It’s important that your child support program uses resources efficiently to implement high-impact solutions that support your mission. CSG helps you maximize your child support capabilities using program modernization strategies based on best practices and practical experience.
CSG'S Expertise in Action
Nevada's NVKIDS System Modernization Project
The Nevada Division of Welfare and Supportive Services (DWSS), Child Support Enforcement Program oversees more than 200,000 child support cases per year. To improve the delivery of services and operational efficiency, DWSS is replacing its aging child support system with a modern system (NVKIDS) designed to meet the needs of the program and help ensure Nevada's children and families have the financial and medical support they need to be happy and healthy.
PMO by CSG SM and OCM by CSG SM
DWSS selected CSG to provide PMO and OCM services. CSG assures the system implementation achieves the State’s goals, including flexibility to adapt to changing business needs, upgrade of aging legacy system architectures, increased cost efficiency, and support of federal performance measures that can lead to increased incentive funds.
CSG develops and executes a comprehensive, integrated project management plan including project governance, communications, risk and issue management, requirements validation and management, training support, and master project schedule management. CSG also developed and executes an OCM plan, mentors and coaches state leaders and staff, and identifies and manages user resistance to the new system.
DWSS is committed to its mission of providing quality services that enable Nevada families to achieve their highest levels of self-sufficiency. CSG’s robust team helps assure the State’s objectives are achieved.
Child Support Program Modernization in Indiana
The Indiana Department of Child Services (DCS) administers child support, child protection, adoption, and foster care throughout the State of Indiana. To better serve children and families, DCS is implementing the Indiana Verification and Enforcement of Support System (INvest), an automated child support enforcement system to improve the delivery of child support services through increased automation, enhanced data quality and security, and advanced technology architecture. DCS is using an Agile implementation approach to accelerate the replacement of its legacy systems.
QA by CSG SM for Agile
DCS selected CSG to provide QA services to help reduce risks and assure a high level of quality is planned, assessed, and maintained throughout the INvest system modernization effort. Prior to the onboarding of a system vendor, the team established a Governance Manual and templates to align with the Child Support modernization project and the Agile development approach. CSG’s experienced QA project team, proven quality management methodologies, and TeamCSG℠ tools assure INvest governance processes and standards are well-defined, implemented and adhered to; project performance is accurately tracked and reported; and all project activities efficiently support DCS’ business objectives. CSG also conducts independent testing, security assessments, and reviews data conversion, interface planning, quality, and integration.
Indiana is dedicated to providing excellent support to the children and families of Indiana. CSG’s QA services help the State meet its objectives and maximize its return on investment.
Child Support Modernization in Oregon
The Oregon Child Support Program is a partnership between the Oregon Department of Justice and county District Attorneys' Offices designed to enhance the well-being of children by providing child support services to families. To improve program efficiency and meet the needs of the people who depend on these services, DOJ implemented a new IT system (ORIGIN) that provides enhanced user and customer experiences.
QA by CSG SM
Oregon selected CSG to provide independent QA services to support the successful execution of their Child Support System Project and implementation of ORIGIN. CSG developed a comprehensive Quality Management Plan, conducted quality reviews of vendor deliverables, provided code reviews, and security assessments. In addition, CSG provided ongoing quality assessment and project performance reporting through monthly and quarterly reports. CSG used its proven TeamCSGSM QA tools to provide in-depth risk assessment and testing services throughout the implementation.
Oregon is committed to making sure every child receives the financial support they deserve. CSG is here to help build the systems that support that mission.
Texas’ Child Support System Modernization
The Texas Office of the Attorney General (OAG) is responsible for the operation and management of the State’s child support program, the largest such program in the United States. The program collects more than $4.4 billion annually and serves approximately one of every four children in Texas. OAG is modernizing its child support enforcement system to meet increasing customer service demands, manage growing and changing caseloads, improve automation of processes, and attract and retain a changing workforce.
