NCSEA Connections: Child Support Product and Services Guide

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Conduent’s Commitment<br />

Conduent delivers mission-critical services<br />

<strong>and</strong> solutions on behalf of businesses<br />

<strong>and</strong> governments – creating exceptional<br />

outcomes for our clients <strong>and</strong> the millions<br />

of people who count on them. Since our<br />

first child support partnership in 1991,<br />

we’ve grown along with our clients <strong>and</strong><br />

partners, now h<strong>and</strong>ling billions of dollars<br />

<strong>and</strong> millions of constituent interactions<br />

each year. Each project, each contract,<br />

comes with our personal commitment.<br />

Scott Cade<br />

Robbie Endris<br />

Zach Steed<br />

Kim Newsom Bridges<br />

Hal Carl<br />

And our clients recognize this commitment. We’re proud to share a few examples of their enthusiasm<br />

in their own words, celebrating our shared successes from across the many child support services we<br />

provide, including customer care, SDUs, <strong>and</strong> child support enforcement systems.<br />

“<br />

Part of [Conduent’s] overall value is that they can<br />

approach problems from multiple perspectives<br />

to allow a much broader range of solutions to be<br />

considered. I would encourage you to seriously<br />

consider Conduent for any critical child support<br />

system project that you may be looking to<br />

undertake to modernize your program.<br />

“<br />

As a trusted partner of the state for more than<br />

a decade, Conduent created an efficient <strong>and</strong><br />

federally compliant full-service payment <strong>and</strong><br />

customer service center. They continue to be<br />

responsive <strong>and</strong> adaptive to our ever-changing<br />

child support program.<br />

“<br />

“<br />

“<br />

Having Conduent staff h<strong>and</strong>le our phone calls has<br />

allowed our child support specialists to concentrate<br />

on core duties of establishing <strong>and</strong> collecting child<br />

support. I am actively recommending that other<br />

counties come on board to use Conduent for<br />

customer service assistance.<br />

“<br />

With your support <strong>and</strong> that of the entire Conduent<br />

team, we have faced significant challenges during a<br />

unique time in the history of [our state]. Your team<br />

has accomplished this with the tenacity, hard work<br />

<strong>and</strong> ingenuity that we have come to expect from<br />

Conduent. In fact, some have commented on the<br />

fact that they’ve rarely seen a transition with so few<br />

challenges.<br />

“<br />

Conduent Government Solutions<br />

<strong>Child</strong> <strong>Support</strong> Solutions<br />

How Thought<br />

Leadership Makes a<br />

Difference for Families<br />

The Future of <strong>Child</strong> <strong>Support</strong>:<br />

Dealing with the P<strong>and</strong>emic <strong>and</strong> Beyond<br />

Part of the value Conduent provides to child support<br />

agencies is our thought leadership – but what exactly<br />

does that mean? While the term itself can seem vague,<br />

there are benefits to working with a thought leader—<br />

advantages that not only make things run more<br />

smoothly behind the scenes, but also improve services<br />

to children <strong>and</strong> families in concrete, positive ways.<br />

FPO Half Page Photo<br />

Dreaming Forward with Dreaming Sessions<br />

Conduent’s deep underst<strong>and</strong>ing of the child support environment<br />

has been built over nearly 30 years of program operations, ongoing<br />

partnerships, <strong>and</strong> individual <strong>and</strong> collaborative subject matter<br />

expertise. While nationwide best practices can be insightful, there<br />

is no “one size fits all” solution to a particular agency’s challenges.<br />

That’s why we’ve held more than a dozen Dreaming Sessions with<br />

state <strong>and</strong> large county programs, helping these programs discover<br />

potential paths to their own greatness.<br />

In one large county, as an outcome of their Dreaming Session, a<br />

three-year project was established to pilot a more effective, highly<br />

engaged model for child support in an urban setting. Using a<br />

collaborative case conference model <strong>and</strong> incentive-based employee<br />

compensation, the project focused on one of the poorest ZIP<br />

codes in the US, where 62% of adult males had spent time in a<br />

correctional facility. The results were stunning: over the three-year<br />

pilot period, while collections at the state <strong>and</strong> county levels<br />

stayed largely static, collections in the pilot ZIP code leapt 35% to<br />

bring in $6.8 million in current support.<br />

Why <strong>Child</strong> <strong>Support</strong> Expertise Matters<br />

In some ways, it’s obvious why child support agencies need child<br />

support thought leaders as partners: every aspect of a child<br />

support solution, from data management to payment processing<br />

to customer care, is shaped by the needs of the child support<br />

program. A company that thinks “IV-D” is pronounced “eye-veedee”<br />

is going to have a much steeper learning curve than one that<br />

has helped more than a dozen states centralize their child support<br />

payment operations both before <strong>and</strong> after PRWORA.<br />

Conduent’s child support team, led by former state <strong>and</strong> county<br />

IV-D directors with decades of relevant experience, doesn’t<br />

just rely on past knowledge to inform our solution design <strong>and</strong><br />

execution. We’re constantly working with clients, colleagues <strong>and</strong><br />

partners to gain a deeper underst<strong>and</strong>ing of current issues faced<br />

by child support programs across the country. As an example, we<br />

recently convened a small group of state IV-D directors to discuss<br />

the challenges <strong>and</strong> opportunities presented by the COVID-19<br />

p<strong>and</strong>emic; our white paper “The Future of <strong>Child</strong> <strong>Support</strong>: Dealing<br />

with the P<strong>and</strong>emic <strong>and</strong> Beyond” is available now.<br />

Why Health <strong>and</strong> Human <strong>Services</strong> Thought<br />

Leadership Matters<br />

So child support expertise is all that’s needed to run a great child<br />

support project, right? Not necessarily. There is also value in<br />

bringing innovations, technology <strong>and</strong> best practices from other<br />

programs into child support. Not only does Conduent provide<br />

smooth paths to federally certified child support systems, fullservice<br />

SDUs that process many of the highest daily <strong>and</strong> weekly<br />

volumes in the nation, <strong>and</strong> the country’s #1 online child support<br />

payment platform, but we also disburse billions per year in<br />

government benefits to a wide array of programs—everything<br />

from payroll to adoption subsidies to electronic benefits for the<br />

Women, Infants <strong>and</strong> <strong>Child</strong>ren (WIC) program.<br />

