Texas’ Road to Success

Charles Smith, IV-D DirectorVenancio Rodriguez, Regional Administrator for Region 2

Child Support DivisionOffice of the Attorney General

Program Goals

Provide a steady source of income for families

Provide the highest quality of services available

Maintain CSD as the top-performing child support program in the country

Leverage new technologies

Texas Overview

State Administered / State Run

Staff:• Total CSD staff: 2,624

Field staff: 2,250 Nine regions

• County Partners: 86 CSD IT Department

Judicial State

State and County Partnerships

Health and Human Services Commission

Texas Workforce Commission

Integrated Child Support System

County Domestic Relation Offices

Housing Authority

Texas Council on Family Violence

North Texas Legal Aid

Texas’ Legal System

Judiciary

Administrative remedies• Income withholding• Liens• Subpoenas

Enforcement remedies

Child Support Review Process

Expedited administrative actions to establish, modify and enforce child support and medical support obligations [TFC § 233]

Automated assessment/scheduling

Negotiation conference • Agreed or Non-agreed order• Contents of CSRP order

Judicial confirmation [TFC § 233.024] [TFC § 233.027]

Keys to Improved Performance

Emphasis on goals: 3 C’s

Strategic planning

Analytics• IDEAS +• SAS EG

Strategic outsourcing

Staff training

Performance management / appraisals

Employer Initiative and Portal

Success

History

Focus

Latest developments

A secret to our success is the partnership between employers and the Child Support Division.

Success

Texas-Sized Highlights

Our partnership increases:

Collections

Collections per FTE

Collections per case

Our rank compared to other states

19

83

19

84

19

85

19

86

19

87

19

88

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89

19

90

19

91

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92

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20

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02

20

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20

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20

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06

20

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08

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09

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11

20

12$0

$500,000,000

$1,000,000,000

$1,500,000,000

$2,000,000,000

$2,500,000,000

$3,000,000,000

$3,500,000,000

TexasChild Support

Collections

Employer Initiative

Texas-Sized Highlights

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$3,000,000,000 State-by-StateCollections

Texas-Sized Highlights

198

3

198

4

198

5

198

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198

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199

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199

1

199

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$200,000

$400,000

$600,000

$800,000

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Collectedper FTE

Employer Initiative

Texas-Sized Highlights

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$200,000

$400,000

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$1,200,000

Collectedper FTE:

State by State

Texas-Sized Highlights

Texas History

• Increase employer

collections

• Increase employer compliance

• Improve employer customer service

Texas Employer Website

Select FEIN

New Hire ReportingData Transfer System

Focus

Texas understands employers are our number one stakeholders.

New Hire

Verification of Employment

Income Withholding

Medical Support

Payment Submission

Termination

Employer Responsibilities

New Hire Reporting

Most accurate and timely method for CSD to confirm employment

Critical first step to immediately ensure child support and medical support for families

May minimize inquiries and follow-up efforts

Verification of EmploymentOnline Application

CSE Technology - Texas

Termination of EmploymentOnline Application

Electronic Reporting Benefits

40

Secure, fast and simple to use

Reduces paper and postage costs

Provides various online methods

Improves data quality

Retrieves IWOs and NMSNs more easily

Provides print and view capabilities

Employer Outreach:

► Employer Call Center

► Publications

► Exhibits

► Presentations

► Trainings

Partnering Together

Automated IWOs30.95%

Changes to IWOs 23.45%

Manual IWOs21.44%

Regular9.32%

Locally Disb. IV-D0.00%

Non-Cash0.06%

Interstate Initiating2.18%

Lien1.26%

Other4.18%

Fed Offset Collections7.16%

Collections: 9/1/2010 - 8/31/2012

Texas’ Changing Demographics

Consistent Caseload Growth(will add 685,000 cases by 2020)

2005

2007

2009

2011

2013

2015

2017

2019

-

500,000

1,000,000

1,500,000

2,000,000

2,500,000

Caseload

1,421,193September 30, 2013

2,097,175FY 2020

Future Enhancements/Changes

Incremental system renewal: TXCSES 2.0• Next action automation• Customer self-service• Order generation• Court connectivity (WiFi, MiFi, or satellite)

Virtual case files

Future Enhancements/Changes

Centralize case initiation

Field reorganization• Consolidation of call centers• Consolidation of offices• Creation of metro and rural storefronts

Technology Enhancements

Outbound Messaging

• Hearing and appointment reminders

• NCP payment notices

• CP disbursement notices

Office Kiosks

• Access to Child Support Interactive

• Payment by credit and debit card

• Other child support limited transactions

Laptops and tablets

Scanners from copiers

Digital mail

Questions?

Contact information:

Charles Smithcharles.smith@texasattorneygeneral.gov

(512) 460-6873

Venancio Rodriguezvenancio.rodriguez@texasattorneygeneral.gov

(210) 804-6403