Health and Family Services Cabinet
State Child Support Agency Upgrading Its Technology to Improve Customer Service; Changes will help customers get electronic access to up-to-date case information
FRANKFORT, Ky. (Sept. 1, 2010) – The Kentucky Child Support Enforcement Program (CSE) is developing new technology to improve service to its clients.
Funding for this modernization project comes from one-time federal dollars CSE has received. CSE is part of the Kentucky Cabinet for Health and Family Services’ (CHFS) Department for Income Support (DIS).
CHFS Secretary Janie Miller said that the modernization means enhanced well-being for more Kentucky families.
“These improvements make it easier for noncustodial and custodial parents to get their questions answered and ultimately increase access to more resources in the care of their children,” she said.
DIS Deputy Commissioner Steve Veno said the ultimate goal of the modernization is to make it easier for customers to get information about their own cases.
“Our goal is to increase child support enforcement program participants’ level of access to information and program services, and to improve the tools, resources and technology used by child support staff,” Veno said.
The upgrades have begun and will be accessible to the public as they are completed. The entire upgrade is scheduled to be accessible by August 2012.
One of the major changes will be a new customer service website that will allow custodial and noncustodial parents to view details of their case, such as payments, appointments and their case status, as well as provide updated information on their case. The public can access general child support information, including the ability to apply for services online. The new website also will allow for online payments to be made by the noncustodial parent.
A new electronic forms database will provide statewide uniformity and improve access for CSE caseworkers and participants.
Other initiatives of the upgrade include:
─ Information Search/Exchange Portal: This program will provide child support staff the ability to simultaneously search a variety of systems. The information available to child support staff will provide additional resources needed to locate participants in a child support case and identify other services participants are receiving.
─ Business Intelligence: Business intelligence will provide CSE staff with the ability to quickly and accurately access data in the current child support system, which can improve service to custodial and noncustodial parents. In addition, it will allow the child support program to electronically complete federally required reporting.
─ Scanning and Imaging: This system will allow child support staff to electronically store, view and send information such as applications, court orders and insurance documentation received from case participants, the courts and other agencies.
The CHFS Office of Administrative and Technology Services (OATS) and the private technology firms Mahindra Satyam and Deloitte will provide program knowledge and quality assurance assistance.
For more information about the Kentucky Child Support Enforcement, log onto http://chfs.ky.gov/dis/cse.htm.
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