Our child support-focused business unit within a technologyforward<br />

company truly combines the best of both worlds: child<br />

support customer focus with broader access to insights <strong>and</strong><br />


Looking Toward<br />

the Future<br />

Our SDU Vision<br />

Our focus on innovation includes a vision for the<br />

future: the all-electronic SDU. Every innovation<br />

serves the goal of making sure payments get to the<br />

right families right away.<br />

$<br />

All disbursements are<br />

made digitally to a wallet<br />

or bank account<br />

Next-Generation <strong>Child</strong><br />

<strong>Support</strong> Enforcement<br />

Systems<br />

No matter your path, Conduent can help you<br />

modernize <strong>and</strong> maintain your next child support<br />

system.<br />

All payments are received<br />

electronically<br />

Replatform<br />

System transfer<br />

Customers have access to<br />

information 24/7 through<br />

multiple channels<br />

Commercial platform<br />

development<br />

Maintenance &<br />


The Future of Electronic Payments is Already Here<br />

In the two decades since PRWORA dictated that all states move to a centrally located State Disbursement<br />

Unit, electronic payments <strong>and</strong> disbursements have skyrocketed. Many child support transactions are<br />

completely electronic, from the moment a parent or employer initiates payment to the moment the other<br />

parent receives the funds in a bank account or on a card.<br />

That said, there are still parents <strong>and</strong> employers who haven’t adopted electronic payment options. Sometimes,<br />

this is just a matter of resistance to change, but other times, obstacles st<strong>and</strong> in the way.<br />

How ExpertPay Can Help<br />

Parents across the country are facing a new obstacle in paying<br />

their child support: the p<strong>and</strong>emic. Many local child support offices<br />

that previously accepted walk-in payments have been ordered to<br />

suspend public-facing services, so parents are unable to pay their<br />

obligations with cash. But tens of thous<strong>and</strong>s of locations like CVS,<br />

Wal-Mart, <strong>and</strong> Kroger provide access to MoneyGram services,<br />

where individuals can pay child support with cash, <strong>and</strong> because of a<br />

partnership between MoneyGram <strong>and</strong> Conduent, those payments<br />

are quickly processed with ExpertPay.<br />

For parents <strong>and</strong> employers who want to pay their child support<br />

electronically without leaving the house, the ExpertPay online<br />

payment platform works in all 50 states. By registering on<br />

ExpertPay.com, individuals <strong>and</strong> employers can set up payments<br />

using their bank account, credit card, or their PayPal virtual wallet.<br />

It’s as easy as click, remit, done. Costs vary by state <strong>and</strong> payment<br />

method—ranging from free of charge to a convenience fee of 2.95%<br />

with a maximum fee of $60 per payment.<br />

Whether a payer uses ExpertPay directly or through a service like<br />

MoneyGram, 93 percent of payments made through ExpertPay<br />

reach their destination SDU the next business day. We are able<br />

to achieve this high speed of payment delivery because we team<br />

directly with the payment companies—credit cards, PayPal, <strong>and</strong><br />

MoneyGram—not through a 3rd party like our competitors.<br />

ExpertPay processed more than $2 billion last year, which translates<br />

to $60 every second, every day, all year long. As we continue to<br />

incorporate new innovations that make child support payments <strong>and</strong><br />

disbursements even easier <strong>and</strong> more secure, we continue to work<br />

with states to encourage further electronic adoption, increasing<br />

cost effectiveness <strong>and</strong> convenience.<br />

Let’s make child support as<br />

easy as click, remit, done.<br />

ExpertPay from Conduent<br />

Learn More<br />

Move forward<br />

© 2020 Conduent, Inc. All rights reserved. Conduent <strong>and</strong> Conduent Agile Star are trademarks of Conduent, Inc. <strong>and</strong>/or its subsidiaries in the United States <strong>and</strong>/or other countries. BR xxx

• Review <strong>and</strong> adjustment of support orders<br />

• Mobile app<br />

• Employer services <strong>and</strong> portal<br />

• Voluntary paternity acknowledgment<br />

• Debt prevention programs<br />

• Comprehensive operations management<br />

• Customer service contact centers<br />

• <strong>Child</strong> support system modernization<br />

• Legacy system modernization for federal partners<br />

Trust Maximus to help your agency achieve better outcomes<br />

for the children <strong>and</strong> families you serve. Contact us today!<br />

