Los Angeles CountyChild Support Services Department

Mobile ApplicationProposed solution and approach

October 15th, 2012

County of Los Angeles

Child Support Services Department

Items to Address

In this day and age, why should a person have to call in to an auto-dialer every day or once a week to see if they have an appointment or a payment?

Items to Address

Appointments 14Balance Dispute 2Balance Inquiry 14

Employment Inquiries 4Establishment Update 57General Information 401

Interstate Update 9No Case 70

NW Package 14Payment 163

Payment History 22Total 770

Total CP Calls 1476

Data from San Mateo Call Center for the

month of July

52% of the calls from the CP are inquiries about the status of

their case.

We could have told them about these

statuses without the need to call us.

Reason # of Tickets CP NCPAppointment 90 32 56Balance Inquiry 1,170 564 586Bank Levy 200 30 165Case Action Needed 1,399 856 481Case status 6,841 4,576 2,062Close 495 303 184COAP 70 1 66Confidential 17 6 11Court Date 502 334 158Credit 44 21 22Direct Deposit 143 138 5Establishment 169 117 39Interstate 300 199 79IWO 1,378 635 672Legal 180 107 63Liens Satisfaction 42 12 21Medical Insurance 254 122 119MISID 15 2 9New Info 1,170 734 378Other 426 208 106Passport 55 29 26Payment 4,721 3,702 965Payment History 247 151 86R&A 801 409 383SC/PJ 144 94 39Service 25 20 5SLMS 454 47 398Stip 61 34 27Tax Intercept 64 42 21Total # of Reasons 21,477 13,525 7,232Total # of Calls 15,599 9,829 5,229 Total of Reasons 13,571 9,359 3,913Percent of Reasons 63.19% 69.20% 54.11%

Items to Address

Orange County Data for the month of July

NCP and CP Data side by side.

63% to 69% of calls are about status type items.

Hits to LA Counties Website

17,023 people visited this site a

month• Visits: 23,863• Unique Visitors:

17,023• Page views:

165,775• Pages / Visit: 6.95• Avg. Visit Duration:

00:02:33• 62.01% New Visitor• 37.99% Returning

Visitor

Hits to LA Counties Website

Participants accessing the ‘My Account’ link has

dropped from 13% last September-October to 5.4%

this year

Hot link Access: September 14 2012 – October 14 2012

Hot link Access: September 2011 – October 14 2011

Project Goals & Objectives

• To create a smartphone and tablet hybrid application for Child Support Services by extending their current website http://www.lacounty.gov/wps/portal/lac/home/

• To push out status updates to the participants • To have this cross platform application supported by Apple iPhone, iPad,

Android smartphone devices and Blackberry smartphone devices• Sample Screens identified: (68 screens) Landing Page

Open A CaseModify My order

OverviewExamples of Change in CircumstancesModification Review ProcessModify FAQs

Calculate my orderOverview File an AnswerCalculating Child SupportObtaining an OrderMedical Support MilitaryIncarcerated Noncustodial Parent

Make a PaymentOverviewReceiving Child Support PaymentsReceiving Less than the Amount CollectedMaking/Receiving a Payment FAQs

Child Support ServicesOpen a CaseLocate a ParentEstablish PaternityEstablish a Court OrderEnforcing a Court OrderOut-of-StateClose a CaseFAQs

Project Goals & Objectives

Reduce My Debt FAQsOverview

Compromise of Arrears Program (COAP)Compromise of Assigned Arrearages-Family Reunification (COAA-FR)Reduce My Debt FAQs

Enforcement ToolsLicense SuspensionPassport DenialBank LevyProperty LienState and Federal Tax InterceptCredit ReportingUIB/DIBWorkers' CompensationLottery InterceptsIncome Withholding OrderPrivate Family Law OrdersContemptCriminal ProsecutionWritSeek Work OrderOverviewEnforcing a Court Order FAQs

Close a CaseOut-of-StateEstablish a Court OrderEstablish PaternityLocate a ParentOpen a Case

FAQsOpen a Case FAQsLocate a Parent FAQsEstablish Paternity FAQsEstablish a Court Order FAQsOut-of-State FAQsClose a Case FAQsGoing to Court FAQsMilitary FAQsEmployers FAQsLegal Corner FAQsTitle Companies FAQs

Contact UsMapsNews ListingNews Detail

Demo Product - Main Screen

Demo Product - Main Screen

My Account – Leverages Customer Connect Login Process

Push out Status Updates to Participants

Push out Status Updates to Participants

Push out Status Updates to Participants

Connect to Payment Options

Connect to Payment Options

Modify an Order or Open a Case

Provide Announcements

Estimated Timeline (~ 3 months)

Project Kick-off

Application Design

Interface Development Begins here

Analysis & Set-up Phase

QA Begins (Functional-

Testing) Go-Live

JanDecNov

Verify & Deploy Application

Optimization for iPhone and iPad

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