Board Meeting February 17, 2016 Tanguler Gray Child Support Director Stronger Families for a Stronger Georgia 02/11/16

Vision, Mission, and Core Values Georgia Department of Human Services Division of Child Support Services Vision Stronger Families for a Stronger Georgia. Mission Strengthen Georgia by providing Individuals and Families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults. Core Values Provide access to resources that offer support and empower Georgians and their families. Deliver services professionally and treat all clients with dignity and respect. Manage business operations effectively and efficiently by aligning resources across the agency. Promote accountability, transparency and quality in all services we deliver and programs we administer. Develop our employees at all levels of the agency. 2

Table Of Contents Georgia Department of Human Services Division of Child Support Services 3 FFY16 Performance as of 1/31/16Slide Average Incentive Performance MeasuresSlide 5 Director’s Communication GroupSlide 6 Communication CenterSlide 7 Customer Online ServicesSlide 8 Local Office Walk-In TrafficSlide 9 Future Customer EngagementSlide 10 QuestionsSlide 11

FFY16 Performance as of 1/31/16 Georgia Department of Human Services Division of Child Support Services ACTUALDCSS GOALBENCHMARK C URRENT S UPPORT 60.77%62%80% (Fed) S UPPORT O RDERS 89.34%90%80% (Fed) A RREARS P AID 48.51%70%80% (Fed) P ATERNITY IV-D PEP Statewide PEP 97.07% 28.41% 100% 93% 90% (Fed) L OCATE 2.87%3%2.00% (State) U N -D ISTRIBUTED C OLLECTIONS 0.67%<1%<0.80% (State) 4

2014* Average Incentive Performance Measures Georgia Department of Human Services Division of Child Support Services 5 Current Support64.21% Support Orders84.69% Arrears Paid62.69% Paternity IV-D PEP96.64% Statewide PEP95.78% Cost Benefit Ratio$5.25 *2014 Data

Director’s Communication Group (DCG) The Director’s Communication Group (DCG) reviews, researches and responds to inquiries and/or complaints sent to the DHS Commissioner and/or DCSS Director. These inquiries originate from various sources which include the ​ DHS Commissioner, Deputy Commissioner, Governor’s Office of Constituent Services, DHS Office of Legislative Affairs and Communication (OLAC), DCSS customers, attorneys, authorized third parties, employers, Georgia Bureau of Investigations (GBI), other IV-D states/agencies and Federal OCSE. This information is time-sensitive and requires greater coordination between local offices as well as complex research to ensure the response provided adequately addresses the needs or concerns of the requesting party. Georgia Department of Human Services Division of Child Support Services FFY15 sPhon OLACOfficialsWalk-In Total4,9141,

Communication Center The Communication Center (formerly known as Contact Center) strives to fulfill its vision to be accessible and responsive to our customers through multiple channels of communication in order to better serve their needs and to ensure the most efficient use of the agency's resources. Georgia Department of Human Services Division of Child Support Services 7 FFY15 Calls Offered Calls Answered Calls Abandoned Abandonment Rate Average Speed of Answer Average Talk Time Average Staff Count On Phone Total1,827,4101,603,526223, % 3 mins 8 secs 4 mins 12 sec 59 Key Performance Indicators N/A 9.00%35 N/A The IVR Automated Case Information stats for FFY 2015 are 2,258,279, which combines the stats from Avaya and Platform28. This is in addition to the already reported calls offered and answered by the DCSS Communication Center agents.

Customer Online Services The Customer Online Services (COS) via the Internet is the avenue used by customers for viewing and updating their child support case. Customers can apply for child support services, make a credit or debit card payment, view payments, view court order information, change addresses, employer, medical information, telephone numbers and send s to the assigned DCSS office. Georgia Department of Human Services Division of Child Support Services FFY15 Custodial Parents with Portal Access Non Custodial Parents with Portal Access Alerts Sent From Portal To Customers Credit Card Payments Submitted Through Portal Total Amount of Credit Card Payments Total252,285113,2151,695,604138,588$33,241,

Local Office Walk-In Traffic Georgia Department of Human Services Division of Child Support Services FFY15 OCT 2014 NOV 2014 DEC 2014 JAN 2015 FEB 2015 MAR 2015 APR 2015 MAY 2015 JUN 2015 JUL 2015 AUG 2015 SEP 2015 Monthly Total 27,46227,91326,64627,27728,09831,73924,25923,45427,04222,91136,34630, State-Run Local Offices 9 County-Administered Local Offices 9 Region Offices

QMATIC - NOW The Qmatic Lobby Management System went live in the East Point Office December 1, 2015! This new system allows our organization to systematically manage the customer’s journey from the very first point of contact to the last customer touch point. The East Point office is already seeing major improvement in customer service. Since the launch date, East Point has seen over 2,000 customers achieving above the service level on 80% of these customers. Future Customer Engagement Georgia Department of Human Services Division of Child Support Services Customer Online Service (COS) Rebranding Fall 2017 Customer online service (COS) web pages in support of rebranding will be modified/re-designed to make it more informative and user-friendly in order to reduce walk in traffic and to increase self-service options. Mobile App Summer 2016 This project will enable DHS customers to access their case information, reduce walk-in traffic, make child support payments, and apply for Outreach programs from their smart phones. Behavioral Interventions for Child Support services (BICS) Project Spring 2016 The purpose is to improve and sustain a culture of critical inquiry and regular, rapid-cycle evaluation in the child support program by providing targeted technical assistance and multiple evaluations of behaviorally informed service interventions through collaboration with OCSE. 10

Questions? Georgia Department of Human Services Division of Child Support Services 11