maximus.com<br />


Helping Agencies Create A Better Life<br />

For <strong>Child</strong>ren And Families<br />

In 2019, nearly 1.5 million families<br />

were lifted out of poverty by child<br />

support <strong>and</strong> related programs. The<br />

unprecedented challenges <strong>and</strong><br />

economic setbacks of today have<br />

raised the stakes for parents <strong>and</strong><br />

children across the country. Now<br />

more than ever, our work is critical to<br />

ensuring children’s basic needs are<br />

met so they can continue to grow <strong>and</strong><br />

learn. Maximus serves as a trusted<br />

partner to state <strong>and</strong> county agencies,<br />

hospitals, parents, <strong>and</strong> communities<br />

to support the evolving needs of the<br />

children, families, <strong>and</strong> employers<br />

we serve. Together, we are helping<br />

child support programs meet the<br />

challenges of today <strong>and</strong> beyond.<br />

Highlights of our work over<br />

the past year<br />

$238M 653K<br />

in collections<br />

33M 95,700<br />

new hire reports<br />

processed<br />

children served<br />

paternities<br />

established<br />

How we help<br />

We work with both parents to ensure<br />

children receive the financial <strong>and</strong><br />

emotional support they need <strong>and</strong><br />

deserve to thrive. With expertise<br />

across the full spectrum of child<br />

support services, we deliver best<br />

practices <strong>and</strong> innovations that<br />

empower our clients’ programs<br />

to achieve their ambitious goals.<br />

Just as importantly, our staff is<br />

as knowledgeable as they are<br />

compassionate. We also partner with<br />

employers to ensure they comply<br />

with their child support reporting<br />

obligations.<br />

What we do<br />

We underst<strong>and</strong> that the child<br />

support process can be daunting to<br />

parents. That’s why we work hard to<br />

make it as easy to underst<strong>and</strong> <strong>and</strong><br />

navigate as possible. We provide<br />

a combination of personalized <strong>and</strong><br />

self-service options, employing<br />

technology <strong>and</strong> virtual platforms to<br />

communicate with parents in the<br />

ways they prefer. Our work with<br />

employers involves educating <strong>and</strong><br />

guiding them through the new hire<br />

reporting process, as well as how to<br />

respond to income withholding <strong>and</strong><br />

medical support orders.<br />

Why we’re unique<br />

Our decades of experience<br />

translate to unmatched operational<br />

efficiencies, enhanced program<br />

performance, <strong>and</strong> the ability to<br />

provide families with the highest<br />

level of service. And because we<br />

operate other types of health <strong>and</strong><br />

human services programs, we are

uniquely positioned to connect<br />

parents to additional vital services<br />

they may need, including education<br />

<strong>and</strong> employment assistance as well<br />

as health care.<br />

Delivering expertise across<br />

the full spectrum of child<br />

support services<br />

Review <strong>and</strong> Adjustment of<br />

<strong>Support</strong> Orders / vMOD<br />

Noncustodial parents are more likely<br />

to pay their support obligations in<br />

full <strong>and</strong> on time when the ordered<br />

amount is determined by their actual<br />

earnings <strong>and</strong> ability to pay. Our<br />

new virtual modification process<br />

(vMOD) expedites the review <strong>and</strong><br />

modification process for parents who<br />

have lost their jobs <strong>and</strong> are receiving<br />

Unemployment Insurance – allowing<br />

them to request modifications through<br />

your agency’s call center or website.<br />

Mobile App<br />

Forget<br />

office visits<br />

<strong>and</strong> phone<br />

calls — the<br />

Maximus<br />

<strong>Child</strong><br />

<strong>Support</strong><br />

Mobile<br />

App takes<br />

customer<br />

service to<br />

a whole<br />

new level.<br />

Parents benefit from a convenient<br />

option that’s available 24/7 <strong>and</strong><br />

provides a contact-free, virtual<br />

experience for added security in<br />

today’s uncertain environment. With<br />

the tap of a button, they can send<br />

<strong>and</strong> receive documents securely, get<br />

notified about payments, <strong>and</strong> track<br />

order modifications.<br />

Voluntary Paternity<br />

Acknowledgment<br />

Voluntary acknowledgment of<br />

paternity is a critical first step<br />

in securing a support order <strong>and</strong><br />

beginning collections. We design<br />

<strong>and</strong> operate innovative paternity<br />

programs that connect hospitals,<br />

community organizations, <strong>and</strong><br />

parents – helping states achieve<br />

the 90-percent federal paternity<br />

establishment goal, maximize federal<br />

incentives, <strong>and</strong> engage both parents<br />

in their children’s lives.<br />

Debt Prevention Programs<br />

Our debt prevention program<br />

helps noncustodial parents start<br />

off on the right foot with their child<br />

support obligations. By establishing<br />

personal contact with parents <strong>and</strong><br />

their employers at the start of a new<br />

support order, we help parents get<br />

into a pattern of payment compliance<br />

that can result in a significant increase<br />

in full <strong>and</strong> on-time payments. Our<br />

work in Stanislaus County, California,<br />

generated nearly $48 million in support<br />

payments over 90 months – fully<br />

74 percent of current support owed.

Employer <strong>Services</strong> <strong>and</strong> Portal<br />

We make it easier than ever for<br />

employers to comply with child<br />

support reporting requirements,<br />

combining outreach <strong>and</strong> education<br />

with modern technology. Our<br />

employer services provide<br />

comprehensive support for state<br />

new hire reporting programs as well<br />

as eIWO <strong>and</strong> eNMSN processing.<br />

Additionally, our one-stop solution<br />

to online reporting – the MAXIMUS<br />

Employer <strong>Services</strong> Portal – offers<br />

24/7 access, secure data entry,<br />

immediate feedback, <strong>and</strong> chat.<br />

Comprehensive Operations<br />

Management<br />

Maximus can operate your<br />

agency’s program on your behalf,<br />

delivering a customized solution that<br />

includes paternity establishment,<br />

locate, support order entry, order<br />

modification, <strong>and</strong> collections.<br />

Our professionals work in close<br />

partnership with all stakeholders to<br />

optimize your ability to meet program<br />

goals <strong>and</strong> achieve better outcomes,<br />

including improvement on the federal<br />

performance measures.<br />

Customer Service Contact Centers<br />

Maximus has operated child support<br />

contact centers for over 15 years,<br />

successfully implementing virtual<br />

models as well. By h<strong>and</strong>ling routine<br />

customer inquiries via phone, email,<br />

<strong>and</strong> chat, we free up caseworkers to<br />

address complex program tasks.<br />

System Modernization for States<br />

<strong>and</strong> the Federal Government<br />

The p<strong>and</strong>emic has highlighted the<br />

unavoidable truth that technology<br />

is critical to program success – <strong>and</strong><br />

outdated technology can significantly<br />

impede program impact. Maximus<br />

underst<strong>and</strong>s that modernizing<br />

child support systems represents<br />

a significant undertaking, <strong>and</strong> we<br />

have the expertise to guide you<br />

through the entire process. From<br />

initial planning through system<br />

implementation, to assisting federal<br />

agencies with stabilizing <strong>and</strong><br />

modernizing legacy applications<br />

dependent on obsolete software<br />

technologies, our team of seasoned<br />

professionals st<strong>and</strong>s ready to help.<br />

To learn more about how<br />

Maximus can help your agency’s<br />

child support program meet the<br />

challenges of 2020 <strong>and</strong> beyond,<br />

contact us today!



SMI is focused on supporting Health <strong>and</strong><br />

Human <strong>Services</strong> agencies in the areas<br />

of child support <strong>and</strong> accounting<br />

solutions management.<br />



♦ <strong>Child</strong> <strong>Support</strong> <strong>Services</strong><br />

♦ Payment Processing<br />

♦ <strong>Child</strong> Welfare Financial<br />

<strong>Services</strong><br />

♦ Document Management<br />

♦ Customer Service<br />

♦ smiONE TM Visa ® Prepaid<br />

Debit Card <strong>Services</strong><br />

smi-inc.com<br />

©2020 Systems & Methods, Inc., All Rights Reserved

Getting It Done...From Home<br />

A culture of treating employees <strong>and</strong> customers like family helped<br />

SMI respond to Covid-19 without missing a beat. Here’s how.<br />

“ This company is doing a lot right.”<br />

North Dakota <strong>Child</strong> <strong>Support</strong> Division’s Rona E.<br />

