Technology Trends and Innovation in Child Support...

ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30Hershey Lodge ▪ Hershey, Pennsylvania

Technology Trends and theImprovement of Child Support

John White - Deloitte ConsultingBob Patrick - Pennsylvania

Chelare Baykal-Allen- New Jersey

ERICSA 52nd Annual Training Conference & Exposition ▪ April 26 – 30 ▪ Hershey Lodge ▪ Hershey, Pennsylvania

Super Disruptors Enabling the Digital Era In the last two year we’ve seen nine times more data created

than in the entire history of humanity 3 billion minds will join the connected internet in the next five

years 1 billion digital natives will join the workforce in the next

seven years Billions of connected sensors are being deployed every year $50,000,000,000 connected home market in 5-10 years $13,000,000,000 wearables market in 2017 In the next 10 years, 40% of the fortune 500 companies will

be gone


Mobile Web’s Impact According to recent Pew Research Center studies:

o 91% of adult Americans own a mobile phone

61% of those mobile phones are smartphones

60% of mobile phone owners utilize their phone to access the Internet

55% of those who access the Internet using their mobile phone indicateeither that the mobile phone is their primary means of access or is usedequally as much as other devices (e.g., laptop computer)


Tech Trends Snapshot

API EconomyIntegration as a discipline, exposing core assetsfor re-use, growth, and innovation

Cognitive AnalyticsCognitive analytics offers a way to bridge the gapbetween big data and the reality of practicaldecision making

Industrialized CrowdsourcingToday, technology makes crowdsourcingpossible on an industrial scale, with potentiallydisruptive impacts on both cost and innovation

Digital EngagementWith more and more parts of the businessbecoming digital, the CIO has an opportunity tobuild a new legacy for IT

WearablesWearables hold possibilities for driving downcosts and increasing competitiveness. Whatcould it mean for your organization?

Core RenaissanceReplatforming, rearchitecting, and revitalizing ITat the heart of the business

Social ActivationThe power of social activation is unleashedwhen others advocate an organization’smessage in their own words to their network

Cloud OrchestrationCIOs should be making deliberate investments indeveloping advanced integration and datamanagement capabilities to support cloud-to-cloud and cloud-to-core models

Amplified IntelligenceAugmenting and enhancing the individual withemerging technologies—cognitive analytics,visualizations, wearables, and beyond


Cognitive AnalyticsApplying technology to enhance human decisions:

Lessons from the front lines:

Inspired by how the human brain processes information, drawsconclusions, and codifies instincts and experiences into learning, it is nowpossible for machines to learn from experience and to penetrate thecomplexity of data to identify associations.

Siri and other intelligent personal assistants – New companions havefactored in past behavior and preferences when responding to commands

Kinect – Xbox used cognitive analytics to create a verbal commandinterface video game system

Changing the world of health care – As part of an integrated ecosystem,WellPoint used cognitive analytics to provide patient treatmentrecommendations


Industrialized CrowdsourcingHarnessing the power of the crowd:


Enterprise adoption of the power of the crowd allows specialized skills to bedynamically sourced from anyone, anywhere, and only as needed.Companies can use the collective knowledge of the masses to help withtasks from data entry and coding to advanced analytics and productdevelopment.

Collaborative consumption– Uber and other ridesharing apps allowtechnology to connect passengers with ordinary citizens offering carservices

Have patents, will innovate – GE partnered with Quirky for productdevelopment and innovation recommendations, shortening inventiontimelines from years to weeks

Civic crowdsourcing – The city of Boston created the app “CitizensConnect” in 2008 to encourage Bostonians to report problems ranging frombroken street lights to missed trash pickups


Digital EngagementReshaping and rewiring the customer experience:


Digital engagement involves using technology to design more compelling,personally relevant, engrossing experiences that lead to lasting, productiverelationships, higher levels of satisfaction, and new sources of revenue.

The one-stop digital shop – Adobe transformed its website into aseamless product marketing & e-commerce site, increasing revenue by 39percent since the project started

Driving new savings, sales, and loyalty – Netflix has created a way todeliver consistent, fascinating, and personalized products to improve auser's overall experience

Online learning academy – The Khan Academy education model provideslessons to students around the world for significantly lower costs thantraditional tuitions


WearablesEnabling businesses with digital information:


Hands-free, heads-up technology has the potential to reshape how workgets done, how decisions are made, and how you engage with employees,customers, and partners.

