presenters ■dalaine heagle, css supervisor ✷ tuolumne county ■rose schwab, staff services...
DESCRIPTION
Fact or Fiction? FACT or FICTION? ■Child support professionals statewide are engaging in discussion and seizing opportunities to share services.TRANSCRIPT
Presenters
■Dalaine Heagle, CSS Supervisor✷ Tuolumne County
■Rose Schwab, Staff Services Manager✷ Ventura County
■Linda Dippel, Director✷ Contra Costa County
■David Kilgore, Deputy Director✷ Los Angeles County
Fact or Fiction?
FACT or FICTION?
■Child support professionals statewide are engaging in discussion and seizing opportunities to share services.
Statewide Standards CSF Collaboration
Customer Service Forum
■ Established January 2009■ Comprised of Customer Service Professionals from over
40 LCSAs, State DCSS – Policy, Training and Contact Center ■ Recommends Statewide Standards to achieve excellent
customer service from the very largest county to very smallest county.
■ Reports to the DCSS Executive Customer Service Committee
■ Provides insight to DCSS from the customers prospective
Statewide Standards 2009■ Customer Service Forum Charter and Mission
Statement ■ Activity Log Abbreviation List ■ CSDA CS Forum Definitions and Time Frames for
Audits■ Minimum Statewide Standards for LCSA website■ Standards for InterCounty Communication■ Standards for Service Regardless of Case
Management Responsibility ■ Statewide Standards for Activity Logs
2010 CSF Participating LCSAs and DCSS
2010 DCSS State Participants■ Contact Center■ Training■ Program and Policy■ Customer Service■ Accounting and Financial■ Forms
Statewide Standards 2010■DCSS Executive Customer Service
Committee Charter ■CSDA CS Forum List of Critical Issues Needs■Customer Service Forum Charter & Mission
Statement 2010■Customer Education Materials Matrix■Standards for most frequent calls■Standards for the Worker Alert and Special
Circumstances Fields■Statewide Standards for Telephone
Response
Where to find Statewide StandardsCalifornia Central - Statewide Services Tab
Benefits of Statewide Standards■Increased ability to work cases seamlessly
form county to county■Consistency of responses and actions
provided to customers■Increased internal and external excellence
in customer service■Ability to assist customers and employers
who reside in one county on a case managed by another county
■Increased Performance on Federal measures of Performance
Shared versus Regional Services
SHARED SERVICES: Two or more local child support agencies
participating in a plan of cooperation for specific functions of work
REGIONALIZED: State DCSS arranged area or group of
counties that have a formal governance consolidating program delivery.
CSF Shared Services
“BREAKING NEWS” Customer Service Forum sub-committee
focuses on shared services
■What types of services could be handled through a shared service agreement between LCSAs?
■How can this benefit LCSA staff?■How can this benefit the Customer?■How can this benefit the State Program?
What types of services could be handled through a shared service agreement
between LCSAs?
■Outbound dialing campaigns✷ 8 Counties have stated they would run auto-
dialer campaigns for other counties■Staff Trainings
✷ Great interest was identified for sharing trainings being given
A survey was conducted by the sub-committee and results are now being complied regarding shared services such as . . .
How can this benefit LCSA staff?■More time to concentrate on other work■Expert on a subject handling the matter■Less time training on areas being handled
by another■Able to focus more on an area of strength
within the agency■Shared use of equipment or program■Happier customers and customer
interactions ■Less stress on staff = happier staff
How can this benefit the Customer?■Knowledgeable subject expert handling their
issue or problem = customer satisfaction■Consistent information and uniform handling
of subject statewide = customer equality■Quicker processing of issue or problem =
customer friendly experience■ Ability to answer customers questions and
concerns = Customer confidence■DCSS & LCSA best foot forward (SME)
concept = EXCELLENT CUSTOMER SERVICE
How can this benefit the State Program?
■Reduced customer complaints and bad press■Reduce time spent on Complaint resolution
activities allows for redirection of time to customer service/case management activities
■Confidence of public to open IV-D case with California DCSS Program = increase in potential for collections.
■Higher collections in areas where subject knowledge is key, such as workers compensation = increased collection and performance.
QUESTIONS
SHARED SERVICES
FACT or FICTION?
Does Shared Services mean losing control for my agency?
What was the Strategy in Creating a Shared Services Call Center?
■Have a Plan, share the Plan, work the Plan■Workload and resource assessment■Create a position specifically for call
centers ~ Customer Service Representative
■Resolve caller issues at the first point of contact
■Improve the quality of service delivered to all callers
What are the Benefits of Shared Services Call Centers?
■Improved customer access = improved collections/performance
■Skilled and professional customer service agents
■Access to bi-lingual staff■Improved customer service levels
Collaborative Partnership Between Ventura and Santa Barbara
■Key Santa Barbara staff visit and observe the Ventura Call Center staff
■Review business processes■Develop an on-line Santa Barbara
reference/resource document for agents■Develop a Call Referral Log■County conference calls■Designated liaisons ■Plan of Cooperation
Statewide Standards Standards for Responses to Most Frequent
Calls Document Statewide Standards for Telephone
Response Document
Counties Currently Sharing Call Center Services
■ Butte County receives calls for Glenn and Colusa Counties
■ Merced County receives calls for Mariposa County■ Orange County receives calls for Imperial and
Solano Counties■ San Mateo receives calls for San Benito, Santa
Cruz and Marin Counties■ Shasta receives calls for Siskiyou and Modoc
Counties■ Ventura County receives calls for Santa Barbara
County
QUESTIONS
SHARED SERVICES
FACT or FICTION?
You need IT staff to utilize the Case Management Tool (CMT)?
Technical Support
■Run Queries■Create or Modify Programs■Auto-Dialer Campaigns■Case Management Tool (CMT)
Run Queries
Run Queries
Create or Modify Programs
■Call Center Tracking Program■Lobby Interview Program■FIDM Tracking Database
Auto-Dialer Campaigns
■LA currently runs campaigns for 1 other county
Daily and Monthly Report
CMT
Purpose■Provide the CSO with the ability to see
their entire caseload■Give CSOs data to make decisions on how
best to handle their caseload■Identify specific segments of cases to
prioritize work■Provide the data for management to
understand what is in their caseload
CMT
Structure■Data is pulled from the DR and stored in
the CMT■Users have 5 updatable fields that carry
over tool to tool■Cleanup lists are loaded into the tool and
associated to the DR data
CMTTimeline
■ Month End occurs■ State loads data into DR by the end of 2nd week – beginning
of 3rd week■ LA downloads appropriate fields into the CMT – 1 day■ LA breaks out the tables into each Counties database – 1 to
3 days■ LA uploads the data to the State LCSA Secure Website – 1
day■ Counties download the database to their personal networks■ Counties copy over their notes field to the new database■ Ready for users
Typically ready by the beginning of week 3.
CMT
Behind the Scenes■CSO send in suggestions on additional
desired changes for the next run■LA begins adding new fields and queries
to the CMT for the next month’s run■Changes are introduced in the next run of
the database
CMT
For Questions, Suggestions, or Issues regarding the CMT
Technology and Analysis Division (TAD)David Kilgore323-889-3405