Schmidt learned that firsth<strong>and</strong> about Systems &<br />

Methods, Inc. (SMI) during her agency’s successful<br />

transition to the smiONE Visa ® Prepaid Card<br />

program from another provider in July of 2020.<br />

James Fleming, North Dakota’s IV-D Director, was<br />

also impressed. “We have now implemented new<br />

card programs with each of the three major child<br />

support debit card issuers. In the middle of a<br />

p<strong>and</strong>emic with all of our program <strong>and</strong> IT people<br />

working from home, the implementation of this<br />

project was surreal, in the sense there were no issues<br />

or concerns. From the time that the procurement<br />

was complete until we obtained confirmation that<br />

the new cards would be issued on schedule,

Company profiles | National Spotlight | Covid-19 | Work From Home | Corporate Culture<br />

implementation was so quiet that it was easy to<br />

forget we were transitioning to a new card.”<br />

“In the middle of a p<strong>and</strong>emic<br />

with all of our program <strong>and</strong> IT<br />

people working from home, the<br />

implementation of this project<br />

was surreal, in the sense there<br />

were no issues or concerns.”<br />

-James Fleming,<br />

IV-D Director, North Dakota<br />

<strong>Child</strong> <strong>Support</strong> Division<br />

When the North Dakota project kicked off—SMI’s<br />

twelfth such transition from a different<br />

contractor—the world was changing at lightning<br />

speed. Widespread shelter-in-place restrictions had<br />

shaken the economy, fear pervaded the public<br />

discourse, <strong>and</strong> uncertainty about the future<br />

threatened to disrupt the critical services the<br />

child support sector provides to millions of<br />

people across the country. Rather than waiting<br />

to see how the industry would react to the<br />

crisis, SMI did what they’ve done since<br />

1971—put families first <strong>and</strong> forge ahead.<br />

Within a week of the Centers for Disease Control<br />

<strong>and</strong> Prevention (CDC) declaring Covid-19 a<br />

global p<strong>and</strong>emic, SMI successfully transitioned<br />

85 percent of their 175-person smiONE Team to<br />

a work-from-home environment—100 percent<br />

within the following two weeks. “We knew that<br />

it was the right decision for the safety of our<br />

employees <strong>and</strong> for us to continue providing the<br />

highest level of service to our clients,” said Joe<br />

Stone, CEO. “Our goal was to take care of the<br />

SMI Team so we could take care of the clients<br />

we serve.”<br />

By immediately implementing a<br />

work-from-home solution without interrupting<br />

service—or waiting until team members got<br />

sick—SMI employee engagement improved,<br />

resulting in higher productivity <strong>and</strong> increased<br />

customer satisfaction. In fact, as the p<strong>and</strong>emic<br />

surged across the nation, quality assurance<br />

scores in May were highest for the year, agent<br />

satisfaction reached all-time highs, <strong>and</strong><br />

employee retention increased 50% over the<br />

previous year. What’s made the difference?<br />

According to in-house smiONE call center<br />

agents, they value the flexibility to care for their<br />

families while working, the extra time to<br />

connect with loved ones during uncertainty,<br />

winning time (<strong>and</strong> money) back each day by<br />

eliminating a commute, <strong>and</strong> peace-of-mind that<br />

they’re safer <strong>and</strong> healthier at home.<br />

The DEC PDP-11, a cousin to<br />

the data processor "as big as<br />

a living room sectional" that<br />

powered SMI in its early days.<br />

-Institute of Computer Sciences, FU Berlin

Company profiles | National Spotlight | Covid-19 | Work From Home | Corporate Culture<br />

SMI was born humbly. Almost 50 years<br />

ago in Carrollton, Ga., founder Bob Stone<br />

purchased an IBM computer “as big as a living<br />

room sectional” to help design systems <strong>and</strong><br />

methods that, simply put, could solve people’s<br />

problems. As Bob’s reputation grew, as notable<br />

for its compassionate service as for its<br />

industry-leading successes in automation, he<br />

“knew [he] wanted SMI to be more than just<br />

another technology company.” With that in<br />

mind, he set out to create a company culture<br />

rooted in a shared passion for excellence,<br />

commitment to service, <strong>and</strong> inclusive,<br />

collaborative spirit.<br />

“Our goal was to take care<br />

of the SMI Team so we<br />

could take care of the<br />

clients we serve.”<br />

-Joe Stone, CEO<br />

Systems & Methods, Inc. (SMI)<br />

That culture lives on today. “I consider my<br />

career at SMI to be one of the biggest blessings<br />

of my life,” said Audrey Cannon, Georgia State<br />

Disbursement Unit (SDU) Project Director. “I<br />

started working at SMI when I was 19 years old.<br />

Thirty-nine years later, I have seen<br />

extraordinary growth <strong>and</strong> change, but the one<br />

thing that has remained the same is the feeling<br />

that we are a family. We do the right thing. We<br />

take care of our clients. And we take care of<br />

each other.”<br />

Forty-nine years after its inception, SMI is still a<br />

small family business. Customers can reach a<br />

live in-house customer service agent 24 hours a<br />

day, 7 days a week. The CEO is a phone call<br />

away when an IV-D director wants to<br />

brainstorm a new solution. Teamwork, Faith,<br />

<strong>and</strong> Freedom remain the shared company<br />

values. Now in its second <strong>and</strong> third generations<br />

of leadership, SMI serves 17 states <strong>and</strong> 11 tribes<br />

with comprehensive child support SDUs <strong>and</strong> the<br />

smiONE Visa Prepaid Card, as well as document<br />

imaging <strong>and</strong> financial management solutions.<br />

During a year that has undeniably changed the<br />

world, businesses have faced plenty of tough<br />

decisions that sometimes meant cutting costs,<br />

outsourcing work, or hastily launching poor<br />

automation. Instead, SMI has reupped on its<br />

half-century commitment to family-first service<br />

<strong>and</strong> innovative solutions. “When times get<br />

tough, we get innovative,” reflects Joe Stone. “I<br />

applaud our team’s agility, innovation, <strong>and</strong><br />

passion to serve. It’s what makes us different,<br />

<strong>and</strong> we’re prouder than ever to serve in this<br />

space.” ■<br />

SMI <strong>and</strong> Tribal Nations:<br />

A Unique Partnership<br />

SMI is the only child support payment card provider<br />

to serve tribal nations in the United States. This<br />

distinction comes with an enormous responsibility<br />

to each of the 11 tribes where the smiONE Visa ®<br />

Prepaid Card is distributed. And for SMI, it all starts<br />

with relationships.<br />

By offering program customization to suit a tribal<br />

nation’s unique needs, SMI has been able to<br />

establish trust <strong>and</strong> build longst<strong>and</strong>ing partnerships<br />

