PROMOTE CONSISTENCY OF PROCESSES STATEWIDE
Tactics:
Amend regulations to improve efficiency
Business Problem/Opportunity: Review how Child Support Enforcement automatically generates real property liens, and develop solutions to standardize statewide practices to eliminate duplication or outdated processes.
Current Status: 
48% completed
Business Outcomes:
- Reduced risk of customer complaints due to unnecessarily created liens
- Improved effectiveness of real property liens, gain clarification of when to file documents for release of lien
- Standardization of statewide practices and elimination of duplicate or outdated processes
- Reduced workload for local child support agencies, reduced cost to parents paying support and California Child Support Services
Critical Success Factors: Statewide policies and procedures for consistency in generating and releasing real property liens, and fewer generated liens for all paying parents. Define delinquency timeframes, establish a threshold amount, eliminate liens based upon the paying parent’s address and unverified addresses.
- Progress: Amend Regulations to Improve Efficiency of Liens 48%
Improve financial policies and procedures to promote statewide consistency
Business Problem/Opportunity: Child Support Financial team will facilitate the development and documentation of statewide child support financial policy and procedure as well as Child Support Enforcement system enhancements to promote statewide consistency.
Current Status: 52% completed
Business Outcomes:
- Statewide consistency of child support financial policy
- Increased reliability of child support financial data
Critical Success Factors: Implement Financial Restructuring Project interim solutions, develop and deliver interim solutions training, implement Financial Restructuring Project change request, and issue financial policies and procedures.
- Progress: Enhance Financial Case Management 52%
Develop Child Support Enforcement modifications to increase automation of system functions
Business Problem/Opportunity: Currently there are insufficient policies and procedures for mitigation of risks of overlapping duties and roles. Child Support Enforcement system functionality does not currently automate security role functionality for compatibility of workloads and duties
Current Status: 25% completed
Business Outcomes:
- Child Support Enforcement modifications and enhancements
- Increased automation of Child Support Enforcement functions
Critical Success Factors: Implementation of Child Support Enforcement security enhancements that automate security role functionality for compatibility of workloads and duties.
- Progress: Child Support Enforcement User Security Enhancements 25%
Visionary Outreach and Inclusion Committee for Equity (VOICE)
Business Problem/Opportunity: A council of Diversity, Equity, and Inclusion champions across divisions and Local Child Support Offices to support the implementation of Diversity, Equity, and Inclusion roadmap strategies
Current Status:
59% completed
Business Outcomes:
- The committee will embody diversity that is reflective of the communities we serve across the state to support the cultivation of an empathetic, inclusive, culturally sensitive, and trauma-informed culture that centers equity in policy and practice
Critical Success Factors: The number of council recommendations, meetings held over the fiscal year, and the policies that are reviewed with an equity lens.
- Visionary Outreach and Inclusion Committee for Equity (VOICE) 59%
2020 - Improve Collaboration with Local Child Support Agencies - COMPLETED
Collaborate with local child support agencies to determine best practices for child support financial case management to promote statewide consistency through policies and procedure
Business Problem/Opportunity: Ensure statewide consistency with financial case management.
Current Status: 
100% completed
Business Outcomes:
- Financial unit provides development and support of Child Support Enforcement system change requests and communication forums for child support financial case management
Critical Success Factors: Recruit, on-board, and train Child Support Finance unit staff. Implement short-term interim fixes and long-term system changes, and improve collaboration on financial case management to identify and implement best practices consistently statewide.
2020 - Transition to Learning Management System - COMPLETED
Implement online learning management system
Business Problem/Opportunity: Modernize online learning management system to develop training to California Child Support Services and local child support agencies statewide.
Current Status: 100% completed
Business Outcomes:
- Implement Blackboard Learning Management System
Critical Success Factors: Determined by course evaluations, successful new hire on boarding, follow-up communication and surveys to the local child support agency and Regional Trainers.
2020 - Develop Statewide Training - COMPLETED
Develop a comprehensive statewide training program for all local child support agencies
Business Problem/Opportunity: Standardize training for all local child support agencies to achieve uniformity in curriculum and delivery of program services.
Current Status: 100% completed
Business Outcomes:
- Utilize local child support agency subject matter experts to provide consistent training statewide
- Develop a comprehensive curriculum of procedures and Child Support Enforcement system training, as well as soft skills, for all new child support staff
Critical Success Factors: Determined by course evaluations, successful new hire on boarding, follow-up communication and surveys to the local child support agency and Regional Trainers.
2022 - Reinvention of Local Child Support Agency Communication - COMPLETED
Foster stronger relationships with local child support agencies by improving communication and streamlining consistencies statewide
Business Problem/Opportunity: To build a stronger collaborative relationship with local child support agencies to achieve and maintain successful performance outcomes statewide.
Current Status: 100% completed
Business Outcomes:
- Enhanced collaborative relationships between the state and local child support agencies
- Revision of existing compliance letters
- Identify local child support agency compliance concerns quickly and efficiently
- Increased compliance percentages for child support program areas
- Recommendations to close gaps and/or correct inconsistencies
Critical Success Factors: Increase sharing of compliance reviews, increase two way communication between state and local child support agencies, increase compliance percentages for various child support program areas, and decrease compliance backlogs in various child support program areas.
2020 - Consolidate Budget Information Systems - COMPLETED
Implement technology that assists local child support agencies in reporting budget information into one system to improve efficiency and consistency
Business Problem/Opportunity: Implement the Budget and Expenditure Claiming Application that replaces and consolidates the four lengthy applications into one, that also supports the department with its fiscal oversight responsibilities.
Current Status: 100% completed
Business Outcomes:
- Implement an integrated reporting solution that enables California Child Support Services staff to efficiently gather data on program expenditures, add or modify data, and gain accuracy of reporting
Critical Success Factors: Successful implementation of a single integrated solution, and successful replacement and decommission of the four applications.
2023 - Statewide Communication for Legal Developments - COMPLETED
Establish statewide dissemination of information on legal developments impacting the child support program
Business Problem/Opportunity: Presently there is no uniform method of communicating developments between California Child Support Services and the local child support agencies. Current practices typically involve discussion of legal developments among more senior child support attorneys.
Current Status: 100% completed
Business Outcomes:
- Development of a tool to facilitate the statewide dissemination of information concerning legal developments impacting the child support program
Critical Success Factors: Deployment of platform to increase collaboration among local child support agency attorneys. Improved opportunities for local child support agency attorneys to obtain Mandatory Continuing Legal Education requirements.