A new vision for training – CraneMorley’s training software delivered viasmart glasses allowed car dealership salespeople to learn vehicletechnology on the go

Wearable wardrobe – A large range of products from smart watches tosensing diapers are driving the “quantified self” movement

The doctor is in (your stomach) – Medicine usage and health is trackedthrough a system that includes both a body-worn patch and a smallingestible sensor


Cloud OrchestrationA new class of cloud offerings:


CIOs should be making deliberate investments in developing advancedintegration and data management capabilities to support cloud-to-cloud andcloud-to-core models. Build the components to orchestrate the cloud today,and you’ll be ready to adopt more compelling services tomorrow.

Linking the network – LinkedIn integrated a cloud-based platform toenhance sales and CRM capabilities and build a scalable solution for futureorchestration

Orchestrated banking – SunTrust Banks sought an integrated, scalablecloud solution to expedite the delivery of services to customer – and pavethe way for future cloud adoption

Espresso with a shot of cloud – Nestlé Nespresso SA transformed itshome-grown, complex ERP system with a more scalable architecture andintegrated cloud solution


Amplified IntelligenceThe rise of the machines:


When built to enhance an individual’s knowledge and deployed seamlesslyat the point of business impact, advanced analytics can help amplify ourintelligence for more effective decision making.

Connecting clinics – University of Minnesota Institute for HealthInformatics created a biomedical informatics platform which enablesobservational studies and predictive analytics

Solving crime in real time – LADP patrol cars are outfitted with scannersthat snap pictures of cars and their license plates to receive real time results

Second set of eyes– While automated radiological image analysis canidentify certain cancers, at most their use has been to supply a “second setof eyes” for a radiologist’s diagnosis


• Wearables will allow GPStracking and drug testing forconfidential parents.

• Google glasses and iPadsallow easy access to usefuldata on the go or from yourhomes.

A Look into the Future

• Results for genetic testing inless than a minute.

• Paperless process withelectronic signatures.

• Build relationships andcrossing boundaries withdifferent states.

• Gathering informationeffortlessly from crowdsourced resources.

• Cognitive analytics provingreal-time support in decisionmaking about specific cases.

• Artificial intelligence allowingfacial recognition to helplocate non-custodial parentsand enforcing security.


Child Support Possibilities

Cloud provides access to unlimited child supportcases across the United States

iPads can allow instant e-signatures from court officials

Wearables can be used to track Noncustodial Parents

Using social networks to locate Noncustodial Parents


Technology Transformation


Thank YouExplore Tech Trends 2015

www.deloitte.com/us/techtrends2015Join the conversation on Twitter

@DeloitteOnTechFor more information:

[email protected]


Technology Trendsand the

Improvement ofChild Support Pennsylvania


What’s Hot - Pennsylvania

• Online Training

• Caseload ManagementTechnology

• JobGateway


PACSETIPennsylvania Child Support EnforcementTraining Institute (PACSETI) is a collaborativepartnership between the PennsylvaniaDepartment of Public Welfare (DPW),Bureau of Child Support Enforcement(BCSE), the Domestic Relations Associationof Pennsylvania (DRAP), and Penn State.

Domestic Relations Associationof Pennsylvania


On Demand New Hire

Provides instruction on Title IV-D ChildSupport Enforcement (CSE) Program inPennsylvania

• Practical overview of PACSES andsupporting applications

• Self-guided, Self–paced, Supervisor-led

• On site DRS Trainer/Mentor• Mastery Exam


Online Course CatalogNew Hire

The focus of the course is to provide new hired CSE staff with an overview of key concepts thatpertain to the establishment and enforcement of child support obligations.

Customer Service New Hire Training

100 Level

These courses provide in-depth instruction on each of the case management processes (i.e. CaseInitiation, Locate, Paternity Establishment, Financials, Enforcement, Case Closure, etc) used inthe Title IV-D Child Support Enforcement (CSE) Program. The courses vary in length from oneto three days and are designed for less experienced CSE staff who require additional knowledgeand understanding of individual CSE topics. The training is also appropriate for cross-trainingpersonnel in more than one CSE area of expertise.