within the communities. “The smiONE card saves<br />

time, money, <strong>and</strong> phone calls!” quipped Jerry Sweet,<br />

of the Eastern B<strong>and</strong> of Cherokee Indians in North<br />

Carolina. Sweet’s relationship with SMI dates back<br />

to 2011 when he was leading the Modoc Tribe of<br />

Oklahoma, which became the<br />

very first tribe in the U.S. to adopt the smiONE<br />

card. Though the implementations occurred in<br />

different tribes at different times, Sweet’s<br />

experiences were identical: “Happy clients <strong>and</strong><br />

happy staff, which makes me happy.”<br />

Almost a decade in, SMI’s relationships with tribal<br />

nations now extend across the country—from the St.<br />

Regis Mohawk Tribe in New York to the Klamath<br />

Tribe in Oregon, <strong>and</strong> nine sister tribes scattered<br />

from North Carolina throughout the heartl<strong>and</strong>. SMI<br />

proudly serves each distinctive nation with deep<br />

respect <strong>and</strong> a shared passion for family <strong>and</strong><br />





Deliver all essential child support<br />

services including customer service,<br />

paternity establishment, financial <strong>and</strong><br />

medical support order establishment<br />

<strong>and</strong> enforcement, review <strong>and</strong><br />

adjustment of orders, <strong>and</strong> family<br />

engagement program management.<br />



Reduce public employee workloads<br />

through the use of omni-channel contact<br />

centers with a single entry point for all<br />

customers <strong>and</strong> options for multiple<br />

modes of communication.<br />

Our Passion.Our Mission.<br />



Provide an innovative, secure, cost<br />

effective, <strong>and</strong> hassle-free payment<br />

solution.<br />



Perform essential end-to-end<br />

operations such as intake, mail<br />

processing, document management,<br />

data entry, recordkeeping, <strong>and</strong> other<br />

work requiring speed <strong>and</strong> accuracy.

<strong>Child</strong> support solutions<br />

Powering positive impact for families<br />

Deloitte’s <strong>Child</strong> <strong>Support</strong> <strong>Services</strong> <strong>and</strong> Solution Portfolio includes:<br />

• Implementation of Modern Low Code<br />

Platform-based, Cloud Solutions<br />

•<br />

State Systems<br />

• Automated code refactoring<br />

• Business Process Reengineering<br />

• Intelligent Process Automation (AI)<br />

• Modern customer service modules<br />

• Organizational Change Management<br />

• System replacement<br />

Learn more >

Building Resilience within <strong>Child</strong> <strong>Support</strong> Agencies<br />

In today’s environment, developing solutions <strong>and</strong> strategies to help<br />

parents owing support, parents receiving support, children, <strong>and</strong><br />

<strong>Support</strong> leadership to evaluate<br />

social sentiments <strong>and</strong> contact<br />

center feedback loops to develop<br />

appropriate outbound campaigns<br />

<strong>and</strong> communications<br />

Evaluate <strong>and</strong> optimize<br />

contact center operations,<br />

including load balancing,<br />

IVR <strong>and</strong> operational<br />

Exp<strong>and</strong> self service<br />

capabilities <strong>and</strong> digital<br />

service to provide workload<br />

Enhance user experience<br />

through virtual assistants<br />

<strong>and</strong> chat/voice bots<br />

providing nline help<br />

how to prioritize work, how to<br />

connect with co-workers to support<br />

decision making, <strong>and</strong> h<strong>and</strong>ling<br />

referrals from other agencies also<br />

Creat opportunities <strong>and</strong> strategies<br />

to facilitate virtual court hearings<br />

<strong>and</strong> customer preparation,<br />

electronic notarization <strong>and</strong> transfer<br />

of documents between customers,<br />

the agency, <strong>and</strong> the courts, <strong>and</strong>

Next gen child support<br />

Powering positive impact for families<br />

<strong>Child</strong> support in the US has reached a critical crossroad. Arguably one of the<br />

new challenges—arising from dramatic changes in our society—that threaten<br />

its future success.<br />

Changing family structures <strong>and</strong> circumstances, rising incarceration rates, <strong>and</strong><br />

a challenging economy all make it harder than ever for child support programs<br />

computer systems to support their operations, lack the resources for costly<br />

upgrades, <strong>and</strong> struggle to attract <strong>and</strong> retain high-performing employees—

To succeed in the coming years,<br />

the child support program will<br />

need to embrace new ways of<br />

operating, including:<br />

• A renewed purpose that ensures<br />

that the program meets parents<br />

<strong>and</strong> families where they are<br />

today, recognizing the changing<br />

social l<strong>and</strong>scape<br />

• New technologies that tap into<br />

data within agencies, maximizing<br />

the outcomes of communication<br />

<strong>and</strong> enforcement strategies<br />

Get in touch<br />

www.deloitte.com/us/child-support<br />

Margot Bean<br />

• New approaches to workforce<br />

optimization, including shared<br />

services, centralized functions,<br />

<strong>and</strong> better tools, to help create a<br />

better employee experience for<br />

the child support workforce<br />

children in America today<br />

noncustodial parents through the<br />

US child support program, making<br />

it one of the broadest-reaching<br />

Read the full report ><br />

As used in this document, “Deloitte” means Deloitte Consulting LLP,<br />

not be available to attest clients under the rules <strong>and</strong> regulations of

Digital Solutions for<br />

Transforming <strong>Child</strong><br />

<strong>Support</strong><br />

Since the onset of the Coronavirus<br />

p<strong>and</strong>emic, we have been living in a world<br />

that evolves daily, creating a “new normal”<br />

that is increasingly reliant on technology<br />

<strong>and</strong> the advances of the Internet to exp<strong>and</strong><br />

<strong>and</strong> maximize what can be accomplished<br />

remotely. Stellarware has always been at<br />

the forefront of these advances <strong>and</strong> is the<br />

ideal partner to take your <strong>Child</strong> <strong>Support</strong> <strong>and</strong><br />