IV&V by CSG SM in an Agile Environment
OAG contracted with CSG to provide full life cycle IV&V services for its child support system modernization project, which uses an Agile methodology. The CSG team observes project activities, conducts interviews, and provides objective assessments throughout Discovery, Sprint, Release, and Maintenance activities. Our team applies child support and technical expertise to identify risks and issues, proactively communicating with project leadership to identify avoidance and mitigation strategies and propose solutions. CSG also produces quarterly IV&V reports and presents project information to agency and OCSE representatives.
Texas is working to create a system that will serve its children and families well into the future. CSG is here to support the state in achieving its objectives.
Child Support System Modernization in Georgia
The Georgia Division of Child Support Services (DCSS) is conducting a feasibility study to assess its legacy Child Support System and peripheral systems, including the customer online services portal, data warehouse, and mobile app. The goal is to improve service delivery and best meet the needs of children and families in Georgia.
CSG’s Efficient Approach to a Child Support Feasibility Study
DCSS selected CSG to conduct a Feasibility Study, including an Alternatives Analysis and a Cost Benefit Analysis, based on our proven ability to complete a high-quality Feasibility Study in just nine months. The CSG team applied lessons learned in other states and deployed TeamCSGSM Child Support Modernization tools to support effective-decision making for modernizing the legacy child support system and ensure the State complies with OCSE guidelines. The CSG team also developed a Modernization Roadmap and DDI Readiness Plan to enable DCSS to build on the momentum generated by the Feasibility Study.
Georgia is committed to modernizing their child support system to effectively and efficiently serve as a tool to assist in the collection of essential monies needed to support children and families. CSG is partnering with DCSS to ensure the State achieves its strategic goals.
Illinois' Child Support System Modernization
The Illinois Department of Healthcare and Family Services, Division of Child Support Services, administers child support services to more than 440,000 families across the State. The agency is executing the Child Support Automation and Innovation for Modernization Project to update its aging technology platform and keep pace with the dynamic needs of contemporary child support programs.
QA by CSG SM
DCSS engaged CSG to provide QA services to ensure the quality and accuracy of documentation and processes throughout the life cycle of the child support system implementation. The CSG team established QA processes and developed customized templates and checklists based on industry standards and best practices to ensure the project results in the development of a new IT system that meets DCSS’ objectives.
CSG’s QA team applies child support program and technical expertise across all aspects of the project, including quality reviews of vendor deliverables, requirements traceability, security analysis, development of federal certification materials and all other QA-related tasks.
DCSS is upgrading its technology to best serve the needs of Illinois’ children and families. CSG is here to ensure the system achieves the State’s goals
Modernizing Virginia’s Child Support System
The Virginia Department of Social Services (DSS), Division of Child Support Enforcement (DCSE), is responsible for administering the child support program, collecting more than $650 million in child support annually to serve nearly 280,000 cases and 350,000 children across the Commonwealth. DCSE’s legacy system, the Automated Program to Enforce Child Support (APECS), is nearly 30 years old, the second oldest in the country. This system is used to manage almost 280,000 cases, which include nearly 350,000 children, and it interfaces with TANF, SNAP, Child Welfare, and Medicaid systems to accept referrals, complete intake, and conduct case management. With the full support of agency leadership, DSS launched the Child Support System Modernization Project to implement a modern, cloud-hosted system and create process efficiencies.
Strategy by CSG SM
DSS engaged CSG to provide strategy and planning services to ensure a comprehensive plan for the implementation of their modernized child support system. Together, the CSG and DSS teams completed and received OCSE approval for one of the first streamlined feasibility studies, submitted the PAPD and IAPD to OCSE, and developed the RFP for the system implementation vendor in just over seven months. Our team is preparing DSS for the next phase of the project by providing readiness activities such as Organizational Change Management, project management planning, identification and consolidation of forms and reports, stakeholder engagement including interface planning, and data clean-up.