Analyzing Ability to Pay 101Case Initiation 101 Comprehensive Case Closure 101CSLN Overview 101 E-Services 101 Enforcement 101Financials 101 Interstate 101 Intrastate 101Locate 101 Paternity Establishment 101

200 Level

These courses provide instruction on emerging issues, new policies, and policy updates. Inaddition, the courses provide advanced instruction in specific subject areas relating to each of thechild support enforcement (CSE) case management processes. The courses vary in length fromone to three days and are designed for more experienced CSE staff.

Basic Analysis of Tax Returns 201 Case Initiation 201 CSENet 201Data Warehouse 201 Domestic Violence 201 Guidelines 201Medical Support Establishment andEnforcement 201

PACSES Administrator 201PaternityDisestablishment 201

Support Order Establishment 201The Expanded Federal ParentLocator Service

300 Level

These individual courses address complex subjects related to child support enforcement (CSE).Instruction is centered on best practice discussions that include proven techniques and processes.The courses vary in length from one to three days and are designed for experienced CSE staff

desiring a greater in-depth understanding of complex CSE issues and solutions for addressing theissues.

Advanced Analysis of Tax Returns301

Complex Interstate Issues301

Enforcement 303: FIDMOverview

400 Level

These courses focus on enhancing the capability of directors, managers and supervisors tomanage key organizational processes that drive performance improvement strategies. Thecourses address various methods for analyzing comparative performance data. Participantsexamine performance gaps/problems, determine root causes, and develop potential solutions.Additionally, the courses include case studies and experiential learning activities designed forupper level management. These courses vary in length from one to three days and are designedfor experienced child support enforcement officers, supervisors, managers, and directors;however, directors may also elect to send "selected" highly experienced, responsible staff.

Administrative Fiscal Operations 401PACSETI Management Academy

500 Level

These courses are reserved for training the judiciary and Title IV-D attorneys. Possible areas ofconcentration: Administrative Office of Pennsylvania Courts (AOPC) issues, unified court(Recommendation 55), the impact of court decisions, comparative best practices, and strategysessions concerning upcoming changes in the law.

Ethics for IV-D AttorneysIV-D Attorney Basics

BCSE Workshop

These brief intensive educational programs are designed for a relatively small group of peopleand focus on techniques and skills in a particular field and will be taught by BCSE selectedpersonnel.

PIM/DW Workshop


Professional Development

These highly interactive courses provide professional skill development for child supportenforcement (CSE) staff to foster improved performance in their individual CSE roles. Examplesof topics in this category include Customer Service, Coaching for Excellent Performance, andSupervisory Roles and Responsibilities.

Building and Applying ProblemSolving Skills

Coaching for ExcellentPerformance

Conflict Resolution

Customer Service Microsoft Office ExcelSupervisory Roles &Responsibilities

Violence in the Workplace

Workshop

These brief intensive educational programs are designed for a relatively small group of peopleand focus on techniques and skills in a particular field.

Advanced Financials: Calculationof Arrears Workshop

Advanced Financials:Distribution and Maintenance ofFinancial Obligations Workshop

Advanced Financials:Financial ProcessesWorkshop

CC 604 Monthly ObligationFollow-Up Workshop

Change Control 604Deficit Reduction Act of2005 and Its FinancialImpact in PA

Earning Capacity WorkshopEstablishing Realistic OrdersWorkshop

Federal PerformanceMeasures (FPM)Workshop

Financials Resource Materials:DRA 2005, Act 2008-16, andRecommendation 90

Guideline Changes 2010Intrastate Family SupportAct (IFSA) Workshop

Order Modification & PA R.C.P.Payment Score Calculator (PSC)Workshop

Performance ImprovementModule (PIM) Workshop

Pre-Assistance Arrears Workshop Setting the Tone WorkshopTeen Parenting: Playingfor Keeps Train-the-Trainer

Webinar

Webinars are short Web-based seminars or workshops focused on techniques and skills specificto a particular child support enforcement (CSE) field. Webinars allow for information to beshared simultaneously across geographically dispersed locations in nearly real-time.

All webinars will be recorded and available for access on the PACSETI eLearning Portal.Participants who were unable to attend the live session will have the ability to view a completerecording of the session, and participants who did attend will be able to use the recording torefresh their knowledge of the materials presented.

Participants may attend webinars individually or as a group from a single computer connection.

