MOVING AT THE SPEED OF TECH : IMPROVING THE DELIVERY OF SERVICES TO YOUR CUSTOMERS

Transcription

1 Monday: Breakout Session 2 Workshop B Time: 2:45 p.m. - 4:00 p.m. Location: Atlantic 6 MOVING AT THE SPEED OF TECH : IMPROVING THE DELIVERY OF SERVICES TO YOUR CUSTOMERS Still using IE6.0? Not sure what a tweet is or whether you should care? While we ve been buried in paper and phone messages, the tech world has been busily creating new systems and applications and devices many of which we could use in our child support world. In these days of doing more with less, investing in technology may fill some of the gaps between what we can do and what we d like to do. Come to this workshop and learn more about how child support programs from around the country are using technology in their quest to deliver better services to both external and internal customers. Presenters: Elizabeth Morgan Senior Associate The Center for the Support of Families (CSF) Western Interstate Child Support Council President Olympia, WA Linda M. Dippel Director Department of Child Support Services Contra Costa County, CA Carla Smith Director Crawford County Domestic Relations Section Meadville, PA Moderator: Jan Grinnel President Grinnell Appreciative Consulting Providence, RI ERICSA 46th Annual Training Conference & Exposition Myrtle Beach, South Carolina 09

2 the speed of tech Moderator: Jan Grinnell Speaker: Elizabeth Morgan Speaker: Carla Smith Speaker: Linda Dippel

3 Voiceover PowerPoint Louisiana Early Intervention Project Information for CSE Customers Louisiana Presentation

4 Louisiana Early Intervention Technical Needs Communicating with Customers Video Presentation Ability to Customize to Jurisdiction Widely Accessible Low Cost 3

5 Alternative to Video Production Voiceover PowerPoint Two Software Packages PowerPoint Articulate Presenter Easy to customize Accessible by web and via CD Low cost 4

6 Using Articulate Presenter Design Your Presentation 1. Use PowerPoint to create presentation Insert Animations Write script for voiceover 2. Produce voice files Record Voiceover Import Audio Sync Audio with animations 3. Publish presentation 5

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9 Child Support Example MOM $2,000 DAD $3,000 $5,000 $695 40% 60% $278 $417

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11 Sound Editing 10

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16 Where to Find Online Articulate Presenter Software Audacity Sound Editor Additional Information (CSR Aug 2008) Louisiana Presentation 15

17 Contact info Elizabeth Morgan, Senior Associate Center for the Support of Families

18 Scanning and Video Conferencing Child Support Processing in Pennsylvania in the 21 st Century

19 SCANNING 18

20 What you need to do: Identify system and office forms to be used Compile a complete case listing Determine when you want to start Set up training

21 The Benefits: Information at your fingertips No need to look for/wait for files documents/save postage Eliminate need to transport files to court Reduce need for physical storage space Eco-Friendly

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23 VIDEO CONFERENCING I see you!

24 The Purpose: Conduct support conferences with incarcerated clients Conduct contempt hearings with incarcerated clients

25 No lost time The Benefits: No transport/eliminate possible liability issues Safety of Sheriff Deputy s due to no transport No Deputy s needed in court room for security Fuel, wear and tear on vehicles

26 Into the future Possibly contracting with State Correctional Institutes to provide services at a reduced cost All counties being compatible for video conferencing for all clients, not just incarcerated defendants

27 Contact info: Carla Smith Director Crawford County DRS 898 Park Avenue Meadville, PA

28 Contra Costa County DCSS

29 Outbound (Predictive) Dialing Dual monitor configuration Biometric Single Sign-On

30 Recorded messages delivered en masse to customers Delinquent payment reminders Advise of system changes that impact customers, such as SDU and CCSAS CSE cutovers Encourage payment on arrears Reminder of payment address change Healthy Families Insurance availability for cases without medical support San Diego County used this medium to initiate evacuations during the 2007 fires

31 November 2006 effectiveness study of Napa County DCSS s delinquency calls 49% of delinquent participants contacted made a payment within three consecutive monthly campaigns Effectiveness of payment redirection calls Single campaign called 228 NPs still making local payments 44% of NPs called made subsequent payment to the SDU

32 Contra Costa County performs campaigns for other California LCSAs, too: Merced Napa San Mateo Santa Barbara Santa Clara Solano Stanislaus

33 Existing 19 LCD monitors still in excellent condition May 2007 the CCSAS project provided new workstations with 19 LCDs Cost to surplus vs. investment to improve productivity May 2007 OCSE Child Support Report newsletter reports on Milwaukee s use of dual monitors to improve service

34 Windows XP Extended Desktop feature 2nd video card lets two monitors work seamlessly PCIe video card - $29.75 each from local small business enterprise New 19 LCDs today cost < $200 With the myriad of systems used by staff, having many windows open simultaneously and large enough to see does increase productivity

35 Numerous user IDs and passwords was cumbersome & contributed to downtime Imprivata OneSign Eliminates plethora of IDs and passwords Improves security No more sticky notes on monitors or lists under keyboards Happier end users Excellent audit and reporting capacity

36 Contact info Linda Dippel, Director Contra Costa County DCSS 50 Douglas Drive, Suite 100 Martinez, CA