DSS is committed to delivering a child support system that serves Virginia’s children and families well into the future. CSG is supporting the Commonwealth with this important work and in achieving this goal.
Child Support System Modernization in Connecticut
The Connecticut Department of Social Services, Office of Child Support Services (OCSS) launched a project to replace the State’s legacy child support system. OCSS is implementing a modernized solution that improves the delivery of services to customers by enhancing automation, offering customer self-service options, and utilizing data analytics and business intelligence to prioritize case work.
QA by CSG SM
OCSS selected CSG to provide Quality Assurance services throughout the project life cycle to support the implementation of a high-quality child support system that meets the State’s goals and objectives. The CSG QA team establishes standards and guidelines as tools to assess the quality of project processes and vendor deliverables while ensuring compliance with State and federal requirements. Our team conducts thorough quality reviews of DDI vendor deliverables, supports the development and adherence to effective project processes, and provides recommendations for improvement based on business and technical expertise and lessons learned from child support system modernization projects across the country.
Connecticut is committed to utilizing modern technology to further program success and serve the needs of the State’s children and families. CSG is working with OCSS to ensure the project and the new system achieve these goals.
Arizona Division of Child Support Services Feasibility Study
The Arizona Division of Child Support Services (DCSS) collects over $700 million a year, providing services for more than 320,000 families. In an effort to increase child support collections and improve child support enforcement processing throughout the State, DCSS is modernizing its Arizona Tracking and Locate System (ATLAS) for child support services.
Strategy by CSG SM
DCSS selected CSG through a formal solicitation process to assist in developing a modernization roadmap and analyzing alternatives to enhance or replace ATLAS. CSG conducted a Feasibility Study including business process reengineering, requirements definition, alternatives analysis, and a formal Cost Benefit Analysis following OCSE's requirements for child support system modernization. CSG also developed Scope of Work documents for Arizona’s DDI and IV&V procurements.
CSG and DCSS completed the Feasibility Study in 9 months. The State received OCSE approval in March 2018.
Arizona is committed to advancing the technology, data security, and decision support functions of ATLAS to better support the families who depend on them. CSG is there to help.
South Dakota's Child Support Modernization
The South Dakota Department of Social Services (DSS), Division of Child Support, is replacing its legacy child support enforcement system with a modernized system that will create opportunities for predictive analytics, business intelligence, and quality data-driven outcomes. The system is being developed in alignment with the agency’s Information Systems Roadmap to ensure continuity for users, including customers and state staff, across DSS programs.
CSG’s Industry Leading Feasibility Study Development Approach
CSG applied our industry leading approach to efficiently develop a comprehensive Feasibility Study for South Dakota’s Child Support System Replacement Planning project, including completing a full OCSE-compliant Feasibility Study and Cost Benefit Analysis in ten months.
The CSG team developed an As-Is needs assessment, a To-Be analysis, business and technology requirements, business process and work flow diagrams, and use cases to ensure alignment to South Dakota’s business needs. CSG worked collaboratively with DSS to assess solution options through an Alternatives Analysis and Cost Benefit Analysis. CSG also supported DSS in the preparation and submittal of the PAPD and IAPD funding documentation for OCSE approval.
DSS is working to create an efficient, effective, and customer-friendly system to serve South Dakota’s families. CSG is here to help the State achieve its vision.
Maryland Child Support Program Modernization
The Maryland Department of Human Resources, Child Support Enforcement Administration (CSEA) serves over 220,000 families through 24 county programs. In order to provide the highest quality services for Maryland families and continue to increase performance on federal indicators for additional funding, CSEA launched a modernization effort focused on program performance and efficiency.
CSG’s Business Process Reengineering for Performance Improvement
CSEA engaged CSG to provide business process reengineering focusing on performance improvement. Applying child support expertise and industry best practices, CSG assisted CSEA in developing and implementing a Business Process Reengineering Plan to streamline workflows and processes. The CSG team also implemented a Performance Improvement Plan, which increased CSEA’s performance on federal indicators in targeted areas.