New Hire programs to the next level.<br />

With sudden job losses, a precarious economy,<br />

<strong>and</strong> families facing material <strong>and</strong> substantial<br />

changes to their livelihood, moving filings <strong>and</strong><br />

communications to protected, virtual<br />

environments is now a fundamental component<br />

of effective <strong>Child</strong> <strong>Support</strong> collection.<br />

Stellarware’s Portal solution is primed to assist<br />

with these very obstacles, <strong>and</strong> we are<br />

energized by the opportunity to use these<br />

turbulent times as a catalyst for positive<br />

transformation in the industry.<br />

If nothing else, today’s climate has given<br />

agencies an incentive to re-invent their<br />

processes, create significant cost savings, <strong>and</strong><br />

move their employer communities to a more<br />

electronic, communications-based platform.<br />

Stellarware welcomes the opportunity to<br />

support you in these goals <strong>and</strong> be your guide<br />

on this digital <strong>and</strong> transformative journey.<br />

While we collectively remain socially distanced,<br />

the need for collaboration <strong>and</strong> partnership<br />

could not be more vital. Ensuring the continued<br />

operations <strong>and</strong> the provisioning of services on<br />

behalf of the children <strong>and</strong> families that we<br />

serve has remained our top priority since the<br />

p<strong>and</strong>emic’s onset. It is with open hearts <strong>and</strong> an<br />

open mind, technological expertise, <strong>and</strong> a data<br />

driven approach, that we continue to exp<strong>and</strong><br />

our secure, user-friendly, <strong>and</strong> scalable<br />

solutions to better assist your needs <strong>and</strong> make<br />

your job that much more effective.<br />

Highlighted within are high-level solution<br />

overviews of Stellarware’s <strong>Child</strong> <strong>Support</strong> <strong>and</strong><br />

New Hire service portals, many of which have<br />

been augmented to better support state<br />

agencies during this time <strong>and</strong> all of which may<br />

be custom tailored to match existing workflows<br />

while maintaining cost-effective, turn-key<br />






Our <strong>Child</strong> <strong>Support</strong> / New Hire Reporting Portal is a completely secure,<br />

one-stop shop, electronic platform that facilitates two-way communication<br />

(e.g. between state agencies <strong>and</strong> employers), document issuance / pickup,<br />

<strong>and</strong> is supported by rigorous quality assurance <strong>and</strong> unparalleled customer<br />

service. (Note that agencies may select any combination of the modules<br />

outlined below to ensure all needs are met.)<br />

STATE<br />




NEW HIRE<br />







NMSN<br />

LUMP SUM<br />







E-IWO ISSUANCE: Utilizing existing IWO print files, our New Hire team<br />

identifies employers receiving paper IWOs <strong>and</strong> converts these employers<br />

to receive electronic IWOs, delivered via the New Hire Reporting portal.<br />


module enables Stellarware to send <strong>and</strong> receive electronic NMSNs to<br />

employers using this platform. Module offers processing both electronically<br />

<strong>and</strong> via USPS mail <strong>and</strong> makes it possible for employers to complete <strong>and</strong> /<br />

or respond to NMSNs electronically.<br />

LUMP SUM PAYMENTS: Designed to expedite <strong>and</strong> streamline the<br />

process of intercepting lump sum payments from employers [or income<br />

payers] to employees on behalf of state agencies for past due support.<br />

TERMINATIONS: Allows employers to report terminations or layoffs<br />

online, reducing the issuance of unnecessary IWOs <strong>and</strong> increases<br />

identification of obligors for research / enforcement.<br />


concert with Secretary of State offices <strong>and</strong> third-party payroll<br />

administrators across the country, Stellarware has the technology <strong>and</strong><br />

expertise to ensure your employer records are kept clean <strong>and</strong> up to date.<br />


Save time <strong>and</strong><br />

money with<br />

protected<br />

document<br />

issuance,<br />

tracking, <strong>and</strong><br />

delivery (e.g.<br />

IWO, Lien).<br />

Transform your<br />

processes with<br />

the Portal’s<br />

advanced<br />

functions, such<br />

as secured, twoway<br />

communication.<br />

Complement your<br />

existing system<br />

or use the portal<br />

as its own<br />

Internet-based<br />

solution.<br />

Enjoy quick turn<br />

arounds<br />

combined with<br />

the highest<br />

caliber of quality<br />


The <strong>Child</strong> <strong>Support</strong> Lien Network (CSLN), hosted by<br />

the State of Rhode Isl<strong>and</strong>, is an established, successful<br />

consortium providing states with an essential child<br />

support collection resource through its fully integrated,<br />

customizable, web-based intercept program.<br />

CSLN, in existence since 1999, matches millions of<br />

delinquent obligors to a national registry of pending personal injury <strong>and</strong><br />

workers’ compensation claims on a daily basis. CSLN recognizes the value<br />

of your state’s staff time, which is why our customer service representatives<br />

verify the status of claims <strong>and</strong> all appropriate contact information before<br />

alerting child support agency members of open, active claims ready for lien<br />

documents. Our unparalleled quality assurance (QA) process ensures an<br />

unmatched level of qualified claims. CSLN, with its proven track record of<br />

success, is the most efficient & cost-effective way to augment agencies’<br />

child support resources, partnering with our network of 1,800+ insurers <strong>and</strong><br />

31 U.S. child support agencies to automate lien delivery with 70% of forms<br />

transmitted electronically. To date, CSLN has collected an estimated total of<br />

$2B in support.<br />

Watch a one-minute video highlighting the benefits of CSLN by clicking<br />

here.<br />

Did you know?<br />

The Medical Assistance Intercept System<br />

(MAIS) is modeled after <strong>and</strong> shares the<br />

same architectural foundation as CSLN.<br />

MAIS is a platform that matches Medicaid recipients with insurance claims<br />

for personal injury <strong>and</strong> workers’ compensation. Top-notch quality assurance<br />

activities are performed on each match allowing states to streamline <strong>and</strong><br />

issue lien documents to insurers in a fraction of the time.<br />

Watch a one-minute video highlighting the benefits of MAIS by clicking<br />

here.<br />

To learn more about Stellarware <strong>and</strong> how its products <strong>and</strong> services can<br />

complement your digital transformation journey while securely maximizing<br />

collections, contact Erika French, Director, by phone at (781) 347-3633 or via<br />

email at efrench@stellarware.com.

