decrease in customer wait times.
- Progress: Modernize the Call Center 1%
2020 - Implement clear messaging of the child support program geared toward the public - COMPLETED
Implement, improve and incorporate clear messaging of the child support program geared toward the public
Business Problem/Opportunity:
Improve child support program and communication using Behavioral Economic principals and research. Implement projects that will make processes easier and more efficient.
Current Status:
100% completed
Business Outcomes:
- Using Behavioral Economic principals, California Child Support Services creates new structure within child support program and partners with local child support agencies
- Provide behavioral insights to address issues related to the operations (marketing, communication, service delivery, etc.) and policies of the child support program
Critical Success Factors:
Broad knowledge and understanding of Behavioral Economics to create an efficacious structure in the child support program, and ability to use Behavioral Economics when addressing issues and communicating changes in program