The State of Maryland is committed to providing efficient, high-impact child support services to the children and families who depend on them. CSG is there to help.
Enterprise Project Management Office in Indiana
The Indiana Department of Child Services (DCS) administers child support, child protection, adoption, and foster care throughout the State of Indiana. To better serve children and families, DCS is implemented an enterprise PMO to manage their portfolio of IT projects across the agency
PMO by CSG SM
DCS contracted with CSG to establish an Enterprise PMO. This included developing an effective governance model and establishing portfolio management processes related to assets, resources, change control, release management, and other project functions.
CSG provided project management and business analysis expertise for establishing the new PMO. The CSG PMO team mentored bureau project managers, developed staffing and scheduling plans, and provided recommendations for bureau-wide organizational assessments. The new project management processes created consistent reporting, procedures, and governance across all DCS projects. The CSG PMO team also led training for agency staff on the new portfolio and PMO processes.
Indiana is committed to the efficient and effective management of State IT projects. CSG assures the State has the processes in place for successful modernization projects.
Illinois' Child Support Modernization
The Illinois Department of Healthcare and Family Services (HFS) administers the State’s child support program, providing services to over 500,000 families. To more effectively provide these services, HFS has launched a project to modernize its statewide Child Support Information System.
Strategy by CSG SM
HFS selected CSG to guide this critical strategic planning initiative. CSG analyzed the existing systems and business processes, leveraging our innovative TeamCSG℠ Child Support Maturity Model to identify targeted modernization objectives for the program. We also conducted a system Feasibility Study and formal Cost Benefit Analysis aligned with the Office of Child Support Enforcement requirements.
The resulting comprehensive modernization plan supports HFS’ goals of improving service access and delivery, coordinating programs, increasing operational efficiency, ensuring program integrity, and enhancing data-based decision making.
Together, CSG and HFS are working to ensure Illinois provides the most effective and efficient child support services to the children and families who depend on them.
Enterprise Transformation in Oklahoma
The Oklahoma Department of Human Services provides a wide variety of assistance programs to help Oklahomans in need. The agency is working to establish an approach across three separate and distinct divisions – Child Support Enforcement, Family Support Services, and Children and Family Services programs.
Business Process Reengineering for Enterprise Modernization
DHS engaged CSG to upgrade the agency's information technology architecture to more effectively support the State's human services programs, integrating fragmented IT systems and business processes into a single architecture. The CSG team documented the As-Is business processes for each business unit and produced documentation of the systems environment. The team determined replacement or preservation strategies, priority, and fit of each system with the To-Be state of the business architecture. CSG documented gaps in the business processes and supporting technologies in use at the agency, and proposed solutions options based on our expertise and first-hand knowledge of industry best practices.
Oklahoma is working to improve customer service and improve program flexibility to best serve the children and families of the State. CSG helps the State achieve its enterprise vision.
Illinois Court Order Interface Project
An important component of Illinois’ Child Support Modernization Plan is the Court Order Interface project, a collaboration between the Illinois Division of Child Support Services and local County Circuit Clerks to electronically exchange court order data. The State is using the National Information Exchange Model (NIEM), a standards-based approach to exchanging information, to streamline the electronic exchange of court order data.
CSG Provides NIEM Expertise
CSG is providing project management and information exchange expertise to help Illinois increase interoperability between state and county governments, improve accuracy of court order data, safeguard personal information, and increase the speed and timeliness of child support collections and disbursements.
Illinois is leading the nation as one of the first states with independent court case management systems to attempt such a modernization. This project increases communication and partnership between the courts and child support and serves as the foundation for future data exchanges.
Illinois is dedicated to improving outcomes for families in the State who depend on timely execution of child support orders. CSG is here to help meet this goal.