A division of<br />


North Carolina Navigates Complex Multisystem<br />

Reform to Improve Service Delivery to Families<br />

Like most states, North Carolina is home to dozens of government agencies<br />

<strong>and</strong> hundreds of public servants devoted to the safety <strong>and</strong> well-being of its<br />

most vulnerable citizens. With 100 separate county social services<br />

departments under the State Department of Health <strong>and</strong> Human <strong>Services</strong><br />

(DHHS) supervision, competing interests <strong>and</strong> differing views created tension<br />

<strong>and</strong> dysfunction among the agencies. The result was a fragmented system<br />

with too many gaps to consistently meet the needs of those it served. For<br />

nearly a decade, efforts to transform North Carolina’s social services system<br />

failed to gain traction or result in sustained reform. In 2017, the tragic death<br />

of a child in state care prompted legislative action requiring third-party<br />

intervention to assess <strong>and</strong> improve the State’s service delivery, crossagency<br />

collaboration, data sharing, <strong>and</strong> funding options.<br />


“[SLI] brought the best of both worlds—consultants who had national<br />

expertise [<strong>and</strong>] people who understood the complexities of our state<br />

<strong>and</strong> local system <strong>and</strong> our operational nuances.” ~ State DHHS Leader

To address the legislative m<strong>and</strong>ates, DHHS<br />

engaged the Center for <strong>Support</strong> of Families<br />

Division of SLI Government Solutions (SLI) to<br />

assess the State’s social services programs, make<br />

recommendations for reform, <strong>and</strong> provide oversight<br />

over implementing the changes. Using its five-step<br />

collaborative process, SLI went beyond merely<br />

developing the required Social <strong>Services</strong> Reform<br />

<strong>and</strong> <strong>Child</strong> Welfare Reform Plans. We used databased<br />

assessment methodologies to perform an<br />

objective assessment with broadly accepted<br />

findings <strong>and</strong> recommendations. We also helped<br />

build strong relationships among the agencies,<br />

which was a critical missing component in previous<br />

change efforts.<br />

With evidence-based reform plans <strong>and</strong> crossagency<br />

collaboration <strong>and</strong> buy-in, the foundation<br />

has been laid for lasting system transformation,<br />

<strong>and</strong> ultimately, improved outcomes for children <strong>and</strong><br />

families. This success has prompted us to develop<br />

our Cross-Program Consulting <strong>Services</strong> further to<br />

benefit social services systems in more states.<br />

Visit SLIGov.com to read the full Case Study.<br />

New course offerings!<br />

<strong>Child</strong> <strong>Support</strong> Professional Training<br />

In response to the COVID-19 p<strong>and</strong>emic, CSF has transformed our most<br />

popular in-person training into highly specialized, interactive, virtual<br />

training. In addition, CSF has developed a web-based, self-paced fivemodule<br />

e-Learning course on Effective <strong>Child</strong> <strong>Support</strong> Customer Service<br />

training. This new three-hour training delivered through our LMS is<br />

highly interactive <strong>and</strong> engaging with real life child support scenarios <strong>and</strong><br />

quizzes to maximize retention, <strong>and</strong> includes a st<strong>and</strong>-alone module on<br />

Unintended Bias <strong>and</strong> Cultural Competence.<br />

View new course catalog available at SLIGov.com.<br />


Kathy Sokolik, MPA<br />

Vice President<br />

Mobile: 707-373-2975 | Email: ksokolik@sligov.com<br />

Diane Potts, JD<br />

Director of the <strong>Child</strong> <strong>Support</strong> Practice<br />

Mobile: 240-478-9003 | Email: dpotts@sligov.com<br />


We put proven technology <strong>and</strong> processes to work for the<br />

families who count on you.<br />

CSG helps to maximize your child support capabilities<br />

using program modernization strategies based on best<br />

practices <strong>and</strong> more than 20 years of h<strong>and</strong>s-on experience.<br />

Our <strong>Child</strong> <strong>Support</strong> Experience<br />

CSG provides Feasibility Study, Cost Benefit Analysis,<br />

Project Management Office, Quality Assurance,<br />

Organizational Change Management, Business Process<br />

Reengineering, Application <strong>and</strong> Security Testing,<br />

<strong>and</strong> OCSE System Certification <strong>Support</strong> services for our state government clients across the country.<br />

Our recent child support projects include:<br />

Your trusted advisor in child support<br />

program modernization.<br />

South Dakota – <strong>Child</strong> <strong>Support</strong> Modernization Planning <strong>and</strong> Feasibility Study<br />

Nevada – PMO <strong>and</strong> OCM for NVKIDS <strong>Child</strong> <strong>Support</strong> System<br />

Oregon – QA <strong>Services</strong> for <strong>Child</strong> <strong>Support</strong> System Project<br />

Indiana – QA <strong>Services</strong> for INvest <strong>Child</strong> <strong>Support</strong> System Modernization<br />

Georgia – <strong>Child</strong> <strong>Support</strong> System Feasibility Study <strong>and</strong> Cost Benefit Analysis<br />

Arizona – Feasibility Study <strong>and</strong> Cost Benefit Analysis for the <strong>Child</strong> <strong>Support</strong> System<br />

Illinois – <strong>Child</strong> <strong>Support</strong> System Modernization Planning <strong>and</strong> PMO<br />

Maryl<strong>and</strong> – <strong>Child</strong> <strong>Support</strong> System BPR <strong>and</strong> Performance Improvement<br />

Oklahoma – Enterprise Modernization Planning for <strong>Child</strong> <strong>Support</strong> Enforcement<br />

Named one of America’s Best Management Consulting Firms for the public<br />

sector three years in a row by Forbes.<br />


<strong>Child</strong> <strong>Support</strong> Expertise in Action<br />

<strong>Child</strong> <strong>Support</strong> Feasibility Study, Alternatives Analysis, <strong>and</strong><br />

Cost Benefit Analysis in Georgia<br />

The Georgia Division of <strong>Child</strong> <strong>Support</strong> <strong>Services</strong> is assessing options to modernize its legacy child support<br />

system <strong>and</strong> peripheral systems, including the customer online services portal, data warehouse, <strong>and</strong> mobile<br />

app, to align with the Division’s strategic goals <strong>and</strong> best meet the needs of children <strong>and</strong> families in Georgia.<br />

CSG's Efficient Approach to a <strong>Child</strong> <strong>Support</strong> Feasibility Study<br />

DCSS selected CSG to conduct a Feasibility Study, Alternatives Analysis, <strong>and</strong> Cost<br />

Benefit Analysis based on our proven ability to complete a high-quality Feasibility<br />