Administrative Enforcement inInterstate (AEI): Case ClosureEnhancements in Work Order -0402

Administrative Enforcementin Interstate (AEI): WorkOrder - 0402 Case Processing

Administrative FiscalOperations Webinar: Preparingthe Annual Budget Plan

Administrative Fiscal OperationsWebinar: Preparing the Title-IV-D Account Statement

FIDM Redesign and FASTLevy

Going Global:Intergovernmental ChildSupport

LMS UpdatesPaternity EstablishmentReporting Changes 2011

Support Guidelines and TaxChanges Webinar

Training Coordinator Workshop

Instructor-led Online

Instructor-led online courses combine self-paced instructional materials with self-assessmentactivities and online references to allow participants to learn both fundamental and specializedtopics at their own pace within a set time frame. Instructors participate in discussions, answerand pose questions, and monitor participant progress to ensure that participants complete thecourse materials within the allotted amount of time.

Analyzing Ability to Pay 101Instructor-led Online

Case Initiation 101Instructor Led-Online

Comprehensive Case Closure 101Instructor-led Online

Enforcement 101 Instructor-ledOnline

Enforcement 102Instructor-led Online



Financials 101 Instructor-led Online

Intergovernmental 101 Instructor-ledOnline

Intrastate 101 Instructor-ledOnline

Locate 101 Instructor-ledOnline

Paternity Establishment 101Instructor-led Online


Format Options

• Instructor-Led Online• Instructor office hours• Discussion Boards

• Online Self Directed• Online Supervisor Supported• Webinars/Teleconference• Learning Nuggets• Workshops• Customized Seminars


Technology


Online Training Benefits

• County Driven Content / Professional Delivery

• Greater Training Opportunities & Participation

• On Demand

• Fewer Demands on Local Resources

• Consistency & Quality / Can Change Quickly /Performance Gains

• Lower Costs


Caseload Management

• PACSES Improvement Module (PIM) is a wide-rangingcaseload management tool for both workers and managers.

• Provides a comprehensive caseload summary, includingactions taken, within a few clicks.

• Replaces needing to view approximately 2 dozen mainframescreens to obtain the same information.

• Filters cases that need actions and enables worker to quicklyassess case and make decision on next action.

• Automates routine actions or Automatically suggests potentialnext steps based on case scenario.


Caseload Management


E&T Case Management• Surely this automation cannot be

applied to a jobs program!

• Pennsylvania JobGatewayo 217,468 job postings

• Online Format/Mobile Accesso Offers a full range of job search and

training services.


Automated Tracking


Practical Applications• Child Support Applications

Non Financial Orders (1954) Re-Entry Unemployed & Underemployed Low Income/TANF Veteran Specific Options

• Automation in PIM Activities & Hours Compliance with Court Orders Placements & Wage Verification Retention Automated Upward Modifications?


Benefits

• Leverage Existing Technology

• Improve Employment Options

• Improve Collections & Outcomes

• Automated Case Management

• Administrative Flexibility

• Cost Effectiveness


Technology Trendsand the

Improvement ofChild Support New Jersey


What’s Hot – New Jersey

• NJ Child Support Institute (RutgersSchool of Social Work)

• Web-based NJKiDS AutomatedSystem including Cognitive andPredictive Analytics (Dashboards)

• Customer/Agency Portals• Mobile App & Call/Text Campaigns


NJKiDS: Case Management


Executive Dashboard

A combination of Point in time and

Historical metrics communicate the

Federal Performance measures by

which the business is evaluated

Statewide details allow executives to

compare the performance of regions

and offices to their respective goals

The Ability to customize reports though the use of page prompts(region, office) provides freedom and flexibility for managers andexecutives to conduct near-real time analysis without the need forIT involvement.


Stratification

Review Collectionsand Disbursements

Analyze Locate,Establishment and

EnforcementProcesses

View User and SystemActivity

Improve Data QualityMerge EmployersMerge Participants

Close Cases

Track MyCases

Case Management Dashboards


Caseload Targeted Analytics


LOCation long

LOCATION


EnforcementWhat actions are pending? Success rate? Causes for failure?

Overdue actions – how long?


Employer AnalysisWhat IWs are in place by employer (OTHP ID)?


Website/Agency Portals


Agency Portal Access to Data


Agency Portal


Mobile App and Call Campaign

Implemented in January 2014 forApple and April 2014 for android NJ Child Support Mobile app

accessed by more than 8,000 userswithin the first year. Available vianjchildsupport.org Call/Text Campaign

Scheduled Events Payment Reminders Disbursement/Accruals

Technology Trends and Innovation in Child Support...

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