2. THE YEAR OF THE EMPLOYER Gail Overhouse – CCSAS Project Director Gail.Overhouse@dcss.ca.gov (916) 464-6631 John Contreras – Supervisor, DCSS Employer Data Maintenance John.Contreras@dcss.ca.gov (916) 464-6595 Pat Barnes – Project Manager, DCSS Employer Data Project Pat.Barnes@dcss.ca.gov (916) 464-6549 2

3. Introduction ■Background ■Employer Data Team ■Employer Data Project Scope ■Employer Data Maintenance and Verification ■CSE System Changes ■Employer Portal ■To Do 3

4. Employer Data Team ■Steering Committee ■Project Manager ■Task Force 4

5. Employer Data Project Scope ■Discovery Phase ✷ Listen to the Experts ✷ Promote Understanding of “All Things Employer” ■Analysis Phase ✷ Problem and Solution Analysis ✷ Task Force Formed to Make Recommendations ✷ Statistical Data Analysis ■Implementation Phase ✷ Each Initiative Has Its Own Timeline ✷ Most Initiatives are In Progress Simultaneously 5

6. Employer Data Maintenance and Verification EDMV is the process of ensuring employer records in the CSE system include sufficient and accurate demographic information to assure the effective delivery and processing of child support documents, such as wage withholding orders. The process includes: ■Adding new employers ■Updating existing employer records and ■Correcting errors Employer Maintenance specialists verify the LCSA request, update CSE, and confirm employer data with employers and CSE information sources. 6

7. Old “EDF” Process Problems ■Takes too long to update an employer ✷ Delays generating IWOs and NMSNs (average 2 weeks) ■Is too labor-intensive ✷ Relies on phone calls and manual data entry ✷ Updates or Confirms only 1000 employers per month ✷ 9400 new employers are added to CSE each month ■Results in less collections ✷ 45% of new Wage Assignments do not result in collections ✷ CA 9% below average in wage withholding collections ■Results in unmanageable returned mail ✷ Better Employer records reduce returned mail 7

8. “New” EDMV Process ■Employer Customer Service ✷ Same day service to add or update employer ✷ New ECS Request form ■Employer Data Maintenance and Verification ✷ Leverage employer for confirming employer data ✷ New EIR form sent to Employers ■Pilot Project (7 LCSAs) ✷ Sierra-Nevada, Contra Costa, Kern, Sonoma, Marin, Merced and Sacramento ✷ Started in March 2011 ✷ Extended to August 2011 ■Statewide Rollout 8

9. Pilot Goals ■Quality Customer Service ■Save Case Worker Time and Effort ■ECS Request Volumes ■Increase Number of Employers Confirmed ■Improve Wage Assignment Generation and Payments ■Minimize Impact on Returned Mail 9

10. ■Quality Customer Service ✷ All Pilots very satisfied or satisfied ■Save Case Worker Time and Effort ✷ All Pilots saved time ■ECS Request Volumes ✷ Increase over prior year requests ■Increase Number of Employers Confirmed ✷ EIR responses lower than expected ■Improve Wage Assignment Generation and Payments ✷ Improved turn-around time ■Minimize Impact on Returned Mail Pilot Results 10

11. CSE System Changes CSE Changes Designed and Implemented or In Progress: ■Dec 2010Check DFAS for All OCSE Portal Employers (CMCC-10-0026) ■Jun 2011Add Employment Verification Services (CMCC-10-0029) ■Jul 2011The Work Number Batch Expansion (CMCC-11-0133) ■Sep 2011EDD Abstract Address File (CR-5-02018) ■Sep 2011Employment Cleanup (CR-5-02019) ■Jan 2012Improve Employer Match Logic (CR-5-02025) ■Jan 2012Log Employer Sources (CR-5-02026) ■Jan 2012Remove Employment Addresses (CMCC-11-0099) 11

12. CSE System Changes (Cont.) P ending CSE Changes: ■Add Employers to e-IWO (CR-5-02011) ✷ Process e-IWO Response Without Doc Number (CR-5-02027) ✷ Task Worker on e-IWO Rejected-Other (CR-5-02028) ■The Work Number Interface (CR-5-02080) ■Employer Information Request Form (CR-5-02031) ■Fix Income Record Begin and End Dates (CMCC-10-0042) ■Implement Employer Portal (CMCC-10-0073) ■Use Employment Update Date not Create (CR-5-02029) ■Remove Employment Source Hierarchy (CR-5-02030) ■Validate Employer Locate Information (CR-5-02065) ■Clean up SSA Benefits Employers (CR-5-02012) 12

13. Employer Portal ■Business Objectives ■Business Requirements ■Alternatives Analysis ■Design 13

14. Employer Portal Business Objectives B USINESS P ROBLEM B USINESS O BJECTIVES Manually maintaining employer data records is too labor intensive and time-consuming, resulting in verification of only a fraction of new employer data.. 1.Involve the employer in verifying all new or updated employer records through automation 2.Reduce delays associated with misdirected mail by increasing accuracy of employer data 3.Accelerate payments – Department Goal 4: Increase Collections 4.Reduce labor associated with handling returned mail and verifying employer information – Department Goal 5: Improve Program Efficiency Exchanging employer orders and notices via paper and postal services is expensive and time-consuming, delaying collections. 1.Electronically exchange employer orders and notices to the greatest extent possible 2.Reduce print and mail costs 3.Reduce delays in in generating wage garnishments 4.Accelerate payments – Department Goal 4: Increase Collections 5.Reduce labor associated with handling returned mail and verifying employer information – Department Goal 5: Improve Program Efficiency 14

15. Employer Portal Employer Requirements Registration Maintain Employer Data Manage Orders and Notices Customer Service Batch Interface Document Share Register Employer User Maintain Employer Demographic Data Sign up for or Cancel Electronic Notices Request Assistance Download e- Order/Notice Data Download Program Documents Registered Employer Login Maintain Employer Health Benefits Data Notify Employer of New Electronic Notices Access Documents, Links and References Upload e- Response Data Upload Employer Documents Maintain Employer User Profile Manage Multiple Employer Addresses Manage/Display Pending and Historical Notices Employer Information Request Support Multiple User Roles Manage Multiple Employer FEINs Respond to IWO NMSN Allow Third Party Users Track Employer Data Changes Report New Hire Termination Reset Password Manage Employee Data 15

16. Employer Portal Program Requirements Registration Maintain Employer Data Customer Service Batch Interface Document Share Technical Requirements Register Employer Summary and Detail Views Respond to Requests for Help Upload Order/Notice Data Upload Program Documents Maintainable Technical Architecture Registered Employer Login Task User / Manage User Tasks Manage Links and References Download Employer Response Download Employer Documents Security (Transport of Confidential Information) Support Multiple User Roles Track Employer Data Changes Maintain System Message Performance (Batch/Online) Maintain User Profile Review/ Maintain Employer Data Approve Employer Registration E-File Format Compatibility Reset Password Generate Statistical Reports Search Employers 16

17. Employer Portal Alternatives 1.Develop an Integrated Portal in CSE ✷ AKA “Customer Connect” 2.External Portal with CSE Interface 1. Custom Build 2. Leverage an Existing State Portal Analysis of ■Costs and Benefits ■Advantages and Disadvantages 17

18. To Do ■Complete Projects ✷ EDMV Process Rollout ✷ CRs ✷ Employer Portal ■Employer Outreach ✷ LCSA Efforts ✷ DCSS Efforts ■Employer Cleanup ✷ New Process Changes ✷ Staff Support ✷ Automation Support 18

19. 19