Study in just nine months. We applied lessons learned in other states <strong>and</strong> deployed<br />

TeamCSG℠ <strong>Child</strong> <strong>Support</strong> Modernization tools to support effective-decision making<br />

<strong>and</strong> ensure compliance with OCSE guidelines. We also developed a Modernization Roadmap <strong>and</strong> DDI<br />

Readiness Plan to enable DCSS to build on the momentum generated by the Feasibility Study.<br />

Throughout the modernization planning effort, we equipped our team with methodologies <strong>and</strong><br />

configurable tools to drive efficiency, productivity, <strong>and</strong> quality, including:<br />

<br />

<br />

<br />

<br />

CSG’s Proven <strong>Child</strong> <strong>Support</strong> Modernization Methodology: Adheres to OCSE guidelines <strong>and</strong> supports<br />

collecting the evidence needed to support decision-making <strong>and</strong> produce high-quality deliverables.<br />

TeamCSG℠ <strong>Child</strong> <strong>Support</strong> Maturity Model: <strong>Support</strong>s the analysis of how the child support program<br />

operates now <strong>and</strong> how it could mature to operate in the future to support decision-making.<br />

TeamCSG℠ <strong>Child</strong> <strong>Support</strong> Requirements Management: Includes a pre-loaded model set of system<br />

requirements based on the OCSE Certification <strong>Guide</strong>, <strong>and</strong> a repository for adding business <strong>and</strong><br />

technical requirements customized to state-specific needs.<br />

TeamCSG℠ Feasibility Study <strong>and</strong> TeamCSG℠ Cost Benefit Analysis Toolsets: Brings efficiencies to the<br />

Feasibility Study <strong>and</strong> CBA processes <strong>and</strong> ensures the accuracy <strong>and</strong> integrity of the data.<br />

For more information, contact L<strong>and</strong>is Rossi, CSG <strong>Child</strong> <strong>Support</strong> Client Executive, at lrossi@csgdelivers.<br />



Convenience is the new Ferrari. Think about it, we no longer have to physically go to a store to pick up groceries, pay<br />

with cash, or leave your car for regular day to day transactions. The p<strong>and</strong>emic has proven the importance of having safe<br />

<strong>and</strong> secure methods to perform your everyday tasks.<br />

At CiviTek National, we recognize the importance of parents having secure <strong>and</strong> accessible options to make obligatory<br />

payments. Through our payment solutions, parents can conveniently make secure cash <strong>and</strong> electronic payments using<br />

debit cards, credit cards, <strong>and</strong> e-check. Our solutions allow parents to conveniently pay their way. Ultimately, ensuring<br />

non-custodial payments are securely delivered to the homes of children <strong>and</strong> families.<br />

CiviTek National, Inc. partners with State children <strong>and</strong> family agencies to provide easy to use payment solutions at NO<br />

COST to the government entity.<br />


An online payment portal for<br />

parents to pay both domestic<br />

<strong>and</strong> international child support<br />

obligations via major credit<br />

card, debit card, <strong>and</strong> e-check.<br />

Parents can securely login to<br />

website, pay on multiple cases<br />

<strong>and</strong> view payment history.<br />


Interactive Voice Response<br />

(IVR) Phone Payments allow<br />

your customer to easily make<br />

a debit or credit card payment<br />

by phone 24/7/365, using<br />

automated services.<br />

KIOSKS<br />

An ideal solution for making any<br />

government related payment<br />

with cash or credit cards in areas<br />

where a cashier is not present.<br />


This product will provide<br />

recurring payment users with<br />

notifications that their payment<br />

is due, coming due, or paid.<br />


A payment processing tool<br />

to link to any page on your<br />

website. You are in control of<br />

the design of your webpage<br />

<strong>and</strong> information you require<br />

to collect from your customer.<br />

Allow your customers to pay<br />

with ease with all major credit<br />

cards, debit cards, PayPal,<br />

GooglePay, ApplePay, Venmo,<br />

<strong>and</strong> e-checks. Recurring<br />

payments is also available<br />

for credit card <strong>and</strong> e-check<br />

transactions.<br />


• According to the Administration of<br />

<strong>Child</strong>ren & Families, in 2019, the <strong>Child</strong><br />

<strong>Support</strong> Program collected $32 billion<br />

dollars in child support <strong>and</strong> 96% went<br />

to families.<br />

• In Fiscal Year 2019-20, CiviTek National<br />

securely processed 551,115 transactions,<br />

equating to $167,700,065 collected <strong>and</strong><br />

transferred to state agencies.<br />

• CiviTek National processes payments in<br />

10 states <strong>and</strong> 1 territory.<br />

To learn more about services powered by CiviTek National or schedule a demo, contact your representative, April<br />

Daniel, by email at Adaniel@civiteksolutions.com or call 850.868.1806.<br />

Check Out Our New Twitter Page @CiviTekNational

Communicate DIRECTLY AND<br />

QUICKLY with Constituents<br />

The ability to communicate DIRECTLY AND<br />

QUICKLY with constituents is a key performance<br />

indicator used by the Federal Office of <strong>Child</strong><br />

<strong>Support</strong> Enforcement.<br />

<strong>Child</strong> <strong>Support</strong> Enforcement (CSE) agencies are<br />

challenged with managing Federal legislative<br />

changes that impact programs that already have<br />

limited budgets, technology <strong>and</strong> personnel —<br />

while continuing to provide quality services to<br />

their constituents.<br />

A modern Customer Communication Management<br />

(CCM) platform provides omnichannel delivery<br />

<strong>and</strong> allows tracking of results — to determine<br />

which communications are working <strong>and</strong> which<br />

ones to adjust.<br />

Quadient Inspire CCM technology<br />

can aid CSE programs to:<br />

improve constituent experiences<br />

support increasing case loads<br />

generate additional funding from<br />

the Federal Government<br />

Discover how to optimize your <strong>Child</strong><br />

<strong>Support</strong> enforcement programs <strong>and</strong><br />

client interactions…<br />

Detailed Infographic:<br />

How to Improve <strong>Child</strong> <strong>Support</strong><br />

Enforcement (CSE) Programs<br />

with Limited Funding

7918 Jones Branch | Suite 300 | McLean, VA 22102<br />

t: 703.506.2880 | f: 703.506.3266<br />

www.<strong>NCSEA</strong>.org<br />

Twitter: @ncsea1

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